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Desk Side Support Technician Resume

TECHNICAL SKILLS:

Skill and Subject Area Expertise: Troubleshoot workstations, Notebooks,VPN, Oracle, Crystal Reports, Microsoft Windows 7, MS Office Suite 2010, Microsoft IE, Firefox, Data Armor, virtual and sccm applications. test

EXPERIENCE SUMMARY:

Desk Side Support Technician

Confidential

Responsibilities:

  • Troubleshoot workstations, Notebooks, IPhones, Microsoft Windows 7, MS Office Suite 2010/2016, Microsoft IE 11, Adobe Acrobat,
  • Used Service Now, BMC footprints, Active Directory and Hyena for tickets resolutions
  • Used BMC Footprints asset core for equipment inventory and asset management
  • Imaged computers with an image I created from an ISO files with rufus and Norton Ghost.
  • Used rdp to remote into computers on and off site.

Desk Side Support Technician

Confidential

Responsibilities:

  • Trained junior technicians.
  • Assisted in writing Standard Operating Procedures (SOP) and teaching classes.
  • Use remote tools such as dame ware, and remote desktop to analyze and resolve issues.
  • Resets passwords, configure hardware and software, re - image commuters, backup and restore data and install software.
  • Perform Tier II, and III troubleshooting of hardware and software, contacting the engineers, technical staff, or product vendors for assistance with more complex situations.
  • I’m usually assigned the more difficult tickets or the tickets dealing with more difficult customers.

Desk Side Support Technician

Confidential

Responsibilities:

  • Resolve trouble calls in person, over phone and through email
  • Use remote tools such as dame ware, and remote desktop to analyze and resolve issues.
  • Resets passwords, set up accounts, configure hardware and software, install patches and updates, re-image commuters, backup and restore data and install software
  • Perform computer re-images, assist users with data back and restore, and installation of software applications.
  • Perform Tier II, and III troubleshooting of hardware and software, contacting the engineers, technical staff, or product vendor for assistance with more complex situations.
  • Image computers (NIRP and SIPR) from a Windows Deployment Service (WDS), Ghost, and a disk cloner.

Desk Side Support Technician

Confidential

Responsibilities:

  • Resolve trouble calls in person, over phone and through email
  • Use remote tools such as dame ware, and remote desktop to analyze and resolve issues.
  • Resets passwords, set up accounts, configure hardware and software, install patches and updates, re-image commuters, backup and restore data and install software
  • Perform computer re-images, assist users with data back and restore, and installation of software applications.
  • Perform Tier I, II, and III troubleshooting of hardware and software, contacting the engineers, technical staff, or product vendor for assistance with more complex situations.
  • As the only forward deployed technician in this area (supporting approx 200 end users), I perform all the NIPR and SIPR hardware/software hands on troubleshooting.
  • Image computers (NIRP and SIPR) from a Ghost Server that is maintained on-site.
  • Assist customers in setting up VTC’s.

Desk Side Support Technician

Confidential

Responsibilities:

  • Enter tickets in Remedy and also resolve ones entered from the Enterprise Helpdesk.
  • Perform Tier I, II, and III troubleshooting of hardware and software, contacting the engineers, technical staff, or product vendor for assistance with more complex situations.
  • As the only forward deployed technician in this area (supporting approx 200 end users), I perform all the NIPR and SIPR hardware/software hands on troubleshooting.
  • Image computers (NIRP and SIPR) from a Ghost Server that is maintained on-site.
  • Assist customers in setting up VTC’s.

Help Desk Specialist/Desktop Support Technician

Confidential

Responsibilities:

  • Answered phone calls from users and enter tickets into the database for other technicians.
  • Resolve tickets over the phone, using remote tools (CA Unicenter or windows RDP), or hand’s on at the user’s desk.
  • Tracked events and keep staff abreast of any pertinent changes.
  • Create, delete, and modify user accounts in Active Directory and MS Exchange
  • Transferred mailboxes between exchange servers using Exmerge.
  • Wiped and imaged Laptops and workstations using scripts, RIS or installation CD.
  • Submitted Contract Deliverables (CDRL) reports to the PM within specified contract guidelines.
  • Ordered and installed computer hardware.
  • Troubleshoot software issues on the MS Exchange server and Print Servers.
  • Install, configure, test and, troubleshoot VPN connections
  • Use laptop to remote in using VPN and troubleshoot problems while on call.

Lead Help Desk Analyst

Confidential

Responsibilities:

  • Windows 2000/XP, MS Office 2000/2003 Product Suite, MS Exchange 5.5/2000, Citrix 9.0, Roaming/local Profiles, RAS, Blackberry and VPN.
  • Train users on software/hardware on-site, installs personal computers, software, and peripheral equipment.
  • Install and configure Oracle 9.2 to include TNS names resolution and ODBC’s.
  • Published applications and printers in Citrix.
  • Create and upload/download images from the network using Ghost 9/2003
  • Apply DISA Gold Disk’s Gold and Platinum Stigs to images for the Enterprise and the Doctorate computers.
  • Troubleshoot/resolve blackberry problems and escalate if necessary to Blackberry Team members.
  • Enterprise Administrative Rights in Active Directory and MS Exchange.
  • Perform Tier I, II, and III troubleshooting, referring more complex trouble tickets to technical staff or product vendor.
  • Logs and tracks calls using problem management database, maintain history records and related problem documentation

Product Support Representative

Confidential

Responsibilities:

  • Answers incoming calls from customers having difficulties with their Digital Cameras/computer connections.
  • Trained users in the use of equipment.
  • Provided technical support to customers via telephone and email.
  • Troubleshot difficult problems to determine causes and find solutions for customers
  • Analyzed, evaluated customer requirements and determined system specifications to meet business requirements and software compatibility.
  • Performed data management tasks as required loading, editing, restoring, and removing data. Walk customers through the process of installing/removing software.
  • Troubleshooting driver conflict problems, registry editing (Win 95, 98, Winnt4, W2k, and WinXP).
  • Used People Soft to report, track and catalogue trouble tickets in an organized manner
  • Planned and organized work to ensure accurate and logical organization of files, documents, and records.
  • Ensured effective control of forms, control confidentiality of files as needed.

Help Desk Analyst

Confidential

Responsibilities:

  • Applications are: Active Directory, Internet Explorer, Microsoft Exchange Server, Microsoft Office Suite, Windows 2000, Windows Media Player, Citrix Meta Frame XP, RAS, PAL, Acaltel, Formtool,, File Servers, Print Servers, Application Servers, Terminal Services, Reflections, Photoshop, Printers, Scanners, Blackberry and Palm PDA’s, connectivity issues to include TCP/IP, roaming profile errors, PKI installation.
  • Must meet very stringent SLA clock.
  • The Confidential is the largest enterprise intranet ever attempted. Today there are over 179,629 users and upon completion there will be over 700,000 desktops across the United States as well as sites in Puerto Rico, Iceland and Cuba. There are 6,900 approved legacy applications are on the Network.
  • The help desk uses a PBX type of phone system and all phone calls are tracked using remedy-tracking system (ARS).
  • Responsible for creating a remedy ticket with every phone call, troubleshooting the computer problems, resolving, closing and escalating any issues that I am unable to resolve.
  • Use Remedy, Active Directory, Tivoli, Net meeting, account tools, Confidential agent console, UNC, Internet Explorer, an extensive Knowledge Base, DOS command prompt, wrangler, and numerous other tools daily in the performance of my job.

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