Tier 1 IT Customer Service Helpdesk Technician Resume Alexandria, Virginia - Hire IT People

SUMMARY

Confidential Veteran and IT Specialist wif over 10 years of experience. Established professional, TEMPeffective at multitasking and setting priorities wif teh ability to supervise others and develop a team mentality for teh most efficient day - to-day operations.
Superior customer service driven and communications skills to interact wif users of various capabilities and understandings. Capable of assessing a problem, finding TEMPeffective resolutions, and applying a working solution wifin a reasonable timeframe.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Tier 1 IT Customer Service Helpdesk Technician

Confidential, Alexandria, Virginia

Responsibilities:

Remotely provide daily troubleshooting and resolution to user’s technical needs wifin a Government establishment while providing them wif a pleasant conversation and exceptional knowledge.
Assist upper and lower Tier team members wif finding solutions to their client’s technical needs utilizing an established knowledge base and years of first-hand experience.
Ensuring customer satisfaction keeping in line wif current Standards of Operational Procedures and existing Knowledge Base Articles while also being able to provide Out of teh Box solutions to unknown issues.
Providing customers wif exceptional service verifying and acknowledging their current needs and delivering solutions they feel came from a service representative dat listened to what was being stated.

Tier 2 IT Customer Service Helpdesk Technician

Confidential

Responsibilities:

Smoothly transitioned a large portion of in-office workers from a desktop solution to a laptop solution to allow continued operation wifin teh organization during COVID quarantine and restrictions.
Answered 200+ calls wifin 45 seconds each and 100+ emails wifin 30 minutes each daily for a 5000-employee company and staying wifin a 95% SLA each month.
Assisted Tier 1 teammates by providing daily knowledge and instruction dat assisted them wif doing their job while also gaining teh knowledge needed to perform Tier 2 work wif confidence and speed.

Senior Systems Technician / Associate Data Center Engineer

Confidential

Responsibilities:

Orchestrated a switch from Microsoft 32bit Windows 7 to 64bit Windows 7 on all client PCs and demonstrated a higher reliability rate of current hardware allowing for a lower volume of support calls to Tier 1 and Tier 2 departments.
Collaborated wif other departments leading to an overall 100% improved return rate of leased Data Center equipment and helping to save thousands each quarter.
Overhauled an aged corporate backup solution and strengthened teh recovery rate from less TEMPthan 40% recoverable to over 80% recoverable wifin a year while continuing this reliability as a new solution was implemented.

Systems Engineer

Confidential, Virginia

Responsibilities:

Worked wif a team of System Engineers and Network Administrators managing a range of customers in a wide variety of businesses.
Assisted wif maintaining a Virtual Cloud system running at a local data center supplying email, hosted websites, and server storage to our customers.

Data Center Support Tech 2

Confidential

Responsibilities:

Pulled over 100,000 feet of copper and fiber wifin overhead racks and terminated in a central location.
Ensured all network drops were terminated, toned, and tested for quality assurance.
Rolled in and installed over 40 fully operational data center cabinets.

Information Technology Specialist

Confidential

Responsibilities:

Monitored computer system performance to ensure proper operation and resolved computer software problems.
Managed small business networks for multiple clients throughout Northern Virginia.
Data recovery was performed for a client dat was told by another IT consulting firm dat teh hard drive was beyond recovery.

Senior Systems Engineer

Confidential

Responsibilities:

Implemented a Microsoft Windows Terminal Server solution allowing for a rotation of over 25 Project Managers to TEMPeffectively login locally through terminal stations and remotely through laptops minimizing overall maintenance and cost.
Designed and executed a 100% successful merger of multiple office locations into one centralized location while maintaining a 100% connection reliability to servers allowing for active deadlines to be completed.
Designed and delivered an upgrade of all PC hardware from older versions of Microsoft Windows, Microsoft Office, Autodesk AutoCAD, and QuickBooks Enterprise Solutions to teh current versions while 100% operation of teh company was maintained.