Description
SUMMARY Experienced and motivated Information Systems Support Technician professional seeking a position utilizing my over nine years of help desk experience. KEY QUALIFICATIONS * * CompTIA Security+ Certified * Proficient with Active Directory * Guided the development of Help Desk Standard Operating Procedures * Excellent technical support and direction to technical and nontechnical individuals and teams * Outstanding organizational, troubleshooting and problem solving skills PROFRESSIONAL EXPERIENCE LEAD SYSTEM ADMINISTRATOR August 2013 - June 2015 Sergeant, US Army Katterbach Army Airfield, Germany * IT support for an organization of over 1500 end users, both local and remote, processed (Remedy) trouble tickets a week with an average resolution time of 48 hours or less. * Project Manager for the transfer and modification of network infrastructure. (Performing the installation, terminating, labeling, testing, and troubleshooting of voice and data) services throughout the Headquarters building, minimizing lost man hours and maximizing resources during organization. * Coordinator of resources with outside agencies (HP, Dell and the US Army Europe Enterprise Service Desk) including warranties and hardware procurement. * Developed and ensured compliance with standard operating procedures related to help desk operations. * Created a full diagram of the organization's network and information systems that proved crucial to the successful growth of the organization and the location of specific equipment for rapid deployment. * Trained and mentored help desk technicians, including running, terminating and testing of CAT5 cable, building a confident and competent team dedicated to maintaining network operations. HELPDESK TECHNCIAN
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