Help Desk Technician Resume

SUMMARY Skilled technical support professional with over 8 years experience providing telephone, email and web technical support to diagnose, troubleshoot and resolve client issues with MS Office, e-mail, internet and network connectivity, hardware/peripherals and Windows XP in a multi-user environment.

TECHNOLOGY AND SKILL SUMMARY SOFTWARE: Microsoft Office 2003/2007, Microsoft Exchange, Remedy, CA Service Desk, Bomgar Remote Access Tool HARDWARE: IBM, Dell laptops and workstations, various printers OPERATING SYSTEMSWindows XP/Windows 7, Mac OS 9 and 10 OTHER AVAYA CMS, Active Directory, basic TCP/IP, CISCO vpn client

EXPERIENCE Help Desk Technician - Confidential 03/2011 9/2011 (Johns Hopkins Applied Physics Laboratory Contract)

Granted timed user access to install, access, or download approved and/or trusted software, applications,executables utilizing Bit 9/Parity agent
Created, tracked, and closed change or incident tickets for related email and calls utilizing CA Service Desk ticketing system
Activated Blackberry devices for new users and reset passwords utilizing Blackberry Manager 4.1.0, basic troubleshooting as necessary
Utilized Active Directory to check account status, verify and manage account and services
Utilized Altiris Deployment Console to push standard and non-standard software to user machines

Technical Support Analyst - Confidential 12/2008 10/2010

Provided first-level technical and support, troubleshooting desktop, laptop, and network connectivity problems utilizing remote access, via telephone, email or web using documented processes where available and best practices as needed
Supported proprietary FDIC software and applications (GENESYS, ALERT, 4C/Astep) and FDICconnect website to State and FDIC Bankers, Examiners and FDIC Employees. Web requests include, but are not limited to technical problems or errors, user education/training and general questions
Created, tracked, and closed trouble and/or infrastructure change tickets for related calls, email and web support while ensuring end-user satisfaction. Escalated issue to higher level of support for assistance and/or resolution as necessary
Monitored updated tickets of technical support specialists/developers that tickets were assigned

Technical Support Analyst - Confidential 05/2006 10/2008

Responded to incoming calls and email requests for technical assistance, support or services from NIH(National Institutes of Health) Center for Information Technology (CIT) staff
Researched, diagnosed and resolved issues with network connectivity, vpn, proprietary programs and applications, standard COTS, desktop, browser, hardware, software and peripherals for PC and Macintosh users
Utilized Active Directory to view user account information and status
Unlocked user accounts and reset passwords
Created detailed service tickets using Remedy software
Logged, tracked and triaged calls. Reassigned ticket if higher level of technical support or desk side assistance is required
Assisted with editing and updating documentation for NIH Knowledge Base

Customer Service Representative - Confidential (10/2004 04/2006)

Responded to incoming and outgoing calls, emails and requests for assistance from financial aid administrators and DOE (Department of Education) personnel regarding financial aid related programs and issues
Identified and resolved technical and user problems related to Fiscal Operations Report and Application to Participate (FISAP) and other Campus Base related sites as needed
Logged all calls in Campus Base tracking site
Assisted with testing of Campus Base supported sites
Provided other support as needed

Administrative Assistant - Confidential (05/2003 09/2004)

Provided administrative support to staff
Created and modified documents utilizing various software packages
Received and screened incoming calls and visitors
Organized and maintained files
Scheduled, organized and coordinated travel itineraries

Technical Support Representative Confidential (05/2000 04/2003)

Provided knowledgeable and creative technical solutions for user problems on PC, laptop, Macintosh, cable modem and/or peripherals using documented procedures and troubleshooting techniques
Identified and resolved connectivity and/or provisioning issues arising during or after installation including remote assistance to technicians at customer site
Troubleshoot and resolve configuration, browser or operating system related configuration issues utilizing TCP/IP/DHCP utilities such as PING and IPCONFIG
Provided email configurations and user education as needed
Created, managed, and modified user accounts/usernames, reset passwords
Logged calls, requests for service, maintenance and other issues into Remedy database

EDUCATION AND TRAINING Cybersecurity Anticipated Microsoft Certified Desktop Support Technician Coursework towards BS - Information Technology

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship