Desk Technician Help
Resume:
Kollie Korkpan
Essex, MD *****
adwtju@r.postjobfree.com
EDUCATION
Morgan State University
Bachelor of Science Information System 2016 - present
SUMMARY OF QUALIFICATIONS
•Outstanding knowledge of multiple hardware and software applications.
•Strong background with hard drives, central processing units (CPUs), video cards, firewalls, and antivirus.
•Skilled communicator, able to successfully work with wide range of end-users to diagnose and resolve complex technical issues.
•Extensive experience setting up, installing, and repairing desktops, laptops, printers, and modems.
•Excellent technical skills, with strong knowledge of Windows, MS Office, and Internet connections and peripherals. Extensive knowledge of both PC and LAN hardware and applications.
•Fundamental understanding of network and Internet concepts (e.g., firewalls, load balancers, Web browsers, TCP/IP, SSL, HTTP, etc.)
•Responded to and resolved support tickets in a timely matter. Closed out an average of 40-60 issues per day.
•Troubleshot IT related issues (hardware, software, network, peripherals, VPN) for company employees on-site and remotely.
TECHNICAL SKILLS
Operating Systems: Windows Server 2008/2012 Windows 7/ 8.1/10, Mac OS X
Software Applications: MS Suite (Word, Excel, PowerPoint, Access), VMWare, Norton Utilities, Ghost, Adobe, Symantec PCAnywhere, TeamViewer, McAfee
Networking: LAN/WAN, TCP/IP, VPN, CAT 5, Ethernet, Routers, MS Site Server, PowerShell
PROFESSIONAL EXPERIENCE
ManTech- Bowie, MD
Tech Support (December 2021-November 2022)
•Actively update, maintain, and monitor all aspects of computer networks
•Install and configure computer systems and applications within the company
•Respond to customer inquiries and assist in troubleshooting and resolving challenges
•Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved
•Handling customer technical support cases through phone and email submission
•Evaluating system potential through assessing compatibility of new programs with existing programs
•Improving existing programs by evaluating objectives and specifications, reviewing proposed changes, and making recommendations.
Medstar- Franklin Square, Rosedale, MD
Desktop Support (June 2019 - March 2020)
•Deployed a wide range of devices from PC’s, mobile workstations, and peripherals such as printers and scanners.
•Manage end-user computing needs.
•Imaged PC’s and Laptops to the latest version of Windows and other required software.
•Collaborated with help desk team to add devices and printers to the domain.
•Built and collaborated mini desktop workstations on wheels as well as monitors.
•Worked in the command line interface to implement GP updates on devices with missing software and files.
•Worked alongside Application System Analysts to update and prep peripherals.
•Communicated with a variety of Nurses, Doctors, and staff through the deployment process to successfully complete the project.
•Managed physical hardware and storage spaces through unboxings and labeling.
Baltimore County Public Schools, Maryland Support Technician (March 2018- June 2019)
•Communicate effectively with all levels of customers including administrators, staff, students, and vendors.
• Installs and supports new devices along with accompanying the software (These devices can include computers, tablets, projectors, document cameras as examples)
•Coordinates the repair of student and teacher laptop computers including performing diagnostic repair procedures
•Installs and configures supported device operating systems
•Utilized Active Directory (AD) for users and computers, managing domain& domain controller security policies.
•Performs routine diagnostics and maintenance with multiple operating systems
•Installs and configures applications and other supported software packages
•Tests new releases for supported systems
•Performs network support and troubleshooting duties
Teksystems
Help Desk Technician (March 2015 – March 2018)
•Provide telephone and in-person support to over 300 end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.
•Create, respond to, escalate, and close tickets. Track all outstanding tickets, working closely with Tier II Technician to ensure any problems are resolved in timely manner.
•Document all technical issues. Highlight steps taken to remediate problems.
•Tasked with setting up new hires on internal systems and procedures.
•Acknowledged calls and documented problems into issue tracking software, consults knowledge database to optimize resolutions and follows through on resolution with callers.
•Planned, developed, installed, configured, supported, and optimized a mobile infrastructure.
•Apple, PC and mobile device hardware/image and set-up configuration knowledge & experience.
•Assisting customers via online helpdesk system, telephone, and remote support tools to diagnose technical issues related to Mac OS, applications, network, servers, and peripherals
•Resolving and tracking incidents with network, servers, Mac OS, applications, and peripherals in accordance with IT Service Desk procedures
•Provided PC hardware and software support to end-user
•Installed PC and related peripheral equipment for end-user
•Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.
NOVA Web Development, Maryland
Help Desk Support (February 2014 – March 2015)
•Design system configuration
•Network/helpdesk support
•Placement and layout of web site pages given client provided content.
•Maximize network performances by monitoring performance, troubleshooting network problems.
•Design and creation of relational database schemas
•Maintain and report hardware inventory on a monthly basis in accordance with corporate requirements.
•Format and image computers for company use. Add computer to the DNS utilizing Active Directory as needed. Primary point of contact for equipping new hires with appropriate desk setup. Activated ports as needed and installed additional software upon request.
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