Desktop Support Technician Resume

SUMMARY

Nineteen years of professional experience in information management technology, support of mission - critical business processes, and strategic information system planning.
Solid knowledge of LAN/WAN network administrations and support under Windows platforms.
Experience with ITIL and Service Now principals. Proficiency in PC Windows environ ment and multiple hardware and software applications.
Experience providing technical, analytical, and managerial support to a wide range of projects by integrating my strong background in team leadership, problem solving, desktop support and networking skills.
Creative/time-critical problem solver who is able to work as a team leader, a team member, or independently.
Excellent communicator and detail-oriented with strong leadership and organizational skills.

TECHNICAL SKILLS

Professional Qualities: Highly Motivated, Energetic, Thorough, Strong Leadership Skills, Detail - Oriented, Organized, Creative, Relationship Building, Integrity, Honest, Intelligent, Success Driven, Issue Resolution, Mentor, Positive and Compassionate
IT Tools (Software Packages): Windows 9x, Windows NT 4.0, Windows 2000 Professional, Windows 2000 Server, Windows XP, Vista, Windows 7 and 10, Semantic Endpoint Protection 12, Remedy System 7.2, Service Now Netmeeting, Bomgar, Norton Ghost, Norton Antivirus 7.
Software Packages: Microsoft Project, Visio, Access, Excel, PowerPoint, Word, SharePoint, Adobe X, Solar Winds

PROFESSIONAL EXPERIENCE

Desktop Support Technician

Confidential

Responsibilities:

Provided desktop support services for the entire state of Maryland for Circuit and District Courts. Managed a network for more than 4000 people.
Added printers and other hardware devices to Customer desktop configuration.
Mentored current Helpdesk staff to aid in faster troubleshooting skills. This led to more incidents receiving first time call resolution, less tickets sent to main ticket queue, and reduced follow-up requests for service by 20%.
Used Bomgar to provide remote support to Customers.
Provided Active Directory and e-mail support for all first time uses.
Provided telephone assistance with Helpdesk staff.
Provided support of the refresh project with upgrading of hardware (new computers and monitors).
Used Mirage to update, install software and manage desktops of networked computers

Environments: Windows 7, VDI Windows 10

System Administrator

Confidential

Responsibilities:

Provisioned I-pads, I-phones, Dell desktops and laptops for NIST staff.
Created computer accounts in Active Directory for new employees.
Worked closely with the Help Desk resolving computer related problems involving networking issues, printers, viruses, and other problems to include break/fix and BSOD issues.
Oversaw the migration of Windows XP to Windows 7.
Configured and issued loaner laptops to staff in the Foreign Travel Laptop Program.
Installed encryption program on laptops.
Upgraded hardware and installation Microsoft updates, as needed.
Consulted with customers; advising and making recommendations to upgrade their hardware.
Used Ghost to image, configure and install new Dell laptops and desktop computers.
Consulted with Dell help desk concerning parts and warranty computer issues.

Environments: Windows (XP, 7), VMware Workstation 6.5 and UIU v4

TAC/RTS Agent

Confidential

Responsibilities:

Served as a system administrator for the Division of Financial Management at the Confidential of the Currency (OCC).
Provided Tier III support for 100+ division employees.
Provided local area network services as it related to desktop systems interfaces.
Managed Active Directory network which involved creating and modifying accounts/groups, modifying group memberships, establishing permissions, resetting passwords, and ensuring proper access to network resources such as file shares and printers.

Environments: Windows (XP, 7), Script logic.

IT Support Engineer

Confidential

Responsibilities:

Team leader working directly for the Sergeant of Arms facilitating the relocation of Senate staff and various Committees.
Accountable for leading a team of six in making registry corrections to pre-configured images.
Provided desktop support to the 107 th and 108 th sessions of Congress.
Consulted with system administrators to identify and resolve end-user problems relating to the connectivity and configuration of PCs, laptops, and printers.
Built servers and server racks for new and established members of Congress
Imaged PCs using ghost software

Environments: Windows (XP), Script logic, Red Hat 4-5.