Help Desk Technician II Resume

SUMMARY

IT professional with great communication, time management, analytical and problem - solving skills.
Also, a strong background in providing technical support for customers while also teaching employees how to use technology.Willing to relocate: Anywhere
Authorized to work in teh US for any employer

PROFESSIONAL EXPERIENCE

Confidential

Help Desk Technician II

Responsibilities:

Responsible for Tier II support with Clients for teh FDIC
Using Service Now creating tickets and documenting issues
Providing excellent customer service over teh phone and through Bomgar Remote Support
Responsible for Tier II support with Clients for teh FDIC
Using Service Now creating tickets and documenting issues
Providing excellent customer service over teh phone and through Bomgar Remote Support

Confidential

System/Network Administrator

Responsibilities:

Responsible for all IT support in an apple/mac environment.
Implement and manage computer, network, and print systems.
Handle purchasing and testing of hardware.
Organize and manage all documentation within FileMaker IT database

Confidential

Desktop Support Technician

Responsibilities:

Provided IT support for 1000 users in a Windows environment.
Performed hardware and software repairs on Lenovo and Apple products.
Utilized active directory daily to create and delete user accounts as well as perform password resets.
Responsible for imaging laptops from Window 7-10.
Responded to ticket requests using ServiceNow.
Set up Polycom devices for conference and training rooms.
Worked with ServiceNow to support inbound calls from internal system users.
Provided first level operational and technical support through phone and email.
Escalated tickets to next level when necessary.

Confidential, Alexandria, VA

Sales Operation Coordinator

Responsibilities:

Created important Sales Reports relying on heavily on Excel skills
Successfully documented and updated all teh key passwords/logins
Provided high level POS assistance to Store Employees
Hardware/Software troubleshooting for all IT issues at store locations

TECHNICAL SKILLS

Networking: Cisco Routers, WAN/LAN, VLAN, Windows Server, Remote Desktop, TCP/IP Config, DCHP

Software: Adobe, Active Directory, SSCM, Cisco Anyconnect, Office 365, Airwatch, RSA Management

Service NOW: Ticketing, BIOS Config, Apple Remote Desktop

Operating Systems: Windows XP/7/8/10, Mac OSX, Windows Server, OSX Server

Strong Communication Skills: Have provided various areas of support to customers and fellow employees• Organizational Excellence - Managed passwords, refunds and other important information in an orderly fashion using all teh tools at hand.

Problem Solving: Using everything to solve or discover methods to solve issues in software/hardware.

Time Management: Effective at managing time to make sure all projects are being take care of in an efficient manner.

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