Desktop Support Resume Landover, MD - Hire IT People

SUMMARY:

Enthusiastic, self - driven Help Desk professional with more than six years of experience providing Tier 1 and Tier 2 support for high-volume software, networking and mobile applications.
Extensive experience setting up, installing, and repairing desktops, laptops, printers, and modems
Outstanding knowledge of multiple hardware and software applications
Strong background with hard drives, central processing units (CPUs), video cards, firewalls, and antivirus and disaster recovery software
Skilled communicator, able to successfully work with wide range of end-users to diagnose and resolve complex technical issues
Played key role in instituting new tracking system that coordinated phone and email support requests, remarkably improving response time and dramatically reducing downtime
Excellent technical skills, with strong knowledge of Windows, Novell, MS Office, and Internet connections and peripherals. Extensive knowledge of both PC and LAN hardware and applications
Microsoft Desktop Certified Technician

TECHNICAL SKILLS:

Operating Systems: Windows 2000/2003/ME/XP/NT/Vista, Mac OS X Snow Leopard CentOS 6/7, RHEL 6/7

Software Applications: MS Suite (Word, Excel, PowerPoint, Access), Novell, VMWare, Norton, Firewalls, Tomcat, Apache, Oracle, Bash, Solarwinds, Remedy OEM,

Active Directory: Utilities, Ghost, Adobe, Symantec PCAnywhere, McAfee

Networking: LAN/WAN, TCP/IP, VPN, CAT 5, Ethernet, Routers, SAN, MS Site Server

PROFESSIONAL EXPERIENCE:

Desktop Support

Confidential, Landover, MD

Provides tier 1 and 1.5 technical support in a technical call center environment by directly responding to customer concerns, requests and inquiries (via email, telephone, or support ticketing system)
Identify and resolve operational problems using defined processes, expertise and judgment
Investigate claim and/or customer service issues as identified and communicate resolution to customers
Provide feedback to team members regarding improvement opportunities
Handle escalated client concerns
Manage client base; client - centric support
Troubleshoot and triage technical requests
Collaborate with internal teams
Have experience with and Interact with monitoring and alert systems in support of applications and network. Tools such as AppDynamics (a plus), Solarwinds, HP Sitescope/Openview
Received "outstanding" ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills and technical problem-solving

Help Desk Tier 2

Confidential, Rockville, MD

Multitask and prioritize numerous client tickets and requests
Provide telephone and in-person support to over 200 end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.
Create, respond to, escalate, and close tickets. Track all outstanding tickets, working closely with Tier II Technician to ensure any problems are resolved in timely manner
Document all technical issues. Highlight steps taken to remediate problems
Tasked with training new hires on internal systems and procedures. Trained 3 new hires in 4-month period as company rapidly expanded

Help Desk Tier 1

Confidential, Rockville, MD

Worked with clients both in-store and on-site to install, troubleshoot, and repair technical problems for computer systems, including laptops, desktops, printers, modems, and monitors
Provided telephone and e-mail technical support follow-up, recommending purchases as required
Built and customized computers for clientele
Installed firewalls, virus software, and removed Spyware/Malware

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Desktop Support Resume

Landover, MD

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