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It Specialist Resume

Bethesda, MD

TECHNICAL SKILLS:

  • Strong troubleshooting & analytical abilities
  • Excellent customer service skills
  • Strong written & oral communication
  • Proficient with Mac OS X & Microsoft Windows operating systems
  • Experience using Active Directory
  • Knowledgeable with imaging & ITIL protocol
  • Excellent at multi - tasking & prioritization
  • Strong attention to detail & accuracy
  • Dedicated with a serious approach to expanding my skills

PROFESSIONAL EXPERIENCE:

IT SPECIALIST

Confidential, BETHESDA, MD

  • Install, configure, troubleshoot, and resolve incidents related to hardware, software, scientific instruments, VoIP systems, conference room setup/meetings, mobile devices, printers, encryption/decryption, imaging, foreign scans, VPN, application troubleshooting, system authentication, vulnerability remediation network/ connectivity issues, deployment, LAN assistance, surplus equipment/data removal
  • Experience using ServiceNow for ticketing, Active Directory Management tools, Netsight & Bomgar for remote support
  • Support users at the largest institute on campus in the most fast-paced environment (Building 10 Clinical Center)
  • Exercise prioritization & time management to effectively assist users in an efficient & timely manner

IT Field Technician

Confidential, Bethesda, MD

  • Provided hands-on technical support for various Microsoft applications & products, authentication systems/badges, security exemptions, scientific instruments/software, VPN, imaging, FileVault decryption, mobile devices, forensic images & scans, software/ hardware installation
  • Experience using SCCM & Jamf for imaging, Casper for MAC support, Bomgar for remote support, and Remedy for ticketing
  • Assisted with various projects (Windows 7 to 10 migration, relocating workstations, Avaya/Cisco phone installation, Printer setup (HP, Epson, Brother), SCCM & Jamf imaging on both desktops & laptops,
  • Supported almost 400 users in a busy medical environment

IT SERVICE DESK

Confidential, ROCKVILLE, MD

  • Provided IT support to Montgomery College students and employees
  • Answered issues via telephone and email in a call center environment
  • Provided technical support in a wide variety of areas including: web site/web connectivity, Windows (XP, Vista, 7,10) and OS X, Active Directory, desktop and laptop (Mac/PC environment), password resets for various college systems, claiming accounts, class registration, VPN (F5 VPN), remote desktop (Symantec PC Quick Connect and TeamViewer), MS Office/Office 365, mobile MS Exchange, Google Drive, Dropbox and other cloud-based services
  • Created work orders and assigned them to appropriate workgroups using the MC Service Desk ticketing system

Confidential, LAUREL, MD

IT SERVICE DESK
  • Assisted members with account discrepancies and various teller transactions
  • Learned about various procedures/protocol to maximize customer satisfaction
  • Ensured cash and all negotiable items were properly balanced and stored
  • Counsel current and prospective members about Navy Federal’s products and services

SEASONAL Sales associate

Confidential, BETHESDA, MD

  • Built and maintained good customer rapport using company sales strategies
  • Ensured all sales goals were met on an hourly basis
  • Followed up with customers after their purchases to ensure customer satisfaction

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