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Customer/service Help Desk Technician Resume

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SUMMARY

  • Assist users in software and hardware (including mobile devices) and network solutions (Remedy, Active Directory, Remote Access)
  • Manage Tier II ticketing system; determine and allocate solutions per request
  • Train Help Desk Tier I & II Analyst, providing day to day shadowing for weeks
  • Installed CPUs, Laptops, and Printers for new employees
  • Light Troubleshooting resolution of computer issues for clients/customers

SKILLS

  • Implementing and upgrading to and from Confidential Windows 98, XP, 2003, Vista, Windows 7 operating systems
  • Proficient with Confidential Office Suites, Excel, Active Directory, Remote Access Technologies
  • Knowledge of Sun Virtual Box virtualization software, Remedy, Swimage
  • Configuring antivirus and security software

WORK EXPERIENCE

Confidential

Customer/Service Help Desk Technician

  • Prepared and set up CPU’s and Laptops for new employees
  • Imaged laptops and desktops on a daily basis
  • Created new accounts for incoming employees
  • Configured and set up phones for employees in the telemarketing department
  • Controlled the function of printers, assuring proper functioning
  • Labeled and shipped computer equipment to every remote user
  • Organized and set up equipment for conference meetings and training sessions

Confidential,Fairfax VA

 Technician

  • Provide direct on the field support for all users of the Federal Deposit Insurance Corporation
  • Assist users in software and hardware (including mobile devices) and network solutions (Remedy, Active Directory, Remote Access)
  • Manage Tier II ticketing system; determine and allocate solutions per request
  • Train Help Desk Tier I & II Analyst, providing day to day shadowing for weeks
Confidential,Fairfax VA

 Technician

  • Assist users in software and hardware (including mobile devices) and network solutions
  • Track assets and process hard drives using required software and management, Remedy, Active Directory, Remote Access
  • Image desktop and laptop workstations for individual users and projects as large as 30 users
Confidential, Arlington VA

Information Technology Contractor

  • Installed CPUs, Laptops, and Printers for new employees
  • Light Troubleshooting resolution of computer issues for clients/customers
  • Organized/maintained inventory of equipment
  • Installed various images such as Windows 7, XP,
  • Managed sensitive computer information for departures

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