Desktop Support Specialist Tier II Resume Bethesda, MD - Hire IT People

SUMMARY

I am a professional in the IT industry with considerable experience as a Desktop Support Technician. My many years in small office IT networking as well as my more recent experiences in enterprise support environments can attest to my abilities. In addition, I have graduated with complementary degrees in computer related fields and have multiple technical certifications. I am passionate about my career and thrive on surpassing customer expectations.

TECHNICAL SKILLS

MS Windows 7/10
TCP/IP and Subnetting
OS X
OSI Model iOS and Blackberry
Minor Scripting
Active Directory
Troubleshooting
Ticketing Systems/ServiceNow
Software Deployment Tools - LanRev
VPN Support
Remote Desktop - Bomgar/MS
Networking Concepts
Data Recovery
MS Office 2010/365
MDT/OS X Imaging
Encryption - Bitlocker/Filevault
Printer Queue/Printer Configuration

PROFESSIONAL EXPERIENCE

Confidential, Bethesda, MD

Desktop Support Specialist Tier II

Responsibilities:

Use of Service Now enterprise ticketing system to follow incidents and service requests through their life cycle
Remote, phone, email, and onsite customer support
Addition, removal and configuration of objects within an Active Directory structure
Imaging and configuration of Apple and PCs
Troubleshoot issues related to Group Policy as well as firewall rules
Troubleshooting and reconfiguration of proprietary and COTS software systems
Diagnose and make recommendations for repair of laptops, printers, and desktop hardware

Confidential, Lanham, MD

Desktop Support Specialist Tier II

Responsibilities:

Inventory IT assets, respond to Incidents via ticketing system, and perform break/fix procedures as required.
Respond to user requests for incidents and requests which need to be resolved in a timely manner to meet their real-time objective (RTO)
Addition, removal and configuration of objects within an Active Directory structure
Troubleshooting and reconfiguration of proprietary and COTS software systems
Diagnose and repair laptops, printers, and desktop systems at a component level
Use of KISAM enterprise ticketing system to follow incidents through their life cycle
Evaluation of performance using metric reporting at end of month
Phone, email, and in-person customer support

Confidential

The Common Application End User Support Specialist

Responsibilities:

Support and address customer issues, via email, for a nonprofit web portal designed to simplify the college application process.
Respond to incidents regarding technical issues encountered by users of www. Confidential .org through an enterprise ticketing system
Simplify technical terminology into words that an average Internet user is able to understand
Appropriately escalate any incidents which require 2 nd tier support
Meet real time objectives by responding to customer concerns within an appropriate time limit
Research the web portal as a proprietary system which requires up to date understanding of known issues and changes in processes and policy

Confidential, Chestertown, MD

IT Support Specialist, Advertising, Operations Manager

Responsibilities:

Maintain the IT infrastructure for a small business for over 7 years.
Oversee the daily operations of the plant as it pertains to purchasing, advertising, production, quality control, customer service, strategic decision making, and technical support.
Maintain small office network of 10 systems running Windows XP as well as Windows 7
Troubleshoot software and hardware problems
Maintain a 1GB switched LAN network to facilitate printer and file sharing
Educate end users about best practices concerning security when using the local resources to facilitate their job roles
Configuration of router to enforce port hardening through MAC filtering; Configuration
Make recommendations about new technology purchases, both hardware and software
Maintain laser and impact printers in a professional environment
Participate in review and acceptance of policies including health insurance, OSHA compliance, timber contracts, and state programs
Website Management and design of www. Confidential .com
Accounts receivable and payable
Sales representative fulfilling orders promptly and with a focus on customer satisfaction
Forklift operator facilitating organization of staging operations for mill
Human resources responsibilities working with state and local agencies to mediate issues relating to benefits and obligations
Producing ad campaigns targeted at specific audiences using social media websites, periodicals, civic organizations, and corporate signage
Make decisions regarding purchases to further the technological interests of the company
Purchasing of supplies at competitive rates through online price comparisons
Evaluate job functions and recommend changes to subordinate employees on a daily basis to improve performance
Evaluate employee efficiency and make recommendations based on such observations to the CEO

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Desktop Support Specialist Tier Ii Resume

Bethesda, MD

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