Senior Help Desk Technician Resume Glen Allen, VA - Hire IT People

SUMMARY:

Customer focused, solution - oriented, user support professional with nine years of experience providing hardware, software, and remote technical support in military, government, and educational environments.
Strong problem solving, and leadership, capabilities with outstanding written and verbal communication skills

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Senior Help Desk Technician

Confidential, Glen Allen, VA

Responsibilities:

Site Lead / Team Lead

Confidential, Manassas, VA

Responsibilities:

Primary liaison between the client and CGI regarding technical and functional issues
Directly support senior personnel
Identify, troubleshoot, resolve and document issues
Assist and advise the development team in testing prior to new application releases
Enter, track, and resolve support requests using BMC Remedy
Reduced ticket levels to record low
Completely trained new help desk team
Schedule team resources and insure coverage during operating hours to meet SLA
Perform annual reviews and verify weekly time sheets

Associate Consultant

Confidential, Fairfax, VA

Responsibilities:

Provide technical support for hardware, and network, issues for 5000+ MCRC users via deskside and remote access (RDP)
Install, update, and patch COTS and proprietary software
Identify, resolve and escalate network connectivity related issues as required
Create SOP for known issues and guides for user self-resolution
Create and manage accounts in Active Directory
Image, update, and install desktop and mobile devices

Lead Analyst

Confidential, Dumfries, VA

Responsibilities:

Provide leadership and operational guidance to the members of the MCRISS help desk team
Coordinate with Enlisted Operations and Officer Programs regarding procedure and policy for the help desk and train HD personnel accordingly..
Support and train users in use of proprietary application
Generate SOP for the field and help desk
Research and identify issues and develop solutions, when possible, pending resolution or escalation
Maintain personnel requirements for help desk operations.

Help Desk Technician

Confidential, Mclean, VA

Responsibilities:

Provide support via email and telephone to a broad spectrum of domestic and global Department of State employees, including VIPs, on use of proprietary Human Resources software
Track, route, escalate and resolve support requests using BMC Remedy
Verify, troubleshoot, and grant user access and perform account resets.

Help Desk Engineer

Confidential, Arlington, VA

Responsibilities:

Provide telephone and email support to the 5000+ users of the MCRISS applications
Assist and educate Marines on using the proprietary applications
Troubleshoot, identify, document and apply solutions to issues

Help Desk Technician

Confidential, Deerfield, MA

Responsibilities:

Provide desk side and bench support for desktop, laptop and tablet computers
Installed, configured and troubleshot software and peripherals
Resolved network connectivity and account access issues for on-site and offsite users