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)