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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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