Tier 1 Service Desk Technician Resume Fort Belvoir, VA - Hire IT People

SUMMARY:

Former active duty IT from the United States Coast Guard with 7+ years of information technology experience. Acquired a wide variety of technical experience ranging from help desk support to the installation and maintenance of desktops, servers, cabling, and telecom equipment. In addition, my experience in the Coast Guard has allowed me to develop and refine essential skills in the areas of leadership, adaptability, communication, and teamwork.

TECHNICAL SKILLS:

Windows 7/Vista/XP, Windows Server 2003 R2 SP2 and 2008 R2
Active Directory
Microsoft Office Suite 2007/2011
BMC Remedy IT Service Management tracking system
Attention to Detail

PROFESSIONAL EXPERIENCE:

Tier 1 Service Desk Technician

Confidential, Fort Belvoir, VA

Responsibilities:

Operating as an Confidential (AESD) agent currently focused towards resolving incidents over the NIPR (Non - Classified Internet Protocol Router) network.
Troubleshooting user issues with Army Knowledge Online (AKO) and access to different sites and services.
Escalate issues to the next support level as necessary, redirect misrouted calls, ensure consistent ticket updates, and close/resolve tickets.
Utilize the AESD-CRM (Edge) ticketing system to document and monitor all issues received from customers.

Senior Information Systems Technician

Confidential, Baltimore, MD

Responsibilities:

supports the Coast Guard by obligating to serve at least 1 weekend a month/2 weeks a year.

Senior Information Systems Technician

Confidential, Portsmouth, VA

Responsibilities:

Supervised the IT Division, which supported and maintained 107 users and 45 client workstations/laptops within Windows Server 2008 Data Center Edition and Windows 7 environments.
Supported and maintained telecommunications for 38 analog/digital telephones through the EON Millenium PBX.
Recognized and prioritized Time Compliant Technical Order scheduling, ensuring 100% compliance of mandated Coast Guard policies and standards with minimal downtime of network access.
Provided 24/7 technical support to ensure maximum uptime for satellite network connectivity while underway to carry out Coast Guard missions.
Managed in port security watch section; established and coordinated watches to maintain 24 hour coverage for casualty control, preventative and corrective maintenance onboard CGC Bear to maintain operational readiness.

Senior Information Systems Technician

Confidential, Chesapeake, VA

Responsibilities:

Managed Local Control Center watch sections, consisting of 15 IT watch standers who provide 24/7 support for Coast Guard Message traffic; implemented and coordinated watch rotations to maintain mission effectiveness; performed personnel management.
Supported and maintained 132 users and 103 client workstations/laptops within Windows Server 2008 R2 and Windows Vista/Windows 7 environments.
Supported and maintained telecommunications for 54 analog/digital telephones, including a fiber remote shelf, through the Nortel CS1000 PBX.
Assisted in removing 20K feet of degraded cable and replaced with 18K feet of Category 5E cable to support 40 new telecommunication outlets, saving approximately $50K in contracting costs and ensured a strong communications foundation to accommodate future missions.

Entry/Mid Level Information Systems Technician

Confidential, Portsmouth, VA

Responsibilities:

Supported and maintained 19 servers across 15 offsite units, 3K+ users, and 2K+ workstations/laptops within Windows Server 2003 R2 SP2/2008 R2 and Windows XP/Vista environments.
Maintained telecommunications for 2K+ analog/digital telephones, including 2 fiber remote shelves, through the Nortel CS1000 and EON Millenium PBX’s.
Volunteered to take on the additional duty of Supply Custodian; revamped a 280 item parts inventory worth 100K+ by analyzing part number discrepancies, eliminating obsolete parts, and improving existing identification, organization, and storage resulting in zero discrepancies for future inventories and cutting down man-hours by half.

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Tier 1 Service Desk Technician Resume

Fort Belvoir, VA

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