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Lead Service Desk Administrator Resume

Fort Meade, MD

SUMMARY:

  • To obtain a management position in System Administration/Information Technology support with a company that will use my previous military background and information technology experience to meet business objectives and support commitments to customer service improvement.
  • More than 8 years of experience in Information Technology
  • Outstanding problem solving and troubleshooting skills
  • Dynamic results - driven team player
  • Exceptional communication and presentation skills­

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TECHNICAL SUMMARY:

  • Microsoft Windows 2000/Vista/XP/7
  • ­Mac OS
  • ­Microsoft Office Suite 2007/2010/2013
  • ­Remote Desktop Software
  • ­Adobe Acrobat
  • ­TCP/IP
  • ­Java
  • ­Blackberry Device
  • ­VMWare
  • ­RSA Client
  • Personal Windows 8 laptop
  • ­Remedy
  • ­Unclassified & Classified Terminals
  • ­BES Administration
  • ­Program Management
  • Personal IPhone device

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PROFESSIONAL EXPERIENCE:

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Confidential, Fort Meade, MD

­Lead Service Desk Administrator

Responsibilities:

  • ­Provide comprehensive evaluations of support functions to include call flows, problem management and change management
  • Develop SOPs and call script procedures based on quality assurance standards
  • Serve as the primary point of contact for resolution of escalated MS Exchange, PKI and Blackberry - related problems in a 800+ user environment
  • Plan and receive authorization before assigning permissions to maintain most restrictive information security
  • Ensure appropriate security or access levels to shares
  • Push GPOs to OUs
  • Add/remove users within group
  • Manage Active Directory accounts and build OUs
  • Single certified contact point of escalation for Microsoft Office Suite issues
  • Process customer inquiries escalated from front-line customer support
  • Resolve technical issues quickly and effectively in a virtual Windows 7 environment
  • Train customers and colleagues, as needed
  • Recommend settings or features to Government leads for optimal customer experience­
  • Oversaw e-mail migration from current domain to Defense Information Systems Agency's Defense Enterprise Email servers for each customer in the organization
  • Interviewed potential Service Desk candidates as requested by Project Manager

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Confidential, Washington, DC

­Help Desk Specialist

Responsibilities:

  • ­Responded to upwards of 100 total trouble calls daily in Windows 200 and XP environment
  • Facilitated initial set-up of computer - installing software, and obtaining necessary login information for new agents
  • Resolved Service Manager tickets forwarded to Help Desk by employees, often meeting agents at their desk to quickly identify the cause of the problem
  • Operated remote desktop program as needed to work directly with customer and identify cause of issue
  • Performed troubleshooting for access and connectivity to numerous proprietary applications
  • Rebuilt user profiles and addressed VPN connectivity issues
  • Provided support on unclassified and classified systems
  • Managed RSA client services and Blackberry Enterprise Server (BES) accounts­

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Confidential, Arlington, VA

­IT Help Desk Support

Responsibilities:

  • ­Served as the agency's frontline support for IT-related concerns in Windows XP environment
  • Resolved an array of issues with hardware, software, mobile devices and peripherals along with their consumables on first contact
  • Install and troubleshoot software, drivers, and complete repair and maintenance of most peripherals
  • Managed user and computer accounts in Active Directory
  • Completed common access card PKI registrations, account resets, unlocks, and user security permissions and profile maintenance in Active Directory
  • Developed technical documentation and spreadsheets using Microsoft Office Suite programs
  • Maintained loaner laptop and Blackberry devices, which were distributed to employees with critical hardware issues requiring long-term repair­

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Confidential, AZ

­Supply Management Specialist

Responsibilities:

  • ­Provided support for 17 equipment accounts valued at over $25M
  • Managed 600 monthly document listing transactions with zero-error accuracy
  • Developed daily warehouse checklist to improve efficiency and continuity in aircraft
  • Lead team in project to eliminate wasted floor space and improve asset accounting results in 50% storage expansion

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