Desktop Support Lead Technician Resume

COMPUTER SKILLS:

A+ certified, Network + certified, MOS Outlook 2010 certified, Microsoft Office (2003, 2007, 2010, 2013, 2016, and 365), Windows (7 - 10), Routing and Switching, MPLS, GRE tunneling, DMVPN, VLANs, IP subnetting, Trunking, DNS, DHCP, FTP, NAT & SSH

PROFESSIONAL EXPERIENCE:

Desktop Support Lead Technician

Confidential

Responsibilities:

Provide technical support to the employees and contractors of the FDA
Utilize ServiceNow, HP Peregrine Service Center and HP Service Manager to properly document and respond to incidents, service requests, updates, patches, configuration changes and maintenance for a wide variety of equipment to include printers, workstations, laptops, servers and network equipment.
Identify and/or troubleshoot problems and interface with external service providers on a wide range of issues to include networks, Microsoft Exchange, Active Directory, DNS and DHCP.
Troubleshoot laptop, desktop, peripheral and server hardware problems and coordinate maintenance with vendors as required.
Create and manage Microsoft Active Directory objects to include computers, security groups, distribution groups, and users.
Install, repair and configure computer equipment and peripherals.
Maintain and update disaster recovery procedures.
Assist in performing configuration and security compliance scans to include remediation of findings.
Test locally approved hardware for compatibility and usability.
Configure and troubleshoot Blackberry devices .
Network Administrator of user accounts and computers on the domain using Active Directory
Install, configure and troubleshoot Cisco VPN Software and RSA Tokens for remote access
Install, maintain and troubleshoot MS System Center Configuration Manger
Provide conference room support to include Polycom teleconferencing / video Telecommunication conferencing
Build desktops used to slave hard drives from nonfunctioning computers and back up data/troubleshoot
Test and troubleshoot wireless capabilities on site for customer use
Provide on call support for weekends and after hours of operation during the weekdays when needed.
Provide domestic support to over 15,000 users nationwide.

Computer Helpdesk Technician

Confidential

Responsibilities:

Provide technical support to the employees of the Treasury Mint Department.
Troubleshoot computer hardware and software
Install Confidential . approved hardware and software for users
Troubleshoot Blackberries (AT & T, Verizon, and Sprint 8700 and 8800 models)
Install and upgrade Blackberry software for users (Desktop Manager Ver. 5.0.1)
Image and distribute HP laptop and desktop computers
Proficient with the ITAMS trouble ticketing system to deal with customer work orders
Transport computer equipment to various Confidential . sites within the DC metropolitan areas.
Troubleshoot and Service Hewlett -Packard and Lexmark network and desktop printers

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