Help Desk Technician Resume Washington DC - Hire IT People

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

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.