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Tier 2 System Support Resume

Reston, VA

SUMMARY:

A recent graduate and experienced IT professional. Seeking to expand my career in Cloud Computing, Systems Administration and Technical Support. My goals are to support an ethical and successful company, to advance my career and support my family.

SKILL:

  • Customer Service
  • Management
  • Help Desk / Desktop Support
  • Troubleshooting
  • Windows Server
  • Active Directory
  • SharePoint Administration
  • Systems Administration
  • Network Engineering
  • Remedy
  • Data Center
  • Linux (GUI)
  • Chromebook
  • System Support
  • Object Oriented Programming
  • Server Systems (Microsoft)
  • Amazon Web Services
  • Networking (Cisco)
  • HTML/CSS
  • Linux (Shell)
  • Java
  • C++
  • C#
  • SQL

EXPERIENCE:

Confidential, Reston, VA

Tier 2 System Support

Responsibilities:

  • Assisted users via email and telephone
  • Diagnosed hardware, software and networking issues
  • Documented processes and customer interactions, including troubleshooting steps
  • Escalated system - wide issues to the development, infrastructure and/or project management teams
  • Serviced help desk tickets using the 8x8 ticketing system

Confidential, Ashburn, VA

Office Manager

Responsibilities:

  • Managed personnel in daily workflow
  • Managed inventory, stock and ordering
  • Managed publications and customer relations
  • Managed sales, including new contracts and collections
  • Managed students in classes, teaching taekwondo to children and adults
  • Assisted child students with homework and discipline
  • Administered company hardware, network, ISP and utilities
  • Administered student database

Confidential, Fairfax, VA

Courier Services Manager

Responsibilities:

  • Managed delivery of mail within and between corporate locations
  • Delivered interoffice and postal parcels and documents
  • Managed fleet of corporate courier vehicles
  • Assisted with facilities for the corporate headquarters

Confidential, Leesburg, VA

Help Desk Technician

Responsibilities:

  • Managed all incoming help desk tickets, including triage, escalation and delegation
  • Diagnosed hardware, software and networking issues
  • Managed daily backups, using Symantec Backup
  • Administered, designed and built Jabber chat server on Ubuntu
  • Upgraded and deployed all new workstations, using Symantec Ghost, including building and imaging
  • Processed help desk tickets using Remedy

Confidential, McLean, VA

Data Systems Specialist

Responsibilities:

  • Diagnosed hardware and software issues
  • Designed and maintained databases for workflow tracking and reporting
  • Designed, maintained and administered SharePoint services
  • Trained staff members in productivity software, MS Office and Adobe Acrobat

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