Help Desk Technician Resume

PROFESSIONAL PROFILE:

Experienced IT Specialist professional looking to apply my knowledge and skills to new challenges with an organization focused on quality, dedication, and ingenuity. Experienced in analyzing, and streamlining product delivery systems to increase productivity, quality and efficiency. Capabilities include. Rewrite to make this more security based .Obtain a challenging position in the field of Cyber Security in an enterprise network that would progress my professional growth.

EXPERTISE AREA :

Productivity Improvement
System deployments
Customer Relations
Oral & Written Communication
Information Assurance
Risk assessment
Information gathering
Windows 7, 8.1
Remedy Ticketing System
Software/Hardware
Troubleshooting
Microsoft Office Suite
Meticulous attention to detail

PROFESSIONAL EXPERIENCE:

Help Desk Technician

Responsibilities:

Maintains and manages over a thousand usersusers’ accounts and records within Active Directory per security guidelines and best practices within the Confidential enterprise environment.
Extensive knowledge of processes and policies utilized across the Confidential IT enterprise.
Document all customer interaction and troubleshooting issues and resolution using Remedy
Manage and ensure that all Document Transfers between OpenNet and ClassNet comply with security policies
Initiate and monitor Account Transfers, ensuring that all tasks are completed and meet Service Level Agreement .Spell out .
Train and assist new service desk analyst on security policies, processes and technical skills within the Confidential environment.Needs to be in the present tense. Since you are doing it now.
Utilize Remote Desktop Connection to troubleshoot technical issues
Monitored SCOM providing Health and performance information to the Operations Team Lead
Provide knowledgeable, responsive support to global community.
Escalated customer issues unresolved, with concise description,actions, and traces required for escalation
Executed technical strategies to increase efficiency and service.
Troubleshoot and resolve hardware, software, and network issues.
Log and track calls using a web-based ticketing system.
Provide support to end-users for PCs, servers, mainframes, and web based applications.
Reimage workstations.
Improved corrective actions through resolution and follow up.
Enable accounts, move workstations and users in Active Directory.
Import Department of Defense certificates through software applications
Troubleshoot virtual private network connections

Quality Assurance Specialist

Responsibilities:

Wrote business requirements and system specifications, and produced/managed deliverables through formal project plans
Wrote Standard Operating Procedure for Next Generation Workforce Development and Asset Management System to ensure adhere government policies and guidelines
Controlled, protected the data and configuration settings for mobile devices on the network
Designed and implemented a relational database inventory control system to track and manage assets exceeded over $500,000.00
Science, Technology, Engineering, Mathematics (STEM) Program
Ran and updated server scans on Information Assurance Vulnerability Alert System
Conducted, tracked random compliance checks and reporting
Installed a bootable cluster (BCCD) image into a preconfigure distributed computing environment on an High Performance Computer (LittleFe)
Determined Change Control Board (CCB) business requirements, user requirements, system non-functional and functional requirements
Created a front end database to enhance CCB database system reliability, availability, serviceability, and scalability

WORK HISTORY:

Service Desk Analyst

Confidential,

Quality Assurance Specialist

Confidential

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