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Lead It Help Desk Specialist Resume

TECHNICAL SKILLS:

  • End - User and IT Help Desk experience (hardware, software applications);
  • Knowledge of Dell Hardware and PC repair
  • Backup Software Symantec Backup Exec; software and hardware application/installations; File Shares; Printers
  • MAC configurations/Applications, data entry; type 65 wpm; Adobe,
  • MS Office products
  • Microsoft Office Suite
  • MS SharePoint
  • Microsoft Operating Systems
  • Windows 7 and 10; Office 365
  • McIntosh Hardware; Apple Software, Applications and devices; Knowledge of Computer Networks and connectivity (LAN/WAN/TCP, AV); Oracle EPSS Applications; Desktop, Engineering; Service Now application; SCCM/MOM, iCloud Applications
  • Hardware skills:
  • Ability to dismantle, re-assemble laptops, blackberries, laptops, desktops servers, printers and copiers
  • Google Apps; Knowledge and understanding of remote technologies. Multiple Web Browsers experience
  • Internet Explorer, Google Chrome, Mozilla Firefox, etc.; GINternet; XPro and Vista Business; team-player; organizational, communications and strong leadership skills.

EMPLOYMENT HISTORY:

Lead IT Help Desk Specialist

Confidential

Responsibilities:

  • Serve as the Lead Technician serving mainframe end users within the Confidential & Human Services in a Windows 7/10 environment
  • Manage day - to-day service delivery related issues requests via email and phone for 2000+ end users (local/field offices)
  • Assist with computer upgrades of hardware/software installments
  • Assuring VTC connection with satellite offices
  • Implement and maintain an Active Directory Environment, handling account creations and account management
  • Review Financial Asset Management Spreadsheets i.e., computers, blackberry, cell phones, monitors, keyboards
  • Log all calls to Help Desk ticket/tracking system
  • Ensure the connection with the servers are in place
  • Ensure connection of PC Computers
  • Creating and closing tickets once issue has been resolved
  • Follow up on open incidents and provide updates to other Specialists
  • Build and support end user computers using disk imaging methods or customize systems
  • Troubleshoot network connectivity issues, applications and printers
  • Support all Windows Desktop Operating Systems, wireless LAN connectivity

IT Desk Support

Confidential

Responsibilities:

  • Collaborated with key team members and Prepared PowerPoint Slides for Emergency presentation as requested by Director
  • Accountable for all confidential data entries in Agency Database System
  • Collaborated and computer assistance
  • Sort and compiled confidential filing and materials;
  • Responsible for mail distribution; photocopying;
  • Led Emergency Team Presentation to include assembling of presentation booth, compiled materials and prepared board displays for HUD May Day
  • Prepared reports for various branches and field office
  • Assisted end users software/hardware related issues; troubleshooting; escalated, as necessary.
  • Awarded/Attend White House meeting with key personnel

IT Help Desk Support

Confidential, Washington, DC

Responsibilities:

  • Assisted the IT Engineering team with responding to troubleshooting issues;
  • Assisted with computer network and multi-functional device issues (Printer/Copier/Scanner);
  • Assisted with troubleshooting service calls (hardware/Software related issues) from the IT Help Desk; filing and photocopying;
  • Assisted with login information for company laptops and software systems;
  • Data entry into software mainframe database; and other duties as required.

IT Volunteer

Confidential, Fairfax, Virginia

Responsibilities:

  • Received hands-on technical training in areas of DNS/DHCP/WINS/TCPIP, Radmin/Hyena Terminal Server-Remote Access (Cisco VPN)

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