We provide IT Staff Augmentation Services!

It Support Specialist Resume

3.00/5 (Submit Your Rating)

Arlington, VA

SUMMARY

  • Strong understanding and working experience with Windows desktop platforms, Win7/Win10.
  • Excellent troubleshooting and problem resolution skills with federal government client(s).
  • Strong work ethic, energetic, motivated to complete tasks in a timely manner, possess an attitude of commitment to the mission, and clear accountability.
  • Capable of working on multiple projects and adapting to frequent changing requirements, priorities, and procedures.
  • Ability to work independently with minimal direction providing technical and non - technical support to multiple users.

TECHNICAL SKILLS

Platforms: Installation & Implementation Microsoft Windows 2000, XP Professional, Vista, Windows 7, 8 & 10, 2000 & 2003 Server.

Applications & Services: MS Active Directory Services, MS Office Suite, IBM Lotus Notes, Liberum Helpdesk Support, Remedy, G4U (Ghost 4 UNIX), G2A (Go to Assist), LANDesk Remote Desktop, Prism Deploy, Novell Secure Login, ServiceNow, Cisco AnyConnect, RSA Parature, BlackBerry Enterprise Server, Novell ConsoleOne, JRBPass, PointSec, SafeBoot, DRA (Directory and Resource Administrator), VPN, Symantec Endpoint Encryption, AirWatch, DameWare, and Spiceworks.

Hardware: Desktop & laptop upgrades & repairs (Dell & HP), Imaging desktops & laptops, Printers installs & repairs (Ricoh, HP, & Canon), and BlackBerry smart phones troubleshooting.

PROFESSIONAL EXPERIENCE

Confidential, Arlington, VA

IT Support Specialist

Responsibilities:

  • Provide “White Glove” service to VIPs.
  • Serve as technical authority and senior specialist for all customer care account management issues/problems, provide technical analysis and planning to support consolidation and integration.
  • Plan and coordinate the installation, testing, operation, troubleshooting, and maintenance of hardware and software systems.
  • Apply expert knowledge of information technology in developing strategies that improve customer experience and satisfaction.
  • Interact with internal clients and vendors as part of engineering and administration activities, such as customer support, technical and operational integration, and system maintenance.
  • Serve as the senior technical analyst and resolve the complete range of problems within the scope of the activity operations and refer operational problems requiring highly specialized expertise to the appropriate technical expert.
  • Deliver walk - up, desk side, and remote IT assistance to all Civil Rights Division (CRT) employees and contract staff during weekday, weekend and holiday rotating schedule.
  • Support and participate on new project(s) testing and deployment/delivery.
  • Coordinate vendor support, software and hardware troubleshooting, repair, and replacement with Office of Information Technology and Cybersecurity (OITC).
  • Configure hardware, software, and services in accordance with vendor Best Practice recommendations.
  • Monitor/update all incidents and requests, reassign or escalate to the appropriate support level, third parties or other teams to spur discussion/resolution.
  • Organize the logistics and movement of assets and equipment to CRT staff and Facilities Management.
  • Install, monitor, troubleshoot, replace, and support end user equipment (terminals, printer’s/printer consumables, multi-function devices/multi-function device consumables, mobile devices, VTCs, scanners, VOIP phones, etc.).
  • Test and educate on remote use in office.
  • Administer Windows Active Directory, Windows Group Policies, and Certificate Services.
  • New User Account Creation via Active Directory (AD)/ Assign Distribution Groups via Exchange Management Console (EMC).

Confidential - Herndon, VA

Sr. Help Desk Analyst - Team Lead

Responsibilities:

  • Provided formal or informal training for users in use of computers, software, phone and peripheral Information Technologist (IT) equipment.
  • Communicated issues and outages following established procedures.
  • Provided user network account support to include setup and configuration (e.g., user profile, e-mail, peripheral access), and troubleshoot user account problems and daily user support issues. Coordinated with customers to ensure they requested the appropriate permissions through their security staff.
  • Diagnosed and resolved unique, unusual, difficult, and complex problems in response to customer reported incidents, provided advice and assistance to minimize interruptions to critical business activities.
  • Maintained high satisfaction through successful and timely resolution of technical problems.
  • Installed, upgraded, supported and troubleshoot printers, computer hardware, mobile devices, Windows OS, Microsoft Office and other authorized desktop applications and peripheral equipment.
  • Determined customer requirements and assisted customers by recognizing and analyzing trends and providing instructions and orientation services.
  • Assisted staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
  • Installed, configured, troubleshoot, and maintained server configurations (hardware and software) to ensure their confidentiality, integrity, and availability.
  • Troubleshoot network, email, local area network (LAN) cabling, and common access card (CAC) issues.
  • Assisted Level 1 technicians with incoming Automatic Call Distribution (ACD) Calls.
  • Managed accounts, network rights, and access to systems and equipment.
  • Reset various account password for employees.
  • Provided strong written and verbal communication skills.
  • Provided on-call support for Level 1 technicians after hours.
  • Approved requests for hardware and software changes.
  • Involved in testing and pilot groups.
  • Troubleshoot JSRA/Citrix problems.
  • Hardware replacement/ Deployment.
  • Re-imaged PCs.
  • Traced cabling for network connections.
  • Resolved issues forwarded by HD Level 1.
  • Ran Remedy Reports.

Confidential, Vienna, VA

Helpdesk Technician

Responsibilities:

  • Provided technical support and troubleshooting to over 7,000 on-site and off-site customers.
  • Provided daily Remedy and LANDesk Remote Desktop use for Help Desk support.
  • Uninstalled/reinstalled software with Prism Deploy.
  • Provided account password resets via JRBPass.
  • Installed desktop and network printer set-ups and troubleshooting.
  • Assisted vendors with troubleshooting issues for local, regional, and international offices.
  • Performed root cause analysis to identify and resolve recurring technical problems.

We'd love your feedback!