IT Service Desk Specialist Resume Washington D.C. - Hire IT People

SUMMARY:

Seeking a Baltimore or DMV organization in need of an individual with an established technical background and proven customer support skills.

EXPERIENCE:

Confidential, Washington D.C.

IT Service Desk Specialist

Conducted user access support with Microsoft Active Directory and File Server.
Managed DHCP address pool for basic device reservations.
Deployed client configurations with Microsoft SCCM console.
Provided support for productivity platforms (i.e. Google Apps, Microsoft Office365).
Supported mainstream commercial off - the-shelf (COTS) products.
Contributed workstation management through image deployments, application and physical installation.
Manage file servers; create shared drives, set user permissions.
Offered mobile device support for multiple platforms (i.e. iOS, Android).
Troubleshot end user infrastructure configurations for devices, networking connectivity and applications.
Communicated technical ideas with technical and customer associates.

Confidential, St. Louis, MO

IT Technical Support Specialist/Desk Side Support

Provide on-site support for medical school campus for e-mail, network, connectivity, peripheral equipment, and system maintenance.
Use ServiceNow ticket system to receive support requests
Escalate larger outage information to system engineers and network analysts
Establish working rapport with users in assigned zones for more efficient support resolution
Perform Windows and Apple computer imaging to established configuration standards
Remote support users by Windows AD security rights and BOMGAR remote tool
Trained new employees on technologies per their department needs
Supported mobile device connectivity to the network and secure access to organization systems
Operate as service point-of contact for help desk, helping to diagnose, troubleshoot, and resolve tickets in a timely manner.
Evaluates, prioritizes resolves problems and requests, or escalates to appropriate support areas.
Acts as the front-facing support liaison for all desktop-related support issues.
Collaborates with higher level technical areas on planning and issue resolution.
Perform assigned tasks associated with projects or activities that relate to the desktop support environment.

Confidential, St. Louis, MO

Service Desk Support

Answered support calls with a high-resolution rate
Created support tickets to document resolutions or escalate for desk side support
Issued requested Windows Active Directory access

Confidential, St. Louis, MO

Medical Assistant