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First Responder/helpdesk Technician Resume

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EMPLOYMENT OBJECTIVE 
I seek a position in the field of information technology where I can use my knowledge for the benefit of the company. My experience as a Workgroup Manager, as well as a System Administrator and Helpdesk Technician will provide me with vital background to help me perform these duties.

EDUCATION 
Confidential
Associate of Applied Science in Computer Systems and Networking Technology 
Confidential 
Associate of Science Human Resources Management

CERTIFICATIONS
Comptia A+ Certified
Microsoft Certified Professional Jan 2011 
Microsoft Certified Technology Specialist Nov 2011 
Air Force Workgroup Manager Course 10 Sep 2004

TECHNICAL QUALIFICATIONS 

Operating Systems: Windows 9x/2000/2003/NT/XP/Vista/7, DOS, Linux 
Software Applications: MS Office, MS FrontPage, Adobe Acrobat, MS Server 2003, MS Exchange Server, MS SQL Server, MS Outlook 2000/2003/2007 with Business Communication Manager, MS Outlook Express, Novell Netware, Cisco IOS, Norton Ghost, Symantec Antivirus, AccessData Forensics Toolkit, Spybot S&D, Ad-aware, Super Antispyware, Mozilla Thunderbird, Symantec Backup Exec, MilPDS, PCIII, CHCS, AHLTA, Remedy, Trackit 
Networking: LAN/WAN, TCP/IP, FTP Ethernet 802.3, DHCP, DNS, WINS, ARP, FTP, Telnet, DSL/Cable, hubs, routers (Cisco IOS), cabling, SMTP, POP3, NAT, VPN, VLAN, RIP, OSPF, EIGRP, Ethernet 802.11, Active Directory, Group Policy 
Hardware: Cisco Routers and Switches, Personal Computers, Laptops, Printers, Fax Machines, Servers, Tape Storage Devices
Languages: HTML/CSS 

RELATED WORK EXPERIENCE 

Field Technician
Confidential, Jacksonville AR
December 2010 to Present

  • Perform first line technical support to computer customers with questions regarding account administration, distribution of software and documentation, enterprise applications, system, and network status.
  • Responsible for the creation and maintenance of all user accounts.
  • Answers technical or functional questions and perform troubleshooting regarding use and identification of personal computer hardware and software related to network communications.
  • Responsible for maintenance and administration of all hardware necessary for operation of Medical healthcare applications.
  • Provides support to users in helping them navigate/use software applications and troubleshoot/resolve problems.
  • Follows detailed administrative procedures and processes support requests accurately and in a timely manner.
  • Acquires and maintains knowledge of existing MHS clinical systems and new systems in order to provide accurate assistance.
  • Attends regular training sessions as required (DoD, Service, MTF, and/or Corporate) in order to maintain the latest information regarding software, hardware and operating guidelines.
  • Participates in special projects/data calls as required, that enhance the quality or efficiency of the Support service.
  • Performs needed software and hardware upgrades as required.

First Responder/Helpdesk Technician
Confidential, Conway AR
July 2010 to September 2010

  • First Level Support for all incoming Technical Support issues: via phone, emailed to the Technical Support queues or customer Self Service Ticket assigned.
  • Used trouble ticket software, created tickets assignments as necessary for phoned in and emailed issues.
  • Identifies, diagnoses, and resolved Level One issues; including but not limited to personal computer software and hardware, network connectivity, network printing, email, and software applications. Upon resolution, communicated solutions to end-users.
  • Monitors the trouble ticket software queues; prioritized incoming requests and makes the appropriate assignments to Level Two Support. 
  • Coordinated timely repair of equipment covered by third-party vendor maintenance agreements.
  • Assists Network Technicians with onsite or offsite technician duties as needed.
  • Completed required BSA/AML training and other compliance training as assigned.
  • Responsible for maintaining inventory of all network assets
  • Utilize magnetic tape drives to perform daily backups of server information.

Technical Support Representative 
Confidential, Little Rock AR 
November 2008 to May 2010

  • Assist customers with all aspects of their wireless service, including voice and data services. 
  • Troubleshoot and repair issues that pertain to Cellular Phones, PDAs and Wireless Internet Devices.
  • Assist law enforcement personnel with locating and monitoring wireless devices.

Intern 
Confidential, Cabot AR 
October 2007 to February 2008

  • Performed server backups 
  • Maintained servers and computers 
  • Troubleshot and repaired computers 
  • Assisted Software Designers 
  • Created profiles on Outlook 2003 email clients

Commanders Support Staff/ Network Administrator
Confidential, Vogelweh, Germany 
April 2003 to April 2006

  • Maintained over 150 Squadron Computers, Printers, and Servers
  • Setup and maintained more than 500 User Network accounts.
  • Served as the liaison between the unit and the Communication Squadron.
  • Assisted customers with network issues both in person and over the phone 

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