Help Desk Technician Resume Chantilly, VA - Hire IT People

TECHNICAL SKILLS:

Operating Systems: Windows 7, Windows 10, Windows XP, Windows Vista

Applications: Microsoft Office 2013, Microsoft Office 365, Internet Explorer, Google Chrome, Mozilla Firefox, Active Directory, Adobe Pro, Active Directory, Remedy/Ticketing System - IssueTrak and SmarterTrack, Whatsup Gold by IPSwitch.

PROFESSIONAL EXPERIENCE:

Confidential, Chantilly, VA

Help Desk Technician

Responsibilities:

Assisting agent and employees remotely/on site with Windows 7/10 environment
Knowledgeable on troubleshooting hard drive malfunction, virus/malware issues.
Extensive knowledge on VPN troubleshooting, and Citrix gateway server
Troubleshooting experience with Macbooks software and network
Experience in Active Directory, on Group Policy update, modifying user accounts
Troubleshooting knowledge on iPhone, Blackberry and Android
Works directly under Exchange and Network support.
Extensive knowledge in sing Remedy, Altiris and Solar Winds ticketing systems.
Simultaneously work with users over the phone and via email
Excellent time management skills, believe in providing customer service in a timely manner.

Confidential, Fairfax, VA

Help Desk Technician

Responsibilities:

Provided faculty, staff and students across six campuses with courteous, profession Tier I It support on a variety of technical problems and computer related issues. Ensure timely resolutions for both technical and non-technical users through effective listening, clear communication and login verification within PeopleSoft (SIS) and Active Directory
Reset LAN Passwords for student/faculty/staff in the NVCC and NVSTU domains using Active Directory
Nova Connect Support: Password resets; Blackboard set up and troubleshooting; Viewing classes; Registration; SIS issues with faculty/staff
Troubleshot remote connections using network tools such as VPN and Web Mail
Assisted with wireless configuration for Faculty/Staff and students
Assisted students with Registration and Enrollment
Prompted escalation of issues to Tier II support teams when appropriate
Performed daily integrity test for all college applications and devices and report outages immediately
Contributed documentation for the IT Help Desk Process Manual
Network monitoring software-Whatsup Gold by IPSwitch
Assisted in FTP configuration for Faculty/Staff and students (CoreFTP)
Troubleshooting: Microsoft Office (Excel, Word, PowerPoint, Outlook)
Problem Management ( Remedy/Ticketing System)-IssueTrak and SmarterTrack

Confidential, Herndon, VA

Customer Service Coordinator

Responsibilities:

Responded to incoming service calls, emails, and internet work orders from tenants
Dispatched work orders to technicians
Regularly communicated with Service Technicians, Vendors, and Property Management on status of open orders
Reassigned work orders where appropriate to ensure timely completion, tenant satisfaction
Kept tenants informed of progress on outstanding work orders
Surveyed tenants for satisfaction with work order competition
Prepared various reports (Corrigo work order analysis, client specific reports)
Analyzed data send out recommendations to property management based upon analysis
Prepared tenant notifications, update and maintain tenant information including contacts, email lists, on call-schedule an portfolio assignments
Trained new tenants on the use of Corrigo portal for direct work order entry
Maintained tenant emergency contact sheet, parking sheets
Performed receptionist duties as required

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Help Desk Technician Resume

Chantilly, VA

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