VIP Deskside Support Resume

SUMMARY:

Information technology professional with comprehensive system support and upgrading, troubleshooting, and effective training experience.
Highly experienced, motivated, and skilled in providing Customer and End - User remote and Deskside Support.
Easily identify and resolve technical issues and concerns.
Excellent communication and presentation capabilities.
Possess government Active Secret security clearance.

TECHNICAL SKILLS:

Microsoft Windows XP, Vista, 7, 10
Desktop Virtualization; VMware Fusion; Oracle VM Virtual Box
Good Mobile Control, Good Control
Apple iOS, Apple Macintosh, iPad support
Remedy ticketing system
Network/ local printer mapping
Active Directory
VDI, Thin Client, Zero Client
Microsoft Office Suite
VIP Support Services

PROFESSIONAL EXPERIENCE:

Confidential

VIP Deskside Support

Responsibilities:

Serving as Desktop Support Technician for Defense Logistics Agency at Fort Belvoir Army Base servicing over 5,000 customers.
Designated as VIP IT Support specifically servicing Director’s Suite staff and associated Gold and Silver Level customers.
Supporting computer users with installation of hardware/software and networking components to meet personal computer needs.
Track user requests for equipment, for information, and problem reporting using Remedy ticketing system.
Conducts diagnostic reviews and produces error reports as requested by customers in order to identify and correct any problems.
Troubleshoot hardware issues pertaining to printers, copiers, and fax machines.
Diagnose and resolves moderately complex end-user hardware/software problems including remote access software using Dameware and Bomgar software.
Performs new computer configuration and coordinates workstation upgrade/replacement process.
Track user requests for equipment, for information, and problem reporting by opening cases and keeping case histories current and complete.
Create and modify user accounts with the use of Active Directory.
Exceptional customer service and the ability to assess their needs, provide information or assistance, and resolve their problems.
Ability to identify problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
Able to demonstrate excellent oral, written, telephone communication, and customer service skills.

Confidential, Lockheed Martin

Helpdesk Analyst

Responsibilities:

Served as customer support for Air Force Communications DEE and AFNET migration at Bolling AFB.
Performed remote connection assistance with tools to include Office Communicator, Bomgar, and Dameware.
Assisted customer in creating Microsoft Outlook profile accounts to include import and export of .pst files
Experience with Common Access Cards and CAC Readers/PKI certificate troubleshooting to include CAC account provisioning and PIV activations.
Ability to install and map network printers
Performs hardware diagnostics and coordinates repairs.
Provides technical, operations, and training support to users of company's personal computers either by telephone, remote connection, or on-site relative to desktop hardware and software packages.
Performed customer accounts modifications with the use of Active Directory

Confidential

Deskside Support

Responsibilities:

Provided phone and desk side support to customers in the areas of E-mail, Active Directory user accounts and passwords, standard Windows desktop applications, and proprietary applications specific to the Pentagon environment.
Served as initial point of contact for troubleshooting hardware/software PC and printer problems.
Conduct analysis of product installations, modifications and enhancements in accordance with documented procedures and specific customer specifications.
Troubleshoots technical problems and issues, determines technical solution in accordance with product and customer specifications and recommends actions to company or customer representatives for coordinative product solution.
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Proficient in the use of Remedy ticketing system.

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