Service Desk Technician Level 3 Resume

SUMMARY:

To obtain a Help Desk Technician/Networking Position that utilizes my strong trouble - shooting and problem solving skills.

TECHNICAL SKILLS:

Windows Server 2003/2008r2/2012r2 Windows XP/Vista/7/8/8.1 Kaspersky Server Management (Antivirus Support) Backup Exec 2012 & Asigra (Tape/Disk Management) Citrix & Cisco VPN Software Microsoft Office Suite 2007/2010/2013 Nable (Network Monitor) Server Monitoring Cisco Routing and Switching Video Cards/Motherboards/CPU (Desktop and Server Hardware Support) Print Server Management and Support Mobile Devices, Blackberry/IPhone/Android Active Directory/vSphere VMware/File Services (DFS) Exchange Server 2003/2008 (Outlook Management & Support)

EXPERIENCE:

Confidential

Service Desk Technician Level 3

Responsibilities:

Answer user inquiries regarding computer software and/or hardware operations to resolve client issues
Troubleshoot Tier 2 & 3 issues, which include Active Directory, Exchange, BlackBerry Enterprise Server, Print Servers, Backup Software, VPN, Citrix (RSA Tokens) and DNS related issues.
Manually log all phone calls made to the Service Desk, ensuring that all issues are captured and monitored using Connect Wise software.
Performed analytical and technical work in the planning, designing, and installation of new or existing computer systems in complex technical environments involving multiple computing platforms/technologies.
Resolved client issues, which includes major hardware/software problems and Mobile Devices while working with 3rd party vendors to replace defective parts or to troubleshoot major network outages.
Data Center management which involves power downs/ups, drive swaps, assists with cable management, Server racking and Temperature monitoring.
Adhere to department procedures to ensure clients are well informed in order to manage professional expectations, and to ensure overall satisfaction to over two hundred supported companies.

Confidential

Help Desk Specialist Tier 2

Responsibilities:

2nd Level Technical support for Help Desk staff
Utilized ticketing system to track and resolve users technical issues
Troubleshoot Citrix, Windows 7 Desktops & Printing issues using AD & TriCert Simplify Suite
Used Active Directory to setup/terminate employees & Troubleshoot network issues.
Built/Managed local Domain Controllers for chapters offices
Managed Backup Systems (Backup Exec 2012), Kapersky Management Server & Print Servers throughout the organization.
Provided Technical Support to over 2000 clients in various chapters within the U.S and Canadian region.

Confidential

PC Technician/Geek Squad

Responsibilities:

Confidential

PC Technician/Easy Tech (Seasonal)

Responsibilities: