It Support Information Technology
Resume:
MARK WASHINGTON ********@****.***
COMPUTER SYSTEMS SPECIALIST HELPDESK SUPPORT IT SUPPORT FIELD TECH SUPPORT
ATLANTA, GA 678-***-****
CERTS
CompTIA A+
TECHNICAL SKILLS
Office 365 and Support
General Computer Skills
Remote Desktop Support
Active Directory
LAN/WAN
ServiceNow
Citrix
Intune
Microsoft Teams
PC Imaging (Local or Network)
SCCM
TCP/IP
VPN (Secure Connect)
Firewall Configuration
Printer Setup/ Troubleshooting
Windows 10 Support
Azure
GENERAL SKILLS
Excellent Communicator
Great Team Member
Problem Solving
Time Management
Customer Service
EDUCATION
Master Degree, University Of Phoenix, Atlanta, Georgia
2005 — 2008
Information Technology Analysis
BSc. Degree, DeVry University, Atlanta, Georgia
2002 — 2005
Computer Systems Networking & Telecommunications
Prior Military Service
1983-1992
PROFILE
Experienced and professional information technology professional with years of valuable experience in monitoring daily performance to ensure company success. Accustomed to handling IT support, managing IT projects, and supporting various departments with IT tools and applications. Experienced and skillful inbound and outbound IT support, providing high-quality service to callers, or colleagues to address, and meet all needs.
EMPLOYMENT HISTORY
Help Desk Specialist II/Field Technician, Claratel Behavioral Health, Decatur GA
August 2021 — June 2024
●Worked with the Director of IT to coordinate the design, development, build, testing, implementation, training, upgrades, support, and overall system management of all center physician applications and associated interfaces.
●Maintained the deployment, monitoring, maintenance, development, upgrade and support of all PC’s, operating systems, hardware, software, and office automation equipment.
●Provided software and hardware education support to end-users.
●Researched and resolved problems and questions regarding computer systems and software.
●Creating/Maintaining User Accounts in Active Directory/Office 365.
●Worked with the Director of IT to implement all IT policies and procedures, including those for security, disaster recovery, standards, purchasing and service provision.
●Troubleshoot issues with operating systems, applications, hardware, and networking.
●Work with Service Desk team across multiple sites, providing a high level of quality
●I was also The Team Lead
●I also maintained Inventory of the all the IT equipment and accessories
●I used the Service Now Ticketing system to monitor and note tickets
Desktop Support Specialist, HCL Technologies, Alpharetta GA
July 2014 — August 2021
●Hybrid work environment (Remote/Onsite)
●Document and maintain workflows utilized in successful issue resolution.
●Worked to constantly improve information technology systems and infrastructure.
●Update logistics and inventory management system.
●Planned and developed written policies and procedures for computer operations.
●Creating/Maintaining User Accounts in Active Directory/Office 365.
●Imaging/Configuration/Deployment of Desktops and Laptops & verify compliance.
●Troubleshoot issues with operating systems, applications, hardware, and networking.
●I used the Service Now Ticketing system to monitor and note tickets
Desktop Support Engineer, CompuCom, Atlanta, GA
June 2009 — July 2014 (Hybrid/Traveling work environment)
●Answered phone calls, greeted clients, and handled all inbound call responsibilities.
●Managed up to 15 cases simultaneously thoroughly to maintain service level expectations
●Worked to constantly improve information technology systems and infrastructure.
●Brought forth strong attention to detail and the ability to work with complex systems.
●Creating/Maintaining User Accounts in Active Directory/Office 365.
● Imaging/Configuration/Deployment of Desktops and Laptops.
●Supported Windows 10 Enterprise and other Operating Systems.
●● Imaging/Configuration/Deployment of Desktops and Laptops & verify compliance.
●● I used the Service Now Ticketing system to monitor and note tickets
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