Lead Service Desk Administrator Resume Fort Meade, MD - Hire IT People

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

TECHNICAL SUMMARY:

PROFESSIONAL EXPERIENCE:

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

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

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

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