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Help Desk Technician Resume

SUMMARY Skilled technical support professional with over 8 years experience providing telephone, email and web technical support to diagnose, troubleshoot and resolve client issues with MS Office, e-mail, internet and network connectivity, hardware/peripherals and Windows XP in a multi-user environment.

TECHNOLOGY AND SKILL SUMMARY SOFTWARE: Microsoft Office 2003/2007, Microsoft Exchange, Remedy, CA Service Desk, Bomgar Remote Access Tool HARDWARE: IBM, Dell laptops and workstations, various printers OPERATING SYSTEMSWindows XP/Windows 7, Mac OS 9 and 10 OTHER AVAYA CMS, Active Directory, basic TCP/IP, CISCO vpn client

EXPERIENCE Help Desk Technician - Confidential 03/2011 9/2011 (Johns Hopkins Applied Physics Laboratory Contract)

  • Granted timed user access to install, access, or download approved and/or trusted software, applications,executables utilizing Bit 9/Parity agent
  • Created, tracked, and closed change or incident tickets for related email and calls utilizing CA Service Desk ticketing system
  • Activated Blackberry devices for new users and reset passwords utilizing Blackberry Manager 4.1.0, basic troubleshooting as necessary
  • Utilized Active Directory to check account status, verify and manage account and services
  • Utilized Altiris Deployment Console to push standard and non-standard software to user machines

Technical Support Analyst - Confidential 12/2008 10/2010

  • Provided first-level technical and support, troubleshooting desktop, laptop, and network connectivity problems utilizing remote access, via telephone, email or web using documented processes where available and best practices as needed
  • Supported proprietary FDIC software and applications (GENESYS, ALERT, 4C/Astep) and FDICconnect website to State and FDIC Bankers, Examiners and FDIC Employees. Web requests include, but are not limited to technical problems or errors, user education/training and general questions
  • Created, tracked, and closed trouble and/or infrastructure change tickets for related calls, email and web support while ensuring end-user satisfaction. Escalated issue to higher level of support for assistance and/or resolution as necessary
  • Monitored updated tickets of technical support specialists/developers that tickets were assigned

Technical Support Analyst - Confidential 05/2006 10/2008

  • Responded to incoming calls and email requests for technical assistance, support or services from NIH(National Institutes of Health) Center for Information Technology (CIT) staff
  • Researched, diagnosed and resolved issues with network connectivity, vpn, proprietary programs and applications, standard COTS, desktop, browser, hardware, software and peripherals for PC and Macintosh users
  • Utilized Active Directory to view user account information and status
  • Unlocked user accounts and reset passwords
  • Created detailed service tickets using Remedy software
  • Logged, tracked and triaged calls. Reassigned ticket if higher level of technical support or desk side assistance is required
  • Assisted with editing and updating documentation for NIH Knowledge Base

Customer Service Representative - Confidential (10/2004 04/2006)

  • Responded to incoming and outgoing calls, emails and requests for assistance from financial aid administrators and DOE (Department of Education) personnel regarding financial aid related programs and issues
  • Identified and resolved technical and user problems related to Fiscal Operations Report and Application to Participate (FISAP) and other Campus Base related sites as needed
  • Logged all calls in Campus Base tracking site
  • Assisted with testing of Campus Base supported sites
  • Provided other support as needed

Administrative Assistant - Confidential (05/2003 09/2004)

  • Provided administrative support to staff
  • Created and modified documents utilizing various software packages
  • Received and screened incoming calls and visitors
  • Organized and maintained files
  • Scheduled, organized and coordinated travel itineraries

Technical Support Representative Confidential (05/2000 04/2003)

  • Provided knowledgeable and creative technical solutions for user problems on PC, laptop, Macintosh, cable modem and/or peripherals using documented procedures and troubleshooting techniques
  • Identified and resolved connectivity and/or provisioning issues arising during or after installation including remote assistance to technicians at customer site
  • Troubleshoot and resolve configuration, browser or operating system related configuration issues utilizing TCP/IP/DHCP utilities such as PING and IPCONFIG
  • Provided email configurations and user education as needed
  • Created, managed, and modified user accounts/usernames, reset passwords
  • Logged calls, requests for service, maintenance and other issues into Remedy database

EDUCATION AND TRAINING Cybersecurity Anticipated Microsoft Certified Desktop Support Technician Coursework towards BS - Information Technology

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