Technical Writer Resume Washington, DC - Hire IT People

PROFESSIONAL EXPERIENCE:

Confidential

Technical Writer, Washington, DC

Responsibilities:

Providing documentation that aides in understanding how to use IT products or services.
Creating instructional videos using Camtasia Video Editor
Collaborating with technical staff to plan, develop and maintain computer software documentation
Coordinating with the training staff to produce training documentation.
Preparing instructional guides to communicate complex and technical information more easily.

Confidential

Cyber Security Analyst, Washington, DC

Responsibilities:

Conducted remote analysis of computers using Symantec Endpoint Protection and IBM BigFix.
Remotely tracked computers using IBM BixFix and Wireshark.
Identified infected computers using IBM BigFix.
Removing infected computers from the DOT environment and sending out for forensics.
Administrative duties monitoring Outlook email using Cisco IronPort security.

Confidential

V.I.P Deskside IT Tier 2 support, Washington, DC

Responsibilities:

Software install / uninstalls
Support for V.I.P personnel. (15 min response time via direct desk side contact, phone or email)
Provided “White Glove” support to top level Executives
Clear documentation when reporting steps taken for resolved issues
Diagnosing and resolving end user computer peripherals problems.
Computer management using System Center Configuration Manager (SCCM)
Documenting, tracking and monitoring end user and server problems.
GOOD Mobile Device management, client installs and troubleshooting on iOS & Android devices
Conference / Meeting room set up (Laptops and/or Projectors)
Local printer installs
Multi - Function Network Printer mapping
McAfee Endpoint Encryption environment
Network printer & desktop printer support
Windows 7 Enterprise environment
VPN & VDI remoting technology support and configuration
Daily use of Active Directory
Microsoft Outlook 2007, 2010, 2013 support
Daily use of Remedy 7.6 ticketing system
Imaging desktops & laptops
Maintain SLA standards
Responds to Help Desk tickets, Telephone calls, and E-mail requests for technical support

Confidential

Service Desk Agent Tier 1, Washington, DC

Responsibilities:

Environment: al Protection Agency February 2013 - May 2013

Confidential

Desktop Support Technician Tier 1, Washington, DC

Responsibilities:

Assisted users with Microsoft Office 365 issues
Used Active Directory to assist in troubleshooting user accounts
Assisted users with general software and hardware technical issues
Resolved client issues surrounding computer hardware and software
Recorded and updating client records
Experience with Remedy/Help Desk Management Systems
Performed analysis of problems and assisting with corrective actions to restore functionality
Worked with technical leads, colleagues and customer service staff to resolve recurring problems and issues with hardware and software applications

Confidential

Computer Support Technician, Washington, DC

Responsibilities:

Confidential

Sales Representative, Bethesda, MD

Responsibilities:

Confidential, Washington, DC

Help Desk Support

Responsibilities:

Installed, configured and troubleshot issues with desktops, laptops, monitors and printers.
Hands on experience with Spice works ticketing system.
Familiar with the ITIL methodology.
Knowledge of networking basics.
Developed resolution plans, testing plans, and communicating issues to non-technical clients.
Basic knowledge of Active Directory
Exercised clear and concise communication with the customer.

Confidential, Washington, DC

Help Desk Support

Responsibilities:

Actively supported teaching professionals on effective work strategies with Special Needs students.
Assisted with instructional materials and procedures consistent with individual learning needs and behaviors.
Communicated with parents of student's progresses.
Made sure my assigned student met his academic and personal developmental goals.