SUMMARY:

16 Years of diversified desktop support and network support. Providing deskside support to the Public Trust at the Confidential. Have Government Security Clearance. New focus on CyberSecurity. The 6 years IT support in the healthcare industry. Saved multiple companies money in purchases and re - allocating of old unused computer equipment. Reduced and improved expenses, performance, troubleshooting. Disposed of PII hard drives to vendor.

TECHNICAL SKILLS:

Operating Systems: Windows 7,8,10 Enterprise; MAC OSX, Linux, Python, MetaSploitable

Server System: Windows (Active Directory) SCCM, Windows Sysinternals, and Exchange 2010, dBAT

Networks: TCP/IP; DHCP; DNS; 802.11 b/g/n; Ethernet 10/100/1000mb, Level 2-4, PuTTY

Hardware: HP; DELL; NUC (Next Unit of Computing), Microsoft Surface; desktops; laptops; IP Phones IPhone; iPad; Sharp AQUOS; Ricoh/XEROX MFP; switches; wireless routers

Applications: Office365; Outlook; Teams; Word; Excel; Adobe Acrobat; Skype for Business/ Jabber; Citrix Cisco Desktop Agent; Camtasia; XWindows; Mocha; CareCastRemote Desktop Bomgar; Windows RD; Microsoft Teams, Zoom and WebEx Communications; PC Anywhere; Dameware; TightVNC; LogMeIn; Citrix Desktop; Dropbox for Business

Administration: McAfee Endpoint; Altiris Deployment Console; Symantec VIP Manager; Google Business Wireless Connection T-Mobile, AT&T; Verizon; Sprint; AirWatch; MobileIron

Service & Support: ServiceNOW; Altiris Helpdesk; Remedy; Hyena; Fischer; SolarWinds

WORK EXPERIENCE:

System Administrator/IT Support Technician

Confidential, Miramar, Fl

Responsibilities:

• Ability to troubleshoot and resolve end user hardware and software problems
• Supported all levels of hospital employees. Part of team that supported over 3000 users, Troubleshooting, Moves/Adds/Changes of Printers Applications
• Swap out parts when necessary (hard drives, memory).
• Provide Monthly Inventory Control of all Pc’s and printers at the local Office.
• Use PowerShell to perform SCCM remote installs.
• Use Bomgar, RDP, and Teams for Remote support and installs of printers and software.
• Configuring, setup, and branding of all Lenovo laptops including dual monitors using Lenovo System Updates.

Operating Systems: Windows 10; Office 365, iPhone, Teams.

System Administrator/IT Support Technician

Confidential, Miami, Fl

Responsibilities:

• Elevated Admin privileges required to perform my job. Duties include installation, configuration and management of site networked workstations, laptops, printers, and other peripherals.
• Duties also included: applications/software installation (O365) configuration and management and all tasks associated in providing customer service/helpdesk support to facility staff.
• Hard Drive and memory proper preparation for destruction. Including prepare VA form detailing serial number, computer name, and TMG destruction certificate reference number.
• Removed for destruction over 3,400 hard drives: 5,000 memory sticks.
• The ability to enable/disable ports and perform basic troubleshooting as well as accessing closets to verify patch cable connections.
• Supported all levels of hospital employees. Part of team that supported over 1000 users.
• Troubleshooting, Moves/Adds/Changes of Printers Applications will assign the following: VistA Menu: R03 Create/Edit VistA Device.

Operating Systems: Windows: 7,8; MAC OSX, Office 2010, Office 2013, O365, iPhone

Desktop Support

Confidential, Plantation, FL

Responsibilities:

• Document Management, printer configurations, problem reporting and solving issues.
• Devise solutions to solve problems using standard procedures.
• Experience with installs, configurations, upgrades, and troubleshooting for desktop support.
• Knowledge of Enterprise Service Desk environment (KISAM).
• Ability to troubleshoot, resolve end user hardware and software problems (Dell, HP Laptops).
• Configuring and setup Office 365 for auto login.
• Identify hardware and software issues: system malfunctions, secure data collection, including backup and recovery of PII.
• Verifyingnetwork connectivity, verifying IP addresses, add or remove systems from the domain.
• Monitor network and laptop systems for messages, operating systems failures & malfunctions.
• Perform all steps for preparing, imaging (installing the operating system SW), installing and configuring baseline SW requested in the build request utilizing manual and automated installations (Altris automation).
• Support provisioning and replacement of IRS laptop & Desktop workstations with 5 - day support.
• Perform quality checks on all computers prior to shipping.
• Use test equipment to diagnose.
• Update all database records including KISAM (Service Manager request and Asset Manager).
• Diagnose and repair computer and network problems.
• Manipulation of Software or Hardware and to provide other adjustments.
• Provide component level troubleshooting including BIOS.
• Swap out parts when necessary (hard drives, memory).
• Detailed report of equipment malfunctions, actions needed and taken to resolve issue.
• Operating Systems: Windows: 7,8; MAC OSX; Office 2013, O365; iPhone, Android.

Desktop Support & IT Coordinator

Confidential

Responsibilities:

• Desktop Support liaison for employees resolving desktop support issues.
• Install new computers with network connectivity printer, monitors, and software.
• Provide computer users and executives within person and remote desktop support obtaining high satisfied ratings.
• Responsible for all printer break fix, printing, installation issues.
• Citrix and VMWare support.
• Configuring, setup, and branding of all HP laptops including dual monitors using docking station.
• Voicemail, email, remote access (Bomgar, LogMeIn) and in person requests for hardware, software, network, and mobile devices (iPhone and iPad), Samsung Galaxy S7 - 9, NUC.
• Troubleshoot all issues including virus and malware, Windows Win 10 installation, setting up printers, etc.
• Investigate and resolve desktop software and hardware problems for employees.

Operating Systems: Windows: XP,7,8; MAC OSX.

Desktop Support / IT Support Specialist

Confidential, FL

Responsibilities:

• Provided all desktop, laptop, printer, and proprietary software support and administrative functions to support desktop user issues.
• Configured and purchased Windows 7, 8 desktops for employee productivity.
• Investigated and resolved desktop software and hardware problems for employees including executive level.
• Voicemail, email, remote access (PC Anywhere) and in person requests for hardware, software, network, and mobile devices (iPhone and iPad).
• Purchased within budget wireless conference phone and new projector for use in the conference rooms.
• Provided President, Director, and management level desktop support.

Operating Systems: Windows: XP,7,8; MAC OSX.

Desktop Support / Help Desk Analyst

Confidential, Miramar, FL

Responsibilities:

• Desktop Support liaison for over 2,000 employees resolving desktop support user issues.
• Provided support thru the phone, email, fax, and remote connection. The homecare provide has over 2,000 employees that needed a diverse use of communicating information.
• Investigated and resolved desktop software and hardware problems for employee users.
• Answered, evaluated, and prioritized incoming calls: average 35/day.
• ServiceNOW, Remedy, voicemail, email, remote access (Bomgar) and in person requests for hardware, software, network, and mobile devices (iPhone and iPad).
• Handled problem recognition, research, resolution, and follow-up for resolution.
• Provided multi-level support for desktops, laptops, printers, wireless devices including WIFI and mobile devices using AirWatch and Symantec VIP Manager, (always took into consideration what the customer wanted and was requesting).

Operating Systems: Windows: XP,7,8; MAC OSX, Office 2010, Office 2013, O365, Android.

Desktop Support

Confidential, Ft Lauderdale, FL

Responsibilities:

• Go to Desktop Support liaison who provided support for main global corporate IT office users to resolve hardware issues.
• Supported included MAC OS, MAC OSX, MAC’S and PC’s, email, printing, and network support.
• Voicemail, email, remote access (Bomgar) and in person requests for hardware, software, network, and mobile devices (iPhone and iPad).
• Responsible for keeping track of software inventory for the end of each year reporting findings.

Operating Systems: Windows: XP,7,8; MAC OSX.