Senior Desktop Support Specialist Resume Chantilly, VA - Hire IT People

SUMMARY

6 - 10 yrs. installing and configuring system hardware/software in an enterprise environment.
6-10 yrs. installing operating system
Expertise in supporting desktop operating systems (Windows 7, 8.X, 10 Mac OSX 10.10.X)
Experience using an endpoint management tool to provide remote support
Strong customer service experience skills
Experience providing administrative support in an IT environment
Proficient time management skills. Required and detail oriented organizational skills
Experience managing service requests for IT support in Remedyforce or a similar ITSM platform
Expertise in troubleshooting hardware related issues
Expertise in troubleshooting complex software related issues
Can demonstrate experience making nontechnical users comfortable with complex technology concepts
Able to analyze and resolve complex technical problems over a wide variety of systems
Knowledge of Microsoft Office Suite (Office 2010+ and Office 365)

PROFESSIONAL EXPERIENCE

Senior Desktop Support Specialist

Confidential, Chantilly, VA

Responsibilities:

Provides mid - level analysis and technical help desk support
Interfaces with multiple levels of user management, VIP’s and technical staff
Accurately documents, reports, and resolves technical issues with regards to basic
Maintain user and network accounts on a daily basis
Installs and configures Zero Client terminals used as primary interface for Civil Division’s virtual platform
Troubleshoots user virtual machines using VMware sphere Client
Network printer installation on servers
Diagnose and troubleshoot issues with switches and routers
Recovery of lost data through Symantec Backup Software
Troubleshoot issues relating to VOIP, AV/VTC/IPTV/Network as end user services at a Tier 2 level
Network/desktop support, printers, Blackberry’s, and LAN cable drops
Troubleshoots, configures and activates user Android and Tablet devices, utilizing AirWatch Administration

PC Support Specialist

Confidential, Herndon, VA

Responsibilities:

Performed Network Administration task such as creating new user accounts and moving existing accounts from different containers in NDS
Monitored of Routers through Cisco Works
Tasked with creating and updating desktop and laptop images
Team led on PC replacements projects
Installed and upgraded PCs and PC peripherals, including disk drives, modems, CD ROMS, and Zip drives
Provided support to end-users in the acquisition, implementation and operation of end-user applications
Troubleshot user problems and solved network printing conflicts
Assisted on projects to convert network from Novell environment to Windows

Computer Specialist

Confidential, Arlington, VA

Responsibilities:

Installed and configured various operating systems including Windows 95/98 and Windows NT 4.0
Installed software on servers and workstations
Configured remote workstations with dial up accounts
Assisted in GSA migration from ccMail to Lotus Notes Mail system, worked on team for a priority task to upgrade over 800 user workstations from Windows 95 to Windows NT 4.0 in accordance with GSA standards
Performed LAN Administrators duties and providing desk side user support. Worked on the GSA help desk and answered a range of trouble calls through telephone and e-mail
Created and maintained user accounts
Resolved several network related Windows NT and Windows 95 problems