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On - Site Help Desk Specialist Resume

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Washington, DC

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TECHNICAL SKILLS:

OPERATION SYSTEMS: MS 98, 2000, MS Windows Vista, XP; Windows 7, Windows 8.1, Windows 10 Mac OSX

SOFTWARE APPLICATIONS: MS Office Suite 2000, 2003, 2007, 2013 & 2016, Adobe Acrobat, Remedy Ticketing Software; VPN; Dart Ticketing Software, Lotus Notes, Logic Pro, Reason

HARDWARE: HP desktops & laptops; Dell desktops & laptops, Apple(Mac) Desktops & Laptops, Epson Scanners, HP & Cannon printers, builds and repairs; hardware installations and swaps, running cables, troubleshooting connections, activating ports, data Backups & transfers

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

On - site Help Desk Specialist

  • Supported information technology systems for over 600 users at the Alcohol and Tobacco Tax and Trade Bureau (TTB)
  • Responded to Tier 1 and 2 user support and customer service on TTB information technology systems, applications and platforms
  • Supported the deployment of new systems and applications for TTB
  • Routinely achieved staff performance goals and met the performance and service expectations of the client while staying current with system information, changes and updates
  • Identified and escalated situations requiring urgent attention
  • Utilized remote technologies to support widely dispersed staff
  • Created SOPs for clients and staff members

Confidential, Washington, DC

On-site Software Application Support Specialist

  • Troubleshoot customers software applications and provide customers with Microsoft/Adobe support
  • Maintain equipment by completing preventive maintenance; troubleshooting failures; calling for repairs; monitoring equipment operation
  • Write reports, track inventory, and evaluate new technologies while opening/closing up to 400 tickets monthly
  • Complete requests and greet customers, in person or on the telephone; answering or referring inquiries for up to 4,000 employees
  • Assist customers with computer applications and printing/plotting scanning/laminating
  • Assist with stocking of replacement and new equipment and supplies

Confidential, Arlington, Virginia

On-site Desktop Support Intern

  • Installed, configured, monitored, and troubleshot for over 6,500 faculty and students
  • Assisted faculty and students with emails and Wi-Fi connectivity
  • Troubleshot laptops, desktops, and printers for faculty and students
  • Installed software for all 20 classrooms and ran updates every month
  • Answered and screened telephone calls in the absence of supervisor personnel
  • Printed and posted flyers for upcoming events

Confidential, Falls Church, Virginia

On-site Desktop Support Specialist

  • Managed Remedy ticketing systems, organized and completed @ 1000 tickets monthly
  • Installed, configured, monitored, and troubleshot @ 6500 employees
  • In-Processed and assisted 100 employees per week
  • Configured new equipment, installed and updated software, troubleshot network connections
  • Scheduled, set up, facilitated, and troubleshot video and audio conferences
  • Connected and assisted users with VPN connectivity

Confidential, McLean, Virginia

On-site Desktop Support Specialist - Internship

  • Managed Remedy/Dart ticketing systems, organized and completed 100 tickets monthly
  • Installed, configured, monitored and troubleshot PC's, supported 7,000 employees
  • Led new 75 employees weekly through new hire on-boarding process
  • Configured equipment, installed, updated software, troubleshot network connections

Confidential, Washington, D.C.

On-site Desktop Support Intern

  • Resolved technical problems with desktop hardware and software
  • Served as primary point of contact with HP vendors
  • Ordered and distributed consumable supplies for peripherals
  • Managed equipment storage, member of asset management team
  • Ensures operation of equipment by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.
  • Helpdesk/Troubleshooting for applications on a Windows/Apple platform
  • End-user desktop/laptop support for all PC and Apple hardware, software, peripherals, printing, and network issues

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