Help Desk Support Resume Profile

Qualifications

Research and resolve caller inquires by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups. Tier 1 and Tier2 computer troubleshooting, installation and configuration skills. Unicenter Service desk and Remedy experience, ghosting, remote access, server maintenance team, and customer service skills.

Experience

Confidential

Migration Tech / Desktop Suppt

Primary job function was migrating DOJ users from XP to Windows 7. PC imaging Ghosting, Active Directory, PC Application support and troubleshooting to isolate and diagnose common technical problems.
When migrations were not scheduled we assisted Desktop Support with resolving tickets, interface with customers, providing phone, remote, and desk side IT support. Replace, upgrade, and maintain inventory for deployment.
Working directly with members of other teams to troubleshoot and resolve desktop incidents and update customer.

Confidential

HELP DESK SUPPORT

Providing timely and effective phone support/ desktop support to all locations in Arlington County. Assisting users in identifying and resolving OS and various application related problems.
Supporting client h/w, s/w upgrade and migrations as directed by Operations Mgr. Using Unicenter Service Desk and Cisco Desktop Agent ticketing system to track and resolve request. Remoting into home users and county computers with Remote Access to troubleshoot and resolve issues.
Installing Symantec Endpoint Protection, also using Symantec to image pc, setting up new pc, working with Active Directory, performing other duties assigned by helpdesk Operations Mgmt. in support of users.
Coordinating with IT Asset Mgmt. Specialist to ensure accurate shipping, tracking, and receiving of hardware and software. Install, upgrade, and troubleshoot pc hardware and level 1 2 software. Also member of server maintenance team.
Working on projects such as departmental moves, bldg. moves, pc replacement, 2007 migration, and preparing surplus to shipped out. Fluent in XP 2003, 2007, Outlook 2010, and Win 7.

Confidential

XP Migration Tech

Install, support, and troubleshoot windows 2000 XP user accounts and profiles. Use Symantec Ghost software for cloning and installing for end user work stations.
Diagnostic and repair of Dell HP desktops and laptops, and loading of corporate XP windows OS images.
Provide phone an in-person support to users in the areas of e-mail, directories, standard windows desktop applications, Importing and moving .pst files and mail archives.
Maintain IT hw sw inventory including tracking new, disposed of and transferred devices.
Setting up peripherals such as hubs, KVM switches, docking stations, external hdd, and cd rom drives, assisting with configuring work stations tailored to and individual computing needs.

Confidential

Performs deployment, maintenance and repair on PC hardware and associated peripherals.
Performs software installation, software removal, software configuration
Performs pc installations, PC moves, PC re-images, and other duties as assigned

Confidential

Working at USPTO I was responsible for receiving and delivering computer equipment to customers and also packing and unpacking boxes containing system equipment.
Install desktop h/w and s/w, load new s/w releases and maintenance updates.
Maintain on-line records of all computer peripherals and assets that you are deploying or returning.
Operating handheld scanner for inventory purposes
Ability to setup new workstation with peripherals or upgrade existing workstation.
Downloading drivers or upgrades via intranet, and Active Directory.

Confidential

Install, troubleshoot, service and repair personal computers, network equipment such as servers, modems, and related pc software.
Provide desktop application support, desktop installation, configuration and end user training.
Ability to speak effectively to customers or employees.
Ability to apply common sense understanding to carry out instructions whether furnished in written, oral, or diagram form.
Networking small business offices with 10 25 computer systems.

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