Help Desk Resume

OBJECTIVE

Obtain position in information technology that will provide the ability to grow professionally.

PROFESSIONAL EXPERIENCE

Confidential

Help Desk

Responsibilities:

Provide user with instructions on windows xp and windows 7
Provide phone support for military software
Provide password reset for military software
Provide first line response for users requiring assistance with information technology issues and problems.
Respond to requests for technical assistance by phone, email and/or using a ticket management system. (Remedy, Magic)
Track user account creation, changes and deletions.
Perform password resets and re - certify tokens.
Monitor and escalate alerts from Antivirus systems.
Monitor backup system alerts and escalate errors.
Support and maintain user accounts including rights, permissions and systems groups.
Active Directory
TCP/IP troubleshooting
Quickly and accurately determine incident scope and impact.
Follow up on tickets at pre-defined intervals until resolved.
Configuring Microsoft Outlook 2010
Experience with Remedy and Magic ticket system

Confidential

Help Desk

Responsibilities:

Confidential

Help Desk

Responsibilities:

Installing, configuring and troubleshooting printers for the U.S Department of Health and Human Services in local and regional sites within the US.
Completed data and hardware transfer for over 1500 customers locally within the DHHS environment, troubleshooting networking and software configuration issues. .
Preferred technician in 508 Compliance issues, working with specific software such as JAWS and Dragon Naturally Speaking.
Worked independently with little or no supervision at remote sites.
Worked with Verizon, Sprint, and AT&T blackberry devices, activating and deploying to users within the DHHS environment.
Writing up end of reports for the week progress
Resolving helpdesk tickets
Experience with remedy