Help Desk Engineer Resume Sterling, VA - Hire IT People

PROFESSIONAL EXPERIENCE:

Confidential, Sterling, VA

Help Desk Engineer

Responsibilities:

SCOM monitoring
Respond to telephone, electronic mail, and/or walk - in requests for support for all systems and equipment within the IT environment.
Maintain maintenance records and perform follow-ups as required for routine preventive and demand maintenance workstations and peripherals.
Document procedures taken to research, assess, troubleshoot, test, and resolve support and assistance in designated ticket tracking system (Remedy).
Assist with desktop problems involving user account, passwords and access to data files.
Knowledge of moving users between domains and/or OUs using approved tools. Knowledge of printer support operations as required (e.g. server maintenance and queue creation)

Confidential, McLean, VA

Service Desk

Responsibilities:

Troubleshoots, resolves, integrates, tests, and maintains operating systems environments such as, but not limited to: Windows 2000, MS Office, MS Exchange, VDI.
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, networking, and other information system-related technologies.
Use of basic PowerShell commends
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error; determines whether problem is caused by hardware such as modem, printer, or cables.
Handles problem recognition, research, isolation, resolution, and trouble ticket follow-up for routine user problems, referring more complex trouble tickets to supervisor or more senior-level Help Desk Analysts.
Familiar with workstation and server architecture, network infrastructure, and data transmission methodologies.
Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
Trains users on hardware on-site.
Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user’s premises.
Assists with major move projects within Joint Staff which requires movement of equipment, set up of port activations, and reporting MAC addresses in support of customer functionality.

Confidential, Falls Church, VA

IT Administrator

Responsibilities:

Provide Tier 2 Support to active duty military personal and civilians on NMCI network
Tech refresh workstations (Desktops and Laptops)
Maintenance and Repair Dell/HP laptops and desktop. Maintenance VOIP
Installation peripherals (hard drive, motherboard, optical drive, RAM, fans, c-mos battery, scanners, printers, Symantec, Adobe Pro, Microsoft Office 2010, etc.)
Remedy and SM9 ticketing system
Active Directory (reset password, able/disable accounts, map user’s network drive, CAC enforce) and Element (fix broken software remotely)
Images for NIPR and SIPR workstations pulled down from the network server
Deploy HP, Xerox, Lexmark standalone/ network printers and scanners
Manage network share folders (permission to users)
Troubleshoot Microsoft Office Suite 2010
Outlook- create new profile and PST
Audio Visual (VTC) for NIPR and SIPR meetings
Work with ITA with network outages

Confidential, Reston, VA

IT Administrator

Responsibilities:

Confidential, Ashburn, VA

Service desk

Responsibilities:

Confidential, Washington, DC

Helpdesk Support Specialist/ IT Administrative Assistant

Responsibilities:

Provide on-site and over the phone technical support to over 300 local users and 1200 field users
Manage user accounts in Active Directory
Troubleshooting complex hardware (Window 7) / software (Microsoft 2010) workstation Issues for users in the DC and field regions
Troubleshoot printers and network printers
Track and administer technical phone and email support through Service Desk BMC ticketing system
Security-Microsoft Forefront Monitoring
Uses Acronis to imaging desktops and laptops
Responsible for providing IT orientation to new staff
Provides training on Google Apps
Determining and recommending products and/or services to best fit the user’s needs
Manages licensing renewals and purchases
Responsible for loaner pool administration, laptops and phones (smartphones)