Help Desk Support Specialist Resume
Broomfield, CO
SUMMARY:
Over 8 years of technical support experience. Strong knowledge of Windows Operating Systems, Active Directory - password resets/account creations/removals, etc and Networking Skills. Excellent communication and customer support skills.
TECHNICAL SKILLS:
- Installation/Uninstallation of all Operating Systems
- Setup and maintenance of computers/printers/networks
- Installation/Configuration of HW/SW
- Disassemble/reassemble of computers and printers
- Familiarity with Healthcare Systems
- Familiarity with Routers and Switches
- Knowledge of portability devices such as laptops/Blackberries etc
- Experienced in some Cisco/Juniper commands using UNIX/Linux
- Experienced with working hands-on/remote issues
- Experienced in using TCP/IP, DNS/DHCP as well as other networking essentials
- Experienced in the work of all laptop/desktop computers
- Experienced with the use of Symantec Ghost products
- Experienced using Altris Rapid Deploy for deployment /imaging of distributed server hardware
- Experienced with AutoSys/VMS/NetBackup jobs/restore requests
- Experienced in handling backup tape media
- Experienced in Procurement and Technology Sales
- Windows 2000/XP/Vista/7
- Microsoft Exchange 2003/2007 Server
- Microsoft SQL 2008 Server
- Windows 2000/2003/2008 Server
- Microsoft Office 2003/XP/2007/2010
- Active Directory password resets/account creations/removal
- Novell using NDS for password resets/account creations/removal
- Remote Desktop
- Familiarity with McAfee Security/Norton 360/Symantec Anti Virus
- HEAT/Tivoli/Right Now/OPS Console/Remedy Web-based/CA On Demand Ticketing Systems
- Familiarity in using 3Map/XLR to search interfaces/ip’s/ports and Net Analyst to test circuits
- Unix/Linux server experience
EMPLOYMENT:
Confidential, Broomfield, CO
Help Desk Support Specialist
Responsibilities:
- Planning and organization experience
- Providing excellent interpersonal as well as oral & written communication skills in working with users and their supervisors as well as VIP s for better service
- Maintaining good interpersonal relationships with clients/Supervisors as well as co - workers in work environment
- Creating/resolving/Transferring requests/incidents in the US Army CA On Demand ticketing system for Email Migration issues.
- Assisting with updating/transferring Web Tickets from users to their appropriate organizations/units
Confidential, Denver, CO
Access Control Administrator
Responsibilities:
- Set up accounts in Active directory as well as other databases in a timely manner.
- Planning and organization experience
- Provided excellent interpersonal as well as oral & written communication skills in working with users and their supervisors for better service
- Maintained good interpersonal relationships with clients/Supervisors as well as co - workers in work environment
- Created/resolved change orders in CA On Demand ticketing system.
- Once accounts are completed, I set users up in the CA Help Desk and Portal
- Project Management involved where I have the ability to update data and procedures for better performance
Confidential, Broomfield, CO
Tier 1 Technician
Responsibilities:
- I was trained for a little over 2 weeks on how to support customers/work with a majority of vendors
- Maintained good interpersonal relationships clients/Vendors as well as co - workers and other service technicians in the work environment
- Contacted vendors to get updates from dispatches out/Estimated Time of Arrival/Estimated Time to repair as well as updated customers of progress
- Project management methodologies experience
- Helped take orders as well as checked them for software/hardware compatibility
- Worked with non-government procurement teams for ordering and tracking as well as reporting status of orders
- Used TCP/IP, DNS, DHCP as well as other networking essentials such as VPN/Ethernet
- Used UNIX/Linux to verify if circuits were up/down, passing traffic or taking errors as well as how to find routers/circuits by using Juniper/Cisco command shells
- Troubleshooting and problem solving experience
- Opened sub cases for the Carrier Escalation Desk/was trained to ebond tickets to better work w/ vendors and customers
- Transferred/assigned tickets to Tier 2 techs/Transport groups if needed
- Used Net Analyst and other telecommunication databases to test circuits as well as bring them up/down or how to search for routers/circuits
- Opened tickets/close tickets after verifying service has restored for customer using OPS Console Ticketing System
Confidential, Boulder, CO
Customer Helpdesk Analyst
Responsibilities:
- Was trained for 2 weeks on how to work/support Forest Service employees
- Reset passwords for certain applications including Active Directory/Lotus Notes after verification was identified
- Troubleshooting and problem solving experience
- Walked/performed immediate analysis with Forest Service employee till problem was resolved
- Maintained good interpersonal relationships Forest Service employees as well as co - workers in work environment
- Walked Forest Service employees through Symantec Endpoint Protection scans when their systems are out of date
- Transferred tickets to Tier 2 if there was no possible resolution to problem
- Used remote desktop as needed for installations of software/hardware
- Assisted Forest Service employees with remote access issues using documentation through our ticketing system which provided excellent customer service
- Opened/closed calls using the Right Now Ticketing System
Confidential, Denver, CO
Help Desk Technician
Responsibilities:
- Was trained for three weeks on how to work/support online students with login and classroom issues over the phone
- Reset passwords for all online students when needed/walked them through browser maintenance to resolve certain issues which provided excellent customer service
- Troubleshooting and problem solving experience
- Worked emails from online students in ticketing system with login problems between calls
- Transferred students to the appropriate party pertaining to issues we did not support
Confidential, Boulder, CO
Help Desk Agent
Responsibilities:
- I was trained for a month to assist Confidential employees with computer problems over the phone.
- I was laid off from contract due to change in plans with Confidential employees.
Confidential, Englewood, CO
Help Desk Technician
Responsibilities:
- Was trained to assist clients with computer problems over the phone
- Reset passwords using Active Directory as well as reset passwords for other Corporate Applications
- Monitored progress on certain interfaces to make sure they are running properly
- Answered emails that were sent by clients with computer problems/performed immediate analysis till problem was resolved
- Troubleshooting and problem solving experience
- Contacted clients by email/phoned them once problem was resolved which provided excellent customer service
- Opened/closed calls using the HEAT Ticketing System
Confidential, Lakewood, CO
Desktop Technician
Responsibilities:
- Was hired as Desktop Technician for system migration
- Assisted Help Desk until system migration began
- Created/removed accounts for certain Corporate Applications/NDS/Active Directory
- Reset passwords using NDS/Active Directory/certain Corporate Applications
- Troubleshooting issues with portable devices such as laptops/Blackberries etc.
- Excellent in planning and organization skills
- Big Fix was somewhat used for this position
- Helped take orders as well as checked them for software/hardware compatibility
- Worked minimal with government procurement teams for ordering and tracking as well as reporting status of orders
- Deployed systems as well as distributed, installed, updated/uninstalled software applications
- Opened/closed calls using the HEAT Ticketing System
Confidential, Boulder, CO
Help Desk Agent
Responsibilities:
- Assisted Honeywell employees with computer, printer/network problems over the phone
- Reset passwords in Active Directory, SAP, Mainframe/Outlook
- Walked/performed immediate analysis with Honeywell employee till problem was resolved which provided excellent customer service
- Helped take orders as well as checked them for software/hardware compatibility
- Worked minimal with procurement teams for ordering and tracking as well as reporting status of orders
- Transferred calls to Dell Technicians/other Workgroups so they can assist further with problems I was unable to resolve
- Answered emails that were sent by clients with computer problems/performed immediate analysis till problem was resolved
- Troubleshooting and problem solving experience
- Contacted clients by email/phone once problem was resolved
- Maintained good interpersonal relationships clients/Technicians as well as co - workers in work environment
- Assisted Honeywell employees with remote access issues using documentation
- Opened/closed calls using the Tivoli Ticketing System