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Helpdesk Analyst Coordinator Resume

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Washington, DC

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SUMMARY:

Result - oriented professional with 11 years combined customer service and information systems support experience.

OBJECTIVE:

To provide IT experience, knowledge and solutions in a dynamic IT deskside support & Security environment. Protect confidentiality integrity and availability of information and Information Systems. Learn experience and grow within the field of Cyber Security by learning new technologies and applications.

TECHNICAL SKILLS:

  • Microsoft Windows XP, 7, Vista
  • Microsoft Windows Server 2003 and 2008
  • BMC Remedy Ticket System
  • Blackberry Support
  • Linux Backtrack 5 and Mobi Sec
  • TCP/IP
  • Cisco & Net Gear routers/switches/hubs
  • Microsoft Office 2007 & 2010
  • WordPerfect X4 & X5
  • McAfee Enterprise 8.7
  • Tenable Network Security Nessus 5.0
  • Active Directory
  • VMware and Adobe Acrobat
  • Tivoli (Bigfix) and FTK Imager

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Helpdesk Analyst Coordinator

Responsibilities:

  • Provide analysis and technical help desk support for all DOJ users
  • Extensive use of BMC Remedy ticketing system: Creating, Escalating and Monitoring tickets
  • Manage tasks of creating and resetting passwords using Active Directory
  • Document and report problems to technical level 2 & 3 staff for resolution
  • Troubleshooting basic networking connectivity issues
  • Provide support and troubleshoot issues remotely
  • Working alongside with network and system engineers

Confidential, Washington, DC

Senior Deskside Support

Responsibilities:

  • Assist with the task of setting up workstations for projects and conferences
  • Troubleshoot application issues such relating to Microsoft Windows XP and Vista
  • Managed tasks of creating and resetting passwords using Active Directory
  • Responsible for system maintenance on servers and track daily backups
  • Manage the setup of users on blackberry server and blackberry phone service
  • Provide support and troubleshoot blackberry phone issues

Confidential, Washington, DC

Technical Support Engineer

Responsibilities:

  • Served as a point of contact for all IT support for 2 locations
  • Assisted with the task of setting up workstations for 80 paralegals and temp users
  • Provided daily support and troubleshoot application issues such as Microsoft XP and Vista
  • Upgraded workstations to Windows 7 on employee workstations
  • Managed task of creating, disabling, and resetting user account and passwords within the Active Directory
  • Responsible for system maintenance on servers and workstations along with Anti-Virus Security updates
  • Tracking backup in VERTIAS Backup exec daily and record in log book
  • Managed the setup of users on Blackberry Server and Blackberry phone service
  • Troubleshooting Blackberry issues and creating users on Blackberry Server

Confidential, Washington, DC

System Administrator

Responsibilities:

  • Assisted with migrating over from Windows Server 2003 Business Enterprise to Windows Server 2008 Business Enterprise
  • Installation of Windows Server 2008 R2 on a backup Server and created Server 2008 R2 on Hyper-V
  • Provided installation and application support to internal and external users. Applications include Microsoft Office 2003 Professional, Office 2007 Professional, ACT6 and Quickfil
  • Provided System backup and restorations using backup exec software
  • Assisted with providing system updates and patches on all workstation

Confidential, Alexandria, VA

Desktop Support Engineer

Responsibilities:

  • Provided application support such as Microsoft Office 2003 and 2007 Professional
  • Troubleshooting and repairing service calls at various business with little to no supervision
  • Managed the task of upgrading servers and setting up workstations for clients
  • Assisted with the setup of workstations for over 100 users including several law firms

Confidential, Mclean, VA

Computer Technician Support

Responsibilities:

  • Assisted with the setup and configuration of 80 workstations for the U.S. Patent & Trademark Office
  • Assisted with the installation of Microsoft Office 2003 Professional and configuration of username on all workstations
  • Basic network connectivity check on all workstations
  • Responsible for installation and updating McAfee Enterprise Anti-Virus for all workstations
  • Setting up U.S. Patent Trademark homepage as default for all user workstation

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