SUMMARY:

• I am a dedicated and self - motivated professional over 5 yrs. of experience in business IT Helpdesk, Network support, and Administrator and a proven track record in a high-paced enterprise network environment holding responsibilities in multiple IT areas.
• I possess a wide range of IT skill sets including, but not limited to, hardware and software lifecycle management, network infrastructure planning, implementation, and troubleshooting uncommon issues.

TECHNICAL SKILLS:

Hardware: Cisco Routers, and Switches; HP, Samsung, Dell, Lenovo, Acer, Sony; Printers (HP, Samsung, Canon, Brother, Epson); iPhone and Android Phones series, Point of Sale Systems; Wireless Routers & Access Points

Software / Applications: Cisco ASA and IOS Configuration; Windows Server 2003, 2008; Windows (XP, Vista, 7, 8, 10, Server); Microsoft Office (Word, Excel, Power Point, Outlook), Adobe, Remedy

PROFESSIONAL EXPERIENCE:

Confidential, Richmond, VA

IT Specialist / Network Support / Administrator

Responsibilities:

• Support Tier 1,2,3 technical-support including configuring, testing, and troubleshooting network connectivity and wireless access for local and remote computers or devices
• Support Tier 1,2,3 technical-support including format, install, set up, maintain, and troubleshoot desktop and laptop computers with and for end users. Set up and troubleshoot domains, user accounts and software accounts
• Support Tier 1,2,3 technical-support including remote administration and management of customer premises equipment
• Support Tier 1,2,3 technical-support including add or replace memory, new keyboards, motherboards, and other components
• Assisted configuring and installing VPN (Virtual Private Network), LAN (Local Area Network) and WAN (Wide Area Network) and other systems such as hardware, applications, proxy and firewall conflicts
• Assisted configuring, verifying and troubleshooting EIRGP, OSPF, and BGP
• Assisted on Cisco routers (2800s, 3800s), Catalyst switches (2960, 3550, 3560, 4500), and Firewalls (PIX, ASA 5500s)
• Assisted configuring, implementing, and troubleshooting layer 2 switching: Trunking, RSTP+, Ether Channel, Inter-VLAN, and HSRP

Confidential, Annandale, VA

Helpdesk Support / Network Support / Administrator

Responsibilities:

• Support Tier 1,2,3 technical-support including major operating system upgrade for each desktop client in the company.
• Provide seat management and Tier 1,2,3 technical-support including: Advanced troubleshooting, Data Encryption / Decryption, Configuration, Installation, Repair and Administration of (End User Devices) and supporting software / Applications.
• Support Tier 1,2,3 technical-support including determination cause of service interruptions including hardware failure for network PC desktop, printer and other peripheral.
• Support Tier 1,2,3 technical-support including for Windows Server, VM and networking experience as well as a laptop/desktop break fix background
• Assisted configuring, and troubleshooting LAN Switching and layer 2 troubleshooting skills (STP, VTP, port security)
• Assisted installing, configuring and troubleshooting network routers, switches, F5 load balancers, and security devices.
• Assisted performing IOS firmware upgrade and maintenance on all Cisco routers and switches.

Confidential, Ashburn, VA

Sr. Technical Support Analyst

Responsibilities:

• Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues. Own issues through resolution working with business and development groups.
• Account management, Provide ID and password reset in accordance to outsource client process and procedures.
• Responsible for supporting more challenging aspects of multiple applications, including the client’s Online, Directories, Fraud & Risk Support, and other new products.
• Educate clients on all supported product and software applications, usage, and functionality; ensuring client understands best practices
• Ensure Level 1 support service levels are met or exceeded; Manage 2nd level technical support and operational customer service needs for Confidential Client Institutions using one or more of the Confidential supplied software products and provide reporting and portfolio management for assigned products.

Confidential, District Heights, MD

IT Specialist / Entry level Network Support

Responsibilities:

• Maintained and configured Cisco LAN/WAN and tested Security and Basic IPT equipment.
• Provided Network Operations Support, identified problems and gave resolutions.
• LAN/WAN troubleshooting and support
• Provided 24/7 technical support assistance for after sales services of network solutions.
• Submitted daily reports to the Network Operations Manager.

Confidential, Fairfax, VA

Helpdesk Support

Responsibilities:

• Assisted for Windows Server, VM, Active Directory and networking experience as well as a laptop/desktop break fix background
• Provide all first level technical support and escalate as needed
• Providing 2nd line technical support, answering support queries via phone & email.
• Handled incoming support calls from clients all over the company.
• Assisted in updating the technical support policies each time a new issue was discovered.
• Gathered and submitted support log to management at the end of each day.
• Handled the tasks of selling computer hardware as well as peripherals to corporate sector and dealers. Sold various types of brands like Confidential, Confidential, Compaq and Macintosh
• Managed and Troubleshoot users PC and Printer issue.
• Windows troubleshooting and configuration issue as user requested.
• Assisted in updating the technical support policies each time a new issue was discovered.
• Specialized in computer system and laptop sales to business and personal customers. Maintained comprehensive knowledge of hardware, software, trends, and new releases.