IT Helpdesk Specialist - Tech Support & Desktop Proficient
Resume:
PETER C. BISBIKIS
BALTIMORE, MARYLAND 21286
*************@*******.***
OBJECTIVE
Strong customer service skills and a team-player seeking a position part-time or full-time as a Computer Technician or Tier 1/ Tier 2 Helpdesk Support Specialist.
EMPLOYMENT HISTORY
NuAxis Innovations on contract,
Department of Labor, Occupational Safety and Health Administration, Washington, D.C.
Systems Analyst September 1995- Present
Support end users with thirty years of troubleshooting desktops and laptops. Provide desk side technical support to 600 end users. Provide field office support by phone with approximately 2000 end users. Utilize tracking software to optimize first call resolution. Provide technical support and training on network software and custom applications. Onboarding and Offboarding. Installing and configuring desktops and laptops with Windows 10/8/7/XP Professional operating systems. Configure laptops for remote access using Citrix, Terminal Server, and Web Based Outlook application. Perform NT Administration Support to include resetting user’s password, and unlock user accounts, creating user accounts for scanning, and Updating Distribution Lists. Install and configure and manage hardware peripherals for local desktops - printers, scanners. Take remote control of user’s desktops or laptops to resolve end user support issues. Familiar with ACD systems.
Automated Information Management AIM. Lanham, Maryland on contract,
Department of Defense, Pentagon, Naval Sea Logistics Center, Washington, D.C.
Computer Specialist February 1995- September 1995
Provided direct support to NAVAIR Type Desks utilizing Excel spreadsheets to manage and monitor aircraft inventories and projections. Support included application design and development, creation of user documentation, and end-user training and system troubleshooting.
Automated Information Management, AIM. Lanham, Maryland on contract,
State Department, Washington, D.C.
Computer Specialist November 1992 - February1995
Developed an Expendable Supply Inventory program (ESP) to keep track of all inventories being delivered to and from the Beltsville Information Management Center (BIMC). Participate in the design and development of various reports for management. Developed an on-line application for Information Management Requisitions (IMR) utilizing Microsoft Word and Excel. Developed a NEPA inventory program to keep track of all non-expendable computer hardware. As required provided technical support to users.
Education
B.S., IFSM, University of Maryland Baltimore County, 1990
CERTIFICATION:
HDI - DAST – Desktop Advanced Support Technician – 2019
HDI - Support Center Analyst Certification 2009
MOS - Certification July 2016
ITIL v3 - Certification 2010
MCDST - Certification November 2004
TOP SECRET CLEARANCE. (Not active) U.S. State Department.
Professional Training
2004 Support Users/Troubleshoot Desktop Op Systems MS2261
2004 Support Users Running Application a Microsoft Windows XP Operating System
2005 Systems Administrator Training – Active Directory
2006 Certificate of Accomplishments on Completing Printer Replenishment Project
2008 Leadership & Customer Service Skills for Project Team Members for Dept of Labor (PMP)
2008 Identifying and Managing IT Requirements for Dept of Labor (PMP).
2009 Configuration Management Basic Training.
Awards
1994 AIM, Inc., Achievement Award
1995 U.S. State Department Recognition Award, Beltsville
SKILLS:
Team Player, Communication and customer service.
Multitask, Time and workflow management.
Software:
Service Now, Service Central, Remedy, Top Of Mind,
Bomgar, Dameware, DRA (Directory Resource Administrator), SCCM Configuration Manager Console, RSA (Multifactor Token Authentication), BigFix, Remote Desktop, PIV Card Management, VCC (Virtual Contact Center)
Intune, Maas360, Mobile Device Management, Azure Console
VPN, Citrix, Citrix User Manager, Terminal Server.
Bitlocker, Checkpoint Media Encryption, Manager, Pointsec,
Microsoft Office Suites 2016 – 2003, Office 365
Microsoft Exchange, Cloud Email, OneDrive
TEAMS, Skype, Skype for Business Lync 2016, Cisco Jabber
Chrome, Edge, Internet Explorer, Firefox, Safari,
Windows Defender, McAfee, Trend Office Scan,
Adobe Acrobat DC, Paperport, Image Retriever, Webex, MyMeetngs, Dragon Naturally Speaking, Ghost Imaging software.
Network
Assist in connecting network cables into patch panels and switches
Hardware/Peripherals:
Desktops: DELL HP.
Laptops: DELL, HP, Surface Pro, Tablets, Toshiba, Sony
Printers: HP LaserJet/Deskjets Printers/ Color: Brother MFC, Xerox, Rico, Savon,
Scanners: Canon Xerox, Toshiba, HP, Ricoh
Modems: Installation/configuration internal/external.
Routers: Linksys Installation/configuration: Configuration of wireless routers
Palm Pilots. Projectors: INFOCUS, KODAK, SANYO. Configuration and installation for presentations.
Webcams: Logitech, Microsoft LifeCam Studio
Smartphones: Android and Apple Iphones
REFERENCES
Alphonso Frasier
Program Manager- Enterprise Service Desk -NuAxis Innovations
U.S. Department of Labor
855.LABOR-IT 855-***-****)
TTY: 833-DOL-iTTY 833-***-****)
*******.********.*@***.***
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