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It Service Desk Specialist Resume

Washington D, C

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

  • Used Clinical computer applications
  • Performed various clinical tasks to keep records and inventory accurate

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