Help Desk Specialist Resume Washington, DC - Hire IT People

SUMMARY:

Exceptional listener and communicator, who effectively conveys information both verbally and written, has an excellent use of judgment, and has the ability to solve problems efficiently.
Productive worker with solid work ethic who exerts optimal effort in successfully completing tasks
Proven relationship - builder with unparalleled interpersonal skills.
Energetic performer consistently cited for unbridled passion for work, sunny disposition, and upbeat, positive attitude.
Remarkable customer service & telephone etiquette

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Help Desk Specialist

Responsibilities:

Provide telephone, email, and walk-up technical support for over 25, 000 users Nationwide.
Troubleshoot and resolve IT issues on Windows 7 and 10.
Complete software installations.
Install and configure network and local printers on end-user’s PCs.
Perform McAfee Safe Boot Encryption.
Reset passwords for users.
Rectify common Microsoft Office issues and start up failures with detailed attention to Outlook 2010 and Office 365.
Map user’s Network drives.
Place user’s on the PIV exclusion lists that enables them to use the Network without their PIV cards.
Assist users with connectivity issues to solve their VPN/VDI issues and grant access to the DOT Network.
Document and track software and hardware issues using Remedy ticketing software until problems are resolved or escalated.
Add PCs to the domain and place users into the specified domain groups.
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Create and repair Outlook profiles.
Active Directory, account creation, Password resets, and group policies.
Imaged Machines and placed them on the proper domain.

Confidential, Alexandria, VA

Help Desk Coordinator/Analyst

Responsibilities:

Recognize the problem areas, gather the relevant information, and conduct a thorough research to diagnose the source or the root cause of the issue.
Recommend adjustments to meet the end users requirements and assist in determining, maintaining, analyzing, identifying and monitoring the issues related to problem management.
Provide tier-1/2 level helpdesk support for over 500 customers on PCs, printers and peripherals
Keep a track record of all the relevant documentation and make sure effective contribution is made to improvise the operational procedures
Guide and train other employees on the use of IT equipment and newly loaded software on CPU
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
Acts as second level of support responding to customer inquiries received through, e-mail, telephone or other communication method

Confidential, La Plata, MD

Information Systems Analyst

Responsibilities:

Manages and fulfills IT service, and hardware and software contracts with the highest quality of service, accuracy, cost effectiveness, and complete customer satisfaction
Design, install, and configure network systems, servers, printers, peripherals from out-of-the box IT solutions
Serves as first point of contact within the IT department resolving issues as received
Conduct risk and vulnerability assessments of planned and installed information systems to identify vulnerabilities, risks, and protection needs
Provide tier-1/2 level helpdesk support for field technicians and customers on PCs, servers printers and peripherals
Manages IT support maintenance service contracts, warranty services with technology manufacturers
Monitor network traffic to ensure email traffic flows smoothly and efficiently
Provisioned phones using Cisco Call Manager and Cordial