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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 w (xxx-xxx-xxxx w


Objective: (Insert Target Position Name Here)

Accomplished w Client Centered w Detail Driven w Quality Focused w Highly Effective




      Extensive and progressively responsible experience in providing effective IT user service

      Proven ability to receive and respond to Information Technology Support / Help Desk calls, provide technical problem identification and resolution, software training and escalate problems to the next level of support as appropriate

      Adept at articulating complex technical concepts to users of varying technical understanding

      Demonstrated ability to collaborate with staff, management, technical personnel and others at all organizational levels

      Outstanding blend of organization, prioritization, leadership, and interpersonal skills

      Proficient with all aspects of leading office software and operating systems

Key Strengths

      Deep Technical Knowledge

      Detail and Accuracy

      Efficient Customer Service

      Team Contribution and Support

      Analytical Problem Solving

      Regulatory Compliance

Selected Key Achievement

         Recognized by Department of Homeland Security (DHS) leadership for superior and excellent service.


Career Track


EMCOR Government Services, Crystal City, VA, 2013 2018

Technical Support Technician

         Proficiently provided telephone and onsite user support and assistance. Added, removed and terminated users as needed; provided appropriate file access to users.

         Provided support for audiovisual functions and supported all associated applications.

         Technical environment: Active Directory, Image computer system, MS Office Suite, Lotus Notes setup and configuration, JDE app, OS Windows 7, 8, 10, NT desktop and server.


TEKsystems / L-3 Communications, Rockville, MD, 2012 2013

Senior Helpdesk Support Technician

         Served internal and external customers of Montgomery County, MD Government offices providing computer hardware, software, network, and telecommunications systems support.

         Diagnosed, identified and analyzed functional problems using historical database records; alerted management upon discovery of recurring problems and patterns.

         Maintained and updated records and tracking databases.

         Technical environment: Windows 2000, XP, 2007, VISTA and Windows 7 Environment supporting MS Office Suite 2003, 2007, and 2010.


TEKsystems / Lockheed Martin, City, State, 2008 2012

Senior Desktop Support Technician

         Provided detailed end-user support and customer service for various Department of Homeland Security (DHS) agencies including in cleared areas for the DHS Directorate of Science and Technology (S&T).


Yyyyyy x. yyyyyy, Page 2 of 2


Professional Experience, continued


         Conducted detailed troubleshooting; supported desktop and laptop computers, mobile devices (Blackberry), software applications and other hardware accessories for various DHS campuses.

         Ensured equipment efficiency and function in various technology labs.

         Managed distribution of technical manuals and service updates for all applicable office areas.

         Performed all duties within guidelines of DHS computer policies and protocols for federal employees and contractors. Recognized by DHS leadership for superior and excellent service.

         Technical Environment: Windows XP, Windows 7, and MS Outlook 2010; Dell Hardware.


Earlier Professional Experience

         Network Administrator, Dynamix Corporation, City, State. Provided superlative system administration, installation, upgrade and maintenance services in Novell and Windows NT environments. Installed systems and infrastructure at operations sites serving up to 100 workstations.


Education and Professional Development


CTS Computer School, Alexandria, VA


RETS Computer School (Basic computer electronics)


Professional Development

         Implementing and Supporting Microsoft Windows 95, 98, 2000, WME, XP, WIN7

         Implementing and Supporting Microsoft Windows NT Server, Windows 2000, 2003& 2008

         Old Dominion University Program for continued learning (IntranetWare 4.11)

         Computer Training (IBM RETS 6000) Harper & Company


Additional Information


Technical Skills


Remedy, Active Directory, IBM PC and compatibles, Macintosh, Cisco/Ascend Routers, Hubs, MS-DOS, OS/2, IntranetWare 4.1, Windows 95, 98, 2000, ME, NT, Novell NetWare 3.12, MS-Office, ARCserve, WordPerfect, LANtastic, Novell GroupWise, Netscreen Router, Exchange Server, Windows 2003 Servers, Netgear Firewall and Router.



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