Tier II Help Desk Analyst Resume Falls Church, VA - Hire IT People

SUMMARY:

IT professional possessing Secret Clearance and current CompTIA A+ and CompTIA Security + certifications.
Seeking senior position to contribute acquired soft and hard skills to Help Desk Service team.
Works well independently and as a team member to accomplish business objectives. Presents professional attitude in work environment.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Falls Church, VA

Tier II Help Desk Analyst

Responsibilities:

Provide desktop and remote support using DameWare for over 700 Office of The Surgeon General (OTSG) employees.
Image, configure, and deploy laptops for replacement, refreshes and new employees.
Install approved software and hardware, renew expired Smart Card certificates.
Troubleshoot both Ethernet and WiFi network connectivity issues.
Place vendor service calls for hardware service calls for Dell laptops and Xerox network printers.

Confidential, Washington, DC

Tier II Help Desk Analyst

Responsibilities:

Administrated user accounts in Active Directory, administrated Safeboot encryption accounts.
Activated and deployed BlackBerrys; provided administrative support on BES.
Resolved technical support issues by desk side support and LANDesk remote desktop for over 1200 Department of Commerce employees.
Deployed and configured printers to network, configured local printers to laptops, installed approved software.
Accountable for wiping of hard drives, imaging, and deployment of Dell Latitude E6420 laptops.
Participated in Windows 7 rollout and laptop refresh projects.
Arranged on - site service calls for Dell technician hardware support.

Confidential, Washington, DC

Senior Help Desk Analyst

Responsibilities:

Provided technical support for over 300 remote users for Veterans Affairs facilities locations in the United States. Utilized DameWare to resolve technical support issues.
Identified and diagnosed network connectivity, software, hardware, and peripheral problems.
Updated SharePoint FAQ’s to reduce call volume and improve tech response times for SLA’s.
Imaged desktops and laptops; encrypted laptops. Tracked Government Furnished Equipment (GFE) with inventory control software.
Documented technical hardware and software installation instructions; created SharePoint FAQ’s for employee training.

Confidential, Washington, DC

Technical Support Help Desk Senior Specialist

Responsibilities:

Technical support for over 600 U.S. Mint end-users, troubleshooting, diagnosing and resolving hardware, software, and network related issues.
Prioritized and assigned work order tickets to support staff. Trained staff on internal processes and procedures.
Interfaced with client to procure and deploy GFE.

Confidential, McLean, VA

Technical Support Specialist

Responsibilities:

Added and deleted user accounts, set-up email boxes and email redirects, delegated security permissions, and created distribution lists in Active Directory.
Diagnosed and resolved incidents for over 400 employees. Resolved network connectivity issues, installed approved software.
Detailed technical processes and departmental procedures for distribution to staff, coordinated with team members to provide 24/7 support.

Confidential, Springfield, VA

IT Student Representative/Recruiter

Responsibilities:

Identified potential enrollees through internet research, cold calling, referrals, and internal database.
Conducted in-depth personal interviews to determine skills and recommended coursework.
Participated in recruiting and promotional activities to identify potential student candidates.
Maintained and updated recruiting database to maximize student enrollment.

Confidential, Washington, DC

Technical Support Specialist

Responsibilities:

Comprehensive help desk support to over 3200 users at the Department of Education.
Resolved tickets, configured laptops, installed software, and assisted in rotated team network weekly backups. Participated in Windows 2000 migration.
Created help desk documentation with step by step instructions for resolving technical issues.