Desktop Support Technician Resume Bethesda, MD - Hire IT People

SUMMARY:

Solutions - focused professional with experience in systems administration and technical support for large scale corporations with 4000+ users. Well versed in a variety of common operating systems, applications and hardware/software with a proven ability to master new tools and technologies quickly. Demonstrated success in articulating technical concepts and provided to users of varying technical understanding

TECHNICAL SKILLS:

Hardware/Systems: Lenovo/Dell/Compaq HP/Apple desktops and notebooks, Printers (Network & Local), Scanners, iOS devices, Blackberry, Android

Applications/Software: Active Directory, Remote Desktop, Windows Operating Systems, Linux, Microsoft Office, Norton/McAfee/Symantec, Remedy, Track-IT, HEAT, Unicenter, iManage, FileSite, Service Now Norton Ghost, Ghost Symantec, Altiris, Cisco AnyConnect VPN, CheckPoint Encryption, BOMGAR, MobileIron, Confidential Tools, Net IQ, Adaxes, Confidential Tools, Fog, MS Exchange 2010/2013, Cisco Unity Connect, Mac OSX

EXPERIENCE:

Desktop Support Technician

Confidential, Bethesda, MD

Responsibilities:

Provides technical support to staff and customers on software systems by testing software and hardware products
Responds and follows-up on internal and external customer support problems.
Maintain software documentation
Troubleshoots desktop PC problems.
Manage and maintain loaner pool of desktops and laptops
Responsible for the setup and installation of user workstations and d Confidential migration.
Provide support for mobile devices

Senior Help Desk Technician

Confidential, Bethesda, MD

Responsibilities:

Provided support remote and in person to staff.
Managed user accounts within Adaxes.
Managed iDevices with MobileIron.
Troubleshoot minor connectivity issues.
Troubleshoot issues with iDevices.
Provided for new hires.
Troubleshoot printer issue both local and remote.
Imaged and configured new PC's for users

Help Desk Support

Confidential, Rockville, MD

Responsibilities:

Provided support to staff and students.
Managed user accounts within Active Directory.
Imaged and deployed staff laptops using Ghost imaging services.
Setup and maintained records for loaner laptops used for students.
Provided support for meetings and classes.

Help Desk Technician

Confidential, Washington, DC

Responsibilities:

Managed user accounts within Active Directory.
Imaged and deployed desktops using Fog imaging services.
Troubleshoot minor connectivity issues.
Setup and maintained records for loaner laptops used for international travel.
Troubleshoot printer issue both local and remote.

Desktop Support

Confidential, Washington, DC

Responsibilities:

Activated and configured Blackberry’s, iPhone’s, iPad’s, and Android devices to meet GSA security standards.
Imaged and deployed laptops to users in efforts to refresh out of warranty laptops.
Migrated users from Windows XP to Windows 7.
With the use of Net IQ manage user accounts, manage computer accounts.
Use Unicenter and Service Now ticketing systems to assist users according to SLA rules.
Troubleshoot printer issue both local and remote.
Support Microsoft Office Suite as well as Confidential Tools.
Provided support for various VTC meetings.
Provided desk side support to users and also provide them with hands on with various software and equipment.

Help Desk Technician

Confidential, Bethesda, MD

Responsibilities:

Provided technical and end-user support for commercial PC operating systems/custom applications.
Responsible for the setup and installation of Windows 7 operating system on user workstations and d Confidential migration.
Configure Blackberry’s, iPhones, and PDA’s.
Re-imaged and created new images for Desktops and Laptops (Altiris).
Maintain records of contacts and system problem/resolution logs for trend analysis thru HEAT.
Provided account management such as resetting passwords, unlocking accounts through the use of Active Directory.
Worked with various vendors to ensure problems resolution is completed in accordance with current SLA, and participated in Technology Management projects.
Train staff on use of new programs.

Desktop Support, Help Desk

Confidential, Washington, DC

Responsibilities:

Provided technical and end-user support for commercial PC operating systems/custom applications.
Responsible for the setup and installation of Windows XP operating systems on user workstations and d Confidential migration.
Performed setup of Exchange 2003/2007 mailboxes
Installing, configuring, diagnosing, repairing, maintaining, patching, and upgrading all Desktop, Laptops, Printers, PC hardware and equipment
Maintained records of contacts and system problem/resolution logs for trend analysis thru a web-based ticketing sytem.
Handled account management such as resetting passwords, unlocking accounts, and modifying user groups, creating accounts, and troubleshooting through the use of Active Directory.

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Desktop Support Technician Resume

Bethesda, MD

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