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It Service Desk Technician Resume

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Washington, DC

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SUMMARY:

  • Customer service focused Technical Support Specialist with 3+ year’s career experience in help desk environments. Highly adept in systems analysis, diagnostics and troubleshooting, and conflict resolution. Exhibits excellent leadership, organization, and problem - solving skills.
  • Works well in team environments and displays strong work ethic and productivity.

TECHNICAL SKILLS:

  • Strong working knowledge of TCP/IP protocol, network security, troubleshooting, Server active directory, network hardware/software, LAN/WANs, Microsoft office (Excel, Access, PowerPoint, Word), Routers, Switches.
  • Customer service oriented
  • Excellent communicator
  • Conflict resolution
  • Office365 proficient
  • Software testing and training
  • Analytical and diagnostic skills

PROFESSIONAL EXPERIENCE:

IT Service Desk Technician

Confidential, Washington, DC

Responsibilities:

  • Diagnose and resolve unique problems associated with application software and operating systems; determine the source of problems and classify their level, priority, and nature
  • Install and support desktops, laptops, HTC phones hardware and software
  • Create alternative methods of completing tasks
  • Expertise hands in troubleshooting of computer software related problems such as; Office365 and Windows updates
  • Familiar with tools like servers, printers, VOIP, networking and telecommunications devices
  • Create and format emails for escalation to appropriate support groups
  • Create and publish knowledge articles for referencing
  • Provide support for more than 5,000 users in a fast-paced enterprise level environment.
  • Maintain professionalism
  • Assist users with account, network connectivity, security, VPN and wireless issues
  • Perform Tier I and II actions.

Active Directory Account Manager

Confidential, Washington, DC

Responsibilities:

  • Create over 1,000 Active Directory accounts
  • Populate and assign users to appropriate organizational units (OU)
  • Manage User Rights and Group Policies
  • Predefine user accounts
  • Manage distribution groups, security groups, and group scopes
  • Maintain domain and group policy settings
  • Reset and created temporary account passwords
  • Manage user accounts.

IT Support Specialist / CUSTOMER SUPPORT

Confidential, Alexandria, VA

Responsibilities:

  • Provide excellent technical support via email or telephone
  • Assist users in resolving Outlook Client issues
  • Identify, diagnose, and resolve Tier I and II related issues
  • Create, update, and close trouble tickets in Remedy ticketing software
  • Use various Remote connection tools to resolve some off-site issues
  • Retrieve missing software packages to resolve software gaps
  • Respond to technical assistance in a timely and professional manner
  • Replace peripheral devices such as; keyboards, monitors, and network cards

Deskside Support Technician

Confidential, WASHINGTON, DC

Responsibilities:

  • Provide on-site resolution for disabled users
  • Document all pertinent end-user identification information including username, department, contact information, and nature of problem
  • Provide hands-on assistance and troubleshooting
  • Diagnose and resolve end-user network, local printer, desktop hardware and mainframe, email, Internet, dial-in, and Virtual Private Network issues
  • Create and publish articles to aid in troubleshooting for future and newer employees
  • Learn and identify appropriate software and hardware used and supported by the organization
  • Perform hands-on fixes at the Tier II level, including but not limited to: installing and upgrading software, imaging desktops, file backups, and configuring system security setting for McAfee
  • Test fixes to ensure adequate resolution
  • Perform post- resolution follow- ups and updates to track and record in ticketing system
  • Provide instructions to customers on how to maintain system safety

Help Desk Technician Intern

Confidential, WASHINGTON, DC

Responsibilities:

  • Gain hands-on experience to prepare for a career in Information Technology
  • Perform simple and basic troubleshooting procedures
  • Acquire extensive knowledge of TCP/IP networking concepts, software troubleshooting, peripheral troubleshooting and Windows/MAC troubleshooting
  • Develop strong written and communication skills
  • Gain extensive skills in reference to troubleshooting and customer service
  • Develop and understand the overall role and expectations of a Service Desk Technician and Customer Service Provider
  • Review documents and forums to stay up-to-date with the latest advances.

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