Senior Help Desk Specialist Resume

SUMMARY:

A Highly motivated individual seeking a position as an Information Technology Specialist with over 10 years of experience identifying roadblocks, defining requirements, developing and executing technical solutions.

TECHNICAL SKILLS:

Strong Understanding of computer hardware, CompTia A+ course work with degree
Good Understanding of Networking protocols and concepts
Experience with Lotus Notes, Novell Sim - Tree, Active Directory, LDAP
Microsoft Operating Systems, Office Suite
BMC Remedy Action Request System

PROFESSIONAL EXPERIENCE:

Senior Help Desk Specialist

Confidential

Responsibilities:

Delegates out work duties, and ensures work performed meets and exceeds SLA requirements.
Receive, triage, and resolve Health Insurance Oversight System (HIOS) issues for Health Insurance Issuers
Password management and identity verification on the CMS Enterprise Identity Management System.
Responsible for proper handling and storing of Personally Identifiable Information
Train new employees and ensure all equipment and accesses needed are provided for.

IT Specialist

Confidential

Responsibilities:

Operate and maintained the EPA’s One Stop Help Desk. Responsible for troubleshooting, diagnosing and problem resolution on all trouble tickets using the Remedy Action Request System.
Responsible for analyzing, troubleshooting and resolving BlackBerry users network setup issues, resetting the BlackBerry Enterprise Server (BES) device passwords via remote access tools.
Perform password management on RSA tokens, and other two-factor authentications.
Responsible for notifying all support groups using Remedy of new knowledge base articles that have been added or changed.
Run daily Remedy reports, ensuring uniform service from all agents, as well as proper categorization codes used for correct billing.
Request Root Cause Analysis for newly documented issues, and confirm received information is accurate for dissemination.
Local Active Directory Administrator, responsible for creating, and maintaining user accounts and network objects. Installing and setting up employee’s computers with required software.
Develop and manage the EPA Wide “Mass Mailers” email notifications, to inform government employee’s and or contractors of large scale known system issues, or upcoming events that may impact personnel coming or going from work, via the GroupCast database in Lotus Notes.
Train personnel on problem documentation and resolution for the Remedy Action Request System.
Actively monitor call queues, ensuring there are agents online at all times.
Test and evaluate new software solutions for EPA implementation and deployment
Receive technical service advisories, edit for non-technical personnel, and update phone greeting with clear and concise service status.
Manage short-term and long-term projects, meet milestones, and keep management up-to-date with project status.
Support management as team lead, make operations adjustments within given parameters based on a multitude of input sources.

PC Technician

Confidential

Responsibilities:

Team Leader responsible for solving a wide range of operational and support problems to meet customer requirements.
Analyze software and/or hardware problems and provide solutions.
Experience with installation, configuration and maintenance of local area networks.
Responsible for planning and assigning daily tasks to department personnel.
Provide technical advice and recommendations to Sales Department.
Service all in-store computer products to ensure proper functionality for sales

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