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Desktop Support Technician Resume

Washington, DC

SUMMARY:

To contribute to the company growth through my overall experience

SKILLS:

Operating Systems: Windows 98/2000/ME/XP/Vista/Win. 7, MAC OS X 9 - 10.5, Windows 4.0/NT, Novell NetWare 4.11, UNIX/C, DOS 5.0/6.2, JCL for TSO/VTAM, MVS, JES2, CICS Database Languages: Oracle Financial-DBA, INFORMIX RDBMS, Multiplan FDBMS, and DBASEIII+, Internet (HTML), Active Directory

Software: ACT, Access, Adobe CS3, Adobe Designer 7, PhotoShop, Noah (Assoc. Membership Database), MSProject, MSOffice 2003 - 2010, WordPerfect, Lotus SmartSuite, CaLANder, Paradox 5.0, QuarkXPress, AmiPro, Lotus 1-2-3 (Windows), DELTEK, (Accounting/Timesheet), Illustrator, MSPublisher, CorelDraw 7, Coral Photo Paint 7, Harvard Graphics, Picasa 7.0, PageMaker, PowerPoint, Astound 4.0 for Windows, Print Master Plus Graphics/Freelance, Visio, TransPro (Encode/Decode), Credent CMG, Symantec WDE, Lotus Notes, MSOutlook, GroupWise, Internet Explorer, FrontPage, Flash4, JAVA, LogMeIn, DameWare, GoverLan v7, BMC Remedy, Ghost Imaging, Blackberry Desktop Software

EMPLOYMENT:

Desktop Support Technician

Confidential, Washington, DC

Responsibilities:

  • Provide assistant to users in a wide range of Windows computer issues.
  • Install, upgrade and maintain desktop and portable computer hardware, software, printers, and peripherals.
  • Activation, configuration and support of Blackberry devices for deployment to users.
  • Asset inventory and configuration of Laptops for migration deployment to 980 users.
  • Asset inventory and system preparation for decommission of equipment
  • Ensured compliance with applicable security and property accountability requirements.
  • Knowledge Base update on BMC Remedy for resolution of issues.
  • Provided minor network cabling installations and modifications as required.
  • Expertise in troubleshooting hardware and operating system related issues for Desktops and Laptops
  • Excellent oral and written communication skills

Principal Assistant/Management Technology Services

Confidential, Silver Spring, MD

Responsibilities:

  • Coordination of staff report development for presentation to Confidential .
  • Management of commission fleet tracking.
  • Generated correspondence for executive signature and resolution of issues as needed through ongoing contact with internal and external commission officials.
  • Handled human resource personnel confidential information with discretion to include distribution of recruitment candidates’ information to Planning Director.
  • Assisted in desktop support upgrades to include A/V set - up and installation

Desktop Support Technician

Confidential, Ft. Belvoir, VA

Responsibilities:

  • Installed, upgrade and maintain desktop and portable computer hardware, software, printers, and system peripherals.
  • Inquiries and issues resolved during initial contact with client.
  • Respond to complicated user questions on a variety of software packages and local area network issues.
  • Performed customer service follow-up on status of items to ensure resolution - supported approx. 1800 users.
  • Tracked and managed software licenses and assisted with deployment of security patches.
  • Configuration of IT systems for unit deployment.
  • Tracked trends and recommend corrective actions.
  • Ensured compliance with applicable security and property accountability requirements.
  • VPN configuration for remote users
  • Provided network cabling installations and modifications as required.
  • Mobile Device (Blackberry) configuration to include activation, soft reset and data backup/restore
  • Expertise in troubleshooting hardware and operating system related issues for Desktops and Laptops
  • Knowledge Base created on BMC Remedy for resolution of issues.
  • Performed data migration and configuration of XP systems
  • Excellent oral and written communication skills
  • Configuration and data migration of Confidential Thinkpad to medical personnel
  • Desktop Computer Technology Refresh Team - System configuration and user data migration for medical departments desktop HW/SW upgrades.
  • Relocation and setup of IT assets for departments/units/users in preparation to deploy to new medical facility

Customer Service Call Center/CSR/Desktop Support

Confidential, Hyattsville, MD

Responsibilities:

  • Performed weekly customer quality control survey and documentation maintenance.
  • Development of standard operating procedures manual, forms and maintenance of filing operations.
  • Training of new inbound call center representatives in CS procedures utilizing MS Office
  • Performed in-house desktop support for hardware/software/AV installation, upgrades and maintenance.
  • Performed upgrade, configuration, support of XP and Vista systems

Desktop/Helpdesk Support Engineer

Confidential, Washington, DC

Responsibilities:

  • Assisted users via phone and field support in a wide range of Windows/Macintosh computer issues.
  • Installed, upgrade and maintain desktop and portable computer hardware, software, printers, and peripherals.
  • Follow-up on status of problems that remain open past reporting deadlines
  • Resolved as many inquiries and problems during first contact with client.
  • Tracked and managed software licenses and assisted with deployment of security patches.
  • Inventory and configuration of Workstations/Servers for company deployment.
  • Tracked trends and recommend corrective actions. Ensured compliance with applicable security and property accountability requirements.
  • Provided minor network cabling installations and modifications as required.
  • Expertise in troubleshooting hardware and operating system related issues for Desktops and Laptops
  • Excellent oral and written communication skills

Electronics Center/Information Technology Specialist

Confidential, Hyattsville, MD

Responsibilities:

  • Responsible for installation and troubleshooting hardware and software for users.
  • Installed software, reformatted hard drives and reinstalled operating systems and inventory management.
  • Upgraded and maintained center servers, printers, scanners and software as needed.
  • Also served as a CSR/Computer Center Trainer by assisting in the development of individual members employable skills in the area of information systems and software (MS Office).
  • Provided System and ticket tracking maintenance for inbound call center.

Executive Assistant

Confidential, Washington, DC

Responsibilities:

  • Served as Executive Assistant responsible for management of executive calendar and coordination of travel plans for senior management staff.
  • Generated correspondence for executive signature and resolution of issues as needed through ongoing contact with internal and external company officials.
  • Handled corporate and personal confidential information with discretion.

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