Help Desk Tier 2 Resume Profile Arlington, VA - Hire IT People

OBJECTIVE

To further my experience and growth In the information technology field: special interest in network support, hardware/software support, helpdesk tier 2, network administrator and other related computer technology positions.

EXPERIENCE

Help Desk Tier 2

Confidential

Served as escalation point resolving software/hardware issues from tier 1 staff
Record, maintain and update records in the Incident Management system
Advise to Directors, CIOs, VPs of client support or technical issues for all clients
Cleared malware/spyware/viruses from end users infected machines
Backed up end user's data and upgraded their OS to include all previous software/data
Reimaged newly purchased laptops and desktop with up to date Group Policies, VPN client,
and necessary hardware installations
Deployed and provided technical support for mobile devices such as Blackberry BES and
iPhone/iPad iOS
Physically setup and deploy new workstation for new employees or internal moves
Provided hardware support for printers throughout the entire building, replacing toner,
maintenance kits, fusers, rollers, etc.
Helped raise overall annual Customer Satisfaction rate from 79 to 85

Help Desk Tier 1

Confidential

Provide desktop support for over 800 clients around the US by phone or remote assistance.
Isolate, identify and repair computer equipment
Maintained software inventory assets, as well as hardware assets
Preformed diagnostics and troubleshooting of system issues
Maintained inventory for all equipment, and documented help desk tickets/resolutions
Perform system restore and backup of end user equipment including archival of end user data files and installation of operating system software
Create logs and documentation for new user training and staff development
Consulted with the end user to determine their IT needs and recommended options based on their departmental budget and projected future growth
Awarded Customer Service Recognition for the months of Jan, April, June, and July 2010 for Outstanding Customer Service and also the Third Quarter of 2010. Awarded again June 2011
Help raise overall annual Customer Satisfaction rate from 87 to 93

Skills

Deployment
Data Migration
Imaging
MS Windows XP
MS Windows 7
Network Support
Wired/Wireless Routing
Remote Desktop
TCP/IP
Active Directory
Nortel VPN Client
Citrix Support
RSA Token Management
Printer Hardware
Printer Software
Malware/Virus
Blackberry BES
iOS Devices
MS Office 2007/2010
Archive Emails
Corrupt Profiles
BMC Service Desk Express Tickets
VMware
LanDesk Mangement
Novice to:
MAC support
Cisco Routers

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Help Desk Tier 2 Resume Profile

Arlington, VA

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