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Help Desk Support Specialist Resume

Reston, VA

Experience

Confidential Reston, VA Help Desk Support Specialist July 2011 to Present

Laptop/ Computer support for user and consultants

  • Image laptops for employee only
  • Troubleshoot PC issue such malware, virus, adware etc.
  • Technical assistance with configuration, installations, upgrades, and
  • Troubleshoot of desktop hardware, peripherals, laptops, mobile phones.

Hardware inventory

  • Printer maintenance and support
  • Inventory
  • Printer repair /cleaning

Active Directory user Computer support

  • Manage User Properties by completing
  • User general information
  • User address
  • User login account
  • User profile
  • User organization
  • User exchange features
  • User email address
  • User sessions
  • User remote control access
  • User terminal service profile
  • User member of
  • User Dial-in right
  • User security

Active Directory groups management

  • Group name
  • Group members
  • Group member of
  • Group or user name
  • Group permission for account operators

Active Directory Domain management

  • Domain name
  • Domain managed by
  • Domain group policy

Software support

  • Microsoft office 2007 suite
  • Blackberry software
  • Check Point client software
  • Cisco VPN client software
  • Crystal report client software
  • Iron Mountain client software for data back
  • VMWARE Installation Configuration
  • Work share Pro or Professional

Software Hyperion client site

  • Oracle Hyperion capital Asset Planning
  • Oracle Hyperion Financial Management
  • Oracle Hyperion Financial Data quality management
  • Oracle Financial Service Balance Close Management
  • Oracle ADI application Installation and Configuration

Other Application

  • Coupa PO module
  • FAS Accounting/FAS CIP
  • Integrity Treasury application
  • Bravo Solution treasury application

WebEx Server Administrator Management

  • Blackberry
  • Avaya phone administration
  • ACD
  • PBX
  • VoIP

Mobile Device Support

  • Troubleshoot and Configurations

Configuration Wi-Fi for user / consultants / visitor

  • User account support
  • Unlock accounts
  • Password resets
  • New Account creation
  • Disabling Accounts

Conference Room Support

  • Daily testing of Audio Video Systems in 17 conference rooms
  • Assist users with projection display
  • Assist with Admin schedule support
  • Configure video teleconferencing with markets

    Confidential Falls Church VAManager Sep 2009 to July 2011

    • Dispatch service calls to onsite technician to solve application issue to client site.
    • Provide support to end-user via phone, remote access or in person to solve Technical issues
    • Provide Active Directory enterprise support for all user accounts by groups rights and access.
    • Edit and monitor AD accounts
    • Help change procedures and improve record in helpdesk support department.
    • Maintain high availability and support in accordance with service level agreement for desktops support
    • Install, configure and manage networking issues to our client office locations
    • Responsible create master image to all user laptop and desktop computers.
    • Monitor and maintained existing server and network infrastructure.
    • Manage company data recovery procedures
    • Train users new application
    • Manage system backup three times a week
    • Install non standard software application to user computers
    • Service and Troubleshoot printers (laser, inkjet, dot matrix and fax machine)
    • Purchase Hardware and Software from different vendors
    • Support and setup and
    • Total service calls unsuccessfully closed each month configure MS office 2007 enterprise to all company users.
    • Responsible to maintain good customers service support to all our clients

    Responsible to run monthly operation report from Remedy entree and review the following issues:

    • Total numbers work orders closed monthly
    • Total of the type of service provide to our customers
    • Total service calls successfully closed each month
    • Total hardware and software applied to resolve the calls

    Run monthly matrix chart to assess company operation.

    • Responsible to hire Field Technician for vacant position base on
    • their technical skills and knowledge
    • Responsible to record technician performance and time
    • employed to close the service call
    • In change of meeting clients quarterly to discuss ways to improve service

    ConfidentialWashington DC Technical Support SpecialistJuly 2007 to Sep 2009

    Administering Network Printer and print services

    • Installing Printers
    • Configure printer properties
    • Configure Printer Server properties
    • Manage printer jobs and local and remote printers

      Centre-ware network printers Server software

      • Mange Xerox, HP, Lexmark and other devices in one common network infrastructure using web inter phase server.
      • Launch Microsoft Add Printer Wizard to install printer
      • Management Consult running you can monitor list printer activities and other devices in to the network
      • Able to diagnose and troubleshoot software via centre-ware web inter phase.

      Mega-Track system can report the user name of print jobs in various environments

      • When used Module MPS/MPC
      • PDL is PCL3 GUI, PCL5, PLC6, or PS we can parse additional information forms the data stream.
      • SNMP (Simple Network Management Protocol) notifications to the Mega-Track server, known as SNMP traps

      Help desk Support for 3000 IMF staff for:

      • Windows XP PRO
      • Office 2007 suite
      • Epicor financial suite
      • Oracle Hyperion Financial Management
      • Oracle Hyperion Financial Data quality management

      Maintain remedy ticket system by entering service call from Email, Phone, and walking customer.

      • Multi-site Support
      • Send and receive SMS
      • Create ticket from incoming email
      • Classify message with routing capabilities
      • Classify incident with severities along with request
      • Run report from remedy data
      • Manage, edit, assign and close ticket as group
      • Create Work orders and assign the ticket to tech

      Run monthly report by extracting data from remedy:

      • Track calls that has issues
      • Track technician resolution from each call
      • Track SLA of each call
      • Run monthly report from remedy system
      • Analyzing Incident, Change Problem tickets and providing status on daily and weekly status call

      Active Directory user Computer support to Manage User Properties by creating

      • User general information
      • User address
      • User login account
      • User profile
      • User organization
      • User exchange features
      • User email address
      • User sessions
      • User remote control access
      • User terminal service profile
      • User member
      • User Dial-in right
      • User security

      Group name Policy

      • Group members
      • Group member of
      • Group or user name
      • Group permission for account operators

      ConfidentialWashington DC User Support SpecialistJune 2006 to Feb 2007

      Software application support

      • Install configure and troubleshoot the following application:
      • Lotus Notes
      • i-manage 6.6
      • Interwoven Desk-site 8.2
      • Concordance software
      • Delta-view application
      • e-copy software
      • Full Authorities application
      • i-connect application
      • Integrity application
      • i-pass application
      • lexus-nexus application
      • Life-note application
      • Quick view plus software

      Lotus Notes support specialist

      • Lotus notes email client installation
      • Lotus notes email client configuration
      • Lotus notes address books configuration
      • Lotus notes address book sharing configuration
      • Lotus notes exchange connection setup

      Maintain Heat ticket system

      • Enter service call to heat ticketing system
      • Assign technician service calls
      • Monitor information entered to the ticketing system
      • Monitor SAL for each ticket closed
      • Run monthly data report from ticket system

      Active Directory user Computer support

      • Manage User Properties by completing
      • User general information
      • User address
      • User login account
      • User profile
      • User organization
      • User exchange features
      • User email address
      • User sessions
      • User remote control access
      • User terminal service profile
      • User member of
      • User Dial-in right
      • User security

      Active Directory groups management

      • Group name
      • Group members
      • Group member of
      • Group or user name
      • Group permission for account operators

      Remote Support Tools

      • Remote access using SMS
      • Push application by using SMS
      • Configure client SMS to user computer
      • Remote support by using Altiris application
      • Install Altiris application user computer
      • Push update to user computer using Altiris
      • Remote access user computer with Altiris application

      ConfidentialWashington DC Residential Corporate IT SupportMarch 2006 to - May 2006 Support specialist Citrix client site

      • Troubleshoot ICA client to user computer
      • Configure ICA client software to client computer
      • Monitor user log from Citrix server site
      • Add and remove user right to access user profile folder
      • Push Citrix image to client computers
      • Support multiple site user support
      • Create shadow profile for each user file
      • Troubleshoot and support hardware / Citrix software client application

      Laptop/ Computer support for user and consultants

      • Image laptops for employee only
      • Troubleshoot PC issue such malware, virus, adware etc.
      • Technical assistance with configuration, installations, upgrades, and
      • Troubleshoot of desktop hardware, peripherals, laptops, mobile phones.

      Hardware inventory

      • Printer maintenance and support
      • Inventory
      • Printer repair /cleaning

      Active Directory user Computer support

      • Manage User Properties by completing
      • User general information
      • User address
      • User login account
      • User profile
      • User organization
      • User exchange features
      • User email address
      • User sessions
      • User remote control access
      • User terminal service profile
      • User member of
      • User Dial-in right
      • User security

      Active Directory groups management

      • Group name
      • Group members
      • Group member of
      • Group or user name
      • Group permission for account operators

      Active Directory Domain management

      • Domain name
      • Domain managed by
      • Domain group policy

      Server Management

      • Blackberry
      • Avaya phone administration
      • VoIP

      Blackberry Device Support

      • Troubleshoot and Configurations

        Configuration Wi-Fi for user / consultants / visitor

        • User account support
        • Unlock accounts
        • Password resets
        • New Account creation
        • Disabling Accounts

        Conference Room Support

        • Daily testing of Audio Video Systems
        • Assist users with projection display
        • Assist users to support video connection
        • Assist with Admin schedule support
        • Configure video teleconferencing with markets

        Rout install: Cisco 2800/3640/3845 routers, Switching: Cisco 2900, 2950, 2960, 3500, 3550, 3560, 3560, 4507, 4948, 6507 series switches, Gigabit Ethernet, 802.1q,ISL, Ether Channel LAN/WAN: IP Routing, TCP/IP, RIP, EIGRP, OSPF, BGP, MPLS, CDP, IEEE 802.IQ, VTP, STP, RSTP, HSRP,VRRP, VLAN, Frame Relay, PPP, HDLC, Multi Layer Switching, ACLs, NAT,

        Operating Systems: Windows 3.x NT 4.0, Microsoft XP, Vista, Windows 2003 Windows 2000, Windows 7

        Applications: MS Office 2007, MS Exchange 2003/5.5, Blackberry Enterprise Server, Norton Antivirus, Microsoft Visio 2003, Altiris client Agent

        Server Hardware: Server 2000, Server 2003, Client Hardware: All Brand Desktops, laptops and Peripherals

        Education Business Administration International Management Master of Science in Information Systems

        References Available upon request

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