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Help Desk Technician Resume

Washington, DC

SUMMARY

  • Consistently recognized for technical troubleshooting skills used to rapidly and cost - effectively resolve challenging technical issues.
  • Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.

AREAS OF EXPERISE

  • Customer Service
  • Offshore Team
  • Phone & Online Support
  • Technical
  • Collaboration
  • Client/Server Models
  • Troubleshooting
  • Software Installs
  • Preventive Maintenance
  • Hardware Configurations
  • LAN Connectivity
  • User Training/Support
  • Problem Diagnosis
  • Complaint Handling

TECHNICAL SKILLS

Software: MS Office (Word, Excel, Outlook, Access); instant messaging software; VMware applications

Browsers: Internet Explorer, Firefox, Chrome, Safari,

Call-Tracking Tools: HEAT, Remedy

Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems

Networking: LAN & VPN/Remote Connectivity (training), TCP/IP(training)

Platforms: Windows

PROFESSIONAL EXPERIENCE

Confidential

Help Desk Technician

Responsibilities:

  • Provide support for a variety of proprietary government applications along with cross-train and support multiple applications in a Help Desk/Call Center Environment.
  • Respond to telephone and electronic requests for support as part of the Application Desk operation; typical issues include password resets, questions on the application's functionality, basic user training, role based access and processing and/or completing access requests
  • Provide excellent written and communication skills to effectively respond to and answer customer inquiries both via phone and/or e-mail correspondence
  • Handles multiple priorities and customer issues in a professional and calm manner being able to interpret, understand and effectively resolve the question/s that the customer is asking

Confidential, Washington DC

Protective Service Officer

Responsibilities:

  • Assist Federal Protective Service in the protection of Federal facilities, property, employees, and facility guests on behalf of the people of the United States.
  • Patrols assigned area on foot, or in motor vehicle, as assigned, to ensure personal, building, and equipment security .
  • Remain alert for the presence of unauthorized persons and/or security code violators; approached suspicious persons and/or notified police as appropriate.
  • Prepares routine, standardized reports and notifications to offsite security.

Confidential, Ft Belvoir, VA

Cable Systems Installer-Maintainer / Help Desk Technician

Responsibilities:

  • Responsible for the maintenance of cable/wire communications systems, communication security devices and other associated equipment.
  • Consistently does work in order for the Army to direct the movement of its troops.
  • Performs test on cable communications systems and circuit groups; operates manual and motorized cable construction equipment.
  • Installs and repairs circuits and wiring along with maintenance on power generators.
  • Possess skills in mechanical and electrical principles, preventive maintenance procedures, line installation and wiring techniques, and communication security policies and procedures.
  • Handles technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries.
  • Engage and tracks Priority 1 issues, with responsibility for the timely documentation, escalation, resolution and closure of trouble tickets.
  • Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.
  • Excel in asking probing questions and researching, analyzing and rectifying problems.
  • Exceeds issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95% and 100% on all calls (outperforming average of 90%).
  • Handles 30+ technical/mission-critical calls daily and consistently met high service standards.

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