Helpdesk Technician/de/operator Resume Loudoun, VA - Hire IT People

SUMMARY:

Highly talented, solutions - driven, and technically savvy Information Technology professional with progressive growth and expertise in Information Technology, Network Security, and Information Systems design and support.
Using customer service skill sets establish a rapport with end users and provides technical support on a face to face basis.
Interacting with end users and using active listening skills and active communication strategies to aid in correcting their problems.
Diagnosing technical problems and applying systematic troubleshooting methodologies consistently.
Skilled and experienced in the installation, configuration, and maintenance of routers, switches, hubs, taps, frame relay, digital subscriber line (DSL), transparent LAN service (TLS), network management software, and a diverse range of network equipment and technologies.
Demonstrated expertise in providing network administration and technical support, capable of mastering innovative software and tools.
Expertise in the analysis of critical issues in implementing IT infrastructure and application solutions.
Implements escalated issues for end users through the ticketing system that cannot resolved by tier 2.
Monitors peregrine ticketing system for critical or urgent issues and calls end user back to alleviate call wait times.

TECHNICAL SKILLS:

Hardware: DDS3, DDS4 & DLT Tapes, Routers, Switches, Peripherals, HP & Proliant Servers

Software: Adobe, MS Office Suite, Novell, Java

Applications: Dame Ware, McKesson Products, Windows Server 2003/2008, Audio & Videoconferencing

Languages: C, C++, Java

Networks: CISCO, Windows

Operating Systems: Windows 2000, Windows 2000/NT/XP, Windows 7, Windows 8

Platforms: Unix, Linux, Windows

PROFESSIONAL EXPERIENCE:

Helpdesk Technician/de/operator

Confidential, Loudoun, VA

Responsibilities:

In a collaborative effort with a team of analyst in the facility maintain continuous operations and business processes through the efficient and timely planning and execution of system upgrades throughout the organization.
Build, rebuild, repair, troubleshoot, upgrade, and maintain an array of networks, computer hardware, peripherals, networks, servers, and operating systems.
Accountable for establishing the procedures to efficiently monitor and maintain off-site data storage and retrieval, performing system backups on up to 15 servers.
In the absence of Supervisor scheduled help desk staff, monitoring data center operations to ensure sufficient resources are in place to maintain 100% client satisfaction.
Identify and escalate issues that require the next tier to work the problem.
Reply to phone calls and through email to users unable to access systems.
Led Team efforts in delivering training to new recruits in computer operations in the Loudoun Hospital facility. Help in maintaining applications and programs including Microsoft Office 2003-2010, Adobe, Java, which include OS Windows 2000/XP. Windows 7 and Windows 8.
Network + Certification, Citrix Administrator, Database Administrator, Active Directory Administrator, and Project Management. Solid understanding of DHCP, DNS. Has the ability to migrate Windows XP to Windows 7, 8.
Reset passwords for approximately 15 clinical applications with the ability to remote user’s computers to make minor repairs on printers, scanners, computers, and applications.
Maintain trouble ticket system, experience using peregrine, clientele and working incidents and creating request. Also citrix support, email, VPN remote, and making outbound and taking inbound calls to users by phone.

Systems Network Admin/Help Desk

Confidential, Laurel, MD

Responsibilities:

Led the collaborative efforts of a team of technicians in the facilitation of continuous operations and business processes while servicing and supporting the installation, configuration, and maintenance of a wide range of network equipment and technologies.
Corporate IT network administrator with the responsibility for the management and performance of internal network infrastructure, servers, workstations, operating systems, desktops, and system administration.
Provided the support and technical resources required to respond to and resolve network issues and outages, working in close collaboration with vendors, subject matter experts, and customers utilizing the Confidential network.
Delivered technical and support training to staff regarding emerging technologies and products.
Evaluated and analyzed system logs, network performance, utilization statistics and performance metrics to develop and streamline process and application improvements, including the launch of a custom medical application used to separate clinical and active directory accounts.

Corporate Accounts Specialist

Confidential, Rutherford, NJ

Responsibilities:

Led and oversaw the design, installation, and support of local-area network (LAN), wide-area network (WAN), network segment, Internet, and intranet systems, applications, and procedures.

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Helpdesk Technician/de/operator Resume

Loudoun, VA

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