Senior Desktop Support Specialist Resume

PROFESSIONAL EXPERIENCE:

Confidential

Senior Desktop Support Specialist

Support Scientific investigators lab and office staff in a fast paced work environment with their specialized computing needs
Work closely with the office of the ISSO as needed for custom computer configurations to meet strict HHS Security policy
Meet with management to review processes and procedures to streamline ongoing projects and review data
Assisted with mitigation and patching high security vulnerabilities to prevent ransomware attacks on computer systems
Aided in projects to assess and improve staff productivity via new technologies
Participated in mentoring of IT staff in other locations in disseminating of knowledge transfer for support area

Confidential

Senior IT Associate

Provided mentorship to junior technician while supporting enterprise IT services of a global company
Active Directory account management lifecycle: create, update and administrate user accounts via Active Directory
Set permissions and audit security of end - user client data on Windows servers
Participate in projects to improve service provision, performance and resolve ongoing requirement
Engage service providers and vendors in logging service request as required by management
Provide audio/ video support to staff and clients in their conferencing needs using various technologies
Maintain accurate inventory of IT Equipment (laptops, peripherals) loaner pool and media equipment

Confidential

Sr. Desktop Support Technician

Improved IT infrastructure of organization by enhancing customer service and advanced problem solving
Assisted with conversion of PC computer systems to a new asset management suite
Managed the upgrade of Apple systems to meet approaching HHS deadline for security issues
Performed successful configuration changes to infrastructure within the defined maintenance schedules, OS, Application, Patches, Roll-Ups, Upgrades, etc.
Oversee conference set up and support for the Director of the Institute as well as staff
Track and update incident requests using ServiceNow ticketing system

Confidential

Sr. Desktop Support Technician/Lead

Appointed team lead for technicians
Supervised and mentored junior team members to provide excellent customer service and resolve incidents to meet SLA
Served as a point of contact for incident escalation for team
Provided desk side support for Windows and Apple computers, peripheral and PDA’s
Maintained documentation on worksite to include: network information, custom software configuration and hardware
Installed, configured and maintained functionality of network printers, peripherals and Tandberg VTC systems

Confidential

Computer Technician

Coordinated Help Desk activities by delegating tasks to help desk technicians in bi-lengual environment
Introduced standardized method for coordinating conference and meeting activities through available systems
Created and produced standard operating procedure documentation for configuration of desktop computers
Resolved Operating system, hardware, software, network, and PDA (Blackberry ) client issues
Demonstrated strong verbal skills while resolving client IT issues
Supported and maintained desktops, laptops and Blackberry PDA’s

TECHNICAL SKILLS:

Operating Systems: MAC OS X , Windows XP; Windows 7 Enterprise ; Windows 8 .1 Enterprise, Windows 10

Software Applications: Office 365, MAC SA, MS Office Suite 2003 - Office 365; ( Outlook, Access, Excel, PowerPoint, Word); Active Directory; swipe and transfer of files to new hard drive/laptop; ServiceNOW Ticketing System

Hardware: VTC Equipment Polycom, Zoom, ClickShare, Cisco. Apple , HP desktops & laptops; Dell desktops & laptops; HP, Brother, Xerox, Canon printers; general networking experience (troubleshooting connections, running cables activating ports); general computer repairs and builds; hardware installations and swaps of hard drives; configuration of iPad and iPhone; Blackberry Enterprise activations

Others: Clerical skills; Certification in customer service support, desk side and remote; leadership experience; data entry; Installing drivers, System Restores, Setting up accounts

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