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It Support Specialist Resume Profile

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Washington, DC

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TECHNICAL SKILLS:

Certifications: CompTia A , CompTia Security

Clearance Level: Public Trust

Hardware: Desktop/Laptop Computers, Servers, Modems, Routers, and Printers

Network/Protocols: TCP/IP, FTP, TFTP, DHCP, DNS, Network Installation

Operating Systems: Windows 7 8, Vista, XP, Server 2008, Server 2012, MAC OSX

Software: Microsoft Office, Microsoft Exchange, Novell Client, Citrix, Oracle Peoplesoft, PASS Ariba Buyer, iLeads, McAfee, Net Extender, Bomgar, LogMeIn Rescue, RAPIDS, DEERS, Active Directory, Remedyforce

WORK EXPERIENCE:

IT Support Specialist

Confidential

  • - Provided remote and deskside technical support to most DC government agencies including the Metropolitan Police Department, the Department of Health, and DC Public Schools
  • - Troubleshoot desktop, laptop, printer, and server issues as well as VPN and Microsoft Exchange issues
  • - Created, added, and edited user accounts via Active Directory
  • - Reimaged both Windows and MAC operating systems
  • - Handled an average of 60 calls per day with a 75 first call resolution rate

Technical Support Specialist

Confidential

  • Provided Tier 1 and Tier 2 desktop support - Provided remote technical support to various private and government contract companies - Performed Backup tape swaps and server room checkups for clients - Troubleshoot network printers and fax machines - Provided monthly and weekly updates to both servers and client workstations

Help Desk Agent

Confidential

  • -Troubleshooted DoD systems, RAPIDS and DBIDS, as well as troubleshooted network issues on DoD devices
  • -Setup veteran accounts on the eBenefits, TRICARE, and milConnect websites
  • -Assisted Verifying Officials and Site Security Managers with adding TRICARE beneficiaries in the Defense Enrollment Eligibility Reporting System DEERS

Technical Support Representative

Confidential

  • -Troubleshooted customers' computers through a remote session using WebEx
  • -Supported Windows 7, Vista, and XP operating systems and installed company software and software updates
  • -Documented issues and resolutions using an Open Source Ticketing System
  • -Network troubleshooting/setup such as diagnosing DNS and DHCP issues
  • -Printer troubleshooting/setup such as driver installing and updating
  • -Handled an average of 30 calls per day with a 90 first call resolution rate

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