IT Specialist Resume Washington, DC - Hire IT People

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

IT Specialist

Responsibilities:

Utilize a service management platform to document all activities within an incident and/or service request
Provided network support including Wi - Fi configuration and VPN troubleshooting.
Managed and triage multiple incoming priorities effectively by understanding the customer needs and meeting service level requirements
Act as a liaison between GPO employees and specific IT support groups.
Assisting user to unlock primary and administrative password.
Provide comprehensive phone and deskside support for the efficient resolution of IT incidents and requests for GPO end-users

Confidential, Arlington, VA

Computer Support Specialist

Responsibilities:

An alyze and resolve application and/or technical support issues upon first contact with clients by responding to incoming support requests by way of telephone and electronic communication.
Troubleshooting HP, Ricoh, Dell, and Brother Printers on-site or remotely
Authored knowledge-sharing articles and learning materials for internal use as well as polished and professional content suitable for direct distribution to associates.
Leverage IS Remote Management Tools to resolve various issues.
Provide desk-side support and conveying technical solutions in a clear and concise manner to end users.
Update daily status and shift handover reports; completing data entry as required
Prepare and test Laptop, iPad and Mobile devices to ensure full functionality before issuing to associates
Involved in the rollout of Software patches
Use the problem management system to document all activities, record service request, and review service request history to determine root cause of problem

Confidential, Alexandria, VA

IT Service Desk Analyst

Responsibilities:

Provide comprehensive support in a high-volume enterprise environment for the efficient resolution of incident and service requests for teleworking and onsite employees.
Troubleshooting and error remediation for all of the following: Windows 7, System Registry, Microsoft Office Suite, Active Directory, network/local printers, Internet Explorer 9-11, VPN connectivity and remote access.
Identify potential system problems and escalate to department contact for resolution.
Preform in-depth investigations, apply advanced troubleshooting and resolve enterprise-wide issues
Manage and triage multiple incoming priorities effectively by understanding client needs and meeting service level requirements.
Use the BMC Remedy management system to document all activities, record service request, and review service request history to determine the root cause of the problem.
Install and configure computer software and apply update to applications
Act as a liaison between Confidential clients and technical escalation team.
Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking and reasoning abilities

IT Asset Management

Confidential, Washington, DC

Responsibilities:

Standard wipe & image of desktop/laptop/tablets through UEFI CRM Windows 8.1
Install software, configure, or repair hardware and resolve technical issues
Prepare and test laptop/tablet & mobile devices to ensure full functionality before deployment
Ability to convey technical solution in a clear and concise manner to end users
Troubleshooting support for Cisco/Tandberg VTC issues
Involved in the rollout of software updates and patches
Excellent working relationship with technical staff, end users, and leadership
Assist asset management team with reports, request and property passes
Inventory all hardware devices issued to clients in multiple Confidential Locations
Fill in for in-house IT services as needed, remedy service/incident tickets are resolved and completed to the client’s satisfaction, Active Directory account lockout, deletion and password reset.
Provided instructions to clients on the proper use of hardware, software and audio/visual equipment approved by Confidential .
In-depth knowledge of troubleshooting Microsoft Windows client operating systems, Vista,7,8/8.1 & Microsoft Office up to Office 2010

Confidential , Washington, DC

Customer Service Representative

Responsibilities:

Log, modify, and resolve ticket orders via NetSolace SMSx Software
Display courtesy and strong interpersonal skills with all customer interactions
Maintain composure and patience in face of difficult client situations
Resolve customer complaints and concerns with strong verbal and negotiation skills
Daily maintenance, install and repair computer hardware/software, peripheral and audio visual equipment
Use LogMeIn remote access to edit, update and close out delivery tickets
Troubleshoot network connectivity, printer issues
Install and configure COTS application
Consistently exceeded expectation for customer satisfaction and call volume

Confidential , Washington, DC

IT Support Specialist

Responsibilities:

Acting as the first point of contact for all IT & technical inquiries
Provide support to 80+ non-technical personnel within several voting precincts
Responsible for troubleshooting and perform in-person diagnostics to identify and resolve performance issues
Respond to service request in a prompt and courteous manner
Ability to convey technical solution in a clear and concise manner
Set up and configure iVotronic Election System & Software in multiple voting precincts
Setting up multiple workstations and monitoring network connection to ensure availability to all users
Coordinate management of cases with other lead technicians
Prepare and test iVotronic ES&S to ensure full and proper functions for voters
Respond to remedy service request in a prompt and courteous manner
Active Directory account administration and management
Provide secondary support for LAN administration

Confidential , Washington, DC

Tier 1 Help Desk Analyst

Responsibilities:

Install software, modify and repair hardware and resolve technical issues
Provide base level IT support to non-technical personnel within the business
Display courtesy and strong interpersonal skills with all customer interactions
Ability to convey technical solution in a clear and concise manner
Develop quick reference guides to assist end-users with challenging software application features
Create and manage new user accounts on Windows Server 2003/2008/2008 R2
Manage Windows XP Professional, Windows Vista Business Windows 7 workstations
Ensure that Remedy tickets are resolved and completed to the client’s satisfaction
Active Directory - Account creation, Password resets, Group policies
Develop client SharePoint Foundation 2010 sites and provide support as needed
PC refresh and migration XP to Windows 7 and 8
Provide initial troubleshooting of problems including root cause analysis for desktop, laptop, and printers (local/network)
Create and manage network accounts to include granting access to secured file shares
Provide configuration and SharePoint administration support for Naval Financial Management
Coordinate and support VTC/Audio conferences
Provide level 2 end-user technical support for Windows 7, Microsoft Office, Network connection
Update ticketing system to reflect work in progress or completed