OBJECTIVE

• Having worked in the IT industry since the start of my career, I am looking to obtain a new, challenging, and rewarding position that will allow me to apply my unique skills and knowledge from my education, specialized training, and hands - on experience working in a Windows environment.

PROFESSIONAL EXPERIENCE

Confidential, Germantown, MD

Service Desk Analyst

Responsibilities:

• Serves as the initial point of contact by telephone for troubleshooting hardware/software PC, LAN account, Blackberry, network, and printer/peripheral problems.
• Provides Tier 1 level phone support to all levels of civilian, contractor and Military customer in the working areas of e-mail, directories, standard Windows desktop and other applications.
• Resolves technical problems and answers queries by telephone, walk ups and email in support of internal and/or external customer computer hardware, software, network, and telecommunications systems.
• Creates and track tickets, assign priority, document and resolve or elevate to appropriate group(s) for resolutions in Remedy.
• Resolves problems for end users on a first call basis when possible and routing requests to senior support personnel as appropriate.
• Monitor assigned workload to ensure adequate attention is given to all requests and tracking all service requests using help desk ticketing system
• Use Active Directory to access customers LAN account information, access locked out LAN Accounts, and reset LAN Account passwords, within a domain and forest environment, Support and maintain user account information including rights, security and systems groups.
• Work with ongoing Network Issues on a day-to-day basis
• Work with MS Outlook ensuring all users were Sending and Receiving emails
• Assist with recovering lost files
• Developed Troubleshooting techniques, utilized test equipment, learned punctuality and reliability, maintained all equipment under my prevue
• Strengthened Communication Skills through Customer Interactions
• Work with Helpdesk software and tools on a day to day basis such as Active Directory, MIS, Password Utilities, Snag It, Remedy Ticket Tracking, Entrust, RSA Token, SDT Connector/Open Gear, Apropos, SLA management, Active Directory, OWA, Citrix, and VPN.
• Correctly identify, document, resolve or escalate reported technical problems.
• Documenting, tracking and monitoring IT and phones problems to ensure timely resolution.
• Assist customers with setting up pass codes to Access our remote applications: OWA, Citrix, and VPN. Assist customer with credentials to log into the remote applications.
• Use SDT Connector/Open Gear to Access (Terminal Server) customers RSA Token Account information, assisting customer with creating a pin/pass codes, resetting their pin/pass codes, and enabling their RSA Tokens when they are disabled. Assist with issuing RSA Token has expired.
• Use SMMC software to Remotely Access Customer machines to Resolve or get a better feel of the issues in order for me to resolve the INC or escalate to a higher Tier.
• Use the Entrust Admin System to access customers Entrust Accounts and recover their profiles/reset their Password.
• Use Safe boot admin System to access customers’ Safe boot accounts, access locked out accounts, and reset passwords.
• Install or uninstall software.
• Train new employees on procedures and policy’s within the DOE environment.
• Use the BES or BAS to create user accounts, remove user accounts, troubleshoot blackberry issues of sending and receiving emails, resetting passwords, S/MIME issues, blackberry wipes/scrubs and etc.
• Use Good Mobile Control to create good accounts, troubleshoot sending and receiving emails, password recoveries, unlocking accounts, renewing an account, and or wipe an iPad.

Confidential

IT Help Desk

Responsibilities:

• Served as the first point of contact for troubleshooting hardware, software, PC and printer problems
• Responded to Customers Problems by Phone, Email, and Walkups
• Worked as a technician providing the expert level service to the entire facility
• Strengthened Communication Skills through Customer Interactions
• Developed Troubleshooting techniques, utilized test equipment, learned punctuality and reliability, maintained all equipment under my prevue
• Worked with Helpdesk software such as Ticket Tracking, asset management, SLA management, purchase management, contracts management, self-service portal management
• Assisted in configuring, diagnosing, and repairing the Network Connections IP addresses
• Worked with MS Outlook ensuring all users were Sending and Receiving emails
• Assisted with recovering lost files
• Worked with on going Network Issues on a day-to-day basis
• Worked as a Team Lead on multiple installations
• Used Dame Ware software to Remotely Access Customer machines to Resolve Issues

Confidential

IT Help Desk Assistant/Intern

Responsibilities:

• Responded to Customers Problems by Phone, Email, and Walkups
• Troubleshooting Hardware and Software scenarios
• Kept inventory of laptops
• Strengthened Communication Skills through Customer Interactions
• Accessed locked out accounts using Active Directory within a domain and forest environment
• Provided support installing software to Laptops, Desktops, and printer installation Security installs updates to various versions of Windows
• Evaluated Hardware, Firmware, and software for Customers’ use
• Retrieved and formatted data for analysis

Confidential

Intern

Responsibilities:

• Provided support installing software to laptops and desktops
• Printer installation security
• Installed updates to various versions of Windows XP/2000 and etc.