Desktop Support Tech Resume Washington, DC - Hire IT People

SKILLS:

Software: Microsoft Office Suite 2010, 2012, (Excel, PowerPoint, Word); Microsoft Windows Operating Systems 2000, XP, Vista and Windows 8; Norton Ghost; installing drivers; SharePoint; basic HTML, blogs, and wikis; basic understanding of database. ITIL/ITSM training focusing on aligning IT services with the needs of business.

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps.

Networking: General networking experience (running cables, troubleshooting connections, activating ports)

Support: Helpdesk escalation and documentation on ticketing system, customer service support (email, phone, and in person)

Certification: CompTIA A+

EXPERIENCE:

Washington, DC

Desktop Support Tech

Confidential

Responsibilities:

Close over 60+ INC and WO’s weekly using remedy system, significantly improving service response
QA/Deploy/ Pick up all Int BB, IPhone and Laptops for User Travel
Using Verizon and AT&T portal to activate and suspend mobile Phone lines
Lead on IPhone refresh and laptop refresh projects for other HHS sites
Train and let new techs shadow for hands on experience (Assisting users, Creating Tickets, Collecting from AM)
Create own image drives once new image has been updated for systems
Trouble shoot any issues that comes up and find solution for fix individually and as a team
Familiar with NAC, ERPM and FedEx systems

CareFirst Washington, DC

Data Tech

Confidential

Responsibilities:

Enter personal/confidential data in proprietary storage database, open & sort incoming USPS mail, quality check entered enrollment forms etc...
Operate on multiple computer applications to assist calls
Contribute towards the Center's achievement of providing exceptional customer service

Cognosante Arlington, VA

Tier 2 Help Desk

Confidential

Responsibilities:

Respond to incoming inquiries from telephones /written. From healthcare providers, government officials
Research and resolve inquiries in a professional, timely, and accurate manner
Escalate all Tier Two and Tier Three inquiries and issues, based on document processes, policies, and produces to the appropriate help desk
Document all inquiry activities in the appropriate reporting system
Provide responses to inquiries in writing
Follow up on all Tier Two and Tier Three escalated inquiries
Used excel spread sheets to document customer’s information

Springfield, VA

Desktop Support/Asset Manager

Confidential

Responsibilities:

Performed imaging; replaced hard drives and LCD screens, up to 30+ per week
Serviced over 30 plus help desk tickets per week (Remedy), significantly improving service response
Navigating thru ITIL, MSO and MSXML to better help support the needs of IT business
Created inventory for hardware that was sent out and came in for end users using Microsoft Office
Kept inventory on hardware that needed fixing using Excel
Used asset tool to check hardware in and out to end users for better tracking
Using Microsoft XML to Allow Applications Written in Jscript to open

Desktop Support/Asset Manager

Arlington, VA

Confidential

Responsibilities:

Enrolled in a leading national career development program with 250 corporate partners graduating 1,500 students annually across ten cities; the one - year program includes college-level coursework, career training, and a six-month corporate internship.
Participated in Information Technology track, which prepares students primarily for roles in desktop support, IT help desk, and business operations.
Earned 18 college credits in Information Technology and English in partnership with Northern Virginia Community College; mastered coursework in computer networking, computer troubleshooting and repair, business writing, professional skills, personal finance, customer service, and critical thinking. Completed Cisco IT Essentials, a Cisco Networking Academy on-line course.

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Desktop Support Tech Resume

Washington, DC

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