OBJECTIVE:

Experienced Help Desk Specialist seeking career in the Field of Help Desk, Deskside Support, or Network Administration.

SUMMARY:

An experienced Help Desk specialist with advanced skills in both software and hardware troubleshooting. Experienced in Microsoft Windows 7, Windows XP Service Pack 2 Professional, Microsoft Windows 2000 Professional and IBM OS/2. Possess an Associates Degree in Information Technology/Network Administration. Effective in listening to and communicating clearly with less technically skilled end users.

PROFESSIONAL EXPERIENCE:

Confidential, Reston, VA

Responsibilities:

• Monitor the functionality of NeuralStar Network Management System(on unclassified and classified system) and the equipment on the system.
• Provide first level troubleshooting of connectivity problems.
• Notify the next level of support if unable to resolve the issue.
• Monitor the functionality of the Splunk Network Monitoring System and the equipment on the system.
• Provide first level troubleshooting of connectivity problems.
• Notify the next level of support if unable to resolve the issue.
• Monitor the functionality of the NetIQ Monitoring System and the equipment on the system.
• Provide first level troubleshooting of connectivity problems.
• Notify the next level of support if unable to resolve the issue.
• Respond to walk ins, phone calls and emails from customers requesting support on printers, laptops and in house applications.
• Create tickets and respond to tickets created within Remedy ticketing system.
• Unlock accounts and reset passwords for customers’ accounts for in house applications.
• Also respond to customers requesting support on their windows accounts and passwords.

Confidential, Arlington, VA

Responsibilities:

• Laptops( Confidential )(unclassified systems) on Windows 7 and Office 2013.
• Desktop PC’s( Confidential ) (classified systems) on Windows 7 and Office 2010.
• Dual Montors( Confidential ).
• Microsoft Lync Instant Messaging.
• Desktop Printers and Shared Printers( Confidential )
• Switch box to switch between unclassified and classified systems.
• Unclassified Common Access Cards(CAC) and CAC Readers(unclassified).
• Classified Tokens(similar to CAC except Classified).
• Apple iphones and Blackberries.
• Avaya Voice Over IP Phones.
• Wireless Network.

Confidential, Arlington, VA

Responsibilities:

• Supported in house Government Software for Government Agency.
• Also Supported Windows 7 and Office 2010.
• Provided support over the telephone and by responding to emails sent to mailing list.
• Created Tickets using Remedy Ticketing System(Remedy 8.1).
• Troubleshot problems using Knowledgebase, prior tickets and web based references, System Management Server and Active Directory.

Confidential, Alexandria, VA

Responsibilities:

• Office 2003.
• Remote Desktop.
• Nortel Virtual Private Network(VPN) and Intel PROSet Wireless Software.
• Nortel Networks Multimedia PC Client telephone System.
• Virtual Workstation via VMWare VirtualCenter(Virtual Workstation Program/Rack and Stack).
• Some work at home end user’s logged on via Citrix Management Console(they were later converted to VMWare VirtualCenter).
• Software installed and used exclusively for Confidential purposes.
• Desktop Hardware & Software(Dell).
• Laptop Hardware & Software (Dell).
• Routers(Netgear) (Assist with resetting or configuring via Basicsetting website).
• Printers(Dell and Confidential . Dot Matrix and Laser Printers).
• Created and updated Problem Tickets and Service Requests using the Remedy Ticketing System.
• Received and placed telephone calls by logging onto the Interaction Client Win32 Edition.
• Assisted Confidential Customers with navigating through Confidential website for Patent and Trademark information.

Confidential, Reston, VA

Help Desk Support

Responsibilities:

• Provided support to Confidential end users in all Confidential and Confidential Client Locations with the following issues:
• Windows 2000 and Windows XP(including troubleshooting and upgrading issues).
• Office 2003.
• Dell Desktop PC’s and Laptops.
• Virtual Private Network(VPN).

Confidential, Chantilly, VA

Help Desk Support

Responsibilities:

• Lotus Notes issues including email and database issues.
• Assisted with Desktop PC, Laptop issues and Telephone issues.
• Assisted with security issues such as assigning Virtual Private Network Tokens and resetting access codes for them.
• Also assisted with Active Directory(Windows) Logon issues and Password issues for Confidential related websites.
• Used Lotus Notes Based Ticketing System to create, monitor and close calls.

Confidential, Vienna, VA

Federal Transit Administration (FTA) Help Desk

Responsibilities:

• Provided support(via Telephone, System Management Server and Deskside to Confidential end users in resolving problems on the following equipment:
• Confidential CPU’s containing Windows XP Service Pack 2 Professional Software.
• Microsoft Office 2003 software. (Microsoft Office 2000 Software before upgrade).
• Supported Word, Excel, Outlook and Powerpoint.
• Confidential LaserJet printers and Dot Matrix printers.
• Assisted with the installation of new pc’s for Confidential personnel.
• Imaged hard drives using Ghostcast. Learned how to meticulously check to make sure all end users’ files and folders were moved safely to a temporary location until the replacement of a pc or hard drive was completed.
• Created and updated tickets using the McAfee 95 Helpdesk System.
• Installed software and hardware for desktop printers using administrative access.
• Installed Software for a group of users or for a specific user using administrative access.
• Occasionally replaced hard drives, power supplies, CD - ROM drives, floppy drives on the pc’s themselves.
• Occasionally assisted end users with the relocation and reinstallation of their pc equipment to a new office and desk.
• Occasionally activated workstation network jack from wire closet.
• Occasionally set up laptops and projectors for Confidential personnel to give presentations in meetings.