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Helpdesk Technician Resume

Falls Church, VirginiA

OBJECTIVE:

To maintain a stable position utilizing my strong technical and personal skills and ambition to move forward within the fields of Information Technology, including;

Networking, Repair, and Asset Management.

SOFTWARE EXPERIENCE:

MS Office suite 2007 - 2010, DOS, Mumps, Knoppix, IE Explorer, FireFox, Apple OS, Windows XP, Windows Vista, Windows 7

WORK EXPERIENCE:

Confidential, Falls Church, Virginia

Lead Local Area Network Technician Supervisor

Responsibilities:

Providing Help -Desk services for the Coast Guard Academy in support of a variety of users in a higher education environment; cadets, faculty, military and civilian staff. I was promoted quickly to a LAN Technician providing computer troubleshooting and repair for both hardware and software issues. Currently I am the Asset Manager responsible for creating specific computer images for deployment to various individuals. I am responsible for testing and tracking all computer hardware for the Academy as well as the proper disposal of equipment that has been determined to be 'end of life'. Utilize an in-house tracking system for federal record keeping, identification, and distribution of all computer hardware. Work closely with area schools as part of the Academy's participation in the Partners in Education Program (PIE); donating end of life equipment that is still useful to local schools with grades (K-12). Equipment ranges from workstations, servers, routers, switches, etc. I also provide network infrastructure support on an as needed basis. Work includes desktop support, installing and terminating network drops, repairing network infrastructure, and documenting work performed. I am a first responder for computer and network outrages campus wide and frequently work with cadets and command members in resolving and documenting IT issues.

Confidential, Dulles, VA

Title: Local Area Network Technician & Laptop Repair

Responsibilities: Began work under a major support services contract providing Help -Desk services for the Coast Guard Academy in support of a variety of users in a higher education environment; cadets, faculty, military and civilian staff. I was promoted quickly to a LAN Technician providing computer troubleshooting and repair for both hardware and software issues. Currently I am the Asset Manager responsible for creating specific computer images for deployment to various individuals. I am responsible for testing and tracking all computer hardware for the Academy as well as the proper disposal of equipment that has been determined to be 'end of life'. Utilize an in-house tracking system for federal record keeping, identification, and distribution of all computer hardware. Work closely with area schools as part of the Academy's participation in the Partners in Education Program (PIE); donating end of life equipment that is still useful to local schools with grades (K-12). Equipment ranges from workstations, servers, routers, switches, etc. I also provide network infrastructure support on an as needed basis. Work includes desktop support, installing and terminating network drops, repairing network infrastructure, and documenting work performed. I am a first responder for computer and network outrages campus wide and frequently work with cadets and command members in resolving and documenting IT issues.

Confidential, Middletown, RI

Title: Helpdesk Technician & Laptop Repair.

Responsibilities: Sole helpdesk technician for the United States Coast Guard Academy. Activate email accounts. Reset passwords and for .MIL and .EDU users in active directory. Remote into computers to fix larger or more detailed problems concerning software. Entered and assigned tickets to LAN Techs and Application Development Crew for hardware and network problems. Took in cadet laptops for repair and reimaging and made necessary repairs including replacement of keyboards, CPUs, heat-sinks, DVD/CDs and screens. Ordered parts for laptops.

Heavy phone work and client contact included taking incoming calls from cadets and staff, Troubleshoot minor problems. Set up printers via telephone. Customer experience included a heavy walk-in population regularly.

Confidential, Groton, CT

Title: Level 2 Customer Support Representative

Responsibilities: Take incoming calls for Trivin custom software for online vehicle registrations and log them in Clientele. Help clients troubleshoot printer issues, hardware failure’s, log on problems, password issues, online and in store inventory, Dealer management Systems using Web interactive remote support software and MUMPS based programming. Help clients with State and Local DMV laws and regulations for NY, NJ, PA, CT, NC, WI, CA regarding registrations, transfers and leasing of all motor vehicles.

Confidential, Groton, CT

Title: Intel, UNIX Server Engineer

Responsibilities: Assist the Senior Server Build Engineers in the completion of their assigned projects. Racking new incoming HP DL 380, DL 580 and Sunfire V490 servers, assuring cables power and network run to the racks, connecting cables and labeling them. Generating tickets in Service Center (Peregrine-help desk ticketing system), Creating RFC's and CI records in the CMDB

Confidential, Westerly R.I

Title: Computer Diagnostics and Repair Technician

Responsibilities: Networking repair & installation; hardware & software installation. On-site/off-site repairs, technical service & support, driver imaging and installation. Spyware and virus removal, ordering and purchasing of parts and supplies. Telephone and internet help desk support.

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