Technical Support Resume

OBJECTIVE

To obtain a challenging position that will provide me the opportunity to apply my skills and work experience while continually learning current and future technologies.

WORK EXPERIENCE

July 2011- present Confidential
US Department of Agriculture (Confidential Contract)
Service Desk Analyst

Support involves: Network Troubleshooting, VPN, EVDO Cards, Active Directory (Password Resets), Internet Explorer, Safeboot, Printers, Microsoft Office 2007, Outlook 2007, Blackberry, Proprietary USDA Software, Software and Driver installation, Windows XP.
Currently managing: service calls, customer submitted tickets, emails, voicemail, and ISP managed site issues.
Ticketing System: Footprints to track and provide detailed documentation for all support issues.

Aug 2007- Mar 2011 Confidential (Contract through Teksystems)
Help Desk Analyst

Support involved: Account Maintenance, VPN, Call Manager (VOIP), Blackberry (BES Activation/Password Resets), Microsoft Office 2003, Outlook 2003, Internet Explorer, Adobe, Proprietary Law Office software, Windows XP, installation of software, and minor hardware issues.
Logged into 95% of user computers remotely to perform troubleshooting.
Responded to users via phone, voice mail, email, and chat to troubleshoot issues.
Used Remedy to track and provide detailed documentation for all support calls.

Aug 2006- Feb 2007 Confidential
IP Technical Support

Support involved: troubleshooting internet and VOIP service by using proprietary software to track network problems, ping, and provide password management.
Used Remedy to track and provide detailed documentation for all support calls.

Apr 2005-Mar 2006 Absolute Quality
Confidential
iPod/iTunes Technical Support

Support involved: installation, configuring, and troubleshooting of iPod and iTunes for Windows XP/2000 and Macintosh OS 9.x/10.x platforms.
Used Peoplesoft track and provide detailed documentation for all support calls.

SPECIAL TEAMS

Confidential Knowledge Management Admin Team

Assists in writing, editing, proof reading, testing and management of new Knowledge Base articles.

CERTIFICATIONS

Cisco Certified Entry Networking Technician

EDUCATION and TRAINING

Completed 20 credits.

CUURENT PROJECTS

Studying for - Completion of CCNA

ACKNOWLEDGEMENTS

Frequently ranked as one of the top three Help Desk Analysts based on monthly stats.

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