Support Specialist Desktop
Resume:
Julia Tarpeh
************@*****.***
Cell: 202-***-****
Summary of Experience
Active Directory (10+ years), Windows 10 (4years) Microsoft Office (10+ years), Cisco Unified (2years), SCCM (5 years), iPhone and Android (7 years), Bomgar Remote Tool (10 years) Remedy (10+ years), AnyConnect VPN Client (10+ years), MAC OS (3years), McAfee Endpoint Encryption (5 year), VMware vSphere Client (2+ years), Remote Tool- LANDesk (5 years)
Certification – Security +
Security Clearance – Public Trust Clearance
Employment Experience
Desktop Support Specialist
Imagine Schools Mid- Atlantic Region - Feb 2020 – Current
●Providing consistent high-level technical support to Imagine students and administrative staff.
●Execute written documentation of Remedy ticketing system to log and track communication with end-users.
●Comfortable with installing, configuring and upgrading Windows and Macintosh applications and peripherals.
●Clearly communicate technical solutions in a user-friendly, professional manner to end-user.
●Administer Active Directory to create, reset password and unlock network accounts.
●Responsibilities includes imaging and deploying Windows and Macintosh OS equipment for New Hires.
●Configured Microsoft Office 365 issues and assisting with shared calendars.
●Utilize support connect remote tool to assist VPN User’s and onsite Staff.
●Deploy, manage loaner Laptops, iPhone, iPad and perform asset inventory and storage task.
●Troubleshoot printers, scanners, and other peripheral devices.
●Grant user's permissions to network shared.
Desktop Support Specialist - Contractor
NIH – National Institute of Dental and Craniofacial Research (NIDCR) – August 2018 – January 2020
●Responsible for all Computer configuration and application deployments supporting domestic staff.
●Utilized Active Directory to create, unlock, reset and disable network accounts as well requested.
●Created and updated trouble tickets using Service Now ticketing system to log trouble calls
●Responsibilities includes imaging and deploying Windows and Macintosh OS equipment for New Hires.
●Configured troubleshoot Microsoft Office 365 issues, repairing PST files, auto archives, assisting with shared calendars.
●Utilize Bomgar Beyond Trust remote tool to assist VPN User’s and onsite Staff.
●Used Mobile Device Management and MobileIron to monitor, manage and secure Employees mobile devices.
●Manage loaner Laptops and other equipment performed inventory and storage task.
●Deploy and supported apple devices such as iPads, iPhone, Androids while tracking Asset
●Grant User's permissions to network shared folders and mapped Users to Scan Server.
●Provide technical support using Bomgar remote control tool during troubleshooting process.
●Possesses an understanding of the Personal Identification Verification (PIV) security.
Desktop Support Specialist
The Brookings Institution - February 2016 – August 2018
●Administered Active Directory to create, manage network accounts as well as grant permissions to shared folder.
●Configured and repaired desktop’s, laptops and associated peripherals.
●Deployed and provided technical support for Apple devices, Androids while tracking Asset.
●Communicated with vendors in resolving IPAD and iPhone related issues.
●Provided technical support using SCCM remote control tool during troubleshooting process.
●Administered and managed loaner laptop’s, iPhones and other equipment.
●Tracked and managed tickets through Remedy Ticketing system
●Created and administered Cisco VoIP phone system account including resetting Cisco Unity Voicemail password.
Desktop Support Specialist
US Commodity Futures Trading Commission - Washington, DC - September 2015 - February 2016
●Created and administered Network Accounts using Active Directory.
●Conducted hardware and software diagnostics and coordinated repairs with various venders.
●Installed, configured and repaired PC's, laptop's, printer’s other peripherals related to connectivity or functionality.
●Tracked and documented all reported problems and service requests via Phone, Email and walk - Ins.
●Imaged PC's and rebuilt old systems installing Microsoft office 2010 and standard applications.
●Performed physical inventory of IT Assets using Scan Asset Management Software.
●Possessed working knowledge of remote-control tools such as Microsoft System Center Configuration Management.
●Coordinated with other OITS support teams to provide improved communication and service to customers.
●Troubleshot VPN connectivity issues and assisting with questions.
Desktop Support Specialist
NTIS/Department OF Commerce - Alexandria, VA - November 2012 - September 2015
●Utilized Ticketing System On-Time 2011 to document, update and resolve End User calls to ensure timely resolution.
●Granted user's permissions to network shared folders and mapped users to scan server.
●Responsible for ordering, deploying and troubleshooting iPhone/iPad and Androids.
●Monitored Helpdesk Mailbox, responding to IT incidents via telephone, Email, in person in a timely and accurate manner.
●Provided support to remote users connecting to network using Cisco AnyConnect VPN client.
●Supported MS Office Suite/Exchange 2010, configuring and repairing PST files, auto archives, calendars.
●Imaged PC's and rebuilt old systems, installing Microsoft Office 2010 and standard applications.
●Interacted with the network service team to resolve networking and mailbox issues.
●Troubleshot Thin Client issues and VMware vSphere Client connectivity issues.
●Worked on IT Operations Infrastructure with Helpdesk Personnel.
Desktop Support Specialist
NIH - National Institute OF Health (NLM) - Bethesda, MD – March 2012 - October 2012
●Configured, administered and repaired PCs, laptops, printers, scanners and other peripherals.
●Supported Active Directory Administration. Migrated and deployed end user machines from Windows XP to Windows 7.
●Deployed applications with automated deployment tools such as Altiris.
●Interacted with the network Service Team to resolve issues with network-based services.
●Possessed an understanding of Personal Identification Verification (PIV) security.
●Performed migration from Windows XP to Windows 7 installing software according to department request.
Desktop Support Specialist
Department of Transportation - Washington, DC - August 2009 - February 2012
●Provided consistent and responsive technical support to over 3,000 government users in person and remotely using SCCM.
●Executed written documentation of trouble tickets using Remedy tracking system to log trouble calls.
●Troubleshot and configured network and local printer problems.
●Troubleshot Microsoft Outlook client email issues.
●Installed and troubleshot McAfee Endpoint Encryption to prevent unauthorized access to data on laptops.
●Configured, administered and repaired PCs, laptops, printers, scanners, and other peripheral devices.
●Conducted hardware and software diagnostics and coordinated repairs with various venders.
●Migrated user’s data from Windows XP to 7 OS ensuring complete functionality of all software and hardware.
Help Desk Analyst
The Washington Post - Washington, DC - June 2006 - July 2009
●Executed written documentation of trouble tickets using Track IT, maintaining help desk procedures.
●Deployed, troubleshot and repaired computer systems, printers and other peripheral devices.
●Administered user accounts & network shares in Active Directory.
●Troubleshot software issues via phone by utilizing remote control tools (Microsoft SMS).
●Applied latest operating system patches as well as client's software such as Virus Protection McAfee and Symantec Ghost.
●Provided VPN tokens support services and mapped devices to the Exchange Enterprise server.
●Arranged and prepared equipment for shipping/receiving and handled customer pick-ups for equipment.
●Managed Active Directory in a Windows 2003/2008 Server environment.
Helpdesk Support Specialist
National Community Service - Washington, DC - August 2004 - August 2006
●Performed computer hardware and software installations.
●Utilized remote tools, Proxy Master and LANDesk Management to push patches to end-users.
●Troubleshot web browser, Internet TCP\IP and modem connection problems.
●Setup new user equipment and images according to end user's needs.
●Troubleshot Microsoft Outlook 2003 client email issues.
●Utilized Remedy Trouble Ticket System to update, track & close trouble tickets.
●Provided support printers, copiers, faxes, scanners and other peripheral devices.
●Performed miscellaneous job-related duties as assigned.
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