Desktop Support Resume Bethesda MDÂ - Hire IT People

SUMMERY OF QUALIFICATIONS:

Over seven years of experience working in a desktop support, help desk and call center environment .
Demonstrated ability to quickly diffuse contentious customer situations.
Trained more than 20 colleagues in the use of applications as well as technical support methods. Member of Change Management committee to approved

TECHNICAL SKILLS

SOFTWARE: Office 2002 - 2010, Remedy AR Request, Windows Automated Installation Kit, Remote Desktop/ Remote Assistance, Seibel Ticket Tracking, SAP, People Soft, Vertex Tax Software, Business Objects, Pro Series, Imagex, SCCM 2007, Netsight. Vmware,MS Virtual PC and MED-V.

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support, Bethesda , MD

Standardized and maintained PC Images for all desktop and laptop models.
Provided technical support for computer related problems, via email, telephone, and hands on support.
Provided printer configuration, troubleshooting, repair support Troubleshooting, repair Windows XP Pro and 2003 Server connectivity issues as well as Office XP/2003/2007 and other software packages.
Set up workstations and laptops for new employees; configured systems, ensured network connectivity, and installed and tested hardware and software.

Confidential

Lead System Support Analyst, Bethesda, MD

Member of a Primary Tier 3 level support for all Windows desktop and Server related issues (supporting 26,000 users
As a lead Systems Support Analyst I resolve escalated cases to my queue from Tier 1 and 2 team members. I also provide desk side support and special projects assigned by IT manager or other groups.
Set up new VPN accounts and configure internal wireless network on workstations for users. Evaluate new and existing desktop software and hardware to make recommendations to senior management. Windows XP to Windows 7 Migration, Building Images utilizing

Confidential

Transportation Security Administration, Supervisor of Screening, Dulles, VA

Worked with a full team of Transportation Security Officers, Supervisors, and Law Enforcement personnel at checkpoints and airport security staff and management. Directs the work of subordinate employees.
Assisted with the development and implantation of local policies and memorandums relating to high security procedures that provided operational clarity to staff's queries and concerns.

Confidential

Helpdesk Analyst Vienna, VA

Functioned as a consultant with Helpdesk team handling over 1,000 calls per day that represented 30,000 thousand plus PCs and diverse group of end users.
Managed various areas of support included broadband connectivity, account provisioning, email (Outlook, Outlook Express) and Windows installation, configuration, and upgrade issues. Maintained and monitored support for all TCP/IP network configurations.

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Desktop Support Resume

Bethesda, Md

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