SUMMARY
- Proven IT Supervisor, Team Lead and Senior Desktop Technician / Tier I & Tier II Help Desk Administrator, Program Specialist, and Technical Trainer. With over 10 years of IT experience I have worked from a Tier 1 technician up to a supervisory role while maintaining a current skill set so that I may still resolve issues myself or facilitate that resolution through the proper teams, doing so with a positive attitude.
TECHNICAL SKILLS
- Leadership
- SLA / KPI monitoring
- Preventive Maintenance
- Training
- Mentorship
- Policy Implementation
- Technical Support
- Customer Service
- Problem Solving
PROFESSIONAL EXPERIENCE
Confidential
Desktop Support Technician
Responsibilities:
- Experienced Queue Monitor. Where I ensure timely ticket completions by creating efficient workloads and reducing bottlenecks in productivity thus helping the organization adhere to agreed upon SLA’s.
- Customer Service
- Comprehensive Technical Support.
- Provide Basic Network Support.
- Support Windows environment to include Windows 7 and Windows 10
- Provide support with asset management.
- Assist with hardware refreshes
- COTS and industry specific software support.
- Provide Wireless Device, Client Side, Support
Confidential
Desktop Support Technician
Responsibilities:
- Customer Service.
- Provide Basic Network Support.
- Utilize LANDesk for Asset Management.
- Support Windows environment to include Windows 7 and Windows 10
- COTS and Proprietary Application support.
- Provide Wireless Device, Client Side, Support
Confidential
Desktop Support Team Lead / Senior Technician
Responsibilities:
- Team Lead, work closely with management to ensure we are performing well and meeting or exceeding expectations.
- Train new team members and ensure they stay updated on new solutions as they may arise.
- Customer Service.
- Assist with IT inventory tracking (Asset Management)
- Support Enterprise of over 2000 users.
- Provide Basic Network Support.
- VIP and Senior Executive Support.
- Comprehensive Technical Support.
- Chosen to individually provide IT Support for Conference Center.
- Work closely with Federal IT Team Leads to assist with software and hardware compatibility issues.
- Image and Deploy Laptops and PC’s. Backup and Restore users’ data.
- Administer User and Workstation accounts in Active Directory.
- Install and Configure Symantec Endpoint Encryption (SEE). Administer SEE Console.
- Client - Side VPN Support (Cisco).
- Client-Side Citrix Support.
- COTS and Proprietary Application support.
- Troubleshoot all IT related peripheral devices.
- Work closely with other internal parties (Server/Network teams) for timely problem resolution.
- Assist users in person or remotely using common Remote Desktop tools.
- Work with external vendors to facilitate device repair.
Confidential
Desktop Support
Responsibilities:
- Image and Deploy Laptops and PC’s. Backup and Restore users’ data.
- Administer User and Workstation accounts in Active Directory.
- Client-Side VPN Support (Cisco).
- COTS and Proprietary Application support.
- Troubleshoot all IT related peripheral devices.
- Work closely with other internal parties (Server/Network teams) for timely problem resolution.
- Assist users in person or remotely using common Remote Desktop tools.
- Work with external vendors to facilitate device repair.
