Service Desk Tier 1 Support Resume

TECHNICAL SKILLS:

Proficient with authentication and access controls.
Proficient with router configuration, network security implementation such as enabling firewalls.
Proficient in security systems and risk managements to ensure functioning of data processing and security measure.
Highly skilled in monitoring security compliance and providing patches as required.
Vastly skilled in monitoring the use of data files and regulating access to safe guard information in computer files.
Encrypt data transmissions making sure the firewalls are enabled to conceal information being transmitted.
Executing tests of data processing system to ensure functioning of recent security measures.
Expertise with internet protection software such as (Norton, MacAfee, Kaspersky, AVG, ECT.
Proficient with Microsoft suite (Word, Excel, Access and Power point).
Expertise with Microsoft OS (Windows 2000, XP, Vista, Windows 7).
Extensive experience with Network Setup, Remote Desktop, Network Security, Active Directory.
Able to conduct research /resolution into IT issues and products as required.

PROFESSIONAL EXPERIENCE:

Confidential, Ashburn, VA

Service Desk Tier 1 Support

Responsibilities:

Provide first point of contact for trouble Shooting hardware/software PC and printer problems via phone/email
Create tickets through BMC Remedy 8.1 for issue’s that involve physical trouble shooting of all DHS issued laptops and Desktops and send them over to the users ITFO
Utilized Active Directory for password resets, new user creations, and re - provisioned users accounts on the IRMNET Server

Confidential, Rockville, MD

Desktop Support Specialist

Responsibilities:

Created user accounts/permissions on Active Directory and trouble shut permission issues and other configuration issues.
Performed on boarding and off boarding of user accounts on Active Directory
Managed system accounts and data access on Active Directory
Performed GPO updates as needed on a regular bases on Active Directory

Confidential, Bethesda, MD

Support Desk Analyst

Responsibilities:

Utilized SCCM to create and maintain desktop images from scratch
Worked on multiple phases of complex projects independently
Served as first point of contact for trouble shooting hardware/software PC and printer problems
Created user accounts/permissions on Active Directory and trouble shut permission issues and other configuration issues.

Confidential, Lanham, MD

Windows7 Deployment Technician

Responsibilities:

Performed on boarding and off boarding of user accounts on Active Directory
Managed system accounts and data access on Active Directory
Performed GPO updates as needed on a regular bases on Active Directory
Experience with designing and implementing Group Policy management on Active Directory to secure and configure systems, automate tasks and package deployment within the Windows environment’s
Used Active Directory to ensure Group Share/Permissions
Responsible for managing the financial facilities imaging, reimaging, and installing various software’s by utilizing SCCM on over 100-150 windows servers, desktops and laptops.
Responsible for Mapping IRS employees work stations on all 9 floors to the new Canon copiers through there network drives.
Created user accounts/permissions on Active Directory and troubleshooting permission issues and configuration issues.
Performed on boarding and off boarding of user accounts on Active Directory
Managed system accounts and data access on Active Directory
Performed GPO updates as needed on a regular bases using Active Directory
Experience with designing and implementing Group Policy management on Active Directory to secure and configure systems, automate tasks and package deployment within the Windows environment’s
Used Active Directory to ensure Group Share/Permissions

Confidential, Rockville, MD

Help Desk Support Representative

Responsibilities:

Responsible for managing 100-150 of Confidential ’s computers with imaging, reimaging, and installing various software’s by utilizing SCCM
Install, setup, and support IT assets and products including computer networks, workstations, operating systems, software and other networked electronic equipment
Responsible for responding to >400 requests per month for desk-side support of workstations, network, shareware, and system access management
Ensure full and timely resolution of all support tickets, while meeting all SLA objectives and successfully achieving >90% customer satisfaction rating

Help Desk Support Representative

Confidential, Fairfax, VA

Responsibilities:

Responsible for managing the company-wide imaging, reimaging and ghosting of over 50-70 desktops
Provided desk-side assistance with new network systems and software
Conducted detailed root cause analyses to determinate and resolve desktop hardware and software problems
Responded to >700 IT Support Tickets for desk-side support of workstations, network, shareware, and system access management; achieved >95% customer satisfaction rating
Provided assistance to senior support specialists with advanced IT support operations