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Sr. Lead Resume

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Suitland, MD

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SUMMARY:

  • Senior technician with over 7+ years of IT helpdesk experience. A detail - oriented IT professional with successful experience in customer service and support with recognized strengths in diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades.
  • A solid skillset of both IBM and Mac systems.
  • Have conducted mass migrations from Teleapp to Teledesk (Citrix) and Win7 to Win10 images using PowerShell scripts along with monitoring and tracking server performance.
  • Possess excellent interpersonal, analytical, and organizational skills, along with excellent written and oral communication skills.
  • Currently pursuing a Microsoft Technology Associate

TECHNICAL SKILLS:

Relevant Skills: Active Directory, SalesForce, PeopleSoft (Oracle), Remedy, Heat, CA Unicenter, Share Point, Adobe Acrobat, Java, Trend Micro antivirus software, MacAfee and Norton antivirus software, and VPN, RSA and Dora Token. TCP/IP, Citrix studio, Director, Appcenter, Vsphere - Bomgar and Powershell.

PROFESSIONAL EXPERIENCE:

Sr. Lead

Confidential, Suitland, MD

Responsibilities:

  • Respond to telephone calls, email and personnel requests for technical support.
  • Deploys applications, patches and hotfixes for testing before image releases.
  • Monitors and tracks Remedy tickets to ensure that Service Levels are met and high quality customer service is maintained .
  • Coordinates and consulst with Customer, Engineering, Deskside Manager,vendors and team members to meet project requirements.
  • Ensures that all VIP calls are responded to immediately.
  • Processes customer orders, prepare correspondence, and fulfill customer needs to ensure customer satisfaction
  • Maintains and/or develops Public Folders, Knowledgebase, FAQs, POC list, user lists, or other data collections related to team lead responsibilities and job functionality.
  • Advises management of potential risks that may have impact on customer base and operating environment.

IT Helpdesk

Confidential, Adelphi, MD

Responsibilities:

  • Logged and tracked incoming call and assisted student and faculty through web-based chats on Win7 desktop systems.
  • Created, escalated and resolved Remedy tickets. Tracked outstanding tickets and worked to ensure that all problems were resolved in a timely manner.
  • Verified users identities and reset that users password for the Confidential network infrastructure.
  • Provided log in support for various Confidential applications, such as WebTycho and LEO.
  • Diagnosed, troubleshot and resolved a range of software, hardware and connectivity issues with accessing Confidential online applications on Confidential servers.
  • Used remote desktop on Confidential workstations and assisted with updating and editing of the Confidential website for content and accuracy.

Tier 1 IT Helpdesk

Confidential, Adelphi, MD

Responsibilities:

  • Responded to Tier 1 level calls in support of Confidential web applications support and resolved issues.
  • Diagnosed and performed troubleshooting to resolve a range of software, hardware and connectivity issues.
  • Provided system administrative support to Confidential personnel and troubleshot systems with remote access programs using the E2R2 online security database.
  • Audited, evaluated, tracked and reported on project implementation and activity.

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