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Help Desk Technician Resume

Washington, DC

SKILLS:

Software: Microsoft Office Suites 2000, 2003, 2007, 2010 & 2013(Access, Excel, PowerPoint, Word); Microsoft Windows Operating Systems 2000, XP, Vista, Windows 7, and Windows 8; Microsoft Lync 2010 & 2013; Spiceworks; Real VNC; Windows Powershell; SharePoint; Lansweeper; basic HTML, blogs, and wikis; basic understanding of database and SQL

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; ONT; Android and Apple mobile devices; Jabra handsets, headsets, and wireless speakerphones; general computer builds and repairs; hardware installations and swaps; Image MASSTER 4000PRO

Networking: General networking experience (running cables, troubleshooting connections, activating ports)

Support: Helpdesk escalation and documentation on ticketing system, customer service support (email, phone, and in person)

EXPERIENCE:

Confidential, Washington, DC

Help Desk Technician

Responsibilities:

  • Coordinate with the IT department, and other staff over 50 times a week to trouble shoot basic IT problems. Including reimaging computers, application installation, MS Lync VOIP Support, MS 365 support, and other tier 1 help desk requests.
  • Assisted IT Director in updating Gigabit Passive Optical Network (GPON)by renaming of Optical Network Terminal (ONT) in the Motorola AXSVision administrative software reducing trouble shooting time by 25% per incident on average.
  • Update the CSIS Active Directory to reset passwords, unlock user accounts, and create external user accounts, VNC in a windows 2012 virtualized environment.
  • Provide users access to shared inboxes and calendars in an MS 365 environment using powershell.
  • Regularly install, replace computer components, and peripherals including hard drives, video cards, mice, and scanners for a staff of 300 users.
  • Assists users with company email setup on a variety of Windows, Apple, and Android devices.
  • Steadily resolves help desk tickets and promptly escalates tickets that cannot be easily resolved.
  • Resolves a minimum of five tickets a day using Spiceworks ticketing system

Confidential, Bowie, MD

Office Administrator

Responsibilities:

  • Maintained 50 files daily using database software which attributed to team coordination & scheduling
  • Scheduled 30 maintenance visits weekly preventing various customers generators from failing
  • Liaised between customers and technicians over 10 times daily to proficiently handle task at hand
  • Proactively review customer information within database to produce reports daily to determine customer needs

Confidential, Hyattsville, MD

Support Staff

Responsibilities:

  • Greeted 50 guests daily maintaining excellent customer service
  • Maintained 20 racks daily which kept the men’s section very presentable and appealing to customer’s

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