Senior Associate Help Desk Coordinator Resume Arlington, VA - Hire IT People

SUMMARY:

To become employed with a company that will allow me to utilize my administrative, organizational and information technology skills.
I am a highly motivated and goal oriented individual with over 9 years of combined IT support, Help Desk and LAN Administration experience backed with a strong work ethic, attention to detail and a keen desire to satisfy client’s needs.
I am a team player with great interpersonal, communication skills, who is able to work with little or no supervision.

TECHNICAL SKILLS:

Active Directory Management
Citrix
CA Service Desk Manager Ticketing System
Business Objects
ITSM Ticketing System
Service Desk Expiration Ticketing System
Remedy Ticketing System
Microsoft Windows Server 2003
Microsoft Windows Server 2008
ACD reporting System
Microsoft Windows XP & Windows 7 Operating Systems
Symantec Antivirus & Symantec Endpoint Protection
Symantec Ghost Solutions Suite 2.5
Microsoft Office 2010, 2007, MS Word 95/97, WordPerfect 8.0, Corel Office Suite.
Adobe Connect
Universal Imaging Utility 4.5
SMS Remote Control & Desktop
Up gradation of computers.
Hardware Trouble Shooting Computer, Laptops, Printers and scanners.
Installation and replacement of Computer parts.
Dame ware Remote access
TCP/IP, IPX/SPX, NetBEUI, AppleTalk, Apple OS
MS NetMeeting, WebEx, MS SharePoint
CMMI Appraisal Team member
Cisco AnyConnect RSA VPN 2.4
IPhone & IPad deployment/support
Windows Administration
RSA SecurID Server Admin Console

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Senior Associate Help Desk Coordinator

Provide telephone support, real - time access to the helpdesk remedy ticketing system.
Provide assistance with Microsoft 2010 suite.
Hardware related issues.
Software related issue.
Support for In-House applications.

Confidential, Sterling, VA

Service Desk Tier 2, 3 & Team Lead

Assistance to Secretary office of VA for CTS.
Provided assistance to customers in timely and professional manner.
As a team lead, assisted team members, performed work monitoring and control.
Maintained the consistent workflow and met the expected targets and goals.
Helped other SDTs.
Provided training to new hires.
Generated and compiled performance reports.
Assisted in work and layout of SOP.
As Knowledge Engineer, created knowledge documents.
Provided weekly operations reports, system management operations assistance, system, and end user documentation.

Confidential, Sterling, VA

Service Desk Analyst 2 & Team Lead

Provide training to EOUSA user online live training sessions using Adobe Connect.
As a team lead assist team members, work monitoring and control.
Maintain the consistent workflow and meet the expected targets and goals.
Help other SDT’s.
Provide training to new hires.
Generate and compile performance reports.
Work and layout SOP.
As Knowledge Engineer create knowledge documents.
Weekly operations reports, system management operations assistance, system, and end user documentation.

Confidential, Sterling, VA

Team Lead

Client assistance with DBQ application support.
Provide assistance to customers in timely and professionally manner.
As a team lead assist team members, work monitoring and control.
Maintain the consistent workflow and meet the expected targets and goals.
Help other SDT’s.
Provide training to new hires.
Generate and compile performance reports.
Work and layout SOP.
As Knowledge Engineer create knowledge documents.
Weekly operations reports, system management operations assistance, system, and end user documentation.