Edward Pressley
Washington,DC,DC
Summary
Professional Help Desk Analyst with proficiency in providing excellent and efficient technical support. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain satisfaction and contribute to company success and growing businesses. Experienced with an eagerness to continually develop relevant skills.
Overview
14
14
years of professional experience
Work History
Executive Support
GTT
Arlington, VA
02.2024 - 10.2025
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed and maintained hardware and computer peripherals to store tangible components.
- Offered assistance in implementing and developing training programs.
- Generated reports to track performance and analyze trends.
- Used ticketing systems to manage and process support actions and requests.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
Desktop Administrator
IIE
Washington,DC, DC
12.2023 - 02.2024
- Resolved incidents related to hardware malfunctions or software incompatibilities.
- Maintained inventory of all equipment, hardware, and software upgrades.
- Applied internal policies and procedures to new desktop system onboarding processes, installing required software and peripherals per guidelines.
- Installed, configured, and maintained desktop hardware and software for end-users.
- Managed user profiles, security access and shared file structures.
- Installed, updated and configured hardware and software.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Set up user accounts, profiles, and passwords in accordance with company policies.
- Provided remote assistance for remote users experiencing technical difficulties.
Tier 3 Help Desk
ISI
Washington,DC, DC
07.2022 - 02.2023
- Interact with Tier 1 and Tier 2 Technical Support providing support and guidance on difficult issues.
- Supplied close support to Executive Clients and users.
- Responding and assisting with escalations.
- Assist clients with troubleshooting Office 365 problems and issues Adobe troubleshooting.
- Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved.
- Resolved Executives complaints regarding software usage or network connectivity problems.
Desktop Administrator
INOVA Health Systems
Fairfax, VA
01.2022 - 06.2022
- Responding to the help desk requests and solving them; Installing and testing computer-related equipment.
- Knowledge of Active Directory and management of Windows domains.
- Zendesk ticketing system used
- Installed, configured, and maintained desktop hardware and software for end-users.
- Set up user accounts, profiles, and passwords in accordance with company policies.
- Supported users with in-person and remote technical assistance.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Provided technical and operational support for entire organization.
IT Help Desk Administrator
FP1 Strategies
Arlington, VA
06.2021 - 09.2021
- Managing Zoom, Skype and Teams activities and troubleshooting
- Setup and managed conference rooms A/V
- Install, configure, and support workstation software, hardware, printers, and phones
- Responded promptly to customer complaints in a professional manner.
- Provided technical support to clients via phone, email, and remote access.
- Assisted users with troubleshooting computer issues via remote desktop sessions.
Help Desk Administrator
ATD
Alexandria, VA
10.2020 - 03.2021
- User administration in Active Directory, Office 365, and Azure
- Maintaining hardware and software inventory of all laptops, tablets and mobile devices
- Install software on user machines
- Diagnose and resolve basic user issues on hardware and software issues
- Imaging Coordinate with vendors on hardware replacements Assist users in setup of audio visual tools in conference rooms
- Cameras, speakers, video conference equipment
- Skype BMC Client Imaging Active Directory Customer Support Supporting Windows, Office, Mac Os
IT Support Analyst
Freedom Mortgage
Woodbridge, VA
03.2020 - 09.2020
- Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones, VPN and Cisco phones and other computer and telecommunications equipment.
- Assisted in the installation and configuration of new computer systems including operating systems, drivers, applications, and peripherals.
- Advanced printer / peripheral device troubleshooting Remote support for handheld smartphones and tablets
IT Generalist
British Embassy
Washington,DC, DC
07.2019 - 11.2019
- Handling issues that the first-level technical support staff could not resolve and troubleshooting specific systems errors and issues
- Troubleshot and resolved problems with programs and systems.
- Provided support to end-users in troubleshooting application issues.
IT Technician
Housecall LLC, The House of Representatives
Washington,DC, DC
11.2018 - 02.2019
- Setting up workstations with computers and necessary peripheral devices.
- Checking computer hardware Installing and configuring appropriate software and functions according to specifications Installed and handled Windows as well as MacOS Os, Ipads, Tablets
- Installed and configured hardware, software, systems, networks, printers, and scanners.
ITS Help Desk
Old Dominion University
Norfolk, VA
01.2012 - 05.2016
- Performed troubleshooting on various software applications and systems.
- Resolved customer service issues related to IT systems in a timely manner.
- Assisted team and end-users with hardware and software configuration, setup and troubleshooting to maintain system functions
Education
Some College (No Degree) - Information Technology
Minor: Leadership
Skills
- Teamwork and Collaboration
- MS Office
- Mobile Device Management
- Application Support
- Software Installation
- User Support
- Customer Service
- Technical Support
- Technical Troubleshooting
- Antivirus Software
- Hardware and Peripherals
- Hardware Upgrades
- Application Installations
Timeline
Executive Support - GTT
02.2024 - 10.2025
Desktop Administrator - IIE
12.2023 - 02.2024
Tier 3 Help Desk - ISI
07.2022 - 02.2023
Desktop Administrator - INOVA Health Systems
01.2022 - 06.2022
IT Help Desk Administrator - FP1 Strategies
06.2021 - 09.2021
Help Desk Administrator - ATD
10.2020 - 03.2021
IT Support Analyst - Freedom Mortgage
03.2020 - 09.2020
IT Generalist - British Embassy
07.2019 - 11.2019
IT Technician - Housecall LLC, The House of Representatives
11.2018 - 02.2019
ITS Help Desk - Old Dominion University
01.2012 - 05.2016
Old Dominion University - Some College (No Degree), Information Technology