Service Desk Engineer II Resume

PROFESSIONAL EXPERIENCE

Confidential

Service Desk Engineer II

Responsibilities:

Confidential

Help Desk Specialists II

Responsibilities:

Utilized Remedy ticketing system in a high visibility environment to create, track, escalate, and resolve tickets for issues, and requests
Analyzed requests to provide solutions individually and collaboratively in a timely manner
Supported applications and databases for the Confidential of Consular Affairs that encompasses users around the world at embassies and consulate offices in a Microsoft environment
Created shift-change reports, and notifications for high/critical priority tickets

Confidential

Help Desk Technician

Responsibilities:

Used HEAT ticketing system to create, track, escalate, and complete tickets
Ensured on-going maintenance and development of positive customer relationships with team members and end-users while performing closed-loop communication
Met and exceeded the Service Level Agreements established
Provided training on specific application tasks while supporting a variety of proprietary government applications

Confidential

Security/IT Intern

Responsibilities:

Upgraded user systems to Windows 7 professional to create a domain environment
Provided IT support for organization and sister company
Configured users workstations, printers, and shared folders
Logged IT issues, solutions, and projects and tracked licenses and equipment with dynamic spreadsheet for management
Performed dual role as Security Intern performing various tasks including: classroom setup, copying, and general administrative tasks
Completed System Security Practitioners Course on ICD 503 Risk Management

Confidential

IT Contractor

Responsibilities:

Provided IT Support by providing remote support to various clients as well as researching and implementing IT business solutions
Consulted and implemented solutions for clients including: Windows 365 migration, automatic recording of conference calls, asset tracking, and cloud storage
Imaged, configured, and deployed desktops for various organizations

Confidential

IT Assistant Intern

Responsibilities:

I May 2014-August 2014 maged, configured, updated, and quality checked desktops and laptops for employees and special projects
Gained experience configuring Cisco VOIP phones using CUCM manager
Performed Desk-side support, executive support, workstation setup/relocation and troubleshooting for Windows environment
Used BMC Footprints ticketing system for asset tracking, knowledge base, recording issues and responding, escalating issues, and approving software requests for purchasing
Worked with Active Directory to apply correct policies and updates, VNC - Jump Client to help users remotely, and Asset Core to push software to users
Utilized hands on experience to obtain HP certification

Confidential

Mail Associate/Customer Service

Responsibilities:

Provided IT troubleshooting and escalated issues to Systems Consultant when necessary
Updated website using online tool and Dreamweaver
Performed data entry, posted membership payments, and filed membership payments for over 10,000 chapters
Created over 500 certificates of achievements for members to be presented at annual conference of 10,000+ members, ensuring no errors
Answered phones and e-mails daily to help members register, make corrections and updates, and process payments
Assisted with various tasks in different departments including: Membership, Administration, Competitive Events, Conference, and Communications