Desktop Support Technician Resume Profile

Career Summary

An experienced IT professional with a background in Client Relations, Project Management, and Requirements Analysis with strong analytical and problem solving skills and an Active Security Clearance seeking a Project Management or Client Relations position to capitalize on technical expertise and excellent interpersonal skills.

Project Management
Customer Liaison/Relations
Requirements/Systems Analysis
Requirements/Systems Documentation
Technical Support
End User Support/Training
Business Process Improvement
Strategic Planning
Risk Assessment/Management
Change Management
Agile SDLC Methodologies
Asset Management
Microsoft Office, SharePoint
BMC Remedy

Employment History

Confidential

Business/Technical Requirements Analyst Contractor

Analyzed existing and proposed business systems. Defined, interpreted, documented, and prioritized IT requirements. Defined systems objectives. Prepared design specifications to meet requirements.
Conducted user interviews and Joint Application Development JAD sessions with clients to ensure the capture and validation of core business requirements. Decomposed high level requirements into detailed requirements. Documented business processes, workflows and requirements.
Facilitated requirements and validation/walkthrough meetings to identify and finalize project-relevant business requirements. Conducted needs analysis of captured requirements, incorporating needed updates prior to government review, approval, and sign-off. Assisted with implementation. Monitored and reported project risks, milestones and work completed, as well as work in progress.
Provided routine reviews of application user documentation and guides. Submitted recommendations for updates and improvements. Assisted with systems and application testing.

Confidential

Technical Requirements Analyst/Customer Liaison/Project Manager Contractor

Facilitated meetings with Information Management Officers IMO to capture IT requirements. Defined, interpreted, documented, and prioritized IT requirements to align with key objectives.
Managed IT projects, resources, schedules, and technical and business communications. Provided timely, accurate information for all operations and projects that affected agency operations.
Single Point of contact for IMO regarding problem management and issue resolution.
Performed process improvement analysis and identified opportunities to improve agency's capabilities and provided information about new technologies.
Coordinated and managed Base Realignment and Closure BRAC agency relocation projects.
Prepared and maintained Project Summary Charts, reports, and briefings for in/external meetings.

Received award and recognition quickly adapting to the business processes and having an immediate impact in supporting customers.

Confidential

Desktop Support Technician Contractor

Provided technical/desktop support for the Information Resource Management Desktop Support Division, troubleshooting hardware and software related issues.
Imaged, configured and installed desktop and laptop equipment for Classified and Unclassified networks, ensuring connection to network. Installed network printers, scanners and Commercial and Government Off- The-Shelf COTS/GOTS software applications.
Configured user profiles and created user Active Directory and MS Outlook accounts.
Entered and updated ticket information and resolution into Remedy call tracking system.
Entered and maintained equipment inventory via Radio Frequency Identification RFID into Remedy.

Confidential

Installation Technician Contractor

Provided hardware and software support for Policy Division of The Office of the Secretary of Defense. Assisted users via desk side, phone and remote desktop.
Assembled, configured and installed desktop and laptop equipment on Classified and Unclassified networks. Also installed software and peripherals, including CAC common access card readers, biometrics, printers, scanners, switchboxes, Tandberg's, and smart boards.
Created, configured and updated user accounts and profiles and computer accounts in Active Directory.
Performed asset management on equipment inventory location, status, etc. and license compliance in Remedy. Participated and assisted in software deployments.

Confidential

Sr. User Support Specialist/User Trainer Contractor

Provided technical/litigation support for the Civil Division of the Office of Litigation Support via on-site, telephone, email and classroom trainings.
Organized and conducted user level training sessions for attorneys and support staff in legal and litigation software applications. Held weekly Open Door walk-in sessions at various DOJ locations.
Developed training manuals, tip sheets, special procedures, and other resources to assist attorneys and staff in managing litigation documents and data.
Produced weekly helpdesk, training, and software inventory updates and reports. Evaluated and tested new and modified software programs.

Promoted to Sr. position based on performance excellence.

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