Helpdesk Specialist, February to present Resume ,MD - Hire IT People

SUMMARY:

IT Helpdesk Technician with over 10 years of professional experience supporting large organizations.
Excellent time management and multitasking skills.
Able to communicate effectively with all levels of the organization to resolve complex technical issues.

PROFESSIONAL EXPERIENCE:

Confidential,MD

Helpdesk Specialist, February to present

Responsibilities:

Provide phone support in a high call volume help desk while accurately recording tickets/request using Footprints/Remedy ticketing application.
Maintain Windows operating systems: Windows 2000 Professional, XP Professional, and windows 7.
Maintain and support Microsoft Office 2010.
Monitor ticketing system to ensure request are completed in a timely manner.
Extensive work with Active Directory creating accounts and managing accounts rights.
Work with McAfee Endpoint Encryption Manager creating users, Computers and managing accounts.
Work with Microsoft exchange creating mailboxes and setting up forwarding.
Work with Blackberry Enterprise Servers and Good Server to manage email access for hand held devices.
Assist users through Windows Remote Desktop or Windows Remote Assistance.

Confidential,MD

Electronics Team Leader

Responsibilities:

Provide bi - lingual (Spanish/English) support of laptops, printers and mobile phones
Setup and configure laptops, cameras, mobile phones and other devices
Recommends hardware and software solutions to clients
Provides customer service on software and hardware problems
Assist in developing and enforcing service related procedures

Confidential,Washington DC

Helpdesk Technician

Responsibilities:

Perform first-level diagnosis for customer issues maintaining high first call resolution rate
Provide front-line advice service to end-users on software and hardware related problems
Ability to open, track and take ownership of incidents and service requests
Manage customer communications and set appropriate expectations
Perform other technology support duties as assigned by the authority
Prioritizing numerous issues of varying severity, and effectively manages the resolution of all issues within accepted service levels.
Become knowledgeable of the environment, systems and especially Windows OS, ISS, Web Page.
Follow Service Desk/Survival guide, policy, process and procedures in resolving complex issues.
Assist in developing and enforcing service related procedures
Monitor incoming emails and phone calls to the Help Desk; assign and complete work orders using Help Desk Software.
Install, configure, upgrade, and maintain desktops, laptops, networked printers, scanners, video cards, system boards, NICs, Wi-Fi cards, switches, hubs, etc.
Install, configure, upgrade, and maintain Windows operating systems: Windows 2000 Professional and XP Professional
Install, configure, upgrade, and maintain Windows PC applications: MS Office 2000/2003/2007 Pro, MS Outlook 2000/2003/2007
Troubleshoot and resolve both hardware and software related PC problems.
Perform other help desk duties and escalate issues as needed.

Confidential,Washington DC

Field Engineer

Responsibilities:

Build desktop computers and bring them to client or company specs
Provide in person and over the phone technical support to current home and business clients, technical and non-technical clients and staff
Train incoming technicians on the basics of tech support and client account management
Troubleshoot, install and upgrade Windows software programs and operating systems as well as security, utility, entertainment and multimedia software and drivers
Recommends hardware and software solutions to clients and management including parts and upgrades
Repair and maintain laser and ink jet printers including HP, Canon, Epsons and Brother
Install and design wireless home and business networks and Internet access services

Confidential, Gaithersburg,MD

Technical Support Analyst

Responsibilities:

Provide bi-lingual (Spanish/English) support for a suite of software applications in the retail industry
Document problems, procedures and solutions followed during technical calls
Manage client accounts by delivering advice, direction, and post-consultation support
Work with field staff to ensure best practices
Duplicate software/hardware problems in a laboratory setting to locate exact cause of error and a due course of action
Consult with programmers to diagnose software errors and recommend changes to programs
Maintain safety regulations and standards for handling computer equipment
Diagnose and troubleshoot conflicts with peripherals and identify and correct potential causes for common error codes and messages
Assemble and disassemble of PCs and other devices