Helpdesk Engineer II Resume , Bethesda, MD - Hire IT People

SUMMARY:

11 years information technology experience in systems, network and technical support
Experience troubleshooting and providing technical support on Windows 7, Windows 8, Windows 8.1, Windows 10, Mac OS 10 - 10.13, Microsoft Office 2003, 2007, 2010, 2013, Office 365, Sage, iOS, Android, Barco Clickshare, Scanners, Projectors, Printers, Apple TVs, Smart TVs, desktops, laptops. iPads, iPhones.
Knowledgeable in Technical Troubeshooting, End User Training, Virus Detection, Removal and Prevention, Technical and User Documentation, System Upgrades and Optimization.
Experience collaborating with employees at all levels in an organization
Excellent written and verbal communication skills

TECHNICAL SKILLS:

Platforms: Windows OS, Windows Server 2008/2012/2016, Mac OSX, iOS, Android

Networking and Security: LANs/WANs, TCP/IP, VoIP, HTTP, Wireless/VPN, Active Directory, DHCP, DNS

PROFESSIONAL EXPERIENCE:

Confidential, Bethesda, MD

Helpdesk Engineer II

Responsibilities:

Monitor helpdesk system and respond to incoming support requests.
Provide technical support for Microsoft Windows and Mac OS X workstations.
Provide assistance with network printing and file sharing.
Troubleshoot and resolve network connectivity issues.
Manage hardware, software and mobile device inventories.
Set up, troubleshoot, and repair workstation hardware and software configurations.
Provide telephone and remote desktop support to off-site users.
Provide troubleshooting support for A/V presentations (laptops, projectors, etc.).
Manage the transportation of AV equipment to and from conferences, training sessions, and other off-site events.
Support of National Training Sessions and Conference Booth AV equipment
Manage the construction of event booths and the purchasing and setup of related electronics and support services.
Manage the selection, purchasing and inventory levels of misc. hardware and peripherals.

Confidential, MD

Helpdesk Specialist

Responsibilities:

Provided end user support in a corporate Microsoft Operating system environment.
Monitor server and application performance following regimented guidelines. Identified issues, analyzed the best course of action, and recommended steps for resolution.
Performed system upgrades, evaluated installed patches and resolved software related problems.
Maintain documented procedures in order to deliver, operate, and maintain PC and server hardware, software, operating systems, networks, and data communications.
Worked with third party vendors to resolve any problems, implement solutions, and collaborate on project activity.
Maintained Helpdesk SLA Requirements
Provided 24x7 coverage for critical systems
Maintained Windows Server and Active Directory (Created User Accounts, Distribution Groups, etc.)

Confidential, NY

Level 1 Technician

Responsibilities:

Handled Help Desk Calls
Network installation of PCs and printers
Configured/Activated Blackberries on Bes Servers
Installations of operating system, application and upgrades and patches(Win 7, XP, Mac OSX,etc)
Repair and/or replacement of malfunctioning PCs and printers
Troubleshot/Resolved Mac OS issues/Apple IOS
Fixed low-level Exchange issue, and Bes server issues
Trained new Help Desk Technicians/Mounted Network Equipment
Configured managed switches, APC, and DRAC
Resolved DNS and DHCP issues on end user and server side
Experience with Windows Server and Active Directory (Created User Accounts, Distribution Groups, etc.)