Service Desk Agent Resume

SOFTWARE EXPERIENCE:

SCCM 2007 & 2012, WIN 7, WIN 8, WIN 10, CISCO ANNYCONNECT, ACTIVE DIRECTORY, MS OFFICE 2010, OFFICE 2013, OFFICE 2016, BMC REMEDY, CA UNICENTER, WINDOWS EXCHANGE SERVER 2010, 2013, 2016, HID ACTIV CLIENT, WOLFRAMS MATHMATICA, MATH TYPE, R EDIT, STATA, ADOBE CS6 DESIGN STUDIO, CITRIX RECEIVER, ITSM

PROFFESIONAL IT EXPERIENCE:

Confidential

Service Desk Agent

Responsibilities:

Field incoming calls to the GAO Help Desk phone queue.
In charge of starting the Help Desk operations in the early morning shift.
Responsible to creating and distributing the Morning Network Status report every morning.
Troubleshoot to Resolve issues with Document Management (DM 5.3)
Troubleshoot to resolve issue with Citrix VDI login and software issues.
Use Citrix Director web app to troubleshoot and resolve VDI issues for login sessions.
Talk end user through troubleshooting steps while in a call.
Utilize the ITSM ticketing system.
Escalate tickets by entering detailed information to ensure tickets are fielded and resolved in timely manner.

Confidential

Hardware Support Technician

Responsibilities:

Lead Hardware Support Technician for the Confidential headquarters building in Washington D.C.
Tasked with keeping accurate and current Asset Management data for over 3000 pc components.
Troubleshoot to resolve Day to day first response technical support and service duties For the Confidential .
Lead a team in major agency wide pc hardware refresh including Hq buiding and all of the regional locations.
Experience implementing, configuring and managing Microsoft System Center Configuration Manager(SCCM).
Utilize Microsoft’s Systems Center Configuration Manager (SCCM) to perform software install pushes, group policy updates, and initial Windows image installs.
Windows server and active directory installation and configuration.
Managed users Windows accounts through Active Directory. (unlocking accounts, resetting password, creating new account removing systems from the domain, etc.)
Configure and activate virtual Operating Systems using VMWare.
Install workstation systems for new employees coming into the agency.
Removing systems from the floor of employees leaving the agency.
Accurately resolve trouble tickets in Remedy ticketing software in a thorough and timely manner.
Perform the highest level of customer service for users with help desk tickets to ensure they are aware of all the updates that are given as we work through their help desk tickets.
Troubleshoot to resolve physical level of network issues.
Advanced knowledge of networking protocols (TCP/IP, DNS, DHCP, VPN).
Troubleshoot to resolve local and network printer issues; paper jams, waste toner bin replacement, driver installs, static ip issues, etc.

Confidential, Columbia, MD

Desktop Support

Responsibilities:

Submitted new user request for Microsoft Exchange Server team via Remedy, and also set up the application on the user’s pc once the request was processed.
Troubleshot to resolve PKI cert issues for users attempting to connect the
Refresh pc’s using a partition tool, for Windows Xp and Windows 7.
Troubleshot hardware issues (Hard Drive, memory issues, loud CPU fans, initial boot failure, etc.)to resolution in a Dell Optiplex & Latitude environment.

Confidential, Landover, MD

Desktop Support

Responsibilities:

Replaced damaged hardware inside user’s pc’s such as CPU fans, Hard Drives, Memory sticks, video cards, Motherboards, etc.
Properly added networked printers to the correct computers.
Reimage pc’s with corrupt or infected hard drives via windows installer for Windows XP and Windows 7.
Troubleshot and resolve issues using the Microsoft remote access tool.
Resolved Windows Admin issues; long login times, locked accounts, and adding accounts to the correct domain.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship