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Desktop Support Technician ll-Food and Drug administration Resume Example

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DESKTOP SUPPORT TECHNICIAN LL-FOOD AND DRUG ADMINISTRATION
Summary
Highly skilled and motivated Information Technology Professional (14 years as a government contractor for the FDA) of demonstrated experience in the management, installation, upgrading, troubleshooting, repair and replacement of a wide variety of IT systems, networks, hardware, and software. A team player with strong organizational expertise, attention to detail, and a demonstrated ability to succeed in a high paced and demanding environment. Self-motivated with proven success managing multiple priorities effectively, and meeting deadlines and resource requirements. Excellent analytical, design and problem solving skills. Well-organized and efficient. Experienced in focused customer service, analyzing customer needs, completing projects and exceeding customer expectations. Outstanding communications skills, including proficiency at writing procedures and reports, and superior ability to communicate with individuals at all levels of technical expertise.
Skills
FACTS, Turbo, OASIS, eNspect, TempSys, Labsan, JAVA, MS Lync, Service Now, MS Office, SQL Developer, TOAD, Eclipse, Tortoise SVN, Maven, NOTEPAD++, HP ALM Excel and Word add-in, WinScP, SOAPUI, UFT, HP LoadRunner, Cisco AnyConnect, Jabber, Cisco IP Communicator, Checkpoint Platforms: Windows XP, Windows7, Windows8, Windows10, Apple IOS Hardware: Dell laptops and workstations, HP Printers, Xerox printers, Cisco VOIP Phones, Polycomms Blackberry, IPhone
Accomplishments
  • Certifications: CompTIA A+, CompTIA I-Net+, Microsoft Office Specialist (MOS).
Experience
03/2010 to Current
Desktop Support Technician ll-Food and Drug administration Human Touch LLC － Mclean, VA
  • Perform day to day IT support in a windows environment, using knowledge of IT principles, methods and practices, including troubleshooting, installation, upgrades, and intermittent testing of software and hardware to ensure that the most effective procedures are selected.
  • Organized and coordinated efforts of all support groups in software analysis, error detection and proper implementation of corrected procedures to restore system availability Research, analyze, evaluate and recommend IT technologies to meet customer needs.
  • Research and review professional journals, best practices, and FDA intranet for latest updates in IT concepts, policies and procedures.
  • Constantly update knowledge when enhancements are made to applications or systems supported.
  • Regularly complete compliance training as required to stay to date with current laws, regulations and policies.
  • Create new procedures to share with colleagues.
  • Responsible for imaging, configuration and deployment of desktops and laptops, this included file back up and restoration, software installation, hardware setup and provide user training on new equipment.
  • Ensured the successful Migration of user data to new system.
  • Work as part of a team that planned, installed, configured and Migrated over 200 laptops and workstations from XP to windows 7 with no user down time Install, integrate, configure and problem resolution of Polycomms, and Cisco VoIP and soft phones.
  • Setup and troubleshoot audio/video equipment for conference room Promote team approach to problem solving, share information and seek input from team members, build consensus to ensure project efficiency and effectiveness, as well as technical compliance.
  • Develop relationships with IT personal to identify potential issues and prevent recurring problems Responsible for Testing and installation of new software designed to improve user applications and evaluated success against expected results Designed, tested and implemented contingency planning and disaster recovery procedures for network resources, databases and operating systems in the event of minor or catastrophic disruption.
  • Evaluated disaster recovery procedures to ensure continuity of operations and availability of critical resources.
  • Use Service Now ticketing software to accurately document resolutions of all daily work orders assigned, develop reports of all problems and solutions pertaining to systems and network Control system security through generating and resetting checkpoint passwords, granting access to specific software program and applications, configuration settings.
  • Add, delete and update user information using active directory troubleshoot PIV card problems including resetting certificates and card readers.
  • Use Simplified explanations and analogies to explain IT functions and instructions to non-technical end-users.
  • Proactively communicated schedule outages to minimize user impact, documented technical solutions, installation and upgrade and developed documentation for end-users.
  • Interface with all levels of IT and various contractors to troubleshoot and resolve hardware and software issues effectively.
  • Diagnosed hardware and software issues with a overall customer satisfaction of 85%, Solved customers issues with a 90% quality assurance rating, Earned solid reputation for resolving complex issues providing exceptional customer service Configuration and Troubleshooting, IPhone And blackberry devices using BES and XenMobile Served as a point of escalation for customer request and concerns Consulted and Negotiated with customer to purchase computer hardware and software.
  • Concluded research and provided specifications after analyzing critical user information required for procurements.
10/2004 to 03/2010
Desktop Support Technician ll-Food and Drug Administration IT Solutions － Falls Church, VA
  • Providing End User Support for a broad range of computer-based Systems throughout the Center for Veterinary Medicine (CVM).
  • Providing installation, maintenance, troubleshooting, test and evaluating hardware and software, repairing and replacing and configuring all automated systems including software.
  • Installing PCs or other hardware ensuring proper configuration and full user functionality.
  • Modifying, upgrading, and replacing devices as necessary in accordance with CVM policies.
  • Assisting customers by providing problem determination and resolution on a wide-range of hardware and software to include commercial and custom developed software applications.
  • Managing the security of workstations and devices to include, but not limited to physical securing (lockdown) of equipment in accordance with CVM procedures.
  • Configuring and installing remote access software on user hardware, as required.
  • Tracking and documenting the user hardware, software and configurations for the Center, as required.
06/2003 to 10/2004
Desktop Support Technician ll-Food and Drug Administration STG － Reston, VA
  • ll-Food and Drug Administration Provide IT Technical Support in a Windows XP, and Windows 2000 environment.
  • Resolve computer related problems reported through the Peregrine and Track it Helpdesk system.
  • Participate on Corporate team projects as assigned.
  • Answer correspondence from employees relating to computer problems and work on providing resolution.
  • Responsible for set, up and configuration of all workstations, and laptops.
  • Document problems and resolutions worked on in a timely and efficient manner.
  • Notify appropriate IT staff of more serious network/infrastructure problems and work with them toward resolution.
  • Work with rest of Help Desk to keep accurate logs/inventory of all software and hardware.
  • Responsible for configuration, setup and training on secure remote access workstation and laptops, troubleshooting, configure, and installation of all COTS software for the user, serves as a backup on audio video set-up and troubleshooting, responsible for all hardware break and fix, to include workstations, laptops and printers.
Education and Training
1993
B. S: Business Administration Christopher Newport University Business Administration
Skills
active directory, Apple, approach, audio, backup, Cisco, Hardware, computer hardware, customer satisfaction, customer service, databases, Dell, desktops, disaster recovery, documentation, Eclipse, Help Desk, HP, HP Printers, imaging, inventory, IP, IT support, JAVA, laptops, LoadRunner, Managing, access, Excel, MS Office, windows 7, Windows, Windows7, Windows8, Windows 2000, Windows XP, Word, Migration, Communicator, network, NOTEPAD, operating systems, Developer, Peregrine, policies, printers, problem solving, problem resolution, quality assurance, repairing, Research, software analysis, software installation, SQL, User Support, Technical Support, user training, Phones, TOAD, troubleshoot, Troubleshooting, upgrades, upgrading, upgrade, video, VOIP
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Resume Overview

Companies Worked For:

  • Human Touch LLC
  • IT Solutions
  • STG

School Attended

  • Christopher Newport University

Job Titles Held:

  • Desktop Support Technician ll-Food and Drug administration
  • Desktop Support Technician ll-Food and Drug Administration
  • Desktop Support Technician ll-Food and Drug Administration

Degrees

  • B. S : Business Administration

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