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It Service Desk Agent Resume

Largo, MD

PROFESSIONAL EXPERIENCE:

IT Service Desk Agent

Confidential, Largo, MD

Responsibilities:

  • Provide exceptional Level 2 support for clients on non - proprietary and proprietary information and applications
  • Enter all incidents into Ticketing/Case Management System
  • Provide detailed documentation of user problems and cell resolutions in the ticketing/case management system
  • Provide timely updates to Trouble Tickets according to Support Center Guidelines
  • Interact with inter and intra-departmental support groups to ensure quality service and support
  • Escalate to client level support or other support groups all complex problems or issues according to procedures established
  • Provide outstanding customer service support in a professional, patient and understanding manner
  • Communicate effectively and regularly with internal and external groups as well as with client
  • Strictly adhered to all documented procedures to ensure a timely resolution.

Residential Counselor

Confidential, Washington, DC

Responsibilities:

  • Manage a caseload of clients which include treatment planning, group and individual counseling, and admission interviews
  • Conduct intake interviews with potential clients to ensure appropriateness for treatment in program.
  • Provided service documentations in accordance with licensing, funding, and contract requirements.
  • Ensured safety and security of clients, monitored daily schedules, and coordinate client activities.
  • Provided technical support and troubleshooting to staff
  • Handled multiple priorities efficiently.
  • Exercise excellent written and verbal communication skills.

Technology Consultant

Confidential

Responsibilities:

  • Provide technology consulting to customers and internal project teams
  • Provide technical support and/or leadership in creation and delivery of technology solutions
  • Installation, configuration, troubleshooting, customer assistance and training in support of and in response to VA user group
  • Responsible for computer builds, imaging(Ghosting), and data migrations
  • Vista/Windows 2000/XP OS, Windows 7, MAC OS (SNOW LEOPARD, LION)
  • Windows 2003 Active Directory (desktop level)
  • Participating in the installation and integration of system fixes, updates, and enhancements
  • Respond to, and resolve escalated trouble tickets and support requests via telephone, or email
  • Provided over-the-shoulder training and assistance to end users on desktop operations including logging in, setting passwords, re-booting, creating new accounts, basic and advanced operations in software and hardware including but not limited to printers, power supplies, sound cards.
  • Responsible for addressing, diagnosing, and troubleshooting LAN related user issues.
  • Maintenance and distribution of computer and printer related supplies.
  • Relocation of computer equipment

IT Technician

Confidential

Responsibilities:

  • Installation, configuration, troubleshooting, customer assistance and training in support of and in response to VA user group
  • Responsible for computer builds, imaging(Ghosting), and data migrations
  • Vista/Windows 2000/XP OS, Windows 7
  • Windows 2003 Active Directory (desktop level)
  • Participating in the installation and integration of system fixes, updates, and enhancements
  • Respond to, and resolve escalated trouble tickets and support requests via telephone, or email
  • Provided over-the-shoulder training and assistance to end users on desktop operations including logging in, setting passwords, re-booting, creating new accounts, basic and advanced operations in software and hardware including but not limited to printers, power supplies, sound cards.
  • Responsible for addressing, diagnosing, and troubleshooting LAN related user issues.
  • Maintenance and distribution of computer and printer related supplies.
  • Relocation of computer equipment

Deployment Team Lead

Confidential

Responsibilities:

  • Perform on-site analysis, diagnosis, resolution of complex desktop problems for end users and recommended and implemented corrective solutions.
  • Performed off-site repairs for remote users.
  • Performed installation of CPU’s, and implemented performance upgrades on PC’s
  • Collaborated with LAN technicians/network administrators to ensure efficient operation of computer environment (Desktop, and Laptop)
  • Test and reenact technical issues before escalating
  • Acquire and maintain current knowledge of software in order to provide technically accurate solutions to clients.
  • Receive and respond to incoming calls, pages and/or e-mails regarding desktop problems.

Help Desk

Confidential, Largo, MD

Responsibilities:

  • Communicate with internal and external clients in order resolve technical issues with software
  • Gathered technical data via phone and/or in person
  • Test and provide problem resolution for client issues & notifies management of any potential escalations
  • Test and reenact technical issues before escalating
  • Acquire and maintain current knowledge of software in order to provide technically accurate solutions to clients and record solutions in trouble ticket software
  • Provide excellent and timely customer service
  • Conducted training sessions for clients in one on one and group sessions
  • Maintained clear and track able trouble ticket documentation

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