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Deskside Support Resume

Mclean, VA

EMPLOYMENT HISTORY:

Confidential, McLean, VA

Confidential

Responsibilities:

  • Daily basis assist customers with troubleshoot basic to advanced hardware and software issues on a wide variety of machines, including Windows operating systems.
  • Assists via Active Directory; reset passwords and unlocked accounts
  • Provided support for Mac/PC computers connecting to projectors in the 20+ Conference Room’s in the building
  • Administered the upkeep of Remedy ticketing system, including recording, tracking and categorizing all telephone inquiries and e - mails, problem symptoms and status information to ensure proper resolution
  • Assists remote users in installing routers and activating VPN in accordance with agreed upon processes.
  • Monitored and initiated security training, updates, patches, enforced all security policies and directives
  • Responsible for laptop and desktop configurations
  • Blackberry Support for field technicians and various internal customers. (Assisted managers with their devices).
  • Supported several Xerox printers, copiers, fax machines and other various multifunctional products.
  • Remotely assisted laptops and desktop machines to all end users.
  • Assist clients with setting up workstations and laptops for new employees; configured systems, ensured network connectivity, and installed and tested hardware and software
  • Implemented new software and upgraded existing software on customers workstations
  • Custom configuration of customer machines utilizing Boot Camp, Parallels and various utilities for multiple boot and virtual systems
  • Entrusted with the most complex customer service issues; possessed exceptional ability to build productive relationships and resolve difficult issues in a courteous and calm manner
  • Performed both hardware and software installations for Dell products while doing major PC rollout.

Confidential, Washington DC

Deskside Support

Responsibilities:

  • Migrated 3000 + machines from Windows XP to Windows -7 internally at headquarters and helped conduct 1000 migrations via remote assistance at satellite offices
  • Installed Office Professional plus 2010 along with SharePoint 2010 on select PC’s
  • Executed scan state and load state for scripts for window’s environment migration
  • Spearheaded migration transition tickets and installed per department software
  • Emphasized customer service and high report with clients to promote OIT department success and open communication between federal employees and contractors
  • Created highly detailed pre and post deployment tickets in Remedy ticketing system for clear and concise resolution for client assessment, quality assurance and audit purposes
  • Assisted in the decryption and encryption laptop\desktops before and after migration with Point-sec PC.
  • Installed Cisco phone systems and performed port security protocols for assignment of network configuring
  • Worked with Active Directory extensively for account creation and password resets
  • Utilized proper work flow to facilitate higher productivity and quicker ticket resolution to meet and exceed service level agreements
  • Authenticate, assign, deploy and troubleshoot blackberries, iphones and ipads
  • Manually backed up user documents, favorites to the network drive before scheduled deployment.
  • Worked on hardware troubleshooting and served as liaison for Dell work orders
  • Assisted in the installation of custom applications on an as-needed basis
  • Managed the distribution of loaner equipment and asset of peripherals
  • Worked closely with helpdesk to resolve post deployment issues relative to mapping and preference configuration
  • Escalated more complex tickets to specific department Tier 3 support after exhausting knowledge base, teammate and team lead assistance outlets and personal reference guides
  • Coordinate scheduling for on boarding personnel equipment and policy and procedure account creation workbooks
  • Followed up with users 3 days after deployment to ensure everything was working properly and ticket was completed thoroughly

Confidential, Washington DC

Desktop support/ System Admin:

Responsibilities:

  • User administration (setup and maintaining account through Active Directory.)
  • Verify that peripherals are working properly.
  • Configured Lotus notes for new employee with Lotus notes ID file
  • Quickly arrange repair for hardware in occasion of hardware failure.
  • Monitor system performance.
  • Supported various Microsoft and Apple Operating Systems including but not limited to DOS, Windows 2000, Windows XP, and MAC OSX.
  • Install software.
  • Used AVAYA ACD for Call Routing.
  • Reimage
  • Blackberry Enterprise Server.
  • Create a backup and recovery policy.
  • Migration from XP Windows 7. Troubleshooting of Outlook 2007 and Office 2007/2010.
  • Encryption laptop\desktops before and after migration with Point-sec PC.
  • Monitor network communication.
  • Update system as soon as new version of OS and application software comes out.
  • Provided software support. (BW ware, Autodesk Revit 2011, 2012)
  • Implement the policies for the use of the computer system and network.
  • Setup security policies for users.
  • Create new users
  • Resetting user passwords
  • Lock/unlock user accounts
  • Monitor special services
  • Installing and configuring new hardware/software.
  • Adding/deleting/creating/modifying user account information, resetting passwords.
  • Answering technical queries.
  • Responsibility for security.
  • Responsibility for documenting the configuration of the system.
  • Troubleshooting any reported problems.

Confidential, Washington, DC

Desk Side Support

Responsibilities:

  • Received and resolved issues using online ticketing system (Sibel).
  • Support technical assistance to a fast paced environment with no supervision.
  • Offered great help desk service assistance to all end users via telephone, email or onsite.
  • Offered Microsoft Word, Excel, PowerPoint, and Outlook assistance to end users.
  • Offered troubleshooting assistance to all users using Microsoft 2003, Windows XP, 7and MAC.
  • Upgraded various laptops and desktops to the latest patches and Antivirus software.
  • Managed all of the companies IT inventory
  • Installed desktops computers, laptops, monitors, printers, faxes, keyboards, speakers, and software to all
  • Troubleshoot offsite users with VPN problems; pin reset, token fix, and unlocking account
  • Remotely assisted laptops and desktop machines to all end users.
  • Provided Blackberry/ Iphone/ Ipad support to users with remedy
  • reset, software upgrade, and email/text issues

Confidential, Washington DC

Desktop Support Analyst

Responsibilities:

  • Provide network support to include LAN/WAN troubleshooting and resolution.
  • Migrated from Windows XP to Windows 7. HP to Dell.
  • Support more than 400 end-users with computer, network systems and peripheral devices.
  • Manage the configuration and performance management of all PC systems and telecommunications via RDP or onsite support.
  • Managed company clients through Active Directory.
  • Encrypted company desktops and laptops to company requirement.
  • Manage and corrected pre-deployment surveys.
  • Maintains passwords, data integrity and file system security for the desktop environment.
  • Install, configure and maintain back-end and front-end systems, as well as LAN and WAN connection at remote sites.
  • Recommend hardware and software solutions and upgrades using established procurement processes.
  • Tracked all aspects of issues via Remedy Ticketing System .

Confidential, Washington DC

Helpdesk Analyst

Responsibilities:

  • Received and recorded client calls into Remedy Ticketing System.
  • Monitored and ensured all customers were operating with appropriate software release levels
  • Create user Account, Password reset/unlock and elevating rights to all users with Active Directory
  • Experience troubleshooting of Outlook 2007 and Office 2007/2010.
  • Provided IT support such as Software Installation, password reset, replacing hardware, etc, configured Avaya IP Cisco phones VOIP,
  • Installs or assists in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises.
  • Offered Blackberry assistance to users with battery, password reset, software upgrade, and email/text issues
  • Used SMS Remote Control Tool for troubleshooting and problem resolutions
  • Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer
  • Research, resolve, and respond to all customer issues and inquiries received via phone, email, or in person in accordance with current standards and procedures.
  • Maintain inventory of equipment (PCs, printers, scanners, etc) for site.
  • Motherboard, video cards, replace bad sticks of RAM, etc.)
  • Experience in VMware Workstation, Parallels Desktop, VirtualBox, Remote Desktop
  • Provide limited one-on-one desk side training for customers requiring assistance on standard software applications and/or IT equipment
  • Assists with setting up the maintaining the inventory for all computer equipment.

Confidential, Rockville, MD

Responsibilities:

  • Received and resolved 30 calls per day with over 3000 users using Remedy as ticketing system
  • Offered Desktop technical support and troubleshooting on office 2007-2010 professional, Windows XP Windows 7, Vista and Mac platforms,
  • Offered great help desk service assistance to all end users via telephone, email or onsite.
  • Offered Microsoft Word, Excel, PowerPoint, and Outlook assistance to end users.
  • Offered troubleshooting assistance to all users using Microsoft 2003 and Windows XP.
  • Upgraded various laptops and desktops to the latest patches and Antivirus software.
  • Installed desktops computers, laptops, monitors, printers, faxes, keyboards, speakers, and software to all
  • Troubleshoot offsite users with VPN problems; pin reset, token fix, and unlocking account
  • Remotely assisted laptops and desktop machines to all end users.
  • Provided Blackberry support to users with password reset, software upgrade, and email/text issues

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