OISM Desktop Support Technician Resume

SUMMARY

Strong ability troubleshooting PC hardware and Microsoft Windows operating system issues.
Knowledgeable in Cisco networking infrastructure, network security, and troubleshooting; through an entry - level understanding of router and switch configuration and network routing protocols.
Experience with McAfee encryption ePO software for drive encryption and user authentication.
Troubleshooting using logging utilities such as Event Viewer, Blue Screen Viewer, Kill Disk v10.1 PE, etc.
Knowledgeable in defending systems against unauthorized access through use of port security, IPS/IDS management, firewall management, access control lists, system hardening practices, etc.
Analyzing and logging network activity using packet sniffing software such as Wireshark, and SmartSniff.
Installation and configuration of operating systems as well as system Operating system imaging.
Knowledgeable in defining access privileges, and permission configuration using Active Directory/Group Policy, as well as NTFS permission configurations.
Outstanding customer service initiative, and conflict resolution ability.

PROFESSIONAL EXPERIENCE

Confidential

OISM Desktop Support Technician

Responsibilities:

Operated the “ServiceNow” ticketing system to service customers adhering to the Confidential Desktop Support Standard Operating Procedure (SOP) to meet customer service expectations and service level agreements.
Handled sensitive information using best practices to preserve, back-up and restore the integrity of data.
Imaged Windows 7 and Windows 10 to enterprise workstations, desktops, laptops as well as foreign travel laptops via an imaging server working in conjunction with Symantec Ghost imaging software.
Deployed Mobile Phones for domestic and foreign travel use.
Worked directly with Confidential ’s internal network cataloging system which granted network approval, contained information on system users, as well as provided soft MAC filtering for network access.
Worked hands on with hardware installations and processes; drive cloning, drive encryption, hardware diagnostics, UPS replacements, Memory modules installation, network printing set-up, etc.

Confidential

Shift Supervisor

Responsibilities:

Encouraged the proper flow of business within the store by effectively communicating with store management and store crew members.
Ensured the completion of daily projects and tasks through supervision of crew members by assigning, directing, and following up with all activities.
Increased customer service index scores by resolving customer relation issues and promoting a positive shopping experience for all customers.