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It Technician Resume

SUMMARY:

To obtain a position with a well - established company where I can use my education, customer service skills, and positive attitude to ensure a profitable career.

COMPUTER SKILLS:

Digital Networks Training: MAC OS X Support Essentials v10.5 Certified

Internal/External PC Repair: HTML Web Page Development Experience

Active Directory: OS Experience: Windows XP, Windows 7, Windows 8Windows 10, OS X 10.8 Mountain Lion, OS X

Mavericks: Remote Tools: Bomgar Remote Tool, Windows SCCM Console, Windows Remote Desktop, Skype for Business

PROFESSIONAL EXPERIENCE:

Confidential

IT Technician

Responsibilities:

  • Provide customer support to all Confidential employees in Confidential office and the multiple regional offices.
  • Provide both Tier 1 and Tier 2 level hardware and peripheral support.
  • Provide remote support to users using the remote tool in the Windows SCCM Console.
  • Deploy new laptops and desktops to Confidential employees
  • Provide data transfers and data backups for new and existing Confidential employees

Confidential, Washington, DC

Systems Administrator

Responsibilities:

  • Update and maintain all employee computers and computer systems
  • Install computer equipment and software; provide computer assistance and training
  • Research and recommend appropriate computer hardware and software for office procurement
  • Create new files, print computer reports, and perform computer backup procedures for employee systems
  • Develop and maintain methods to process, manage and store all computer data for the office
  • Interact with website vendor on technical fixes, page redesigns and other website related needs

Confidential, Washington, DC

Technology Solutions Engineer

Responsibilities:

  • Provided customer support for Congressional members and their staff in the CAO Technology Service Desk
  • Acted as the liaison between office and technology support providers for computer related issues
  • Troubleshot issues using different kinds of methods (i.e. BomGar, Live Chat, & Microsoft Lync)
  • Researched information to successfully troubleshoot incoming tickets
  • Collaborated with my team members to resolve technical support issues
  • Assisted in setup, and breakdown of New Congressional Members Center
  • Provided technical support assistance for New and Departing Congressional Members Center
  • Communicated problems in a non-technical manner to customers with varying levels of expertise.

Confidential, Washington, DC

Helpdesk Engineer

Responsibilities:

  • Answered the phones at the IT ServUs Helpdesk
  • Assisted in customer problem solving
  • Assisted in Tier 1 Technician Customer Service
  • Provided city-wide telephone support for the enterprise applications with the Administrative services Modernization Program (ASMP) (Buyers version 7.1a SP 25 and Analysis 2.5 SP 10) of the Government of the District of Columbia.
  • Ensured each problem was resolved in a timely manner; Tracked tickets accordingly using Remedy standards and escalated or reassigned as appropriate according to the SLA attainment
  • Troubleshot and reset passwords in PASS; Platform applications: exchanged server 2003 & Windows XP Home and Professional and Windows 2010 and various MS Office Suite. Supported applications: Remedy (ticketing); Avaya server (phone systems); and LANDesk (Remote access). On and off-site, phone, and email support.
  • Installed local printers
  • Created new accounts, unlocked and reset passwords, assisted users with entering time, updating personal information, entering benefits during opening enrollment, and assisted users with setting up direct deposit accounts in PeopleSoft.
  • Mapped network drives
  • Troubleshot technical issues within MS Office Suite using Bomgar remote tool
  • Created new accounts for various DC Government agencies using Active Directory and Active Roles.
  • Installed MS Office Suite
  • Troubleshot specialized applications for various agencies to include Metropolitan Police Dept., and the Department of Human Services

Confidential, Washington, DC

Customer Support Intern

Responsibilities:

  • Data collection for The Executive Office of the Mayor Inventory
  • LANDesk Operation
  • IT ServUs Customer Support Program
  • Other duties assigned by Associate Director

Confidential, Washington, DC

Student/ Teacher’s Aide

Responsibilities:

  • Worked as a teacher’s aide, and student
  • Attended art related classes to improve art skills

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