Help Desk Support Tier 1 Resume Upper Marlboro, MD - Hire IT People

SUMMARY:

Customer - focused Desktop Support with 6 years of experience with a broad spectrum of computer operating systems applications and hardware. Exceptional customer service and communication skills; consistently conveys competence and concern to end users. Strong ability to effectively multitask and to perform with a sense of urgency for rapid issue resolution .

PROFESSIONAL EXPERIENCE:

Help Desk Support Tier 1

Confidential, Upper Marlboro, MD

Deploy network workstations and printers to 200 users
Imaged laptops, created user accounts and responded to software request for installs
Analyses user account requirements and creates/modifies accounts to appropriate workgroups
Monitors file server memory, storage
Respond to trouble tickets by providing on-site assistance
Provided support to customers who may have issues regarding equipment on the network.
Tracked problems using a ticketing system (Remedy).

Help Desk Support / Sales Assistant

Confidential, Washington DC

COM-TECH TECHNICIAN III

Confidential

At Confidential I performed advanced component level troubleshooting and repairs of all models of STB (set top box) converters.
I ensured maximum repair quality, minimum repair cost and exceptional customer service.
Provided technical support and training to less experienced technicians.
Accurately log repair transactions into a repair database.
I used a DSAM-6300 ATE (automatic test equipment) to find accurate readings.
I preformed final testing of all STB's following established/ documented procedures.
Researched repair issues, special projects, new products, and initiated analysis as assigned and made recommendations.
Communicated with coworkers and leaders on specific repair issues and provide an exemplary example of professionalism.

TECHNICAL SKILLS:

Operating Systems: Excellent knowledge of Windows 10, and MAC operating systems, HP and Xerox Printers, HP laptops

Software: Microsoft Office 2016, Active Directory, Remedy, Adobe Suite, DameWare, Bomgar, Skype for Business