SUMMARY

• A solutions - focused, resourceful and highly motivated IT Professional wif extensive expertise in administering onsite and remote support for hardware, software, OS, printers, mobile devices and telecommunications equipment.
• Seeking next level career advancement to leverage comprehensive skill-set and proven aptitude to support cross-functional teams wif complex tasks while targeting inefficiencies to reduce costs.

TECHNICAL SKILLS

Remote Access (VPN) Clients: Bomgar, Remote Desktop, Dame Ware

Applications & Software: Microsoft Office Suite, Adobe, AirWatch

Email Clients: Good (Apple)

Mobile Devices: BlackBerry configuration, Apple, Android

Operating Systems: Windows 7, 8, 10

Ticket Systems: Remedy, HP Service desk, Service Now

Hardware: IT Essentials (PC software and hardware); Printers; general computer builds and repairs; hardware installations and swaps

PROFESSIONAL EXPERIENCE

Confidential, VA

Systems Administrator

Responsibilities:

• Tier 3 level Desktop support
• Asset management
• Resetting hung VDI sessions
• Tech refreshes, desk moves, or new desk setups
• Thin and thick client imaging via PXE or disc
• Install and configure software using Software center
• Setup accounts and workstations
• Upgrade systems wif new releases and modules
• Troubleshooting network severs

Confidential, DC

Service Desk Technician

Responsibilities:

• Providing Tier 1 & 2 technical support
• Answering phone calls and escalating as needed
• Managing technical equipment
• IPhone support (resets, account creation, device wipe, service activation) via AirWatch
• Managing ticket queue via Service now
• Temporary tokens

Confidential, Quantico, VA

Senior Desktop Support/Remedy Queue Manager

Responsibilities:

• Token/Pin Reset (NIPR/SIPR)
• Property management/deployments
• Telecom Support/VoIP phone installs
• Provided VDI, Tablet, and Laptop troubleshooting
• Account Creation/Password reset/Account unlock
• Imaging using ghost cast
• Provides Tier 1,2,3 technical support
• Create, manage, and escalated tickets to teh correct groups
• Made sure that policies and procedures were enforced attain contractual Service Level Agreement (SLA) metrics.

GDIT/ARMYArlington, VA

Customer Support Technician

Responsibilities:

• Provided technical support for teh Army Watch
• Performed STIGS and secured a variety of workstations
• Provide Tier 1 & 2 support
• Provided reports & updates for Outages
• Installed; configured; and upgraded computers as needed
• Assisted wif moves and special projects as directed
• Provides remote support user workstations and resolution of remote connectivity issues; as needed.

Confidential, DC

Mid-Level Desktop Support

Responsibilities:

• Provide technical support to several customers via telephone, email and through tickets daily
• Analyzed and troubleshooted software and hardware issues daily
• Identify and resolve issues pertaining to network configuration, web hosting and domain registration
• Created help desk documentation wif step by step instructions on problem resolving techniques
• Knowledgeable of PC setup and installation to include peripheral installations
• Maintained Ghost and Antivirus Servers
• Imaged computers via Ghost Cast Server
• Secured Network via Active Directory and Antivirus Server.
• Resolve Network Connectivity issues
• Responsible for creation and updates to problem tickets
• Assisted team lead and dispatchers in managing queue
• Worked in a VDI environment
• Worked to agreed SLA's in order to resolve customer issues in a timely manner
• Handled account creation and deletion

Confidential Washington, DC

System Admin

Responsibilities:

• Performed systems administrative and operational duties many computer systems
• Analyzed, evaluated and tested software and hardware problems
• Provided diagnosis, and repaired for microcomputer devices
• Also performed same functions for peripheral devices such as modems, scanners, printers, and fax devices
• Performed and managed refreshes
• Prepared activity and progress reports regarding support activities
• Performed installation, planning and security of computer facilities

Confidential, Washington, DC

Desktop Support

Responsibilities:

• Prepared incoming/outbound customer accounts for transfers
• Mapped customer network drives and Pst files
• Troubleshoot Active Directory accounts
• Possessed strong customer service and communications skills
• Documented, tracked, and monitored teh problem to ensure a timely resolution
• Managed accounts and properly maintained OU container using Active Directory. Created and disabled user accounts. Reset and changed passwords
• PIV Card Registration
• AV conference room setups

Confidential (Pentagon) Arlington, VA

Desktop Support

Responsibilities:

• Answered Help Desk phones and provided Tier 1 & 2 support to users on a variety of issues
• Responded to telephone calls, email and personnel requests for technical support
• Logged and prioritized calls and provided reports as required on Service Level Agreements (SLAs)
• Documented, tracked, and monitored teh problem to ensure a timely resolution
• Possessed strong customer service and communications skills
• Analyzed, evaluated, and tested software and hardware problems

Confidential Washington, DC

Internship

Responsibilities:

• Reviewed AV customer feedback and follow up
• Managed and implemented teh account management process to insure departed employees’ access was properly terminated to maintain Google doc licensing count
• Initiated necessary file transfers and worked wif teh necessary IT systems to identify users on legal hold and preserved data for those effected users
• Created encryption tickets for those who required an encryption
• Provided teh status of teh encryption process, determining if teh machine was encrypted, escalated, scheduled or refreshed
• VOIP phone setup
• Advanced CompTIA Certification training
• Customer service training
• Enrolled in Information Technology track, preparing students primarily for roles in desktop support, IT help desk, and business operations; mastered coursework in computer networking,computer troubleshooting and repair, business writing, professional skills, personal finance, customer service, and critical thinking;
• Customer Service training through teh premier Achieve Global Foundation