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Desktop Support Technician Resume

Bethesda, MD

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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