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Tier 1 Lead / Tier 2 Helpdesk Support Specialist Resume

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Washington, DC

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CAREER SUMMARY:

  • Professional, goal - oriented individual who has over 5 plus years of experience.
  • Developed excellent customer service skills, great communication skills and strong leadership skills through past work experience.

TECHNICAL SKILLS:

Operating Systems:

  • ­Windows Server 2008
  • Windows Server 2003
  • Windows 2000 Server
  • Windows NT 4.0 Server
  • Windows Vista
  • Windows XP
  • Windows 98
  • MS-DOS
  • Linux
  • Windows 7, 8 & 10

Applications:

  • ­Microsoft SQL
  • Microsoft Office
  • DNS
  • Active Directory
  • Terminal Services
  • VMware
  • Wireshark
  • DHCP
  • Symantec Ghost
  • Sprite Clone
  • Misys Gateway
  • Print Migrator
  • BMC Remedy
  • Lotus notes
  • Scan Snap Org
  • Microsoft Lync 2010
  • Checkpoint Management Console
  • Iron Mountain Backup PC
  • Symantec Endpoint Protection

IT Support Sills:

  • System upgrades
  • Printer troubleshooting
  • Network connectivity
  • Software installs
  • Driver installation
  • Inventory tracking
  • Black Berry troubleshooting
  • IPhone troubleshooting
  • VPN connectivity
  • Training users

PROFESSIONAL EXPERIENCE

Confidential

Washington, DC

Tier 1 Lead / Tier 2 Helpdesk Support Specialist

Responsibilities:
  • Add information to the Knowledge Base
  • Provide documentation to new employees for Quality Training.
  • Image computers using Ghost 8.0
  • Demonstrate software demos for purchasing purposes
  • Contribute with staff performance evaluations
  • Set up / maintain scheduling for weekend on call services for staff
  • Imaging, configuring and adding workstations to network
  • Install and upgrade drivers - windows machines and other equipment
  • Set up new computers, printers, and scanners on the network
  • Monitor staff tickets for reporting purposes.
  • Run call reports using CC MIS
  • Troubleshoot VoIP Phones
  • Troubleshoot IPhones, & Microsoft Surface Tablets
  • Remotely assist local & Abroad users
  • Set up conferences for training purposes
  • Replace Toner
Confidential

Washington, DC

Tier 1 Helpdesk Support Specialist

Responsibilities:
  • Documented tickets/resolutions, and provided overall assistance in daily administration of Parature
  • Distribute tickets to engineers and technicians.
  • Analyze and troubleshoot software and hardware issues
  • Solved workstation-related issues
  • Research questions using available action and follow up
  • Consistently demonstrates knowledge of commonly used concepts, practices, and procedures within a variety of fields.
  • Installed software, updates and patches.
  • Provide support for VPN
  • Provide Tier 1 helpdesk phone support. Responsibilities include: logon assistance, diagnose and resolve end-user network or local printer problems, PC hardware problems, and e-mail, internet, dial-in, and local-area network access problems.
  • Provide weekend on-call phone support.
  • Respond to telephone calls, email, and personnel requests for technical support.
  • Support Black Berry’s, Cisco Void phones and Iphones.
Confidential

Rosslyn, VA

Data Migration Technician

Responsibilities:
  • Upgrade operating systems on workstations and laptops.
  • Create, Assign, Close tickets in ISupport
  • Capture and Replace Data on user Workstation and laptops utilizing VNC Viewer
  • Map printers
  • Set-up Outlook Profiles
  • Image and restore settings to new or existing computer systems.
  • Install software applications, and drivers.
  • Manage migration appointments, and times
  • Communicate with customers via telephone email and in person.
  • Troubleshoot problems remotely utilizing VNC Viewer
  • Active Directory Password resets
  • Move user profiles in Active Directory
  • Create, maintain and update user accounts in active directory.
Confidential

Lead PC Technician

Responsibilities:
  • Windows 7 Roll Out Deployment. (100% Travel).
  • Set up PCs (removing from box & connecting to monitor, keyboard, mouse and network) and installing client's Windows 7 image on PC.
  • Trained 50 plus employees.
Confidential

Suitland, MD

Team Lead PC Laborer

Responsibilities:
  • Completed heavy volumes of Remedy tickets .
  • Inspect equipment & Inventory management
  • Complete required documentation and Reports
  • Relocate, and installed Government owned equipment in timely fashion.
  • Installed local printers and scanners
  • Interacted with clients face to face in meeting settings
  • Trained and managed employees effectively.
Confidential

Carnegie, PA

Desktop Analyst (Intern)

Responsibilities:

  • ­Updated the hospital compliant and non-compliant PC's for patch management.
  • Re-imaged over 50 HP 5100, 5000, 6210, 6000, workstations using Symantec Ghost.
  • Re-imaged PDA's (Veriscan) using Sprite Cone Software.
  • Installed BIOS updates on HP Thin Clients for nursing units.
  • Completed Help Desk Tickets.
  • Completed multiple PC build outs and deployments.
  • Provided technical telephone support to correct software and hardware problems.
  • Inventory management.

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