IT Service Desk & Desktop Support Professional
Resume:
Johnnae Marsh
Temple Hills, MD
************@*****.***
Objective:
Detail-oriented IT professional with over five years of experience successfully providing support to clients, colleagues, and executives. My key strengths include multitasking, organizational skills, and problem-solving.
Key Skills:
Hardware- Smartphones VoIP Phones Desktops Laptops Tablets Printers
Software-Active Directory Remedy Remote Desktop Connect MS Office Internet Explorer Windows 10 SharePoint
Certificates: CompTIA Sec +
Experience:
CGI – Service Desk Operator April 2023- Present
Operate the Service Desk system and provide first point of contact user support ensuring a high level of
customer service and communication.
Provide advice and operational support to all users on operating systems and applications.
Assist with the support, maintenance, deployment, inventory and licensing of user hardware and software.
Diagnose and repair hardware and software faults.
Setup, maintain, deploy and document the Standard Operating Environment (SOE) images and assist with the management of associated infrastructure.
Create Service Desk Tickets for all requests.
Office of Personnel Management (OPM) - Desktop Support Analyst June 2019-April 2023
●Be the first point of contact for all users in the region for any IT related issues or questions.
●Creating user accounts and email accounts using Active Directory and other systems.
●Communicate and collaborate with staff and supervisors to provide effective and responsive customer service.
●Support, troubleshoot, and resolve end user problems relating to Remote support, VPN and computer hardware/software issues.
●Reviewing correspondence for accuracy and completeness to ensure proper format, grammar, and adherence to established corporate policies across all technologies.
●Install and configure new end-user workstations and laptops and install hardware/software upgrades.
●Ensuring understanding of virus and malicious software removal techniques, mobile phone technologies, carriers and deployment methods.
●Ensuring the policies and procedures are aligned with policies established at high levels in the IT department.
●Participating and managing projects for rollout of new hardware/software, office expansions, new offices, etc.
Octo Help - Desktop Support Analyst Aug 2017 -June 2019
●Identified and aided upper management in improving work processes.
●Provided accurate research to clients on IT products and services.
●Performed remote troubleshooting diagnostic techniques and pertinent questions.
●Followed up with clients to ensure exceptional customer service once IT related issues were solved.
●Assisted with the collection of workloads tracking data in preparing reports for management.
●Analyze data and extract information to identify significant factors and identify problems to assist in decision making.
●Installed and configured new end-user workstations and laptops and installed hardware/software upgrades.
Education:
Gwynn Park High School May 2013
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