Help Desk Engineer Resume

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Engineer

Responsibilities:

Facilitating technical support for 1450 users with in - person and remote support across the country, troubleshooting any workstation or handheld related issues and resolving through to completion
Lead technician on troubleshooting Department of Justice Cloud Exchange problems and security issues associated with the USTP component users
Responsible for writing technical Standard Operating Procedures and System Center Knowledge Base articles for use by other administrators, field IT specialists, and engineers
Responsible for all user account creation and modifications within Active Directory
Overseeing all incoming operations requests via in-person, email, by telephone, and escalating when necessary
Supporting mobile device infrastructure for the program
Utilizing Microsoft System Center Configuration Manager 2012 R2 to track trouble tickets, manage endpoint security, and assist with software pushes
Assisted 450 OIG employees across the nation via telephone, email, and in-person with all computer related issues at the Tier 1, Tier 2, and Tier 3 level
Monitored daily tape backups and reported completion/failure of jobs run, as well as assist with troubleshooting Symantec BackupExec issues

Confidential

Traveling Technician

Responsibilities:

Installed new computers, monitors, and KVM switches throughout the continental US at various FBI field offices and resident agencies
Performed video and memory workstation upgrades alongside a team of technicians

Confidential

Service Desk Analyst

Responsibilities: