Help Desk IIÂ Resume Rockville, MD - Hire IT People

SUMMARY:

Over thirty years of in the IT field.
Computer Professional with demonstrated proficiency on multiple computer platforms and applications including Windows OS, Sharepoint, Excel, Outlook Express, PowerPoint, Word and other word processing programs.
I am a well - organized, self-motivated quick learner who performs well under pressure.

PROFESSIONAL EXPERIENCE:

Confidential, Rockville, MD

Help Desk II

Responsibilities:

Delivered exceptional customer service in the fast paced environment before the opening of the National Museum of African American History and Culture.
Return calls to SI staff in reply to tickets in the HEAT ticketing system.
Ensured task were completed meeting SLA’s and accurately updating tickets to reflect its status.
Provided technical support after the museum opened.
Deploy new laptops, re-image and deploy previously used laptops to NMAAHC staff.
Used A D to support staff user accounts.
Supported AV systems in conference rooms.
Deploy and support MS Office 365
Supported IOS devices

Confidential, Washington, DC

Service Desk II / Student Technology Reference Desk Manager

Responsibilities:

I started as the second technician at Confidential Student Technology Reference desk.
We supported the laptops PC & Mac of our 3000 Law Center students along with their tablets and phones.
Used A D to create and modify students user accounts.
Maintained the PC and Pharos printers in the two Computer Labs of the Edward Bennett Williams Law Library.
As a member of the faculty & staff help desk we supported the Law Center equipment of our community members.
Ensured task were completed and accurately updating tickets in Remedy, Kayako and Sysaid ticketing systems.
Deploy and replace 25% of the Law Center PC & laptops each year.
Support Pharos, HP and Xerox printers along with scanners and FAXes.
Provided phone and remote support for faculty & staff.
Used A D to create and modify faculty & staff user accounts.
Supported AV systems in classroom.
Deploy and support MS Office 365
Supported IOS devices

Confidential, Washington, DC

Helpdesk Technician II

Responsibilities:

Nights / weekends as sole IT support member in the hospital.
Support 2000 PC users.
Ensured task were completed and accurately updating tickets in Remedy to reflect its status.
Return calls to hospital staff in reply to tickets in the Remedy ticketing system.
Used A D to create and modify hospital staff user accounts.
Deploy and replace hospital PC’s.
Remote desktop i to users PC while at home.

Confidential, Washington, DC

Field Service Technician II

Responsibilities:

Drive to between 4 and 6 customers locations a day homes and business.
Setup PC’s and Laptops / PC’s and Macs.
Setup up networks
Ensured task were completed meeting SLA’s and accurately updating tickets in Remedy to reflect its status.
Return calls to DLA staff in reply to tickets in the Remedy ticketing system.

Confidential, Alexandria, VA

Helpdesk Technician II

Responsibilities:

Worked as a member of the IT staff in support of 7000 users for the Defense Logistics Agency.
Deploy and replace PC’s.
Ensured task were completed meeting SLA’s and accurately updating tickets in Remedy to reflect its status.
Return calls to DLA staff in reply to tickets in the Remedy ticketing system.

Confidential, Alexandria, VA

Helpdesk Technician Lead

Responsibilities:

Worked as Lead Tech in support of 4000 users for the Army Materials Command Headquarters.
Deploy and replace PC’s.
Ensured task were completed meeting SLA’s and accurately updating tickets in Remedy to reflect its status.
Return calls to AMCH staff in reply to tickets in the Remedy ticketing system.

Confidential, Rockville, MD

Data Center Technician nights/ weekends

Responsibilities: