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Help Desk Resume

Washington, DC

SUMMARY:

  • Four years IT Specialist experience in Windows/Linux environments, with hands - on expertise in networking and systems integration.
  • Skilled in TCP/IP, DNS, DHCP and basic Network Troubleshooting.
  • Experience in Virtualization (VMware, Hyper-V, and Oracle Virtual Box).
  • Experience in Package Management, Patching, Monitoring and Security Hardening of Servers and Work Stations.
  • Experience in Active directory (windows server 2012 and 2016).
  • Experience in Microsoft Office 365 platform.
  • Ability to work cooperatively and to function well in a team environment.
  • A fast learner, who is multi-tasking, pays attention to details, with an ongoing desire to learn new Technologies.
  • Leveraged skills in Python, C++, Ruby.
  • Ability to meet deadlines and Knowledge of basic networking concepts, devices and security
  • Skilled in QA Testing and Methodologies, Testing Automation, Defects/Bugs Tracking, Regression Testing, Data Interface Testing, Test Plans, Cases and Processes.
  • Language: English - Fluent, French - Fluent.

PROFESSIONAL EXPERIENCE:

Help Desk

Confidential, Washington, DC

Responsibilities:

  • Install, troubleshoots, and repairs hardware and software according to the standards set by company Information Technology Department.
  • Provide Windows 7,8 and 10 Desktop support (troubleshoot OS and applications)
  • Perform troubleshooting for computer break fix processes and software upgrades.
  • Provides technical support to users for IT related hardware and software.
  • Ensure the daily optimal performance of all computer systems.
  • Sets up equipment and domain accounts for employee use, ensuring installation of appropriate software.
  • Instructs
  • Provide training to employees in the proper use of IT related software and hardware.
  • Perform multiplatform server builds on VMware, which include Windows Server 2008,2012.
  • Provide basic printer support.
  • Hardware repairs to PCs and Laptops.
  • Use ticket tracking system such as Remedy Service Desk to access assigned tickets and close them.
  • Administer security solutions, including firewall, anti-virus and intrusion detection systems.
  • Maintain end user accounts, permissions, access rights and network connectivity.
  • Support phones and tablets.
  • Perform remote troubleshooting using software like TeamViewer and LogMeIn.
  • Troubleshoot and resolve OS, application, malware desktop related issues on various Windows NOS.
  • Use TCP/IP troubleshooting tools to troubleshoot and resolve network connectivity and DNS related issues.
  • Performing tuning on existing servers and workstations for example
  • Increasing virtual memory via adding swap. Increasing physical RAM.
  • Configure Windows NOS clients to join the domain as well as configure file and print sharing on some windows NOS to enable resource sharing.
  • Experience with Local and network printing setup.
  • Experience with user profile creation, AD password reset.

IT Specialist

Confidential, Beltsville, MD

Responsibilities:

  • Install, troubleshoots, and repairs hardware and software according to the standards set by company Information Technology Department.
  • Provide Windows 7,8 and 10 Desktop support (troubleshoot OS and applications)
  • Perform troubleshooting for computer break fix processes and software upgrades.
  • Provides technical support to users for IT related hardware and software.
  • Ensure the daily optimal performance of all computer systems.
  • Sets up equipment and domain accounts for employee use, ensuring installation of appropriate software.
  • Instructs
  • Provide training to employees in the proper use of IT related software and hardware.
  • Perform multiplatform server builds on VMware, which include Windows Server 2008,2012.
  • Provide basic printer support.
  • Hardware repairs to PCs and Laptops.
  • Use ticket tracking system such as Remedy Service Desk to access assigned tickets and close them.
  • Administer security solutions, including firewall, anti-virus and intrusion detection systems.
  • Maintain end user accounts, permissions, access rights and network connectivity.
  • Support phones and tablets.
  • Perform remote troubleshooting using software like TeamViewer and LogMeIn.
  • Troubleshoot and resolve OS, application, malware desktop related issues on various Windows NOS.
  • Use TCP/IP troubleshooting tools to troubleshoot and resolve network connectivity and DNS related issues.
  • Performing tuning on existing servers and workstations for example,
  • Increasing virtual memory via adding swap. Increasing physical RAM.
  • Configure Windows NOS clients to join the domain as well as configure file and print sharing on some windows NOS to enable resource sharing.
  • Experience with Local and network printing setup.
  • Experience with user profile creation, AD password reset.
  • Understanding of both wired and wireless networks.
  • Basic hardware troubleshooting, including upgrades to system hardware and software components.
  • Employs critical thinking skills to quickly asses end user needs for service and support.
  • Utilizes available tool, such as remote Assistance, email and public technical documentation and guidance to resolve technical problems.
  • Follows up with escalation points of contact to ensure satisfactory resolution of end user technical problems as needed.
  • Identifies and diffuses challenging end user behavior using established customer service techniques.
  • Logs call information into the Star ticket system for tracking and escalation.
  • Contributes to development and maintenance of Level 1 technical documentation as needed.
  • Build and configure VMware host and guest systems including but not limited on Oracle Virtual Box as well as bridging the Guest VMware systems to communicate with other physical LAN systems.

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