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Help Desk And Support Resume Profile

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NY

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Professional Summary

Navy Veteran with 12 years of help desk and system administration experience. Customer satisfaction-oriented and driven by challenges and problem-solving. Motivated and independent self-starter with strong skills in tier 3 support and troubleshooting.

Skills

Active Directory

  • Office 2003 2010 Suite
  • Troubleshooting
  • Windows XP and 2000 Server
  • Customer Service
  • System Administration
  • Project Administration
  • Remote Access Tools
  • Mac iPhone and iPad Support
  • Clarify Heat Remedy and TrackIt Ticketing System
  • SMS/SCCM
  • Symantec/Norton
  • Projectors/Printers/Telecom
  • Credant Encryption

Professional Experience

Confidenital

Materials Manager IT

  • Obtain competitive quotes and seek out new vendor relationships when applicable to purchase a variety of IT equipment.
  • Review and pay invoices for purchases and services.
  • Negotiate contract renewals for telecom.
  • Maintain inventory control of IT equipment in the company.
  • Inventory and disposal of retired IT equipment.
  • Plan and coordinate practice moves from building to building regarding equipment disposal and telecom services.
  • Utilized MAS200

Confidenital

Healthcare IT Administrator

  • Hired to support department and management on project administration.
  • Provide IT support via telephone in person and by use of remote management tools to physicians patients and support staff.
  • Project administrator working closely with Chief Technology Officer CTO on various projects.
  • Led department remodeling project
  • Prepare annual board meetings and quarterly shareholder IT projects.
  • Manage schedule reimbursements and expenses for CTO.
  • Prepare spreadsheets and maintain project statuses department-wide.
  • Experience with Electronic Health Records EHR/EMR .
  • Apple support including iPad and iPhone ordering repair setup and troubleshooting.
  • HIPAA compliant.
  • Maintain daily and weekly reporting for help desk technicians service tickets
  • Created and maintained knowledge base for all of IT to utilize

Confidenital

Helpdesk Specialist

  • Provide IT support via telephone in person and by use of remote management tools.
  • Daily tasks include machine imaging problem identification and correction and collaborating with other technicians to resolve networking and server problems.
  • Imaged computers for refresh.
  • Led HSPD-12/CAC directive for Federal Law Enforcement Training Center.
  • Create Standard Operating Procedures for various software programs and solutions.

Confidenital

Helpdesk Technician

  • Provide IT support via telephone in person and by use of remote management tools.
  • Support 600 PC s 900 accounts and answer 2400 calls per month.
  • Daily tasks include machine imaging problem identification and correction and collaborating with other technicians to resolve networking and server problems.
  • Additional duties involve supporting VTC and Web page support and the use of formal help desk tools.
  • Conduct annual inventory of assets.
  • Maintain and update all user agreement forms and training for each user account.

Confidenital

Remote Desktop Management

  • Tier 3 support for Navy/Marine Corps Intranet contract.
  • System Administrator for NMCI workstations and over 700 000 users.
  • Experience with NetMeeting remote tool.
  • Diagnose troubleshoot and resolve user issues in an outbound call atmosphere.
  • Experience with Active Directory.

Confidenital

Customer Service Representative

  • Troubleshoot tablets laptops and peripheral hardware cd drives HP printer models FOB keys and routers .
  • Assist users with Internet software and hardware support via telephone.
  • Provide excellent customer service.
  • Train new hires on multiple help desk tools and applications.
  • Experience with VPN.
  • Utilized Clarify documentation software.
  • Troubleshoot Windows XP platform and Office 2003 suite.
  • Experience with LogMeIn remote tool.
  • Created and presented technical powerpoints for corporate training purposes.

Confidenital

Helpdesk Support Technician

  • Assist customers with troubleshooting and repair of dell computer and peripheral software.
  • Install/uninstall software including operating systems drivers and applications.
  • Tier 2 Help Desk - software specific.

Military Experience

Confidenital

Honorable Discharge - Information Technician

  • Maintained intranet website.
  • System administrator for command of over 120 users.
  • Trained reservists on use of CAC software.
  • Tracked inventory of all hardware equipment.
  • Planned coordinated and implemented a contracted network move from one building to another.
  • Supervised and delegated various IT tasks to junior sailors.
  • Maintained a network for over 70 computers and printers.
  • Established and managed over 120 user accounts.
  • DMS Gateguard and Turboprep experience.
  • Utilized Active Directory for maintenance of command user accounts.
  • Maintained computer hardware and replaced parts as needed.
  • Maintained network by installing system upgrades and patches.
  • Utilized Symantec Ghost and Tivoli and NetMeeting remote tools.

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