Junior IT help desk Resume

SUMMARY:

Resourceful, adaptable, professional providing a full range of administrative and security support service to the Department of Defense (DOD).
Experience levels of security integrity to ensure adherence to Corporate and Government Policies and Procedures.
Self - motivated; detailed oriented; ability to multi-task and work independently as well as a part of a team.

TECHNICAL SKILLS:

WORK EXPERIENCE:

Confidential

Junior IT help desk

Responsibilities:

Provide support for over 7,000 (DOJ) users. Use remedy to create and resolve tickets.
Work with active directory, disable accounts, unlock accounts, add users to groups, and provide mobility support for IPhone, androids and iPad using air watch software tools. Create accounts for RSA tokens, create remedy accounts.
Troubleshoot laptops and citrix for remote users. Cache the credentials on laptops for remote user.
Troubleshoot printers, network drives, and outlook 2010.
Work with both personal and government laptops.
Remote into user’s machine using TRC and PCAnywhere software. Install all licensed software on client’s machine.
Create ticket on inbox request. Assist and troubleshoot issues on the Windows 10 environment.

Confidential

Service Desk Technician

Responsibilities:

Provided tier 1 support for DOD. Used remedy ticketing system and active directory.
Use PCAnywhere to remote into user’s machine and troubleshoot all outlook, printer, and network issues. Transfer tickets and call to the appropriate support group.

Confidential

Systems Administrator

Responsibilities:

Desktop Implementation for L3 communication. Working for Department of US Army (DOA), upgrading users Outlook to 2013. Work with IPhones, Blackberries and IPads.
Install ICloud, create accounts and wipe user’s devices. Also use remedy to resolve and close tickets prior to upgrade of outlook.

Confidential

System Administrator

Responsibilities:

Provide tier 2 support for DOE customers providing desk side assistance for end users.
Configure laptops using safe boot for the encryption standard and troubleshoot desktops. Manually upgrade Department of Energy (DOE) customers to windows 7 supporting over 4,000 different organizations within DOE. Update software’s on client’s machine.
Trouble shoot printers and scanners as well as conduct follow ups prior to user’s migration. Work with software’s such as Microsoft Visio, Microsoft project, AutoCAD to name a few. Recover missing documents, transfer files, swap hard drives and set up users work station.
Use both SCCM client and Active directory.
Configure outlook 2010 mailboxes. Use DAYs ticketing system and assist with the scheduling of migration. Provide hands on technical assistance to resolve hardware and software incidents.

Confidential

Computer Support Analyst

Responsibilities:

Specialized in windows 7 machines to support over 13,000 Department of Defense (DOD) users in the Mark Center, Pentagon and Crystal Square, analyzing investigating and resolving assigned help desk tickets. Use remedy ticketing system and has full admin rights and credentials.
Troubleshoot data amour issues with VPN connectivity locating and mapping hard drives, set up and past data armor account.
Help support the migration and transition of WHS customer to OSD. Installed approved software from the APPV, SCCM, EITSD using the active directory portal.
Troubleshoot outlook 2010 issues.
Troubleshoot Printers and scanners making sure printer and scanner drives are compatible with the windows 7 functionality.
Assist managers with IT inventories and set deployment schedules. Work with both NIPRNET/SIPRNET machines by creating, testing cables and updates on workstations. Also, call in migrations for customers being switched from XP machines to Windows 7.

Confidential

Help Desk Specialist Tier1

Responsibilities:

Assist over 13,000 DOD users with basic troubleshooting over the phone using dame ware mini remote control and issuing tickets through a remedy database system.
Create users accounts, publish certificates, update CAC cards credentials and disable user accounts.
Help blackberry users with basic troubleshooting and cleared data spills from classified networks.
Test hard drives through computer imaging working with laptops, unclassified and classified computers and help create accounts for data amour users.

Confidential

Desktop Support

Responsibilities:

Provide day-to-day technical assistance to DARPA agency and contractor personnel for PC and associated software packages, network services, and Internet applications,
Configure Printers and Set up VOIP phones in clients offices.

Confidential

Customer Service Specialist

Responsibilities:

Direct callers as needed to the appropriate group/IT individual handling computer hardware and software problems for DISA.
Record all incidents using an Excel automated incident tracking program.
Keep a daily log of all work order requests and help desk interactions. Answer telephones in a courteous and professional manner.
Trained in scheduling meetings in conferences on manager’s calendar in outlook. Ordered Equipment or furniture for employees scheduled to move.
Ordered equipment’s and supplies for Office through BRAC.