Senior Helpdesk Consultant Resume

SKILLS:

Subject Matter Expert
Active Directory & ARS
Customer Service
User Training & Education
Employee Training & Education
Remedy Ticketing System
Time Management
Desktop Support
Training Materials Development
AML Compliance
System Imaging
System Administration
Microsoft Office
Windows XP, 7, 8, 10
iPhone/iPad
VPN/SDTM
TCP/IP Workstation level
VIP Support
XML Schema
HTML
Document/Record Management
iOS, Android, & Blackberry
Software/Hardware Management
Multi - Tasking

EXPERIENCE:

Confidential

Senior Helpdesk Consultant

Responsibilities:

Provide Tier 2 and 3 technical support via phone, email and face to face
Responsible for opening, tracking and closing trouble tickets.
Knowledge of help desk call tracking management systems.
Troubleshoots problems with operating systems, applications, remote access, email, and telephone and wireless issues.
Deploy software, operating systems and updates to computers and servers as necessary
Assist developers and VIP customers with testing software
Provide support for, and resolve technical issues with supported web applications
Support Windows 7, 8, 10, XP, Vista and Macintosh operating systems
Train new employees
Instruct and train customers in application usage
Identify and escalate Tier 3 issues, individual and system wide trends
Act as an escalation point for technical issues, dissatisfied clients, and client feedback
Administer and make changes and updates to HEAT ticketing software to improve functionality
Produce reports periodically and on demand, as well as advise and collaborate with management regarding the best way to organize, interpret, and present data utilizing SQL, Access, and Excel
Utilize basic SQL queries within MS Access for periodic reporting and metrics
Create, maintain, and ensure the accuracy of technical documentation for various applications
Installing, maintain, configuring, and troubleshooting computer systems and software
Trouble shoot hardware, software, and network issues
Manage computer and user accounts within Active Directory
Defines and classifies level, priority and nature of problem, request and/or issue.
Research inquiries, prioritize client issues, escalate critical issues and communicate accurate resolutions related to computer hardware and application software functions
Provides phone support in compliance with established policies and procedures in order to attain contractual Service Level Agreement (SLA) metrics.

Confidential

Helpdesk Technician 2

Responsibilities:

Respond to telephone, electronic, and/or walk-up requests for IT support as part of a Service Desk operation
Identify and resolve issues related to desktop computer hardware, operating systems, and software applications for Windows desktops
Assists in the administration of remote user workstations and resolution of remote connectivity issues; as needed
Troubleshoot problems and provide support for Microsoft applications such Outlook and Microsoft Office
Assist with installing, moving, adding and/or changing (IMAC) desktops, laptops, printers, and other approved peripheral devices
Standard computer images including Desktop Image
Assist with centrally managing desktops, laptops, printers, and other network peripheral devices
Provide quality customer service and support for designated equipment
Ensure all time reporting and other required reports are accurate and submitted on time

Confidential

Support Technician 1

Responsibilities:

Provide Tier 1 and 2 desk side and remote support
Create technical and end-user documentation
Troubleshoot, diagnose and repair desktop hardware and software problems
VOIP support
Provide level one diagnostic support over the phone and via remote connections
Provide level one network troubleshooting for physical and logical connectivity issues.
Work on special projects such as moves/adds/changes, desktop builds, rollouts and upgrades.
Install and maintain network and local printers.
Install and support Windows-based workstations.
Provides help-desk and email support for local and off-site users.
Maintains current knowledge of the Windows 7 desktop environment; networking; access technologies; and applications supporting USPTO users.
Installs; configures; and upgrades computer hardware and software; as needed.
Participates in special projects; as needed.
Provides phone support in compliance with established policies and procedures in order to attain contractual Service Level Agreement (SLA) metrics.
Exposure to intelligence community or DoD analysis experience.

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