Help Desk Technician Resume Bethesda, MD - Hire IT People

SUMMARY:

Experienced help desk technician with recognized strengths in problem - solving, troubleshooting and quality control.
Team player with strong background in customer service; exceptional oral and written communication skills.
Five (5) years of progressive help desk experience and desktop/laptop end user support.
Two (2) years of experience on Network Servers and networking (LAN) equipment.
Advanced knowledge of Windows 7, XP and Mac OS; Microsoft Office 2010/2013.
Working knowledge of desktop encryption, desktop image, antivirus and virtualization technologies.
Basic knowledge of Telecom, VoIP phones, problem management systems and Network Operations .

PROFESSIONAL EXPERIENCE:

Help Desk Technician

Confidential, Bethesda, MD

Identify, prioritize and resolve reported problems including data, account administration, desktop hardware/software, including application issues.
Research, resolve, and respond to end-user issues/problems received via email, telephone, or escalations, and provide support on desktop systems.
Document, maintain, upgrade and replace hardware and software systems.
Maintain, analyze, troubleshoot and repair computer systems, hardware and peripherals.
Configure, support, and troubleshoot connection settings for Microsoft Outlook users in an Exchange environment
Peripherals setup & support such as printers, scanners, and conference rooms (MS Lync and GoToMeeting).
Deploy mobile devices and coordinate surplus of equipment through inventory management after wiping devices.

Help Desk/Telecom Support Specialist

Confidential, Washington, DC

Processed phone/walk-in reports of telephone and LAN troubles, assigned to technicians and maintained database.
Programmed Nortel CS2100 features and performed switch diagnostics.
Conducted site surveys and provided price quotes for Voice and LAN equipment.
Activated and tracked Blackberry, iPhone, iPad and other cellular equipment for DOE employees.
Updated billing and asset management records in MYSOFT database.

System Administrator/Desktop Support

Confidential, Washington, DC

Managed daily backups using Commvault Simpana 8.
Monitored Datacenter servers for outages and performance; performed corrective actions.
Built, racked and configured Dell servers with Windows 2003 R2 and Windows 2008.
Administered a Windows 2003 Active Directory domain.
Managed over 1000 mailboxes across 4 Exchange 2003 servers.
Processed trouble tickets and change requests using Magic Service Desk call tracking system.
Provided desktop support for over 200 employees using Windows XP/7 and Mac OS 10.
Assisted with setup and technical support for marquee annual events.
Identified and resolved network connectivity, printing and user access issues.
Configured and installed Cisco VPN and Cisco VoIP phones.
Configured and supported BlackBerry device using BES Server.

IT Support Specialist

Confidential, Herndon, VA

Provided on/site and remote desktop support to 500+ Windows 2000/XP clients.
Performed data migration and desktop imaging using Ghost 7.0 software.
Created system documentation and documented work using Remedy ticket management system.
Initiated and processed work orders for new or additional service, account corrections and disconnections.
Assisted customers with email accounts, additional logins, establish/change password and upgrade or pay bill online.
Assisted Network Operations Center with resolving customer outages and outstanding unresolved repair tickets.