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Desktop Technician Resume Format in Word Free Download

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Hannah Cooper

309 Greenwich Ct. Apt 412                                                                                                                              Hannah@mac.com
Crofton, MD 21001                                                                                                                                          Cell (248) 909-001                                


                                                                                                                 
Objective:
To obtain a position in the field of InformationTechnology

Education:
ITT Technical Institute                                                                                                       Troy, MI
Associate of Applied Science Degree, Computer Networking Systems                            12/08
Bachelor Degree, Information Systems Security                                                        12/10
Honors: National Technical Honor Society (NTHS)
Certs: CompTIA Security +
Clearance: Secret (Active)

Relevant Coursework
Operating Systems
Introduction to Computer Programming
Microsoft Desktop Operating System
Structured Cabling
Database Development
Network Standards and Protocols
Microsoft Network Operating System
Linux Operating System
Networking Application Services and Security
Linux System Administration
WAN Technology and Service Integration

Employment:
DiverseTechnologies\Lockheed Martin\DMA           Ft. Meade, MD              July 2011- Present
Desktop Technician
·         Load and configure desktop OS for standalone operation and basic network connectivity
·         Configure and troubleshoot desktop applications and upgrades, such as MS Office
·         Install and configure desktop computer and peripheral hardware upgrades
·         Perform basic installation, configuration, deployment and troubleshooting of desktop computers and peripherals
·         Perform advanced hardware and software troubleshooting
·         Integrate hardware into existing LAN environments.  This includes establishing network, file server access, configuration of email and print server connectivity
·         Install upgrades and troubleshoot, support and repair simple network connectivity issues at the desktop, including NICs, network connections, and unmanaged hubs/switches within local environments
·         Install, integrate, troubleshoot and solve network client operation problems
·         Basic Active Directory – Changing user passwords, moving user accounts to different OUs, unlocking accounts, joining computers to a domain, etc.
·         Physical network troubleshooting – drops, switch ports, patching and tracing ports
Hewlett Packard                            Pontiac, MI                            October 2010 – April 2011
Helpdesk Analyst\Technical Solution Rep            
·         Provided technical support to employees of Global Shell Oil Company
·         Troubleshot and resolved technical issues related to hardware and software installed on user work stations
·         Handled 15-30 inbound and outbound calls daily
·         Validated user roles to determine customer entitlement and the appropriate process to complete their requests
·         Completed service request in accordance with severity based SLAs and ensuring compliance
·         Reviewed customer request and feedback on helpdesk performance to ensure continuous process improvement.
·         Supported remote access users using Remote Access Service (RAS), inclusive of Mobile Office Private(MOP), Mobile Office Business(MOB)
·         Provided support for SAP
·         Performed Tier I service level support in a Tier III service environment
·         Escalated trouble tickets which could not be resolved at Tier I to Tier II using Service Center (Citrix)

Palace Sports and Entertainment              Auburn Hills, MI                        February - April 09
Help Desk (Internship)
·         Performed one on one end user workstation training
·         Troubleshot and performed desktop hardware repair on user workstations
·         Assisted Network Technicians with data center operations and maintenance and work station re-imaging
·         Assisted with installing local area network cabling systems and equipment

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