Help Desk Service Agent Task Lead Resume Baltimore, MD - Hire IT People

SUMMARY:

Information Technology Professional with more than 7 years working experience in the rapidly growing IT field using a wide range of tools and applications to carry out multiple tasks that include desktop & laptop imaging and configuring, as well as utilizing extensive troubleshooting skills acquired through on - site experience and school .

APPLICATIONS/TOOLS:

Windows XP, Vista, & 7 Ghost Explorer
MS Office Suite 2007/2010 (incl. MS Outlook) Blackberry Administration
Anti - Virus (Trend Micro, Symantec, MacAfee) Terminal Server Administration
Pixie Dust Remedy/Heat
Remote Control Utility Lotus Notes R 7/8
Novell Client/NetWare Services VPN
Novell: Zenworks Imaging/Configuration Mngmt Novell Console One
Cisco Wireless Network Cards Cisco IPCC Agent
Dame ware Mini Remote Control service

PROFESSIONAL EXPERIENCE:

Help Desk Service Agent Task Lead

Confidential, Baltimore, MD

Responsibilities:

Monitor technical support Help Desk workflow and adjust agent assignments to ensure that service levels are met.
Conduct quality monitors (booth side, recorded, and using service observe).
Assist with trouble ticket reviews and follow-up.
Work closely with Quality,, and Productivity managers and staff to ensure all SLA’s are met.
Handle inbound calls and escalations professionally, accurately, consistently, and efficiently.
Act as a subject matter expert and peer mentor for the team as appropriate.
Troubleshoot and resolve software, hardware, printer, and VPN/DSL/cable modem/network issues.
Provided Support to the client's desktops & laptops via the phone, email and remote tools.

IT Specialist-Task Lead

Confidential, Suitland, MD

Responsibilities:

Image and replace various Dell Desktop Computers using Zenworks Imaging Utility.
Configure, deploy, and manage the software application database
Provide support in resolving PC, printer, and network problems in person, remotely, or by phone.
Train and mentor all new contracting LAN Technology Support Office employees.
Manage flow of tickets assigned to the LTSO Support Queue in Remedy and assign tickets to members of our team
Manage deployment of all replacement PCs (upgrades, problem PCs, etc.) for 5500+ end users at Bureau of Census headquarters.
Manage account administration, application loads and configurations in Active Directory and Console One for user accounts
Perform diagnostics and troubleshooting of system issues, and accurately document help desk tickets/resolutions.
Manage the equipment inventory database.
Diagnose and resolve hardware/software compatibility issues.
Ensure proper and timely submission of property transfer documentation from division to division.
Install and configure computer encryption accounts maintained through Safeboot.

Laptop Support Technician

Confidential, Silver Spring, MD

Responsibilities:

Installed, configured, tested, maintained and troubleshot end user workstation hardware, networked peripherals, and networking hardware products.
Maintained all inventory of laptops and other peripheral equipment.
Assisted users with software questions and problems related to the operation of personal computers and laptops.
Built working relationships while providing and to customers on the use of laptops, computers and related software.
Installed Cisco wireless adapter cards for wireless connectivity for on or off-site use.
Configured various models of laptops for each individual customer needs and requirements.
Configured dongles for various laptop models for software compatibility.
Imaged and shaped various model laptops using Symantec Ghost Imaging Software
Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas.

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Help Desk Service Agent Task Lead Resume

Baltimore, MD

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