Help Desk Technical Support
Resume:
MALIK QUEEN
E: ************@*****.***
P: 202-***-****
A: Washington, DC 20020
PROFESSIONAL SUMMARY
Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing.
SKILS: SIEM, IDS, EDR, and Case
Management Tools.
WORK HISTORY
Help Desk Technician
ABBTECH (Internal revenue service) IRS
Landover, md • 4/2022- 6/2024
●Respond to users calls and resolve issue
●Create tickets using (Kisam)and (service now)
●Skype
●Remote tool (Bomgar)
●Active directory
●Help users solve pc issues dealing with smart cards and login accounts
●Managed high levels of call flow and responded to various technical support needs of customers.
●Helped user connect to VPN
●Used QWERT System as Active Directory
●Helped users regain password using QWERT to unlock or change passwor
NTT Data Services - Help Desk Support
White Oak Maryland • 12/2020 – 3//2022 CONTRACT
●Set up workstations
●Provided solutions to operations issues for users of Windows
●Identified technical issues
●Dealing with Active Directory
●Reimaged and updated computers and laptops to the company's default
●Responded to users calls and solved issues
●Remove and transfer data to different types of systems
Department of Human Services – Help Desk Technician
Washington, DC • 09/2017 - 10/2020
●Provided solutions to operations issues for users of Windows, working closely via phone, email, live chat and web teleconference with end users.
●Identified and solved technical issues using variety of diagnostic tools including.
●Managed high levels of call flow and responded to various technical support needs of customers.
●Configured hardware, devices and software to set up work stations for employees.
●Helped streamline repair processes and update procedures for support action consistency.
●Broke down and evaluated user problems using test scripts, personal expertise and probing questions.
●Patched software and installed new versions to eliminate security problems and protect data.
●Removed and replaced malfunctioning components to correct hardware problems.
●Managed customers' expectations of support and technology functionality in order to provide positive user experience.
●Provided Tier 1 IT support to non-technical internal user’s personnel through desk side support services.
Office of Unified Communications – Receptionist
Washington, DC • 06/2015 - 08/2016
●Prepared packages for shipment, pickup and courier services for prompt delivery to customers.
●Aggregated and prepared documentation and reports for office meetings, distribution and filing.
●Drafted professional business memos, letters and marketing copy to support business objectives and growth.
●Kept reception area clean and neat to give visitors positive first impression.
●Monitored and screened visitors to verify accessibility to inter-office personnel.
●Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
●Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
●Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
●Received and routed business correspondence to correct departments and staff members.
●Routed incoming mail and messages to relevant personnel without delay.
SKILLS 7 years of technical skills
●Data Recovery
●Software Diagnosis
●Technical documents comprehension
●Mac Systems
●Windows 10
●TCP/IP
●Desktop Support
●Customer service expert
●Written and oral communication
●Troubleshooting
●Service ticketing system
●Office 365
●Dell trouble shooting
●DNS
●Active Directory
●Kisam
●Bomgar
●Microsoft office
●Cisco Anyconnect
EDUCATION/ CERTIFICATIONS
H.O.P.E Project
Washington, DC • 2017
Certificate: CompTIA A+
Certificate: Security +
Certificate: IT Fundamentals
Luke C. Moore Senior High School
Washington, DC • 2016
High School Diploma
MALIK QUEEN
E: ************@*****.***
P: 202-***-****
A: Washington, DC 20020
References:
Reference Name: Raymond Bell
Title: CEO
Company Name: R. Emmanuel Consulting & Training Center
City, ST ZIP: Washington, DC 20020
Telephone: 202-***-****
Email: *********@*****.***
Reference Name: Mellone Key
Title: Database Analyst/PC System Specialist
Company Name: Department of Defense
City, ST ZIP: Washington, DC
Telephone: 631-***-****
Email: *******@*****.***
Reference Name: Derrick Robinson
Title: Student Success Coach
Company Name: H.O.P.E Training Center
City, ST ZIP: Washington, DC 20020
Telephone: 202-***-****
Email: N/A
Reference Name: Helen Foster
Title: Supervisory Claims Examiner
Company Name: Department of Employment Services
City, ST ZIP: Washington, DC 20019
Telephone: 202-***-****
Email: *****.********@*****.***
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