Computer Support Resume

SUMMARY OF QUALIFICATIONS

Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Tier Two Technical Support and/or Help Desk role. Works well independently, or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance. Have the necessary skills in providing customer and end-user Help Desk Support. Can easily identify and resolve technical issues and concerns. Has excellent communication and oral presentation skills
In-depth knowledge of project management and understanding of numerous software packages and operating systems
Planning and managing work deliverables, sponsoring expectations, and managing risks and changes for large, complex, strategic projects
Identifying and resolving issues as well as being accountable for tracking and analyzing project performance against plan to ensure project success
Commanding a thorough understanding of customer requirements in terms of company initiatives, and then building strong customer-focused teams to deliver

SECURITY CLEARANCE:
SECRET (Active)
TOP SECRET (Eligible)

PROFESSIONAL EXPERIENCE:

Confidential November 2009- May 2012�
Computer Support

Managed Remedy trouble ticket site database to include input, follow up, resolution, and escalation of work order requests to appropriate agency
Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.
Provided help desk support via telephone communication with end-users
Support as necessary on a 24-7 basis to limit system down time during internal or external outages and peak enrollment periods
Identify, isolate and repair computer equipment showing wear and tear as well as during preventative maintenance routines

Confidential May 2006 – May 2009
Visual Information Specialist

Monitored and configured Windows 2K Active Directory domain on a secure multi-platform, multi-site, high visibility network
Supported an Enterprise level messaging environment through Microsoft Exchange 2000/2003.
Managed Remedy trouble ticket site database to include input, follow up, resolution, and escalation of work order requests to appropriate agency
Responsible for building and implementation of Microsoft SMS advertisements to patch domain workstations and servers with required AFSOC and Microsoft security updates in accordance with Information Assurance Compliance
Responsible for scheduling video teleconferencing and for making reservations for the VTC facility by using and maintaining an automated conference scheduling system
Provided Tier 2 level IT support to end users by providing trouble call resolution, resetting passwords, account setup, and hardware and software configuration on computers

Confidential October 2001 – September 2005
Senior Systems Administrator/ Help Desk Technician

Managed DNS, DHCP, Software Update Services, Remote Installation Service, Symantec Anti-Virus, Microsoft Exchange 2003, and Veritas Backup Exec
Team responsibilities included but not limited to server configuration, maintenance and troubleshooting (Domain, Print, File, and Exchange Servers), Category 5E Cable troubleshooting and installation, laptop setup, configuration and deployment for Desert Field usage, monitoring of offsite network exchange servers and network connectivity, and end user desktop/ workstation support and troubleshooting
Support as necessary on a 24-7 basis to limit system down time during internal or external outages and peak enrollment periods
Participated in the design, planning, engineering, maintenance and support of the entire Windows XP Enterprise level network that provides total Secured IP Routed (SIPR) Network support for the forward deployed personnel for Operation Enduring Freedom and Iraqi Freedom
Applied security techniques to prelude unauthorized access to classified and sensitive information and misuse or automated resources
Performed as communication-computer system (C-CS) analysts, coders, testers, and managers in the design, development, maintenance, testing, configuration, management, and documentation of application software systems, client-server, and web-enabled software and relational database systems

EDUCATION: