Sr. Helpdesk Technician Resume Washington, DC - Hire IT People

SUMMARY:

Experience in Customer Service, Information Technology Support, combined with outstanding trouble - shooting, leadership, exceptional planning/implementing proactive procedures.
Experience Maintaining/Deploying Laptops, Desktops, and printers
Responsible for overseeing and providing all Hardware and Software support to more than 500 users in remote locations and at their desks,
Effective communicator able to explain complex concepts and ideas to non-technical individuals in English and Spanish, Working well with minimum supervision, excellent team player who is willing to cross train to achieve a common goal.

TECHNICAL SKILLS:

Windows 7, Vista, XP and 2000 Microsoft office suite, Nero and Roxio burning Room, Track it, Heat, and Web Helpdesk, Logmein and logmein rescue, LANDesk, Retail.Net Avaya Phone Software, Lawson
Dell, P380,P390, T3400,T3500, T1500 HP Touch Smart 600 and 90 0 HP Z200 and Z210 ELO Monitors (touch screens) and HP L2105 (touch screen) Printers HP and Toshiba Replace Hard Drives, Motherboards, Memory Ram, Internal PSU, ETC.
Norton Ghost 14 and 15 (as a deployment tool)
Interactive Employee Training (IET) software for Airport Training

EXPERIENCE:

Confidential

Washington, DC

Sr. Helpdesk Technician

Responsibilities:

Provide phone support and desk to desk support for 4 Locations with 160 servers around the country regarding operating system, and other hardware issues.
Install and support Win2000, XP, Vista, Windows 7, and 8.1
Working Knowledge of AppAssure Backup, Restores
Active Directory Working Knowledge
Supports hardware issues such as mapping printers, troubleshoot peripheral equipment, and PC performance issues.
SSL cert renewals
Handles installations, of required software.
Support Company Own software
Work in Web Help Desk for ticket tracking system.
Utilize TeamViewer for remote troubleshoots.
Troubleshoot basic LAN/WAN issues.
Configure Computers and loads Software specific for each client.
Replace Hard Drives, Motherboards, Memory Ram, Internal PSU, ETC.
Configure Raid arrays

Confidential

Alexandria, VA

IET Technician/ Network Technician Tier II

Responsibilities:

Provide phone support and desk to desk support for over 86 Airports with 680 systems around the country regarding to desktop Windows, and other hardware issues.
Install and support Win2000, XP, Vista, Windows 7
Supports hardware issues such as mapping printers, trouble-shoot monitor issues and peripheral equipment, and PC performance issues.
Ran Cat5e, Cat 6, and Fiber Optic cables
Manage travel arrangements
Handles installations, of required software.
Support Company Own software
Work in Web Help Desk for ticket tracking system.
Utilize LogMeIn Rescue for remote troubleshoots.
Physically Install Routers and Switches and KVMs on server racks.
Works with Adobe acrobat and flash.
Troubleshoot basic LAN/WAN issues.
Working knowledge of Deployment software, Norton Ghost 14 and 15 .
• Manages maintenance schedules Dell, HP products ELO Monitors and HP Touch Screen.
Configure Computers and loads Software specific for each client.
Replace Hard Drives, Motherboards, Memory Ram, Internal PSU, ETC.
Configure Raid arrays

Confidential

Vienna, VA

IT Support Associate

Responsibilities:

Part of technical Team that supports more than 850 Users
Configuration of client’s equipment to connect to the Internet via modem/DSL Router (Dialup/DSL customers only).
Support POS/Windows 2000 systems over the Phone, or LANDesk to users systems to troubleshoot PC, LAN/WAN Support change Passwords and create new users using Retail.Net software Configure software to connect to Internet application servers.
Identify and correct or advise, on operational issues in client computer systems, Change Voice Mails passwords using Avaya Phone Software, adding new Employees to database using Lawson Software
Logging and tracking calls using problem management database (Heat), maintaining history records, and responding promptly to customer requests.
Provided application support to company proprietary software
Escalate and resolve tickets in Track Ticketing System.

Confidential

Arlington, VA

Help Desk Support

Responsibilities:

Ensure timely response to all tech support requests to more than 160 users
Utilize Active Directory for resetting passwords, setting permissions, creating and deleting user accounts
Configure and maintain systems, conference rooms, loaner laptops and printers
Develop, test and maintain documentation for Software and image deployment
Perform tech support in both Spanish and English to native Spanish speakers
Upgrade PC's install Memory Modules and Hard Drives Troubleshoot Office 2003 and 2007 Office suite Conduct inventory on the TrackIT Ticketing system Software
Set up users on the network and troubleshoot basic LAN/WAN issues
Image PC’s with Norton Ghost.
Handles installations of required software.
Supports hardware issues such as mapping printers, repair monitor and peripheral equipment, and PC performance issues.