Tier 1 support desk Resume Washington, DCÂ - Hire IT People

TECHNICAL SKILLS:

Operating Systems: Windows 95, Windows 98, Windows NT 4.0, Windows 2000, Windows XP Professional, Windows 2000 Pro Operating System, Windows Server 2003, Office 2003, Office 2007 and Vista.

Software: MacAfee, Norton Antivirus, and Symantec, Microsoft Office Business Suite, Adobe Acrobat, Group Wise, Novel, Magic, Active Directory, Track - It, Remedy, Hyena, SMS, Remote Desktop, Universal Trouble Tickets (UTT), Ghost Explore, Service Center (Peregrine) Ticket System, Malware Virus software, Blue Line Software Repository (IBM), AT&T Network Client (IBM), Lotus Notes (IBM) Labor Claiming Time Tracking system, and Lotus Notes Sametime Connect.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Tier 1 support desk

Responsibilities:

Duties of the day were to maintain phones and issue out tickets using HEAT ticket system.
I issued out loaner laptops to Confidential employees in order for them to travel or do basic work at home.
Set up VPN connections and synchronized the laptops to fit the users profiles.

Confidential, Washington, DC

DESKSIDE TECHNICIAN

Responsibilities:

I worked in a MS Windows XP Professional environment, performed desk side support for Confidential workers
Worked on HP desktop and laptop systems, installed new software, Confidential standard image, and wiping hard drives.
I used virus software to scan users’ machines such as Malware.
Analyzed and restore user workstation and repair printers.
On a day to day I have to troubleshoot and resolve minor hardware and software issues.
I had to work as a field technician to assist users in other locations.
Maintained trouble and problem tickets were tracked threw (Peregrine) Service Center.

Confidential, Washington, DC

Jr. Help Desk Support

Responsibilities:

Performed upgrades, updates, to enhance user’s pc.
Installed and configure hardware and various software applications.
Assisted users and staff by providing technical advice and researching problems.
Entered trouble tickets via help desk software in order to track user problem and resolution.

Confidential, Washington, DC

Help Desk Technician

Responsibilities:

Provided tier 1 and 2 support with almost 4000 users over the phone, desk to desk and remotely.
Worked with Windows XP Professional, MS Outlook, as well as Microsoft office approved software TISCOM, along with VOIP. Test new software and provide Treo customer service using the Get Good emailing software.
Maintained user accounts and profiles such as password resets and lock outs using Active Directory.
I had to troubleshoot and resolve minor hardware and software issues.
Resolved several network connectivity issues, video teleconferencing, and remote access to networks outside of the office.
Used Server 2003 to track users space and reset space limit.

Confidential, Washington, DC

Help Desk Technician/Administrator

Responsibilities:

Provided tier 1 telephone support.
Issued out toners and take the old toner cartridges to be recycled.
Ability to work with minimal supervision.
Performed great oral and written communication skills with the Ability to multi-task and Strong commitment to client service.
Solid computer skills (MS Office Suite). Support Microsoft 2003
Maintained user accounts.

Confidential, Greenbelt, MD

Help Desk Technician

Responsibilities:

Excellent people skills and able to deal with diverse personalities.
Provided for users nationwide. Tier 1 and 2 support.
General help desk issues such as password resets using Active Directory.

Confidential, Washington, DC

Help Desk Administrator

Responsibilities:

Created new user accounts and deleted user accounts using Hyena and Active Directory.

Confidential, Beltsville, MD

Responsibilities:

Provided help desk support over 600 local and around 6000 field users in a Windows 2000.
Assisted CIO with maintaining the ITD department. Provided daily, weekly and monthly status reports to the CIO and help desk manager.
Diagnosed and repaired client workstation hardware failures (including printers and fax machines)
Took part in the migration process with the ITD team; migrating over 1200 users from Novel and Group Wise to MS 2000 and MS Outlook.
Managed help desk with 12 contractors under my supervision in the ITS department.
Conducted several training courses for employees using new software.

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Tier 1 Support Desk Resume

Washington, Dc

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