OBJECTIVE:

Contribute to the enhancement of your company's image through exceptional customer service.

PROFESSIONAL SUMMARY:

• Excellent customer service
• Ability to quickly adapt and learn new skills
• Current Public Trust clearance
• Bomgar Remote Support
• Dragon Naturally Speaking 13
• JAWS 16
• ZoomText 10.1
• Microsoft System Center Configuration Manager 2007
• Windows Server 2003/2008 system administration
• Web Design
• MS FrontPage
• Adobe Dreamweaver
• Remote desktop administration via DameWare
• HP Data Migration Tools
• Confidential Ghost
• Windows 7 system administration
• Dell and IBM PC/laptop setup and installation
• PC/Mac software and hardware installation
• Microsoft System Center Configuration Manager
• Network/local printer setup and installation
• Microsoft Office 2016
• TCP/IP troubleshooting
• Data recovery
• Active Directory
• VMware Converter/Player/Fusion

EXPERIENCE:

Confidential

Software Tester/Desktop Support Engineer, Washington, DC

Responsibilities:

• Test functionality of the following assistive technology software:
• JAWS 14
• Dragon Naturally Speaking 12
• ZoomText 10
• Magic 12
• Test new software\updates to ensure Section 508 compliance for users that are deaf, blind, or vision - impaired.
• Follow testing criteria as outlined in the test plan.
• Meet with change requestors to determine the scope of a requested test.
• Document and deliver test results to the test lab manager.
• Research requested information regarding currently existing and newly emerging Assistive Technology software.
• Serve as backup to the test lab manger by assisting with the completion of testing non-Assistive Technology software/hardware for the Common Operating Environment.
• Attend available training/webinars regarding best practices for 508 compliance in the federal environment.
• Provide “white-glove” service to the Disability Resource Center for resolving issues with Assistive Technology.
• Provide desktop support operations for all branches of the Confidential (DOT).
• Provide remote assistance via Bomgar.
• Manage assigned tickets in Remedy ticketing system.
• Perform Windows 7/8 migrations.
• Upgrade/replace Dell laptop and PC hardware.
• Provide support for iPhone/iPad environment.
• Document and share resolutions/instructions with desktop support team.

Confidential

Windows 7 Migration Technician, Lanham, MD

Responsibilities:

• Assist Confidential in the Windows 7 migration project for over 8,000 Confidential employees.
• Support Department of Housing and Urban Development ( Confidential ) via phone and Remote Desktop.
• Monitor calls and assist users with wide array of questions and technical issues.
• Perform user data backup/restore procedure via VMware Converter/Player virtualization software.
• Maintain list of machines being migrated via Migration Management Console (MMC).
• Monitor up to 700+ computers a week through Migration Management Console.
• Map network printers and install software applications.
• Assess and resolve pre & post migration issues.
• Recover missing data.
• Provide remote desktop support for resolution of trouble tickets in Service Desk.
• Document and certify completion of migrations to project team.

Confidential

IT Specialist, Lanham, MD

Responsibilities:

• Part of the IRS Windows 7 migration team test group for national headquarters.
• Capture Windows XP data and deploy on Windows 7 laptop using HP Data Migration Tools software.
• Provide desktop and remote support to assigned users on Windows XP/7 platforms.
• Install/configure approved software applications including:
• Dragon Naturally Speaking
• JAWS
• ZoomText
• Microsoft Office 2010
• Perform HDD data recovery.
• Install/repair drivers.
• Edit registry files.
• Utilize VB/WYSE scripts.
• Image and deploy HP laptops for new hire and refresh projects.
• Manage assigned tickets in HP Service Manager.
• Maintain inventory log of incoming/outgoing equipment.
• Provide tier 2/3desktop support for Windows XP/7 operating system & hardware issues.
• Map users to network drives and printers.
• Upgrade/replace laptop and PC hardware.
• Setup VPN via Enterprise Remote Access Project installation.
• Configure Guardian Edge encryption software.

Confidential

Desktop Support Technician, Annapolis Junction, MD

Responsibilities:

• Oversee Desktop Support operations for mid-sized call center and back office.
• Connect users to Outlook e-mails, network printers, and shared drives.
• Conduct daily tests of phone systems, server, and e-mail.
• Install Microsoft 2010 applications.
• Swap out data tapes.
• Manage hardware inventory.
• Activate BlackBerry devices.
• Perform software upgrades.
• Resolve trouble tickets in ServiceDesk Plus ticketing system.
• Provide remote Windows XP/Windows 7 support via HP Remote Assistance/Remote Desktop.
• Manage user accounts and group policies via Active Directory.
• Coordinate the receiving of PC/laptop workstations and peripherals.
• Image desktops and laptop machines via Microsoft System Center Configuration software.

Confidential

Field Service Technician, Laurel, MD

Responsibilities:

• Provide desktop support operations for the major call center and branch offices.
• Remote server support via HP Integrated Lights-Out 2.
• Maintain\resolve trouble tickets in HP Service Manager ticketing system.
• Remote Windows XP support via HP Remote Assistance/Remote Desktop.
• Monitor APC Back-UPS units via PowerChute monitoring software.
• Manage user accounts and group designations via Active Directory.
• Assist end-user with Citrix application issues.
• Image new desktops/laptops via Microsoft System Center Configuration Manager (SCCM).
• Connect users to network printers and shared drives.
• Install replacement HP desktop hardware.
• Apply group policy updates.
• Install approved software via System Center Configuration application.
• Educate users on the basic features of Microsoft Office 2007 applications.

Confidential

Lead Technician, Hanover, MD

Responsibilities:

• Image new desktops via Confidential Ghost imaging software.
• Replace older desktop/laptops with new systems.
• Perform desktop/laptop data migrations.
• Receive calls from field users requesting remote data migration for laptops.
• Provide remote data migration via DameWare remote software.
• Run group policy updates.
• Manage User accounts via Active Directory.
• Connect users to network printers and shared drives.
• Restore Outlook PST and signature files.
• Perform RAM memory upgrades.
• Install approved software requested by user.
• Log/update new requests for laptops into the Tivoli ticketing system.
• Follow up and update outstanding trouble tickets.
• Install Microsoft Office 2007 suite.
• Educate users on the basic features of Microsoft Office 2007 applications.
• Provide daily progress report to the IT Project Manager.

Confidential

IT Support Technician, Waldorf, MD

Responsibilities:

• System administration using Windows Server 2008 and Hyper V Manager in a PC and Mac environment.
• Remote desktop support via Go To Assist Express/Log Me In.
• Provide customer service over the telephone and in person with the following: connecting to network drives/printers installing and accessing/removing software setting up new computers for usage installing/troubleshooting LAN routers, network hubs, and rack-mounted switches
• Perform RAM memory installations.
• Printer networking.
• Connect Outlook e-mail to exchange server.
• Run Windows XP applications on Mac OS 10.5 operating systems via VM Ware Fusion.
• Remove viruses and other malicious programs via Confidential Endpoint Protection.
• Educate PC users on virus/malware prevention.
• Clone hard drives.

Confidential

PC Support Specialist, Crownsville, MD

Responsibilities:

• Software and hardware installation/removal.
• Confidential Endpoint Protection security software deployment.
• Connect user to network printers.
• Connect Outlook e-mail to exchange server.
• Remote desktop support via Go To Assist Express.
• Provide telephone help desk support with the following:
• Connecting to the network
• Setting up VPN connections
• Creating/updating user accounts and passwords via Active Directory
• Windows Server 2003 administration.
• Windows Vista system administration.