Laptop Refresh/ Help Desk Resume Arlington, VA - Hire IT People

SUMMARY:

Imaged and deployed 25+ laptops weekly using Encore to update outdated workstations
Called clients on a daily basis to rename old machines to build new workstations
Updated assets on Remedy to insure locations and owners of workstations
Processed 25+ Hard Drives weekly for reuse on new work machine builds
Removed workstations from office of clients who no longer worked for the company
Help Desk Analyst Tier 1 providing telephone - based and email-based end-user support to over 7,000 FDIC employees plus contractors
Utilized Knowledge-Centered Support (KCS) knowledge management database articles to troubleshoot and support COTS and GOTS software, remote access, token and password resets/unlocks, etc
Assisted in CSS Project on moving over 80 employees IT equipment from one office to another and insured all was connected properly for employee use next day
Utilized active directory to view, unlock, and reset user accounts

TECHNICAL SKILLS:

Software: Avaya, Sieble, Footprints, Merant Tracker, HyperV, DMP, CrashPlan, and Windows Server Backup; Bomgar, VissionApp, and RDP ;Microsoft Office Suite 2000, 2003, 2007, 2010, and 2013 (Access, Excel, PowerPoint, Word, Lync); Microsoft Windows Operating Systems 2000, XP, Vista, Windows 7, and Windows 8 ; Norton Ghost; installing drivers; SharePoint; basic HTML, blogs, and wikis; basic understanding of database and SQL

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; BlackBerry configuration

Networking: General networking experience (running cables, troubleshooting connections, activating ports)

Support: Helpdesk: escalation and documentation on ticketing system, customer service support (email, phone, and in person)

PROFESSIONAL EXPERIENCE

Confidential, Arlington, VA

Laptop Refresh/ Help Desk

Responsibilities:

Imaged and deployed 25+ laptops weekly using Encore to update outdated workstations
Called clients on a daily basis to rename old machines to build new workstations
Updated assets on Remedy to insure locations and owners of workstations
Processed 25+ Hard Drives weekly for reuse on new work machine builds
Removed workstations from office of clients who no longer worked for the company
Help Desk Analyst Tier 1 providing telephone-based and email-based end-user support to over 7,000 FDIC employees plus contractors
Utilized Knowledge-Centered Support (KCS) knowledge management database articles to troubleshoot and support COTS and GOTS software, remote access, token and password resets/unlocks, etc
Assisted in CSS Project on moving over 80 employees IT equipment from one office to another and insured all was connected properly for employee use next day
Utilized active directory to view, unlock, and reset user accounts
Reset BES5 and BES10 BlackBerry Password for FDIC employees when needed
Reset and unlocked suspended Mainframe passwords in Extra32

Confidential, Washington, DC

Help Desk

Responsibilities:

Supported technical issues on the United States Electronic Copyright Office website
Submitted 25+ Foot Prints tickets daily to keep track of resolved and pending issues
Answered 25+ phone calls daily to assist remitters with technical issues
Assisted remitters with uploading their work via the eCO website
Replied to external and internal emails to assist remitters with technical issues
Retrieved log in information for eCO website users to get them logged in for registration

Confidential, Washington, DC

IT Consultant Intern

Responsibilities:

Assist 10 clients daily with IT needs using Lync and Bomgar to fix or enhance their technical devices
Repair and upgrade 10+ PCs weekly to Windows 8.1 to set employees with up-to-date machines
Travel on sight to client’s offices to build relationships and assist with hands on technical problems
Create Profiles using Active Directory for multiple client’s new employees
Maintain DPM backup checks daily for 10 clients using Visionapp Remote Desktop 2012 and CrashPlan
Install and configure Office Suite 2013 for customers through Office 365
Push Windows updates and virus scans using Microsoft Intune for approximately 20 users per client

Confidential, Washington, DC

Carry-Out

Responsibilities:

Assisted 100+ guests a night with their carry-out orders to ensure satisfaction
Managed a cash register such as aloha processing over $1500 a night with no errors

Confidential, College Park, MD

Home Theater Specialist/PC Specialist

Responsibilities:

Developed relationships with 20+ customers a shift in order to meet their TV and PC needs
Maintained up to date knowledge on new technology with weekly trainings and quizzes

We provide IT Staff Augmentation Services!

Laptop Refresh/ Help Desk Resume

Arlington, VA

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