Tier II Technician Resume

PROFILE SUMMARY:

Help Desk professional able to learn and comprehend new systems and methods quickly. Highly skilled in installing, repairing, and troubleshooting computer hardware and software.
Works well independently, or in a group setting. Knowledgeable of networking devices and printers.
Has an understanding of numerous software packages as well as operating systems.
Ability to multitask while maintaining the quality of results.
Excellent analytical and problem solving skills

TECHNICAL SKILLS

EXPERIENCE

Confidential

Tier II Technician

Supporting multiple sites within Montgomery/PG County and performing support to computers, tablets and phones: reimaging, swapping out systems, doing any replacements, data transfers, deployments, etc
Providing technical phone support for a large environment with 13,000 users and 20,000 devices
Troubleshooting Tier 1-3 issues - user log in, servers, domain issues, network connectivity, active directory, Microsoft outlook, Excel, Windows XP to 10

Confidential

Tier II Technician

Rectifying on and off-site technical support issues
Troubleshoot hard wired, wireless and remote network connectivity for end users
Install enterprise approved software, modifies and repair hardware
Uninstall unapproved software for risk mitigation
Creates service tickets and updates work-log for various incidents via Remedy Force
Responds to and ensures that Remedy tickets are resolved and completed to end-user satisfaction in a timely manner
Map Drives to servers
Administers user rights and assets on domain using Active Directory
Insures end-user remote connectivity via Citrix
Perform data transfer for end-users
Image/Re-image computers
Efficiently resolves customer/end-user concerns and complaints with a high level of effective customers service skills
Set up DHS employee workstations
Create ghost images for computers
Update DHS staff equipment and devices to inventory website
Committed to excellent customer service skills

Confidential

Tier 1 Support

Install software, modify and repair hardware and resolve technical issues
Provide base level IT support to 300 end users
Display courtesy and strong interpersonal skills with all customer interactions
Develop quick reference guides to assist end-users with challenging software application features
Manage Windows 8 and Windows 7 workstations
Ensure that Remedy and Spice Works tickets are resolved or escalated
Active Directory - Account creation, Password resets, Group policies
Develop client SharePoint Foundation 2010 sites and provide support as needed
Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system
PC refresh and migration XP to Windows 7 , manage bench IT inventory, provide level 2 end-user technical support for Windows 7, Microsoft Office, Network connectivity.
Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging and desk side
Provide initial trouble shooting of problems including root cause analysis for desktop, laptop and printers (local/network)
Perform administrative tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines
Create and manage Network accounts to include granting access to secured file shares

Confidential,Washington, DC

Customer service/Cashier/laborer/Catering

Confidential, Silver Spring, Maryland

Customer Service Clerk/Laborer

Confidential,Washington, DC

Administrative Assistant

Greeted callers in a courteous and professional manner.
Handled administrative duties such as filling client paperwork and prescreening calls
Retrieved voicemail messages, emails, and faxes.