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Desktop Support Technician Resume Profile

Fair Lakes, VA

Objective

Information Technology professional seeking a position where my experience in diagnosing and resolving technical problems, in a multi-user environment, will contribute to exceeding organizational mission and objectives.

Professional Qualifications

  • Proficient in analyzing, troubleshooting and resolving issue to a positive outcome.
  • Ability to learn quickly in a tam environment or with minimal supervision.
  • Bilingual: Fluent in French Creole.
  • Project and analyze IT products and capacity to ensure client is above IT standard.
  • Market research, surveys and procurement of IT related products both hardware and software.
  • Experience in troubleshooting and maintaining desktop applications.
  • Excellent communication and interpersonal skills.
  • Exceptional written and verbal communication skills.
  • Work effectively with clients, peers, management, military and government personnel and senior level government leaders.
  • Exceptionally organized, accurate, strong analytic and presentation skills.
  • Ability and desire to learn new technologies quickly.
  • Have an understanding of information systems security network architecture general database concepts document management, hardware and software troubleshooting, electronic mail systems, such as Exchange/Lotus notes.

Summary of Qualifications

  • Hardware/Software Knowledge:
  • Windows based applications: MS 98-XP/MS Server 2003/Vista/Win 7 8 OS, Office 2003-07/2010/2013.
  • BES, Citrix, Ghost and Radius Servers
  • Microsoft Outlook Exchange e-mail client and Internet access
  • Oracle
  • SQL Database
  • Lotus Notes
  • Active Directory
  • Blackberry Manager 7.1 / Blackberry At t/Cingular/Sprint/Verizon
  • Safeword Premier Access/ ONE Enrollment FOB access
  • Securedoc/Safenet Protectdrive
  • ServiceNow Ticketing System
  • UTT Universal Trouble Ticket
  • Remedy Database
  • Symantec Encryption/SEE tools
  • Citrix Presentation
  • Desktop Authority
  • Enterprise Scritplogic
  • Tumbleweed
  • Netsign/ActivGold
  • Active Directory
  • Dameware Remote
  • VZaccess Manager
  • Microsoft windows imaging component
  • IBM Access

Professional Experience

Confidential

Desktop Support Technician

  • Organized and monitored the entire dell inventory within the onsite location
  • Setup and managed all the computer equipment in the new facility setup and configured LAN.
  • Running various imaging projects for different sections of the facility.
  • Provided technical support for hospital staff on Providence hospital grounds/Campus.
  • Entered Help Desk requests through ticketing system and assigned unresolved trouble tickets to appropriate group.
  • Setup the entire newly remodeled emergency room with workstations and assisted in the project

Confidential

Desktop Support/ISSO

  • Troubleshooting with numerous server platforms in a multi-layered server environment.
  • Remote Desktop support for 3 locations in Maryland Curtis Bay and Virginia Alexandria Arlington .
  • Assisting on implementing various SOPs' and allowed software changes.
  • Ensuring desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
  • Ensuring access for users to domain by implementing Fob's to domain users on TDY.
  • Currently project managing for new classified SCIFs' within ABS.
  • Managing BES in a Lotus Domino environment
  • Insure SCIFs' follows NISP/DSS rules and guidelines.
  • Planning and building of DSS approved classified images and laptop.
  • View and manage JPAS system for modifications/upgrades on clearances.

Confidential

Remote Access Admin 3/System Admin

  • Tier 2 and Tier 3 Remote/Local IT support for over 30,000 State Department help desk administrators and users locally and internationally
  • Created, upgraded and monitored the BES, Citrix, ONE and Radius servers on the WASHDC domain
  • Configured and managed the Bes and Exchange servers Managed filtering and BES intergration
  • Provided Tier 3 support for BES administrators and users on the WASHDC domain
  • Built farms and implementing server upgrades to G5's
  • Created accounts via BES and activated Blackberry devices within BES and handheld device
  • Monitored Web-based UTT/Remedy ticket system and assign tickets to administrators
  • Assisted administrators with encryption of laptops troubleshooting Vista machines for encryption using Securedoc and Safenet Protect drive
  • Interacted with numerous computer platforms in a multi-layered client server environment.
  • Trained users and administrators in THIN/FAT client of Remedy

Confidential

Desktop Support Technician Onsite Contractor

  • Created and installed mass imaging for many Laptops/Workstations and migrated data
  • Recommended and performed upgrades on systems to ensure longevity.
  • Assisted with the upgrading of BES software and managed it through an Exchange environment
  • Unlocking, resetting and modifying user accounts as needed and requested.
  • Entered Help Desk requests, track assets and close out request through Remedy.
  • Resolving email, network access and password problems over the phone or remotely.
  • Worked with procurement staff to purchase hardware and software.
  • Assessed functional needs to determine specifications for purchases.
  • Assisted in maintaining LAN/WAN records and, as appropriate, telephone systems cable.
  • Ordered computer and printer/copier supplies.

Confidential

Desktop Support Technician

  • Head Desktop technician of project Produced and installed mass imaging and migrated data for project.
  • Managed staff with the installation, configuration, and ongoing usability of laptops, tower desktops, peripheral equipment and software within established standards and guidelines.
  • Complied with vendor support contacts to resolve technical problems with desktop computing equipment and software.

Confidential

General Clerk IV - Onsite Contractor

  • Handled filing of Security Sensitive Information SSI documents.
  • Inputted various data from SSI documents into Microsoft word and Excel.
  • Provided clerical and technical support for office staff.
  • Reviewed and verify timesheets for law enforcement and administrative personnel.
  • Entered routing slips and SSI documents into Data tracking system and timesheets into FPPS Database .
  • Managed and updated equipment and supplies for office.
  • Distributed important SSI documents and mail to special agents and administrative personnel.
  • Carried out projects that are presented to me by administrative personnel.

Confidential

Security Screener

  • Secured all airline passengers' baggages by inspecting for any dangerous and prohibited items.
  • Scanned bags using state of the art x-ray technology and performed body inspection.
  • Implemented airport anti-terrorism procedures and defenses.

Confidential

Administrative Assistant

  • Updated company files and records.
  • Created reports and presentations utilizing MS Excel and PowerPoint.
  • Carried out various administrative and executive assistant tasks.
  • Organized and implemented small computer projects for Technical Staff

Confidential

Computer Technician

  • Assisted in the creation of Microsoft Certified Systems Engineer MCSE training courses for trainees.
  • Worked as Instructor's Aid for complex computer courses.
  • Organized and planned tri-weekly meetings to initiate communication between staff and trainees.
  • Setup and managed all the computer equipment in the training facility setup and configured LAN.
  • Provided technical support for company staff and students.
  • Entered Help Desk requests through Remedy and assigned unresolved trouble tickets to appropriate group.
  • Utilized HP OpenView to monitor network for outages.
  • Supplied customer support for users local and worldwide.
  • Ran administrative applications when needed.

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