Helpdesk Team Lead Resume Indianapolis, IN - Hire IT People

SUMMARY:

Exceptional customer service skills
Windows 10, 8.1,8, 7, XP, 98 and Vista
Installing hardware in laptops and desktops
Proficient knowledge of Microsoft office 2003, 2007, 2010,2013
Experience with remote support
Experience in deploying laptops and desktops
Experience imaging PCs
Experience with cloning PCs, tablets, and phones
Experience Trouble shooting Android tablets and phones
Experience setting up Windows Surface Tablet for enterprise users
Active directory management of 1000+ users
Experience trouble shooting Apple IPhones
Experience troubleshooting and replacing hardware in Dell, HP and Lenovo desktops and laptops.

PROFESSIONAL EXPERIENCE:

Confidential, Indianapolis, IN

Helpdesk Team Lead

Responsibilities:

Confidential, Indianapolis, IN

Desk Side Technician

Responsibilities:

Monitored Ticket queue
Assigned tickets to Technicians based on work load
Imaging laptops and desktops
Escalating tickets to correct groups
Adding Laptops/Desktops to Active directory
Assist in managing IT assets
Trouble shooting software/hardware issues
Remote and onsite support for over 1500 users including remote and foreign visitors
Experience with replacing and troubleshooting issues in a Lab environment
Assisting with windows 7 deployment/upgrade
Remote user set up for desktops and laptops
Meeting scheduled times to contact and resolve issues for end users
Traveling to other location to assist other technician
Trouble shooting hardware related issues
Managing Active directory of over 1000+ users
Installation of Hard drives
Installation of Memory
Installation of Video and network cards
Workstation relocation and deployments
Password resets, account unlocks, and mapping of shared drives
Image and trouble shoot hardware for dell tablets
Supported Windows 8.1
Understanding of a FDA regulated enterprise environment

Confidential, Indianapolis, IN

Help Desk Analyst

Responsibilities:

Remote support for end users, computers, tablets, and software
Escalated high priority issues to Tier 3 technicians.
Assisted end users with setting up new pcs in the work place and at home
Assisted off site user with connecting to the VPN Juniper client
Trouble shoot software / hardware and peripherals’
Answered end users questions about the software
Installed new software for users
Updated users on tickets that have been escalated
Remotely set up printers
Experience in trouble shooting Citrix and Microsoft office suite 2003, 2007, 2010
Trouble shooting Windows 7 and Windows XP
Assisted user over the phone including trouble shooting pc, walking user through retrieving ipaddresses, Uninstalling and installing software from 3rdparties, and sending broke hardware back to the corporate office.
Created user accounts in AD, then added them to the appropriate GPOs
Created email address and distribution groups in Exchange 2007
Trouble shooting Server 2003 and 2008 for connectivity issues/outages
Active directory management for over 1500+ users nation wide
Understanding of HIPPA regulations in a helpdesk environment.