Journeyman Help Desk Technician Resume Aberdeen Proving Grounds, MD - Hire IT People

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