SUMMARY

• IT professional with 8 years of experience in desktop support, help desk support, project management, and technical writing.
• An IT nerd, but with real people skills.
• Experienced in software configuration, executing updates and upgrades, troubleshooting, collaborating with multiple vendors for troubleshooting, and user training.
• CompTIA A+ certified as of June 2021.
• Current Public Trust Clearance.

CORE COMPETENCIES

• Application Support
• Desktop Support
• Microsoft Office (Word, Excel, PowerPoint, Publisher, Outlook)
• ProDOC (Document Management System for Banking)
• FootPrints Service Desk by BMC
• Core Banking Software
• CU*BASE Gold, CMC Flex, FedComp Platinum, EPL iPower
• Active Directory
• MailChimp
• WordPress
• Joomla Adobe

PROFESSIONAL EXPERIENCE

DESKTOP SUPPORT TECHNICIAN

Confidential, Washington, DC

Responsibilities:

• Image/reimage Surface Pro, HP EliteBook, and Dell OptiPlex devices for deployment.
• Perform tier 2 troubleshooting on PC’s, laptops, and tablets for 2500+ users.
• Provide both in - person and remote support to 10 locations.
• Upgrade and replace PC components such as memory and storage.
• Troubleshoot VPN software Cisco AnyConnect.
• Resolve Active Directory permissions issues, adding users to and removing users from groups.
• Install and troubleshoot network printers and local printers.

REFRESH TECHNICIAN

Confidentia, Washington, DC

Responsibilities:

• Replaced laptops and docking stations with newer models.
• Performed both in-person and remote refreshes.
• Provided documentation or in-person guidance to back up data and connect new equipment.
• Made use of backup and restore scripts to move data from old equipment to new equipment.
• Installed printers, scanners, and other devices on the new laptops.
• Tested laptops prior to deployment.
• Improved preparation processes resulting in 25% time savings.
• Received consistently superior reviews on customer service.

HELP DESK TEAM LEAD

Confidential, Washington, DC

Responsibilities:

• Served as liaison between the help desk team and other teams and departments.
• Managed ticket queue to ensure tickets were assigned to the proper team and/or technician.
• Assigned incoming tickets in the queue to help desk staff.
• Watched for repeating patterns in issues and reported these to management.
• Prepared monthly reports to management.
• Took incoming phone calls and emails as necessary.

SENIOR HELP DESK TECHNICIAN

Confidential, Washington, DC

Responsibilities:

• Troubleshooted software and hardware issues for 2500+ users. Devices supported include PC’s, HP EliteBooks, MS Surface Pros, and iPhones.
• Documented troubleshooting in Symantec ticketing system.
• Used Active Directory to reset passwords, create new user accounts, unlock accounts, and disable or re-enable accounts.
• Used Active Directory to add or remove users/computers from security groups, including shared drives, printer groups, shared mailboxes, shared calendars, distribution groups, and shared mailboxes.
• Installed and reinstalled software applications as needed.
• Created and configured new email accounts in Exchange Admin Console.
• Assigned and unassigned equipment to and from users in asset management system Maximo.
• Set up mobile phones for users in a mobile device management system and the service carrier website.
• Used Microsoft Endpoint Configuration Manager (previously known as SCCM) to establish remote sessions for troubleshooting and look up network computer names for troubleshooting.
• Received numerous bonuses due to superior people skills/communication
• Provided computer help desk support to on-site and remote staff; increase up-time for organization.
• Read technical manuals and KnowledgeBase articles, conferred with users, used command prompts, and conducted computer diagnostics to provide technical assistance and support.
• Answered user inquiries regarding computer software or hardware operation to resolve problems.
• Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

APPLICATIONS ADMINISTRATOR

Confidential, Birmingham, AL

Responsibilities:

• Provided desktop support to staff at three locations; increased up-time for back office staff and frontline staff and saved money by providing service for which technology vendors charged fees.
• Installed and troubleshooted PC’s, laptops, tablets, smartphones, printers, multifunction devices, and signature pads.
• Used LogMeIn or Remote Desktop Connection or Windows Remote Assistance to connect to PC’s remotely for troubleshooting and installations, saving time and money.
• Managed, troubleshooted, configured, and installed software for the organization, including the core banking application (CU*BASE Gold), document management software, electronic signature software, MS Office, Internet Explorer, and Google Chrome.
• Served as primary liaison with networking and software vendors for all software questions, incidents, and requests, freeing up time for staff to focus on their primary job functions.
• Voiced input in management team meetings from an information technology perspective; made suggestions for new technology and improvement of current technology.
• Served as de facto project manager for multiple major projects, including building a computer network from scratch, moving the entire network to a new headquarters, converting the core banking software to a new vendor, and developing the organization’s first mobile app.