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Tier 1 Support Resume

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Washington, DC

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SUMMARY:

  • Highly skilled in installing, repairing, maintenance and troubleshooting computer hardware and peripherals. Works well independently, or in a group setting providing all facets of computer support. Working knowledge of networking devices and printers. Knowledge and understanding of numerous software packages and operating systems. Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results. Excellent analytical and problem solving skills.

TECHNICAL SKILLS:

Security Management Active Directory Microsoft Exchange: Ports, Protocols and TCP/IP - SharePoint 2010 - Windows 7/8/10 MS Office 2010/2013 - IE 8/9/10 - Google Chrome - Firefox - Bomgar Remedy- Windows Operating System Migration - Networking- Project Management - Vendor Management Remedy Office 365 - SCCM -Spice works - Cabling Switches

PROFESSIONAL EXPERIENCE:

Confidential, Washington DC

Tier 1 Support

  • Install software, modify and repair hardware and resolve technical issues
  • Provide base level IT support to 300 end users
  • Display courtesy and strong interpersonal skills with all customer interactions
  • Develop quick reference guides to assist end-users with challenging software application features
  • Manage Windows workstations including desktops, laptops and tablets
  • Ensure that Remedy and Spice Works tickets are resolved or escalated
  • Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches
  • PC refresh and migration Windows 7/8.1 and 10
  • Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging and desk side
  • Provide initial trouble shooting of problems including root cause analysis for desktop, laptop and printers (local/network)
  • Perform Active Directory tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines
  • Create and manage network accounts to include granting access to secured file shares
  • Manage bench and IT inventory
  • Provide level 2 end-user technical support for Windows 7, Microsoft office, network connectivity
  • Manage Windows 7/8/10 workstations
  • Troubleshoot Wi-Fi and Ethernet networking issues

Confidential, Washington, DC

Project Manager

  • Managed multiple properties within Washington DC and Maryland
  • Directed staff in maintaining properties that led to a 90% reduction in municipal fines.
  • Reviewed and verified time sheets to ensure accuracy of payroll in conjunction with Property Management
  • Completed projects under budget and under deadline.

Confidential, Washington, DC

Dedicated Aide

  • Generated observational and experiential data for Individual Education Plan (IEP) assessment
  • Monitored and Evaluated work performance at students’ internships when working with administrators, clinicians and staff to implement IEP
  • Motivated students to improve motor and academic skills through repetition and demonstration

Confidential, Washington, DC

Residential Advisor

  • Submitted daily academic reports to teachers and support staff
  • Counseled students on academic and behavioral matters, investigate alleged incidents
  • Implemented test prep training for DC Comprehensive Assessment System (CAS)

Confidential, Bethesda, MD

Security Officer

  • Ensured safety of physical property and personnel by inspecting identification of all persons
  • Maintained and implemented security protocols via consultation with NYU DC administration
  • Patrolled and inspected campus

Confidential, Silver Spring, MD

Legal Intern

  • Conducted document review (Discovery) for attorneys
  • Photocopy, electronically scanned and filed pleadings
  • Data entry using Excel

Confidential, Washington, DC

Educational Aide

  • Collaborated with Psychologists and Administrative staff to identify customized Behavior Plans for students
  • Worked with guardians to implement Behavior Plans which resulted in lower incidents of unwanted behavior and academic improvement

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