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Journeyman Help Desk Technician Resume

Aberdeen Proving Grounds, MD

SUMMARY:

  • CompTIA Security+(CE) and Server+ certified technician with six years of experience in computer installation, configuration, troubleshooting, desktop support, and system administration. Proven leader with excellent customer service ratings. Currently possess a DoD Top Secret Security Clearance. Areas of expertise:
  • Installation & Configuration
  • Windows 7/10 Support
  • Property Management
  • Troubleshooting
  • System Upgrades
  • Leadership/Management
  • Training Development
  • Imaging
  • Patching/ Updating
  • Account Management
  • Customer Service
  • Active Directory

PROFESSIONAL EXPERIENCE:

Journeyman Help Desk Technician

Confidential, Aberdeen Proving Grounds, MD

  • Manage a team of 6 help desk technicians to ensure service level agreements (SLAs) are being met
  • Developed processes and standard operation procedures for new help desk to ensure no lapse in coverage
  • Reduce open help desk tickets from and increasing help desk tickets closed per month from per month increasing customer satisfaction
  • Submit weekly, monthly, and quarterly reports on work completed, help desk assets, and employee performance to senior leadership
  • Performed imaging and deployment of Windows 10 computers for 805 user completing project two weeks prior to expected completion date
  • Managed creation, modification, and deletion of user network accounts
  • Software and hardware troubleshooting
  • ACAS scanning to provide appropriate patches and eliminate vulnerabilities

Tier 2 Desktop Support Technician

Confidential

  • Account creation, modification, and deletion
  • Managed user permissions for network drives in compliance with least privileges principle
  • Server upgrade from Windows 2008 to Windows 2012
  • Provided training to incoming technicians for minimal downtime in the workforce
  • Employee development to eliminate single points of failure within the help desk operation

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