Help Desk Support Resume Baltimore, Maryland - Hire IT People

SUMMARY:

Dedicated helpdesk professional currently providing technical support.
Skilled problem - solver able to communicate with users at all levels of technical proficiency.
Ability to troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems.
Energetic team player who enjoys working with people of diverse backgrounds, cultures, and professional levels.
Detail-oriented with strong organizational, analytical and technical skills
Excellent verbal, written and presentation skills
Proficient in Windows platform, LAN & VPN/Remote Connectivity, Microsoft Office Suite
Technical Troubleshooting, Hardware Configurations, Software Installs, Problem Diagnosis, Phone & Online Support, User Training/Support, Customer Service, Data Entry, Data Analysis - qualitative and quantitative and report writing

PROFESSIONAL EXPERIENCE:

Confidential, Baltimore, Maryland

Help Desk Support

Responsibilities:

Manage Windows 8 and Windows 7 workstations
Install software, modify and repair hardware and resolve technical issues
Develop quick reference guides to assist end-users with challenging software application features
Active Directory - Account creation, Password resets, Group policies
Ensure that Remedy tickets are resolved and completed to the client's satisfaction
Perform administrative tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines
Provide initial troubleshooting of problems including root cause analysis for desktop, laptop and printers (local/network)
Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging, fax and desk side
Update ticketing system to reflect work in progress or completed

Confidential, Bowie, Maryland

Computer Lab Assistant

Responsibilities:

Established and enforced computer lab rules and regulations; monitored students’ activity in the computer lab
Maintained computer hardware and software applications inventory for ensuring availability of equipment and instructional material in computer lab.
Performed routine and preventative maintenance of computer lab and classroom equipment (e.g. dusting, cleaning, virus scanning, and defragmenting)
Troubleshoots malfunctions of hardware and/or software applications to determine appropriate actions to maintain steady computer lab operations
Instructing students and staff in the use of computer lab technology and software applications