Help Desk Technician

William V. Simering

** ****** ****, ****** ****, Virginia 22546-1306 804-***-****(h)

*******.*.********@*****.***

OBJECTIVE

Highly skilled professional with 10 years of Help Desk/Desk Side Support experience providing technical support in hardware and software issues including troubleshooting and repairing. Successfully implemented software upgrades and patches for Microsoft systems.

EMPLOYMENT

Desk Side Support Technician May 2016 – September 2018

CompuCom, Incorporated Fort Mill, South Carolina

Image and image recovery

Do break/fix repairs on desktops, laptops, and printers

Install/Re-install various software packages and updates

Analyze, troubleshoot, and repair computer hardware

Weekly inventory of computers and peripherals on-hand that is deployable

Very basic Apple product support to include iPhone

Service Desk Analyst January 2013 – January 2016

Systems Integration, Incorporated Landover, Maryland

Provide Tier I support, answering phone calls from customers

Diagnose, identify, isolate and analyze problems using historical database records.

Route calls to product line specialists.

Maintain and updated records and tracking databases.

Alert management of recurring problems and patterns of problems.

Document incident information paraphrasing caller’s issue concisely with less than 1% return rate.

Perform hardware diagnostics and coordinate repairs.

Effectively communicate technical information to executives and their staff

Possess expert-level technical knowledge of operations and provide ideas, feedback, and support to the executive audience.

Able to lift computer equipment (20-50 pounds).

Field Technician/Dell Certified Systems Expert (DCSE) May 2012 – January 2013

Unisys Corporation Alexandria/Arlington, Virginia

Provide on-site computer repair services to small business and companies

Disassemble systems on-site to diagnose issues and make selected repairs

Install Windows operating systems

Document and maintain paperwork

Easy Tech Technician October 2011 – February 2012

Staples, Incorporated Framingham, Massachusetts

Create intake trouble tickets

Perform equipment diagnostics, repair, and made recommendations for additional repairs/services

Provide setup and installation information for computers, printers, and peripherals

Provide retail services as required such as sales and cash register support.

Technical Writer (Volunteer) October 2011 – February 2012

North Stafford Baptist Church Stafford, Virginia

Review and provide writing skills for a series of Standard Operating Procedures for North Stafford Baptist Church.

Provide meeting minutes for both North Stafford Baptist Church’s Leadership Committee and the church’s business meetings.

Provide computer support and repairs as needed.

Technical Editor March 2006 – April 2010

Northrop Grumman Information Systems Herndon, Virginia

Develop the On-Call Instructional Document for HP OpenView ServiceCenter in support of the VITA Mandanten Security initiative.

Work with the VITA representatives regularly to research and develop up to 40 new policy and procedural documents for the VITA Service Desk.

Write, review, edit, and publish solutions contained in the VITA knowledge base

Locate, test, and resolve knowledge base articles for broken links

Help Desk Analyst April 2000 – March 2006

Northrop Grumman Mission Systems Linthicum, Maryland

Provide the first-level user walk-in and phone technical support for over 10,000 users.

Ensure a timely process flow for problem tickets to second and third-level technicians for resolution via Remedy Action Request System or Peregrine ticketing systems as needed.

Work with help desk analysts and provided training to new help desk analysts to ensure they were proficient to the point of working alone.

Respond within strict time limits to meet end-user requests for account access and password resets.

Establish and maintain the East Coast Help Desk file system for new accounts.

Purge Microsoft Active Directory Service and Microsoft Exchange email accounts as needed.

EDUCATION

Information Technology Infrastructure Library Foundation v3 Certification

CompTIA A+ Certified Computer Repair Technician Certification

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