Tier 3 Desktop Support Technician with Advanced Expertise
Resume:
Damardias Smith
*********@***.***
Bowie, Maryland
Objective:
A highly skilled and experienced Tier 3 Desktop Support Technician with a passion for providing advanced technical support to end-users. I am seeking a challenging role where I can utilize my skills and experience to provide top-notch support to end-users and ensure the smooth functioning of desktop systems.
Experience:
Tier 3 Desktop Support Technician, WWTS – Annapolis Junction, MD March 2022 to Present
Provide advanced technical support to end-users via phone, remote tools, email, and in-person.
Resolve escalated issues related to desktop hardware, software, and peripherals.
Perform advanced troubleshooting and diagnosis of system and network problems.
Install and configure software applications and operating systems.
Help with desktop and network security protocols and policies.
Maintain hardware and software inventory and ensured timely upgrades and replacements.
Manage user accounts and permissions.
Collaborated with other IT professionals to resolve complex issues and implement new solutions.
Tier 3 Desktop Support Technician, Northrop Grumman - Linthicum Heights, MD 2013 - 2019
Provided technical support to end-users via phone, email, and in-person.
Resolved issues related to desktop hardware, software, and peripherals.
Performed troubleshooting and diagnosis of system and network problems.
Installed and configured software applications and operating systems.
Assisted with desktop and network security protocols and policies.
Maintained hardware and software inventory and ensured timely upgrades and replacements.
Managed user accounts and permissions.
Sr. Desktop Support Tech, CompuCom – Washington, D.C./Maryland/Virginia 2004 – 2013
Provided technical support to end-users via phone, email, and in-person.
Resolved issues related to desktop hardware, software, and peripherals.
Performed troubleshooting and diagnosis of system and network problems.
Installed and configured software applications and operating systems.
Assisted with desktop and network security protocols and policies.
Maintained hardware and software inventory and ensured timely upgrades and replacements.
Managed user accounts and permissions.
Lead Desktop Technician/Migration Technician, GE IT Solutions – Silver Spring, MD 1997 – 2004
Team Lead providing technical support and system installations for all Chevy Chase end users in the metropolitan area covering over 5000+ PCs.
Trained new employees.
Transitioned office from Windows NT platform to Windows XP professional domain to improve stability and performance.
Led Chevy Chase Bank’s refresh project.
Built new computers, migrated existing applications, and customized configuration settings.
Managed backup and recovery and maintained archived data on appropriate storage devices.
Supported, monitored, tested, and diagnosed problems pertaining to all LAN based applications.
Installed and configured all necessary networking equipment in various operating systems.
Coordinated with vendors for ordering of new equipment and maintained inventory.
Maintained, diagnosed, and repaired HP, Tektronics and Lexmark printers.
Upgraded and/or replaced hardware/software systems.
Configured servers, connected workstations and peripherals.
Education:
Capitol College 1991-1996
Skills:
Strong knowledge of desktop hardware, software, and peripherals.
Advanced troubleshooting and problem-solving skills.
Proficient in installing and configuring software applications and operating systems.
Strong knowledge of desktop and network security protocols and policies.
Excellent communication and interpersonal skills.
Ability to work well in a team environment.
Strong time management and organizational skills.
Worked in Active Directory to Create/Modify AD groups, state user accounts, and service accounts for application development.
Performed call lookups, updates, monitoring, reassignments, and resolutions in HEAT, UniCenter CA, Remedy and ServiceNow ticketing system.
Technical Skills:
Operating System: Windows Server 2000, 2003, 2008, Windows 7, XP, VISTA, 8, 10, MAC Monterey O/S & higher
Software: Microsoft Office suite, Adobe Acrobat Professional, Norton and McAfee Antivirus, CC Mercury, GHOST, Citrix, Work share Professional, FOIA, SMS, Active Directory, Cisco Unity, Oracle, Heat, UniCenter CA, Nextalk, JAWS, HEAT, Remedy, WMIS, BART, Proxy, Trend Micro, Norton AV, Cisco VPN, JAWS, Sophos Console Manager System, Microsoft Bitlocker TPM, SCCM (Microsoft Endpoint), PowerShell, ServiceNow ticketing system, Google Workspace, Office 365 Suite, Powershell, Azure, Microsoft Intune
Hardware: HP, Lexmark and Tektronics printers, Xerox Phaser and WorkCentre printers, ECopy Cannon printers, HP Digital scanners, various Verizon and Sprint Blackberry’s, Cisco VOIP phones, Ethernet and Token ring protocols, PC manufacturers: Dell, Toshiba, HP, Compaq, IBM and Gateway, A/V equipment and teleconferencing
Networking: VPN, LAN/WAN, TCP/IP, DNS, WINS
Certifications:
A+ Certified, Dell Portable, Desktop and Server Certifications,
IBM Desktop, Portable and Warranty
Xerox Phaser and WorkCentre Certifications
HP Portable and Desktop Certification, Lexmark Certifications,
References:
Available upon request.
Contact this candidate