We provide IT Staff Augmentation Services!

Desktop Support Tech/trp Tech Resume

Bethesda, MD

TECHNICAL SKILLS:

  • Windows XP, 7, 10
  • Mac OS
  • Office 2010 2016 and 365
  • Lenovo Fingerprint Software
  • Active Directory
  • One Drive
  • SharePoint
  • Remedy, HEAT SDE, Applix, Domino, Clarify, Vantage, Kintana, Peregrine Service Center, Service Now
  • SMS, Dame Ware, UltraVNC, LANDesk
  • Office 2007, 2010, 2013, 2016 including Outlook and some Lotus Notes
  • Blackberry, Android, Cisco IP phones
  • IP phone support
  • Window Easy Transfer Wizard
  • Druva Backup System
  • FlowJo and Image J
  • Outlook Exchange
  • SAS database installation and support
  • Integrated Tax System, Data Warehouse, City Clean Hands support ( Confidential )
  • Adobe, Silverlight, JAVA, WinZip, ITunes installation and support
  • SCCM, GHOST imaging systems
  • Aspect and ACD Phone Systems
  • Phone, e - mail, IM, ticket and deskside technical support
  • Asset management - new and recovery/disposal
  • VPN: Cisco, Juniper, JUNOS.RSA, Checkpoint technical support remote and deskside
  • Network printer troubleshooting
  • CAC card administration
  • HP, Lenovo, Dell hardware experience
  • Norton, McAfee, Checkpoint/Endpoint security experience
  • Stellar technical troubleshooting skills and deskside manner
  • Technical documentation composition/editing
  • Experienced in technical support for lawyers, C-level and VIP customers
  • Service Now ticketing system
  • Cisco Jabber Messaging
  • Support Center
  • Lenovo ThinkPad Yoga X1 and 260

EMPLOYMENT HISTORY:

Confidential, Bethesda, MD

Desktop Support Tech/TRP Tech

Responsibilities:

  • In this role,I support physicians, nurses and cancer researchers who utilize Windows and Mac OS.
  • On a daily basis, I order, image and deploy new Dell and Mac desktops and laptops.
  • Consultations with the users are performed in advance, to ensure that all software is installed on the new system in advance.
  • Old hardware, to include monitors are tagged and placed in a designated area for Surplus.
  • Follow ups for excellent customer service are crucial.

Confidential, Washington, DC

Deployment Tech

Responsibilities:

  • I am part of a team of Desktop Support technicians, who are performing a huge pc hardware migration.
  • The end users are going from an older model of Dell hardware to a new Lenovo ThinkPad laptop.
  • On a daily basis, I unbox and reimage the new equipment, schedule a time to survey the user’s old machine to ensure that all existing software will be installed on the new laptop.
  • Using active directory, the laptop is placed in the correct OU.
  • I deploy the laptop, docking station, peripherals and two 24 inch media monitors.
  • Training on the new equipment is part of the migration, as well ensuring that an instructional video is placed on the user’s desktop for future reference.
  • Old equipment is returned to my work space, where it is stored for 30 days, then decommissioned and wiped for donation.
  • A log of the migration process and bit-locker information is also done mandatorily as part of this migration.
  • Post migration support is a large part of this role as well.

Confidential, Washington, DC

Deployment Tech

Responsibilities:

  • I assisted in the migration of new hardware for a Win 7 environment.
  • Coordinated with end users to back up their data on a hard drive and then returned within a day or so, to complete the actual deployment.
  • Labeled and stored old equipment for at least 30 days, to ensure that all data had been moved over.
  • Disposed of old mice and keyboards for donation purposes.
  • This deployment was in a few locations of the Smithsonian museums, so local travel was required.

Confidential, DC

Win 7 Deployment

Responsibilities:

  • Assisted in the deployment of over 850 replacement Dell laptops and dual monitors for a huge Federal government agency.
  • This involved every aspect of a deployment, from setting appointments with users to back up their data, to post migration technical support.
  • Ensured that migration was seamless, by noting end user’s current applications and mirroring them on the new laptop.
  • A big focus was put on Outlook archive email, as some users had emails dating back over a decade ago.
  • Ensured that local and network printers were working and configured dual and sometimes triple monitors to user’s preference.
  • Documented each deployment in the Remedy ticketing system and added relevant attachments.
  • Emphasis was placed on great communication skills with users as well as fellow techs and my lead/supervisor.
  • Under a very tight deadline, migrated machines in place in 2 buildings (10 floors each), with application reinstallation, printers, PST’s and data restoration from network saves via Confidential Transfer tool.
  • Asked critical technical questions which helped the PM end the project with a perfect finish, 2 days early after the GPO delayed the 10 week project by 3 weeks.

Confidential, DC

Help Desk

Responsibilities:

  • Provided phone, walk in, remote and deskside support to over 1,500 Federal government employees.
  • Daily functions included but were not limited to managing user accounts via Active Directory, troubleshooting network printers, local printers, Outlook and MS Office suite, web and various software issues.
  • Assisted VPN users with log in or account lock out issues.
  • Shipped new laptops out to remote users, whose hardware had reached it’s warranty expiration date.
  • Assigned temporary Wi-Fi passwords to walk-ins who wanted to use the conference room.
  • Maintained hardware inventory list as well as loaner laptop equipment. Imaged and reimaged new laptops on a daily basis.
  • Utilized Remedy ticketing system to document all tickets.

Confidential

Help Desk

Responsibilities:

  • Responded to a high level of incoming calls, walk ins, deskside, and remote technical issues for the Office of Chief Financial Officer for the Confidential .
  • Acted as point of contact on various SharePoint issues, as well as VPN.
  • Monitored and assigned tickets using the Service Desk Express (SDE) ticketing system, and managed user accounts via Active Directory.
  • Imaged and reimaged hardware via GHOST. Built two test machines for a department head by collecting images from various Confidential agencies.
  • Managed audio visual equipment and set up conference rooms for training and conferences.
  • Coordinated with various trainers prior to classes, to load software on class room computers.
  • Provided one on one training to users in regards to VPN and SharePoint.

Hire Now