Desktop support tier Resume Alexandria, VA - Hire IT People

SUMMARY

Experience for supporting customers for 5 years for Help desk based environment and Continuum of computer OS application.
Excellent Customer service communication skills; constantly delivers proficiency and concern to end users.
Resilient ability to successfully multitask and to perform with a sense of determination for rapid issue resolution.
E Skillful candidate for Active Directory Exceptional Skills of Remedy Brilliant problem solving skills xcellent customer Service Skills interface.
Experience with Remote desktop
Depth knowledge of Microsoft Products
Fluent in English, Hindi, Gujrati
Active Secret Clearance

PROFESSIONAL EXPERIENCE

Confidential, Alexandria, VA

Desktop support tier

Responsibilities:

Image PC’s, VDI, Surface Pro and Laptops
Installs PC's, printers, other equipment and communication hardware according to manufacturer's instructions.
Assists users throughout the facility; trouble - shoots problems.
Requires minimal supervision in performance of job duties; is a self-starter.
Prioritizes responsibilities to ensure completion of duties.
Communicates clearly and appropriately to supervisor; forwards unresolved problems to supervisor.
Handles telephone calls from users with hardware and software problems or questions
Answers the phone in a professional manner, routes all calls appropriately.
Able to work in fast-paced offices, remote locations, and diverse surroundings.
Supervisor experience and management experience.
Excellent listening, written, and verbal communication skills.
Experience with troubleshooting of Microsoft Windows XP/Vista/7/10, Active Directory
Troubleshooting, support and configuration of Active Directory, including adding and removing users, groups, password resets, creating distro lists and security groups.
Installation, configuration, troubleshooting, support, and maintenance of PC hardware and peripherals including desktop and laptop computers, printers, scanners, modems, and networked printers.
Strong customer service and communications skills.

Confidential, Washington D.C

Service Desk Analyst

Responsibilities:

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Receiving, logging and managing calls from internal staff via telephone and email
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
Creating tickets in Remedy for password reset, account unlock, document transfer, account transfer, new account request, etc.
Escalating those tickets to tier 2 or 3 accordingly.
Microsoft Office applications, Remote Desktop, Adobe, Internet Explorer and anti-virus software.