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Helpdesk Specialist Resume

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Washington, DC

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SUMMARY:

  • Diagnosed, troubleshot and resolved a wide range of software, hardware and network issues
  • Handled an average of 30 callers per day and prioritized and escalated issues where required
  • Installed, configured and modified hardware and software to ensure optimal performance
  • Monitored, logged and tracked all phases of help desk support
  • Performed set up of wireless internet services for new customers
  • Provided customer service support to internet and network users

TECHNICAL SKILLS:

Hardware: Dell Optiplex,Dell Precision,Dell Latitude,HP PowerEdge,HP Proliant,HP Inkjet\Laserjet\Officejet

Software: Hyper V,Norton,Windows Vista, 7, 8, 10,MS Dynamics 2010,Sage ERP 100,Orion NetAnalyzer,Zendesk,Remote Desktop,Mac OSX Lion,VDI,Citrix,VPN

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Helpdesk Specialist

  • Diagnosed, troubleshot and resolved a wide range of software, hardware and network issues
  • Handled an average of 30 callers per day and prioritized and escalated issues where required
  • Installed, configured and modified hardware and software to ensure optimal performance
  • Monitored, logged and tracked all phases of help desk support
  • Performed set up of wireless internet services for new customers
  • Provided customer service support to internet and network users
Confidential, Alexandria, VA

Helpdesk Specialist

  • Responsible for maintaining a Microsoft 2008 server environment for 100 person company
  • Handled Tier I and Tier II supports tickets using zendesk cloud - based Helpdesk ticketing system
  • Performed Active Directory domain functions such as adds, password resets, and computer domain joins
  • Provided technical support for office software, desktop, laptop, mobile device, printers, and scanners
  • Managed Hyper-V Hypervisor including Failover cluster environment
  • Maximized server uptime utilizing Orion network monitoring tools powered by SolarWinds
  • Performed OS imaging service using Windows Deployment Services
  • Maintained loaner pool inventory including laptops and Wi-Fi hotspots, meeting with various vendors and tech’s
  • Provided application support for office productivity systems such Microsoft Office 2010
  • Provided light Mac OSX support for art designers connecting to ftp shares
  • Provided AV support including web conference solutions such as Skype, Go To Meeting, and Join Me
Confidential, Washington, DC

IT Technician

  • Provided Tier 1 customer support via phone, email, and chat using Zendesk ticketing system
  • Setup workstation moves for office users moving location and equipment
  • Led weekly “in-house” training sessions with the goal of improving office efficiency
  • Assisted office users with common Tier 1 connectivity and compatibility issues
  • Responsible for conducting computer transactions related to shipping and receiving
  • Supported printers maintainance including toner swapping and clear warning messages
  • Ordered and customized hardware equipment new employee hires
  • Managed conference line setup for meetings and webinars
Confidential, Washington, DC

Team Leader

  • Provided computer helpdesk support functions for user community of 200 clients
  • Supported computer ticket requests related to equipment shipping and receiving orders
  • Responsible for security and welfare of warehouse teammates, warehouse operations, and building facilities
  • Responsible for ensuring the maintenance and service of warehouse equipment through third-party vendors
  • Maintained inventory control, distribution, and operations in order to optimize cash flow for the organization
  • Shipped and received all goods to customers and suppliers according to shipping/receiving procedures

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