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Help Desk Support Resume

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SUMMARY:

  • A highly motivated Ambitious and detail oriented with ability to give timely and accurate advice, guidance, support in problem solving and providing situations.
  • Possessing excellent communication and technical skills with the ability to work with the minimum of supervision. Have a proven ability to consistently meet targets, and organize time efficiently.
  • Deadline - focused with broad skills ranging from service Desk support, troubleshooting, Team Building, Business Operations, and Project Management

TECHNICAL SKILLS:

Operating System(s): Windows 7, 10, Server 2008 & 2012, Exchange 2012 & 2013, Apple IOS, Android

Hardware: Cisco 2600/6500/7200 series routers, Cisco 1950, 2900, 3950 series, and COMM3 Switches, Laptops, Dell Servers, Network Cards, Memory, Printers, I Pad, BlackBerry, I Phones and other tablets, KACE

Software: MS Office 2010/2013 Suite, SharePoint 2013,Visio, Exchange 2000 & 2003, Blue Coat, HP Open View, Remedy 8.2, 9.1, Solar Winds, IAS viewer, ITA, Cisco IOS, McAfee, Norton, MS Active Directory, Service Now, LogMeIn, Beyond Trust, NETCENT, Lotus Notes, Fore Scout, Adobe, Connect, Five9 Call Center Manager, Mobile Iron

Networking: LAN & VPN/Remote Connectivity, TCP/IP, Pulse Secure VPN client

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Support

Responsibilities:

  • Provides Service Desk support for over 2,600 users for the U.S. Department of Agriculture of over 12K incident tickets annually, maintained asset control of 700 iPhones and 1,000 workstations and tablets valued at $600,000. Managed operation budget, reviewed deliverables.
  • Provide IT support consisting of installing/imaging, configuring, upgrading, and maintaining workstations.
  • Responsible for configuring network printers, scanners, and multifunction functional devices to over 800 headquarter personnel.
  • Routinely exceed call-handling goals, closing an average of 85% calls daily with a first-call resolution ratio and an average talk-time of 5.5 minutes.
  • Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.
  • Excel in researching, analyzing and rectifying problems. Excellent
  • Oversaw Active Directory migration of 4,000 user/machine accounts; created implementation plan for Windows 10 upgrade.
  • Provide tier 1 support on Active directory support.
  • Provide computer, user accounts, distribution lists and security group’s management
  • Troubleshoot remote users VPN connections, user rights & permissions for both wireless Mobile and network users.
  • Use Service Now ticketing system for documentation of incidents resolutions and knowledge base references.
  • Partner with Tier II, Desk top peers and other IT teams to resolve complex problems that required escalation.
  • Provide detailed descriptions of issues in trouble ticket system and follow up diligently to ensure swift resolutions.
  • Troubleshoot LAN, VPN, Mobile Devices and various network resolve issues
  • Provide technical assistance and support for incoming queries/issues related to computers software, and hardware
  • Respond to questions either in person or over the phone and providing email messages for customers seeking help.

Confidential, Forestville, MD

Certified Sleep Analyst

Responsibilities:

  • Controls inventory levels by conducting physical counts; reconciling with data storage system.
  • Managed two Confidential stores simultaneously and with merchandise valued at over $500,000
  • Assisted and oversaw receiving, warehousing, distribution and maintenance operations
  • Adhere to all the company’s, handling and shipping requirements
  • Assisted the District Manager with marketing strategies
  • Manage stock control and reconcile with data storage system other duties that included, sales, book keeping, bank deposits and periodic inventory.
  • Assisted customers with my expertise as a Certified Sleep Analyst.

Confidential

Gas Turbine Engineer

Responsibilities:

  • Completed training in Gas Turbine Systems Technician (Mechanical) Class “A” School
  • Provided mechanical support and performed general maintenance servicing on gas turbine engines
  • Worked on engine types LM2500 and Rolls Royce engines.
  • Routinely performed daily administrative duties
  • Briefly trained on CBR attacks and DECOM procedures

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