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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.
  • 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

TECHNICAL SKILLS:

  • 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 Confidential 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

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 Best Buy employees with computer problems over the phone.
  • I was laid off from contract due to change in plans with Best Buy 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:

  • 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

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