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Field Service Tech Resume

Andrews Afb, MD

SUMMARY:

As a Service Desk Team Lead, I'm a determined hard - working leader seeking a position where I can further enhance my skills that will permit me to grow professionally. With my experience and knowledge with software, hardware, remote access, network connectivity, I will contribute to the success of the organization, and provide excellent customer service, ensuring customer satisfaction. I am sure to be a great and major asset to my team.

SKILL:

Operation Systems: Windows 7 & 10 | Mac OS

Applications: Microsoft Office Suite (Office 2003/Office 2007/ Office 365), Active Directory, ServiceNow, Lotus Notes, SolarWinds, BMC Remedy AR System, DameWare Mini Remote Control, D Confidential Armor, Citrix, VPN, PKI Adobe Acrobat Pro, Nuance PDF converter

Hardware: PC Support, Plotters, Printers, Blackberry, Digital Senders, iPhones, iPad

WORK EXPERIENCE:

Confidential, Andrews AFB, MD

Field Service Tech

Responsibilities:

  • Analyzes the customers’ needs and identify security requirements / solutions.
  • Supports LANs, WANs, network segments, Internet, and intranet systems
  • Ensures design of system allows all components to work properly together
  • Makes recommendations for future upgrades
  • Maintains network and system security
  • Troubleshoots problems reported by users and analyzes and isolate issues
  • Monitors networks to ensure security
  • Evaluates and modifies system’s performance
  • Maintains network facilities in individual machines, such as drivers and settings of personal computers as well as printers
  • Maintains integrity of the network, server deployment, and security
  • Ensures network connectivity throughout a company’s LAN/WAN infrastructure is on par with technical considerations
  • Designs and deploys networks; Maintain network servers such as file servers, and VPN gateways
  • Performs network address assignment
  • Assigns routing protocols and routing table configuration
  • Assigns configuration of authentication and authorization of directory services
  • Administer servers, laptop and desktop computers, printers, routers, switches, firewalls, phones, company mobile phones, smartphones, software deployment, security updates and patches

Confidential, Arlington, VA

Service Desk Team Lead

Responsibilities:

  • Assist the IT Service Desk Manager by helping to ensure that all service desk projects, tickets and customer needs are satisfied.
  • Coordinate, as directed by Service Desk Manager, with other groups and business units to ensure ServiceNow tickets are addressed.
  • Ensure project completion and responsible for ServiceNow queue management when necessary.
  • Monitor server usage using SolarWinds
  • Liaison between the Service Desk technicians and System Administrators to troubleshoot difficult hardware/software problems.
  • Provide phone, desk side and email assistance to ensure proper computer operation, in an effort to make certain the end users can accomplish business tasks; this includes receiving, prioritizing, documenting, and actively resolving end user service desk requests, using the Service Now ticket tracking tool.
  • Responsible for problem diagnostic, troubleshooting, and problem resolution or escalation to the appropriate team.
  • Responsible for queue management of incoming incidents to the Service Desk via ServiceNow management system, telephone, and email to ensure courteous, timely and effective resolution of end user issues.

Confidential, Annapolis, MD

Help Desk Team Lead

Responsibilities:

  • Administer effective frontline assistance to customers where inquiries are Confidential the knowledge of the help desk team members.
  • Showcase level of expertise by providing satisfactory explanations and solution to customer questions and issues to gain their confidence.
  • Managed, updated, and monitored Help Desk operations that included incoming and outgoing ticket system
  • Keep clean records of all activities in the help desk department and present them to management upon request for evaluation.
  • Implemented functional and technical troubleshooting processes to restore system operations resolve and repair issues related to global network operations.
  • Create good working relationship amongst members of the help desk team to ensure smooth flow of work, that improves overall performance.
  • Ensured documentation and quality performance standards were met using Remedy Mid Tier.
  • Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective.

Confidential, Alexandria, VA

Sr. PC Technician

Responsibilities:

  • Maintain A/V and VTC equipment and coordinate room setup configurations and adaptations for the scheduled events.
  • Provide routine technical assistance to users for A/V related problems.
  • Provide support to distributed PC/networking environment including installation, testing, repair, and troubleshooting.
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
  • Managed, updated, and monitored Help Desk operations that included incoming and outgoing ticket system.
  • Implemented functional and technical troubleshooting processes to restore system operations resolve and repair issues related to global network operations.
  • Image desktops and laptops.

Confidential, Washington, DC

Technical Support Engineer

Responsibilities:

  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Setup/ provision mobile devices including iPhones, iPads, Android phones, and blackberries.
  • Apply basic diagnostic techniques to identify problems with mobile devices.
  • Perform troubleshooting and incident resolution for al issue with mobile device.
  • Managed, updated, and monitored Help Desk operations that included incoming and outgoing ticket system.
  • Implemented functional and technical troubleshooting processes to restore system operations resolve and repair issues related to global network operations.
  • Image desktops and laptops.
  • Monitored system performance that ensured adequate resources (hardware, software, and communications) was made available to meet customer demands.
  • Troubleshoot Windows and Mac OS.
  • Properly install desktop and laptop as workstations and maintain workstation functionality.

Confidential, Washington DC

Systems Administrator

Responsibilities:

  • Create Active Directory account for OpenNet and ClassNet users.
  • Prepare incoming/outbound customer accounts for transfers.
  • Create RSA Token device account and issuance.
  • Map customer network drives and .pst file using the RSA Token device.
  • Troubleshoot Active Directory accounts, and RSA Token devices.
  • Receives all DOS Logon Forms and related account service requests.
  • Verifies DOS Logon Forms are accurate and complete.
  • Open tickets within Remedy ticketing system.
  • Managed, updated, and monitored Help Desk operations that included incoming and outgoing ticket system.

Confidential, Arlington, VA

Help Desk Specialist Team Lead

Responsibilities:

  • Created and updated accounts in Active Directory.
  • Managed, updated, and monitored Help Desk operations that included incoming and outgoing ticket system.
  • Ensured documentation and quality performance standards were met using Remedy Mid Tier.
  • Manage inventory supply for department.
  • Provide telephone support to the end-users on hardware, software, general use, questions, and network related problems.
  • Perform workstation setup including hardware configuration, software installation, and printer and phone connectivity.
  • Troubleshoot hardware and software issues on-site, remotely, and via phone.

Confidential, Arlington, VA

Tech Support/ Help Desk Specialist

Responsibilities:

  • Managed, updated, and monitored Help Desk operations that included incoming and outgoing ticket system.
  • Ensured documentation and quality performance standards were met using Remedy Mid Tier 7.6.
  • Manage inventory supply for department.
  • Implemented functional and technical troubleshooting processes to restore system operations, resolve and repair issues related to global network operations.
  • Monitored system performance that ensured adequate resources (hardware, software, and communications) was made available to meet customer demands
  • Promoted team participation, commitment, initiative, flexibility, and performance values.
  • Aid with prioritization of information technology activities to meet business requirements.
  • Properly install and maintain fiber cables, transceivers, CAT 45 network cables, and other network peripherals.
  • Properly install desktop and laptop as workstations and maintain workstation functionality.
  • Provide guidance and work leadership to less-experienced technicians.

Confidential, Largo, MD

General Clerk

Responsibilities:

  • Provide administrative support for 50 staff persons in daily litigation matters, telephone inquiries, and reports
  • Compositions to keep department running efficiently
  • Serve as primary point of contact and liaison between management, landlords, and clients to ensure proper communications.
  • Develop & maintain accurate account for department inventory stock on Excel spreadsheet
  • Prepare & distribute 6000 mail merged prepared letters annually
  • Provide IT specific support on Emphasys (housing industry software)

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