Senior IT Helpdesk Technician Resume

SUMMARY:

Solutions - focused professional with experience in system analysis and technical support for large scale corporations with 1000+ users. Well versed in a variety of common operating systems, applications and hardware/software with a proven ability to master new tools and technologies quickly. Demonstrated success in articulating technical concepts and provided to users of varying technical understanding.

TECHNICAL SKILLS:

Hardware/Systems: Configuring various brands of desktops and notebooks for local & domain use, configuring and repairing Printers (Network & Local), Scanners, modems, hard drives, Peripheral devices, updating bios, Expansion cards (NIC, video, sound, and AGP) iPhone, iPad, Blackberry, Android

Applications/Software: Active Directory, Remote Desktop, Windows Operating Systems (NT/2000/XP/Vista/7), MS Office (2003,2007,2010) Norton/McAfee/Symantec, Trouble Ticket (Remedy, Track-IT, State Archiving System (SAS), Freedoms, Oracle Database, Service Now, Service Desk, Norton Ghost, Ghost Symantec, MS Exchange 2010, Endeavor Voyager, Library. Solutions, State Archiving System (SAS), Freedoms, and Oracle Database, VERITAS Backup Exec 9.0, 9.1, User State Migration Tool (USMT)

EXPERIENCE:

Senior IT Helpdesk Technician

Confidential

Responsibilities:

Managing, creating incident tickets and resolving user issues via Service Now (ROC Network Portal Console).
Provided desktop/laptop setups and office moves for clients and executives.
Imaging and migrating laptops with Win 7 & Win 10
Account management with Active Directory
Provided remote desktop support
Creating Mailboxes in Exchange Management
Provided users with Safe boot Password Encryption on Laptops
Office 365 Support
Knowledge of Microsoft Intune Mobile Devices

Confidential, Washington, DC

Helpdesk Tech & Desktop Support

Responsibilities:

Managing, creating incident tickets and resolving user issues via Microsoft System Center 2012 R2
Managing inventory
Provided desktop/laptop setups and office moves for clients and executives.
Imaging and migrating laptops with Win 7
Account management with Active Directory
Provided remote desktop support
ShoreTel support by dealing with users phone setups and configuring IP addresses
Managed users Microsoft Office 365 accounts for technical support

Confidential, Washington, DC

Desktop Support Analyst / Help Desk

Responsibilities:

Provide local support to users over the phone and in person.
Manage user accounts within Active Directory.
Provide account management such as resetting passwords, unlocking accounts through the use of Active Directory.
Re-imaging machines to the latest Microsoft software
Installing, configuring, diagnosing, repairing, maintaining, and upgrading all Desktop, Laptops, Printers, PC hardware and equipment.
Troubleshoot connectivity issues locally and remotely.
Installation and configuration for Windows 9x/ NT/2000,MS-DOS 6.22, Windows XP, Windows 2000, Win 7, and Norton Anti
Setup and maintain records for loaner laptops used for international travel.
Use Service Desk to assist users according to SLA rules.
Troubleshoot printer issue both local and remote.
Repairing hardware and diagnosing software issues
Install move add on components iMac troubleshooting and configuration
Routine network administration - (back up scheduling, help desk tracking, user profiles & access)
Maintaining Network Servers
Configuring Domain Controller Security Configuration
Updating HP BIOS
Managing computer inventory of different systems throughout the company

Confidential, Washington, DC

Information Technology Specialist/Administrator

Responsibilities:

Provide support to users remote and local.
Image and deploy laptops to users in efforts to refresh out of warranty laptops.
Migrate users from Windows XP to Windows 7.
With the use of Net IQ manage user accounts, manage computer accounts.
Monitoring and evaluating of system and network performance.
Troubleshoot printer issue both local and remote.
Support Microsoft Office Suite as well as Google Tools.
Provide support for various VTC meetings.
Remain updated on new technologies and various implementations.
Provide desk side support to users and also provide them with hands on with various software and equipment.
Microsoft System Management
Troubleshoot problems on Windows NT 4.0 Workstations, Windows 2000, Windows XP 2003, Windows 2000 Servers, Norton Antivirus Servers, Windows Server 2003, and Win 7

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