Senior Service Desk Technician Sample Resume Format in Word Free Download -->

Senior Service Desk Technician Sample Resume Format in Word Free Download

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Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download
Kayla  Smith
309 Fort Pickens Ct
Dumfries, VA 22001
703-231-1230
E-mail: kayla@hotmail.com

SUMMARY of Qualifications:

  • Active DOD Secret Security Clearance
  • A+ Certified
  • US Army Veteran, August 1996-February 2005, Honorable Discharge
  • Attained Associates of Applied Science Degree, Computer Networking Systems, December 2007
  • Nine years experience in Human Resources, Customer Service Support and Administrative support
  • Experience providing Tier 4 Enterprise Management Support in both Classified and Unclassified environments
  • Experience with Operating Systems such as Windows 95, 98, NT, 2000, XP, Vista, windows 7, 2003 server
  • Experience with Active Directory, Microsoft Exchange Administrative duties, Server Backups monitoring and install (Symantec and VERITAS) and Virus implementation, install and update (Symantec/MacAfee)
  • Monitors, manages and troubleshoots Circuit/Network outages
  • Responsible for image installs, File Print and Domain Controller builds as well as Exchange install for
  • Experience with Administrative duties within Active Directory, Microsoft Exchange, Blackberry Exchange Services Management, Active Roles Server by Quest for Active Directory and Data Armor Policy
  • Enterprise Management Systems for Remote users (VPN) and Desktop Support both hardware and software installations and replacements
  • Proficient in Microsoft Office Suite, Office 2003 Professional and Office 2010; Acquired Military Certificate of Achievement for completing Microsoft Office 2000 training
  • Solid troubleshooting skills, installing software applications, replacing hardware and running server backups
  • Experience with Siebel and Remedy ticketing systems
  • Achieved Microsoft System Center Operations Manager Training (SCOM), January 2009

Professional Experience:
November 2010 – October 2011 Vistronix Falls Church, VA
Senior Service Desk Technician (Team Lead)

  • Assisted manager with managerial and supervisory duties over a team of 14 technicians between Days, Nights and Mid shift
  • Functioned as a single point of contact for routine user LAN, WAN, Desktop and telecommunications problems providing Tier I, II and III and executive level support
  • Provided tier 2 service by completing install setup of workstations, printers, audio/visual and other IT equipment
  • Assisted the network team with monitoring the sites and creating outage reports.
  • Collaborated with other technical professionals within the environment to ensure continuity of service and network assistance
  • Supported a variety of applications, software, PCs, Laptops, mobile computing devices (blackberry), A/V, VTC equipment and peripherals
  • Assists Asset Management with pickup, delivery and tracking of all computing and printing equipment

April 2008 – June 2011 USMAX Corporation Gambrills, MD                       
Enterprise Management Support Specialist (Both Classified and Unclassified Environments)
  • Provides Tier 4 Enterprise Management Support in a classified/unclassified environment with the Telecommunications and Information System Command for US Coast Guard wide end-user support, both in person, over the phone and remote access.
  • Provides technical customer support services for a government enterprise-wide client-server network using a combination of Windows 2000, 2003 and XP, Domain Controllers, Main Server, workstations and laptops, to include KIV -7 and KG175(Taclane) network and hardware
  • Works with Whats Up Gold and various other monitoring tools to manage and maintain Circuit/Network outages
  • Responsible for image installs, File Print and Domain Controller builds as well as Exchange install for
  • Supported the Coast Guard Cutters(ships) using the Coast Guard Messaging Systems(CGMS, CGFSM)
  • Monitors, manages, and maintains Windows server and network environment using remote management tools (Net support and Remote Desktop)
  • Manages Active Directory by creating and removing domains, groups, users and managing permissions.
  • Manages Exchange 2003 by creating/deleting accounts, creating mailbox and storage groups, purge mailbox groups, set permissions
  • Answers various network, hardware and software technical questions and provide initial telephonic (Tier II/III/IIII) support to customers on all aspects of workstation hardware and software issues, , to include printer and printing errors
  • Monitors system backups with United States Coast Guard Cutters (Ships) using Symantec Backup Exec software and VERITAS Backup Exec
  • Experience with entering, maintaining and monitoring tickets using Remedy



August 2006 – March 2008 PE Systems Inc. Alexandria, VA
Help Desk Specialist
  • Provided courteous customer service to Surface Distribution and Deployment Company end-user organization, both in person and over the phone
  • Experience with creating Active Directory(Domains/Groups/Users), Microsoft Exchange(Groups/Users)
  • Answered various workstation hardware/software technical questions and provide initial telephonic (Tier I/II) support to customers on all aspects of workstation hardware and software issues, to include printer and printing errors.
  • Provided technical support of Microsoft Windows 2000/2003,  and Windows XP operating systems
  • Assisted with system backups
  • Monitored Air Conditioning Units, Fire Alarms, and other environmental equipment, and report problems as required by the Help Desk SOP
  • Experience with entering, maintaining and monitoring tickets using Seibel


May 2005 – Apr 2006 United States Human Resources Command Alexandria, VA
Human Resources/Accessions Clerk (Govt. GS-7)
  • Provides administrative and technical support for the Army Nurse Corp Branch.
  • Provide Level One and Two Technical Support to the Division
  • Completes Request for Orders (RFO) for new accessions (personnel) into the Army Nurse Corp
  • Ensures all documents are completed for prior enlisted Soldiers entering into an Officers grade/rank
  • Selects locations for new Soldiers to the unit
Jul 2000 – Feb 2005 United States Army Washington, DC
Human Resource Specialist (Active Military)
  • Organized and conducted Awards and Promotion Boards.
  • Maintained files for completed awards
  • Provided training on all Human Resource Software
  • Created Excel spreadsheets for tracking of award completion
  • Developed and maintained system for tracking gains and losses of personnel in each unit
  • Maintained personnel accountability reports for the unit and its outline detachments

May 1997 – Jun 2000 United States Army Ft Sam Houston, TX/Camp Humphries, Korea
Human Resource Specialist (Active Military)
  • Supervised and trained a staff of four
  • Provided training of all Human Resource Software
  • Conducted and processed Entry/Exit information and briefings for the post personnel
  • Acted as a Finance and Leave Clerk for unit personnel
  • Responsible for all data entry input of information directly related to Soldiers and Unit software.


Education:
  • December 2007 ITT Technical Institute Springfield, VA
    Associates of Applied Science Degree, Computer Networking Systems
  • January 2009 Microsoft System Center Operations Manager (SCOM)
  • A + certification

References: Available upon request


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