Senior Help Desk Technician Resume Washington D.C - Hire IT People

PROFESSIONAL EXPERIENCE:

Confidential, Washington D.C

Senior Help Desk Technician

Used ServiceNow to resolve incidents and requests
Use ServiceNow Knowledge Base Articles to triage Incidents
Assisted user’s with VPN and Citrix server related issues
Used SharePoint for document storage and management
Assisted user’s with Window’s 10 application
Assisted user’s in submitting requests on ServiceNow Portal
Used ServiceNow to resolve incidents and service requests
Assisted unlocking user accounts using Active Directory
Assisted customers with Outlook Exchange related issues
Assisted customers with installing and troubleshooting Office 365 related issues
On average I answered 50 - 60 calls/emails a day with mostly first call resolution
Assisted users with troubleshooting using Remote Desktop Connection
Performed remote and hands-on system administration for the LAN and for internal and external customer systems and networks
Helped end users learn new technology roll outs
Created job aids on new software implementations
Created reports in ServiceNow for upper management

Confidential

Service Desk Technician

Install and configure Windows XP, 7, 8, and Windows Server 2008 R2
Provide PC and Mobile (iOS, Android, Blackberry) support, diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades
Document configuration changes, FAQs, SOP and solutions to resolved issues
Extensive experience in using ServiceNow Ticketing system
Assisted user’s in submitting requests on ServiceNow Portal
Handled daily remote support calls while providing superior customer service to customers for account support and technical support
Use of remote desktop connections, peer-to-peer file sharing, and other applications associated with remote IT assistance
In depth knowledge and experience in Mobile device configuration, app installations and troubleshooting
Updated software regularly and set up network shared drivers, folders, central documentation storage, and backup

Confidential, Woodbridge, VA

Help Desk/Customer Service Representative

Resolved customer issues via phone, email, mail, or social media using Remedy
Reached out to customers and verify account information
Kept software’s, programs, and other applications up to date/ troubleshooting
Canceled or upgraded accounts and assisted with placement of orders, refunds, or exchanges
Worked efficiently with programs like LANDesk and SharePoint
Processed payment information and other pertinent information such as addresses and phone numbers
Operate computer system to check out programs; troubleshoot and test systems
Set up CPUs, printers, and other IT equipment
Wrote work plans and project documents, including procedures, proposals, progress reports and presentations.
Provided status reports and progress updates as needed and communicated difficult or sensitive information tactfully

TECHNICAL SKILLS

Hardware: Windows Computers, Apple Computers, iPhone/Android, RAM, SSD, Printers, Mouse, Keyboard, Monitors, Docking station, Routers, Modems, Servers, Motherboards, Network Interface Cards, Speakers

Software: Windows 7/8 and 10, ServiceNow, Remedy, JIRA, Citrux Receiver, Adobe, VPN, Cloud Computing, Command Line, Microsoft Office Applications, Microsoft Outlook, Gmail, Access, Publisher, HRIS, Banner, iConect, Relativity, SQL, QC, XML, Notepad ++, QTP, VOIP

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Senior Help Desk Technician Resume

Washington D, C

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