SUMMARY:

• Talented and tech - saavy information technology specialist with demonstrated success in providing comprehensive support for network connectivity, applications, hardware, and operating systems. Innovator with a track record of developing procedures that improve service quality.
• Outstanding troubleshooter with the ability to quickly diagnose and resolve both small and large scale system/network issues.
• Proven ability to create and deliver solutions that exceed corporate objectives tied to business and technology performance.
• Comfortable operating in a wide range of platforms and environments. Effective communicator; able to explain complex processes in easy-to-understand terms for end users.

TECHNICAL SKILLS:

• Fluency in Spanish/English.
• Proficient with a variety of software programs including: Office 365, One Drive, Symantec EndPoint Protection, Adobe Acrobat 7.0., Citrix, Bomgar, Remedy, Norton Anti Virus, McAfee Anti Virus, iCloud, Automated Software Installation Tools, Active Directory.
• Operating systems: Windows XP, Windows 7, Windows 8 and 10, Apple OS
• Identity and Access Management
• Side by side Migration
• Knowledge with LAN & VPN/Remote Connectivity, and Active Directory.
• Proficiency in using Logmein, Team Viewer, PC anywhere and Remote Desktop Connection
• Experience with system deployment of desktop, laptop, workstation and system set-up.

PROFESSIONAL EXPERIENCE:

Confidential, Herndon, VA

PC Network Support

Responsibilities:

• Provide second and third level technical support to end-users and perform troubleshooting techniques over the phone or via sccm remote connect to identify and resolve issues.
• Offer the highest level of customer support service by prioritizing issues and answering user’s request in a timely manner minimizing downtime.
• Follow policies and standards as described in the corporate IT.
• Assist the Systems Administrator as needed.
• Deployed desktop images to end users.
• Accurately processed and documented work progress and updated notes using vfire software.
• Knowledge of Windows 7 and Windows 10 as company currently runs both operating systems.

Confidential, Washington, DC

IT Support Specialist

Responsibilities:

• Provide computer help desk support via telephone communications, via chat-video conferencing and in person with end-users for English and Spanish speaking.
• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.
• Closed 95% of trouble tickets on the first call without escalation.
• Assised Tier 3 team on providing support and condunting research.
• Created a step by step support guide for lower Tiers.
• Assisted in planning and executing two operating system upgrades across the entire company.
• Install, configure and modify hardware and software to ensure optimal performance

Confidential, Reston, VA

IT Support Specialist

Responsibilities:

• Imaged and transfered client's data from Windows 10 to Windows 7, installed multiple programs including Office 2010, backing up and restoring all user data
• Reset passwords and unlocked accounts in Active Directory, Re-create any hardware-software issues to the escalation team.
• Encrypted user’s computer and data and installed local and network printers
• Break down systems and work with customers to determine needed hardware or software changes, took systems offline as needed for major repairs/reimage or rebuilds.
• Coordinated job sites, ordered parts and managed inventory. Report on status of development, quality, operations.
• Installed updates or new software and remove malicious programs
• Provided desktop support and break/ fix support.
• Establish a list of approved devices for 200 employees and their mobile devices
• Set up new mobile devices for users. Re-install operating systems. Setup work email on mobile devices.

Confidential, Sterling, VA

IT Support Specialist

Responsibilities:

• Formulate data from multiple departments and established cleansing and mapping.
• Deploying Windows 7 migration, transferring the client's data from Windows XP to Windows 7, installing Office 2010, backing up and restoring all user data, copying all user’s data information for backup.
• Provide technical support, troubleshooting and install system updates.
• Re-create any hardware-software errors. Load specific softwares to specific departments.
• Install local and network printers.

Confidential, Reston, VA

IT Support Specialist/Migration Lead Technician

Responsibilities:

• Repair, install, upgrade, and maintain desktop and notebook computers. Performed data entry for user’s computer history records using Remedy Ticketing such as add or remove computer’s serials number, provide incident request tracking, edit or close user’s incidents tickets after providing troubleshooting.
• Load and test image/software on workstations for deployment. Set up equipment, load financial business unit and custom user applications with Software Center deployment software, testing for application compatibility and restoring all user data.
• Providing desktop support, break/ fix support, equipment deployment and configuration, PC imaging and software application deployment. User data migration to new PC and imaging workstations using Symantec Ghost imaging software.
• Work extensively with users to verify successfully transfer of personal data, successfully install all equipment, successfully install all user’s specific software request and provide guidance and demos for new OS and software.
• Re-create any hardware-software issues or errors of the migration or deployment process for the escalation team to identify and document a resolution. Assist escalation team on basic scripting errors.
• Assign to onsite lead engineer/manager to become responsible for $250,000 worth of computer and accessories daily. Manage 20+ technicians for daily migrations. Provide training and or consultation for newly hired technicians and provide troubleshooting assistance.

Confidential

Help Desk/Technical Support

Responsibilities:

• Provide computer help desk support with end users via telephone communications, in person, or remotely.
• Identify, isolate and repair computer equipment showing wear and tear.
• Remove viruses, malware.
• Install Operation Systems and software
• Create and disable user accounts and resolve user account and folder permission access.
• Router/Modem configuration.
• Troubleshoot hardware, printers, and router connections.
• Repair laptops, desktops, and printers.
• Deliver Windows 7 migration, experience in providing Desktop/Hardware Refresh and provide technical support in desktop/network deployment and maintenance and disposal for Best Buy throughout Virginia, West Virginia and Maryland.

Confidential, Fairfax, VA

Help Desk/Technical Support

Responsibilities:

• Worked for HP, AVAST and COX as a tech support through phone, e-mails and instant message.
• Successfully removed all malicious programs, virus and malwares.
• Provided troubleshooting and configuration support for client devices and networking environments.
• Worked with Citrix, Chromatix as a ticketing system, and Bomgar for remoting.
• Managed an average of 45 calls per day.
• Provided technical support over the phone promptly and effectively to all end users.
• Diagnosed and resolved a wide range of technical issues.
• Took ownership of a call and see it through to closure.
• Escalated calls and issues when necessary to senior managers & team leaders.
• Ensured that all call details are captured and entered in the logging software.
• Analyze problems, develop creative solutions and updated support documentation.
• Installed, set-up, provided support, Resolved problems and performed updates with Windows 7, Windows 8, Apple OS X and mobile devices.