IT Support Staff Resume

SUMMARY

Eleven years experience in technical support and help desk
Eleven years experience with Lenovo Compaq, Dell, and HP desktops
Promoted from Tier I agent to Tier II callback agent
Exceeded expectations on resolving issues for users.
Excellent interpersonal and communication skills, written and oral

TECHNICAL SKILLS

Operating Systems: Windows 2000/ME/XP/7, 2003 Server, Red Hat Linux, UNIX

Software Applications: MS Office 2000/XP (Word, Excel, Power Point, Access), Lotus Notes, Norton Utilities, MacAfee, Internet Explorer, Novell NetWare, Altiris, Ghost, PCAnywhere, system backups batch file creation and batch stripping

Networking: LAN/WAN, TCP/IP, VPN, Frame Relay, DHCP, DNS, Active Directory, Cisco Routers, and Ethernet Services

Languages: HTML, XML

PROFESSIONAL EXPERIENCE

IT Support Staff

Confidential

Responsibilities:

Reimaged Lenovo laptops and desktop
Deployed new laptop and desktop in ED7 Deployment Project
Installed approved software packages.
Respond to Remedy ticket dealing with issues with Lotus Notes, Network connectivity, hardware, software and laptop loaner request.
Use Active Directory to edit user accounts and workstations.

Field Service Technician

Confidential

Responsibilities:

Reimaged Lenovo laptops
Resolved issues dealing with Lotus Notes.
Responsible for running reports for HP color printers.
Assisted user with password reset.

LAN Technician

Confidential

Responsibilities:

Imaged Dell and Confidential laptops and desktop computers using Ghost imaging software
Setup and configured web conferences using Microsoft Communicator.
Responded and resolved tickets from internal users.
Setup employee workstations
Install required software on laptops and desktops

Help Desk Agent

Confidential

Responsibilities:

Troubleshoot issues dealing with migration from Lotus Notes to Windows Lync 365 and Outlook 2007
Used Bomgar to remote into user’s workstation to guide user to resolve issues.
Routed calls to Tier II for unresolved issues.

Help Desk Agent

Confidential

Responsibilities:

Safeguarded personal information of service members, veterans, and their dependents
Review service member's, veteran's and dependent’s records for Identification Card issuance
Troubleshoot, remotely configure and install the HP Fargo 5000 Common Access Card(CAC) printer, HP Scanjet 3005, fingerprint reader, barcode reader and CAC card reader
Help active duty members with applying for Transfer of Educational Benefits (TEB)
Reset passwords and suspended account for DMDC supported applications
Provide assistance with Contractor Verification System(CVS)
Provide support and assistance Real - Time Automated Personnel Identification System(Rapids)
Utilize the CA Ticket system to document issues dealing the Rapids systems and other supported applications
Follow up with users to resolve open issues with Rapids, eBenefits, CVS, and other supported applications.

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