Help Desk Resume Largo, MD - Hire IT People

SUMMARY:

A customer focused information technology professional bringing in depth knowledge of software programs, web based applications and communication technologies to provide creative solutions to clients on a wide range of issues while dynamically building strong, valuable and ongoing relationships to the organization Prioritizing the primary responsibility for helping customers to cope with computer system problems, and teach staff members how to address technological enigmas.

SKILLS

Desktop Support
Management Console
LAN/WAN/Wireless
Thin Client Configuration
Airwatch
Account Management
Enterprise MAC support - Mac OS X
Mobile devices (iPad/iPhone/Blackberry devices)
Group Policy Administration
Microsoft Active Directory domains
Microsoft Azure
SCCM

WORK EXPERIENCE:

Help Desk

Confidential, Largo, MD

Responsibilities:

Maintained a happy and friendly relationship with all agencies throughout Prince Georges County Government while alleviating clients job performance degradation
Educated users in exercising useful performance enhancements on their workstations
Deployed Windows 10 system images to targeted workstations
Diagnose and repaired internet service such as LAN/ wireless networks, VPN, and mobile hotspot
Created new seat deployment of Windows 10 on laptop and desktops devices using the Configuration Management Console
Delegated administrative control over resource within Active Directory
Adding and disabling computers, users, groups, and OUs with Active Directory
Manipulated group policy objects
Configured iOS and Android Devices to county resources
Created new accounts in AD and assigned Cloud Mailbox, and Office365 licenses
installed new multifunctional printers in the network printer server,
Enabled sharing of local printers
Provided Customer support on supported software install and configuring
Provided web support on streaming of live videos to clients
Troubleshoot local and network printers
Provided users with excellent desktop support

Help Desk

Confidential, Columbia, MD

Responsibilities:

Provide wide range support on web based resources, hardware, connectivity utilized in FSIS of USDA
Experience in Managing Microsoft Windows servers with Active Directory, DNS, DHCP, File server, Print Server and Group Policies
Configuration and troubleshooting of various operating systems like Windows 2003, Windows 2008 Manage Windows Server Backup procedures and configuration
Enabled desktop lockdown, software distribution, and administration of users, groups, workstations, and servers for ‘USDA’ and ‘FSIS USDA’ domains
Managed/Migrated Microsoft Exchange Server 2007, 2010, office 365 Windows Patch Management Monitoring and troubleshooting issues related to Server, Desktop, Backup & Antivirus
Provide Sys Admin Support as required to maintain user accounts, DNS, DHCP,WINS, etc. and maintaining connectivity to the internet and VPN to remote users in the agency.
Manages Windows network (users, computers, PIV- ID card) with Active Directory
Microsoft applications to include SharePoint, Project, Office 365, Lync, Access, Excel, Word
Liaise with Internet Service Providers (ISP) for internet connection
Implemented user object authentication, and encryption on new programs installations
Performed software testing on smartphones with Android and IOS platform
Tracked the nature of various end user request and identify most common issues
Utilized ticketing system with organization and clear communication
Ensured field users were accommodated with utmost customer service
Trained and educated all new hires on policies and protocols with the call volume
Provided after hours support on high call volumes prioritizing SLA’s performance level

Help Desk

Confidential, Columbia, MD

Responsibilities:

Turn frustrating experiences into productive conversations by good technical education, and pinpointing ideal resolutions to end user’s quandaries
Troubleshoot wired internet and VPN Connectivity outages
Articulate the technology positioning to the staff and technical users
Troubleshoot wired internet and VPN Connectivity outages
Provide daily written and oral communications, make recommendations for improving training of the new hires
Research customer request, analyze customer needs and communicate professionally both orally and in written format
Answer questions following prescribed procedures, but often respond to situations independent of established guidelines
Interface with customers and internal departments and help to resolve basic to moderately complex inquiries
Develop and maintain solid relationships with peers and corporate management teams, partnering with them on their key strategic efforts
Ensure the stable operation of desktop computers (Windows 7), accessories and peripherals

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Help Desk Resume

Largo, MD

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