We provide IT Staff Augmentation Services!

Help Desk Support Tier 1 Resume

Upper Marlboro, MD


  • 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 .


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

  • Provide high speed internet service and DVD rental to patients
  • Technical support for users with varying levels of IT knowledge
  • Sets up user accounts, permissions and passwords
  • Upgrading software and maintenance on laptops



  • 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.


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

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