Resume IT Support Staff Level II Washington, DC - Hire IT People

SUMMARY

Elevenyears experience in technical support and help desk
Eleven years experience with Lenovo Compaq, Dell, and HP desktops
Promoted from Tier I agent to Tier II callback agent
Exceeded expectations on resolving issues for users.
Excellent interpersonal and communication skills, written and oral

TECHNICAL SKILLS

Operating Systems: Windows 2000/ME/XP/7, 2003 Server, Red Hat Linux, UNIX

Software Applications: MS Office 2000/XP (Word, Excel, Power Point, Access), Lotus Notes, Norton Utilities, MacAfee, Internet Explorer, Novell NetWare, Altiris, Ghost, PCAnywhere, system backups batch file creation and batch stripping

Networking: LAN/WAN, TCP/IP, VPN, Frame Relay, DHCP, DNS, Active Directory, Cisco Routers, and Ethernet Services

Languages: HTML, XML

Salary Requirement: $40,000 to $50,000 per year

PROFESSIONAL EXPERIENCE

IT Support Staff Level II

Confidential - Washington, DC

Responsibilities:

Reimaged Lenovo laptops and desktop
Deployed new laptop and desktop in ED7 Deployment Project
Installed approved software packages.
Respond to Remedy ticket dealing with issues with Lotus Notes, Network connectivity, hardware, software and laptop loaner request.
Use Active Directory to edit user accounts and workstations.
Reimaged Lenovo laptops
Resolved issues dealing with Lotus Notes.
Responsible for running reports for HP color printers.
Assisted user with password reset.

LAN Tier II Technician

Confidential, Arlington, VA

Responsibilities:

Imaged Dell and Hewett Packard laptops and desktop computers using Ghost imaging software
Setup and configured web conferences using Microsoft Communicator.
Responded and resolved tickets from internal users.
Setup employee workstations
Install required software on laptops and desktops
Troubleshoot issues dealing with migration from Lotus Notes to Windows Lync 365 and Outlook 2007
Used Bomgar to remote into user’s workstation to guide user to resolve issues.
Routed calls to Tier II for unresolved issues.

Help Desk Agent Tier II

Confidential

Responsibilities:

Safeguarded personal information of service members, veterans, and their dependents
Review service member's, veteran's and dependent’s records for Identification Card issuance
Troubleshoot, remotely configure and install the HP Fargo 5000 Common Access Card(CAC) printer, HP Scanjet 3005, fingerprint reader, barcode reader and CAC card reader
Help active duty members with applying for Transfer of Educational Benefits (TEB)
Reset passwords and suspended account forDMDC supported applications
Provide assistance with Contractor Verification System(CVS)
Provide support and assistance Real-Time Automated Personnel Identification System(Rapids)
Utilize the CA Ticket system to document issues dealing the Rapids systems and other supported applications
Follow up with users to resolve open issues with Rapids, eBenefits, CVS, and other supported applications.

Help Desk Support Technician

Confidential

Responsibilities:

Upgraded old Dell systems to HP wireless systems
Tested new systems with the upgraded Thin Client software
Verified that user could access hospital's intranet
Configured new systems using TCP/IP
Setup and troubleshot user's workstations
Responded to tickets submitted through Remedy solutions software

Help Desk Support Technician

Confidential

Responsibilities:

Upgraded and installed HP and Xerox printers
Configured printers by assigning correct IP address
Verified users could connect and print to printers
Worked with network engineers to solve network and driver issues
Responded to any tickets dealing with printer upgrades (Live Link)
Completed security policy training
Upgraded, configured and installed printers to client's instructions
Used TCP/IP protocols to join printers to the network
Installed printer drivers to the workstations
Trained users to use printer functions

Independent IT Contractor

Confidential

Responsibilities:

Upgraded and installed computers and server and rejoined the workstations to the domain
Rewired the server to the switches, Cisco router and the workstations
Used TCP/IP protocol to join workstations and server to the network
Verified with users that all applications worked properly
Upgraded and installed backup power supply

Independent IT Contractor

Confidential

Responsibilities:

Upgraded and installed computers and server and rejoined the workstations to the domain
Used TCP/IP protocols to join workstations and server to the network
Verified with users that all applications worked properly
Trained users to change backup tape
Upgraded and installed backup power supply

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