We provide IT Staff Augmentation Services!

Technical Writer Resume

Washington, DC

PROFESSIONAL EXPERIENCE:

Confidential

Technical Writer, Washington, DC

Responsibilities:

  • Providing documentation that aides in understanding how to use IT products or services.
  • Creating instructional videos using Camtasia Video Editor
  • Collaborating with technical staff to plan, develop and maintain computer software documentation
  • Coordinating with the training staff to produce training documentation.
  • Preparing instructional guides to communicate complex and technical information more easily.

Confidential

Cyber Security Analyst, Washington, DC

Responsibilities:

  • Conducted remote analysis of computers using Symantec Endpoint Protection and IBM BigFix.
  • Remotely tracked computers using IBM BixFix and Wireshark.
  • Identified infected computers using IBM BigFix.
  • Removing infected computers from the DOT environment and sending out for forensics.
  • Administrative duties monitoring Outlook email using Cisco IronPort security.

Confidential

V.I.P Deskside IT Tier 2 support, Washington, DC

Responsibilities:

  • Software install / uninstalls
  • Support for V.I.P personnel. (15 min response time via direct desk side contact, phone or email)
  • Provided “White Glove” support to top level Executives
  • Clear documentation when reporting steps taken for resolved issues
  • Diagnosing and resolving end user computer peripherals problems.
  • Computer management using System Center Configuration Manager (SCCM)
  • Documenting, tracking and monitoring end user and server problems.
  • GOOD Mobile Device management, client installs and troubleshooting on iOS & Android devices
  • Conference / Meeting room set up (Laptops and/or Projectors)
  • Local printer installs
  • Multi - Function Network Printer mapping
  • McAfee Endpoint Encryption environment
  • Network printer & desktop printer support
  • Windows 7 Enterprise environment
  • VPN & VDI remoting technology support and configuration
  • Daily use of Active Directory
  • Microsoft Outlook 2007, 2010, 2013 support
  • Daily use of Remedy 7.6 ticketing system
  • Imaging desktops & laptops
  • Maintain SLA standards
  • Responds to Help Desk tickets, Telephone calls, and E-mail requests for technical support

Confidential

Service Desk Agent Tier 1, Washington, DC

Responsibilities:

  • Identified, researched, and resolved technical issues
  • Remedy ticketing system environment
  • Documented and monitored issues to ensure a timely resolution
  • Understanding of service level agreements (SLAs)
  • Initiative driven and able to accept tasks and perform under minor supervision.
  • Tier 1 support for Confidential (DOT) users
  • Troubleshot / installation of VPN and VDI technologies
  • Windows 7 environment
  • Active Directory usage

Environment: al Protection Agency February 2013 - May 2013

Confidential

Desktop Support Technician Tier 1, Washington, DC

Responsibilities:

  • Assisted users with Microsoft Office 365 issues
  • Used Active Directory to assist in troubleshooting user accounts
  • Assisted users with general software and hardware technical issues
  • Resolved client issues surrounding computer hardware and software
  • Recorded and updating client records
  • Experience with Remedy/Help Desk Management Systems
  • Performed analysis of problems and assisting with corrective actions to restore functionality
  • Worked with technical leads, colleagues and customer service staff to resolve recurring problems and issues with hardware and software applications

Confidential

Computer Support Technician, Washington, DC

Responsibilities:

  • Mapped printers to computers
  • Delegated assignment responsibilities to team members
  • Collaborated with team members to improve efficiency
  • Detailed note documentation
  • Face to face interaction with clients

Confidential

Sales Representative, Bethesda, MD

Responsibilities:

  • Re-stocking merchandise as it depletes
  • Executed purchase transactions quickly and accurately
  • Assisted customers with their consumer needs
  • Met or exceed daily sales quotas

Confidential, Washington, DC

Help Desk Support

Responsibilities:

  • Installed, configured and troubleshot issues with desktops, laptops, monitors and printers.
  • Hands on experience with Spice works ticketing system.
  • Familiar with the ITIL methodology.
  • Knowledge of networking basics.
  • Developed resolution plans, testing plans, and communicating issues to non-technical clients.
  • Basic knowledge of Active Directory
  • Exercised clear and concise communication with the customer.

Confidential, Washington, DC

Help Desk Support

Responsibilities:

  • Actively supported teaching professionals on effective work strategies with Special Needs students.
  • Assisted with instructional materials and procedures consistent with individual learning needs and behaviors.
  • Communicated with parents of student's progresses.
  • Made sure my assigned student met his academic and personal developmental goals.

Hire Now