Help Desk Support Technician Resume Washington, DCÂ - Hire IT People

SUMMARY:

CompTIA A+, MTA Certified Technician with 5 years of experience providing tech support for universities, agencies and companies .

TECHNICAL SKILLS:

Windows 7/10, XP, Enterprise, Vista, Active Directory, Mac OS X, Mountain Lion,Sierra,Yosemite, Sharepoint, Visio, Salesforce
Microsoft Office 2007/10, Access, Excel, Word, PowerPoint, Publisher, OneNote, MS Project
LAN, WAN, OpenVPN, Routers, Network Cabling, Firewalls, TCP/IP, DNS, DHCP
BMC Remedy, Legacy Systems, Cisco IT Essentials, ThinkPad, Mac, Acer, HP & Dell, Xerox and Lexmark
OS Migration by Server, Disk & Flash, Imaging, Application Installation.
Virus & Malware Removal, Norton,Avast,AVG Ghost, Restore Data & System Recovery
PC, Tablets, Mobile Devices, Peripherals
Diagnose, Troubleshoot, Repair Desktops & Laptops
Equitrac printing

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Help Desk Support Technician

Responsibilities:

Respond to tickets for customers seeking help and document issues in Remedy Ticketing System.
Provide issue resolution support.
Install and configure computer peripherals such as keyboard’s, mouse and monitors for office use and uphold maintenance.
Resolve technical issues with LAN and WAN and network connectivity.
Reimage Dell laptops on a weekly basis and map printers to students’ laptops, desktops and MAC’s.
Respond to Microsoft Word issues and troubleshoot resolutions for office staff.
Update PC’s and MAC’s manualy by installing hardware and software components to maintain security for over 30 faculty and staff members.
Manage new user on boarding process and work with Senior Technician.

Confidential, Washington, DC

VTC Support (Contractor)

Responsibilities:

Manage and troubleshoot five video conference rooms and ensure proper functionality for network connections, webcam performance and audio functions.
Monitor telecom and polycoms and resolve performance issues.
Troubleshoot Confidential ’s and upgrade hardware and software components to maintain performance standards for all office staff.
Set up Proxima projectors for meetings and resolve technical issues with video/audio performance.
Send weekly Excel reports documenting work performed in conference rooms.

Confidential, Washington, DC

Surge Support (Contractor)

Responsibilities:

Migrated OS’s and the Confidential Intranet (NMCI) email system.
Created Outlook Profile in XP/ Windows 7 for office staff.
Located .pst files to import into Outlook to import contacts and organize calendaring system for staff.
Remapped user .pst files and folders while maintaining security and personal information.
Verified Enterprise Vault installation.

Confidential, Washington, DC

Desktop Support Specialist

Responsibilities:

Completed desktop setups for over 10 newly hired employees on weekly basis.
Provided tech support and resolved issues for over 600 end users while updating tickets in Maximo Ticketing system.
Applied company image via Symantec Ghost software to over 100 computers.
Performed Data and Backup Recovery on a weekly basis to ensure data security.
Configured laptops, PCs and MAC’s on a daily basis for deployment to increase productivity.
Loaded and configured Microsoft, Adobe, and Iron Mountain during reimaging processes.
Developed and implemented a new management system to track the completion status of support requests for tickets entering the system.
Provided HP printer support on a weekly basis for Confidential users and staff.
Supported Confidential by supplying accessories and configuring equipment.