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Help Desk Resume

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Hagerstown, MarylanD

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SUMMARY:

  • Effective IT specialist with comprehensive knowledge on providing technical support remotely or in - person. I am also a Detail-oriented, methodical professional aiming to utilize my skills to help fulfill your company’s goals.

TECHNICAL SKILLS:

Operating Systems:: Windows 8, Windows 10, Linux, MICROSOFT OFFICE 2013

Software Applications:: MS Office Suite 2013 (Access, Excel, PowerPoint, Word, etc.); Norton Ghost; Installing Drivers; Virtual Network Control (VNC); Anti-virus applications; Remote Desktop Connection, Adobe suite applications, System Center Operations Manager (SCOM), Remedy, Service Now (Web Base ticketing system), CA Service Desk Manager (web based ticketing system)

Hardware:: HP desktops & laptops; Dell desktops HP printers, general computer builds and repairs; hardware installations and swaps; general networking experience, Android Tablets (Samsung, HTC, Asus, HP)

WORK EXPERIENCE:

Confidential, Hagerstown, Maryland

Help desk

Responsibilities:

  • Answered and respond to telephone and email requests for assistance from on-site and remote end-users with computer related issues
  • Identified, troubleshoot and resolve hardware, software, printer, remote access, proprietary applications and network connectivity problems
  • Created detailed call/problem documentation of reported incidents utilizing Remedy ticketing system
  • Added /removed user from Active Directory, add users to groups, setup user permissions, create distribution group.
  • Assigned or escalated tickets to appropriate groups for resolution.
  • Provided basic mobility support on IOS and Android Smartphones and Tablets
  • Troubleshoot email connectivity issues

Technologies: Windows 8 and 10, Microsoft Office 2013, Active Directory, VPN, GOOD for Enterprise, Remedy, Virtual Desktop Infrastructure (VDI), SCCM,DNS,DHCP.TCP/IP, Remote access Management

Confidential, Rockville, Maryland

Help Desk

Responsibilities:

  • Provided Tier 1-1.5 phone, email, desk-side, and remote access technical support to troubleshoot desktop, laptop, printer and network connectivity problems to on-site, remote, and home-based users
  • Installed, configured and upgraded software
  • Reimaged/ghost laptops and desktops
  • Created, configured, and managed user accounts
  • Maintained copiers, local and network printers

Technologies: Windows 8 and 10, Microsoft Office 2013, Active Directory, VPN, GOOD for Enterprise, Remedy, Virtual Desktop Infrastructure (VDI), SCCM,DNS,DHCP.TCP/IP, Remote access Management

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