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Help Desk Support Ii Resume

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Rockville, MD

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SUMMARY:

  • Multiple years of experience providing technical support remotely or in - person
  • Citrix VDI Support
  • TESTOUT Network Pro Certified
  • CompTIA A+ Certified, TESTOUT NetworkPro Certified, CompTIA Network+ Certified
  • Proficient with MS Office, VMware, Citrix, Active Directory, Windows Server, SQL Server, MySQL, Network Cabling and troubleshooting
  • Proficient in English, French; Beginner in Spanish

TECHNICAL SKILLS:

Operating Systems: Windows 8, Windows 7, MS 98, 2000; MS Windows Vista, XP; MS Windows Server 2003

Software Applications: MS Office Suite 2000, 2003, 2007, 2010, and 2013 (Access, Excel, PowerPoint, Word, etc.); Norton Ghost; Installing Drivers; Virtual Network Control (VNC); Windows Deployment Services (WDS); Anti-virus applications; Remote Desktop Connection, Adobe suite applications, System Center Configuration Manager (SCCM), Lotus Notes, Dell Data Encryption Protection, Remedy (Ticketing System;Active Directory, Service Now (Web Base ticketing system), OnBase (Data Base Application), Microsoft Deployment Toolkit LiteTouch 2013 (MDT), Arlington County Applications, CA Service Desk Manager (web based ticketing system)

Hardware: HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops & ThinkCentre Desktops; Asus laptops; HP printers, Xerox printers; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports); Android Tablets (Samsung, HTC, Asus, HP)

Others: Clerical skills; data entry; customer service support (both on the phone and in person); leadership experience

PROFESSIONAL EXPERIENCE:

Confidential, Rockville, MD

Help Desk Support II

Responsibilities:

  • Work as part of the Windows server infrastructure and Administration team
  • Worked on application packaging and patches when needed using SCCM 2012
  • Performed vulnerabilities scan using Nessus and other specialized tools.
  • Support Virtual Desktop Infrastructure using Citrix Director
  • Provided support with Smart technology and certificate management
  • Remediating VPN access and authentication problems
  • Deployment and support of Video Tele-Conferencing equipment
  • Imaging workstations and laptops weekly using System Center Configuration Manager (SCCM 2012)
  • Assisting users with issues including printers, applications, hardware, data transfer, etc.
  • Remotely assess and / or mitigate problems using RDP or SCCM remote control
  • Encrypted all PC’s daily using Dell Data Protection ensuring user data is secured
  • Resolved 15-25 tickets daily using Salesforce Remedy system
  • Act as a trainer when neccessary
  • Manage user accounts, wireless computer access group and wireless access users with Active Directory
Confidential, Washington, DC

Desktop Support

Responsibilities:

  • Provided support to county employees and administration on a daily basis
  • Used Active Directory for new user account set up and password resets
  • Imaged 50-100 workstations weekly using Microsoft Deployment Toolkit LiteTouch 2013 (MDT) / SCCM for PC migration projects
  • Maintained inventory of equipment
  • Installs and uninstalls computer hardware (mice, keyboards, hard drives, RAM, video cards, media cards, printers, monitors, etc.)
  • Installs and uninstalls all drivers, PC updates, and county software applications using (MDT) and\or remote desktop connection
  • Resolves 10-15 tickets daily using CA Service Desk Manager web based application
  • Responsible for outgoing calls following deployment / migration projects
Confidential

Freelance Computer Repair Technician

Responsibilities:

  • Break fixing for laptops and desktops
  • Installed new Operating System (OS) including Windows XP, 7, and 8
  • Swapped hard drives and RAMs
  • Troubleshoot software issues related to registry and malwares both remotely and in person
  • Troubleshoot network connectivity with the internet as well as to the Local Area Network
Confidential

Desktop Technician

Responsibilities:

  • Setup old and new clients workstations
  • Troubleshoot basic Microsoft applications (Access, Excel, PowerPoint, Word)
  • Connected to the internet (if needed)

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