Tier 1 Technician Resume Sterling, VA - Hire IT People

SUMMARY:

Active directory administration
Worked with multiple health care companies
Install, troubleshoot, and support Windows and Mac operating systems (OS) and applications
Document and reference tickets using Microsoft CRM ticketing system
Build PCs; repair and install desktop, laptop, mobile device and printer hardware
Install and configure Microsoft Office 2010, 2013, 2016 and software programs
Setup and troubleshoot network connections
Install, and upgrade to Windows 7/ 10
Knowledgeable in Microsoft Office, Lync/Skype for Business, Outlook, Access, PowerPoint, Word
Type 60 WPM
Share resources, map drives, manage folders and apply file access permissions
Set up local security policies
Manage domain and local accounts
Familiar with Citrix, GoToMeeting, EMR software, AllScripts
Interpersonal skills

PROFESSIONAL EXPERIENCE:

Confidential, Sterling, VA

Tier 1 Technician

Responsibilities:

Communicate with end users via phone, chat, and email
Work with end users to resolve their technical issues, or escalate tickets to tier 2 level if necessary
Provide first level customer service and technical support to over 200+ end users a week
Use TeamViewer, Kaseya, and Remote Desktop connection to connect to company servers, and end users machines
Resolve various moderate to complex Windows XP/7/10 software and hardware issues
Troubleshoot various software for multiple companies
Troubleshoot networks, VPN connections, printers, network drives, etc.
Manage multiple companies exchange environments, using our SaaS portal, o365, Exchange Management Console 2010/2013, and Rackspace
Manage Dell SonicWall, Cisco ASA, FortiClient VPN accounts
Troubleshoot Citrix connections, and use Citrix XenApp/Desktop Director to manage accounts
Use Cisco Unified CM Administration portal and Broadsoft to reset voicemail passwords and check user profile settings
Manage multiple companies server resources, network drives, network drive permissions, and mapping network drives to users computers

Confidential, Herndon, VA

Unarmed Security Officer

Responsibilities:

Provide customer service to 100 employees, clients and visitors weekly of Amazon Web Services
Prepare and print Amazon Web Services employee and contractor badges daily using OnGuard software
Troubleshoot Zebra badge printers to resolve software and hardware issues
Document daily events and meetings using Microsoft Excel
Communicate with Amazon Web Services employees and contractors via Lync, Outlook and phone
Document and reference trouble tickets using Amazon trouble ticketing software
Train 8 new officers and model leadership and effective customer service

Confidential, Washington, DC

Unarmed Security Officer

Responsibilities:

Confidential, Chantilly, VA

Unarmed Security Officer

Responsibilities:

Observed and reported activities and incidents at the data center, via CCTV to ensure security and safety of client property and personnel
Provided customer service to 40 clients and visitors of the data center a week
Controlled access to the data center and visitor areas using alarm and door monitoring software
Secured evidence and complied with chain of custody guidelines to ensure proper use of evidence
Responded to incidents of fire, medical emergency, bomb threat and flood
Prepared visitor and employee badges using computer software
Prepared logs and reports in Microsoft Word and Excel

Confidential, Fort Myer, VA

Armed Security Officer

Responsibilities:

Monitored entry and exit at a fixed post and verified ID of personnel entering military
Searched vehicles for contraband and other prohibited items
Detained violators for law enforcement, determined and applied appropriate response and level of force
Addressed emergencies by applying critical thinking skills and following protocol
Demonstrated proficiency in the use of firearms and other special weapons

Confidential, Upper Marlboro, MD

Mailing Assistant

Responsibilities:

Organized and shipped 1000 pieces of mail each week with keen attention to detail
Handled incoming and outgoing mail, and was responsible for packaging items
Followed packaging and shipping guidelines of both the USPS and Confidential
Distributed mail to 30 company employees

Confidential, Fort Belvoir, VA

Child and Youth Development Assistant

Responsibilities:

Provided child care for 18 active duty/retired military and DOD employees
Organized and maintained cleanliness and organization of classrooms up to standard
Supported lead teacher with diaper changes, outdoor play, singing and creative play
Engaged children in "learn through play" activities
Documented daily activities on forms to give to parents