OBJECTIVE:

• Professional technical support representative seeking a Desktop Support, Field Technician, Desktop Administration, Desktop Support Engineer, Information Security, System Administrator, Network Support, or Desktop Support Supervisor opportunity.

SUMMARY:

• I’m a dynamic team player with excellent IT support skills, a solid understanding of network security fundamentals, hardware and software functionality, and excellent technical problem resolution abilities.
• I have a true passion for technology and helping people
• I always maintain a professional attitude and provide excellent customer service at all times.
• I work extremely well with teammates, other company employees, and end users
• I’m a expert at troubleshooting networking and security issues
• I’ve used various ticketing systems and remote technologies to resolve issues remotely
• I’m have strong knowledge of networking, windows servers, office 365, azure, Active Directory and Exchange.
• I work very well in fast pace environments handling large call volumes via phone, Teams, Skype for Business, and email.
• I can work any shift including overnight and I’m available even on the weekends
• I’m a self - starter and independent thinker with sound judgment for making sound decisions that allow me to work efficiently to increase productivity.
• I can work independently very easily to complete all my task in the require time frame.
• Im very organized and complete all task and projects on time.
• I have the capacity to learn existing and emerging technologies
• I have 7 years of professional IT experience along with 12 years of customer service experience

TECHNICAL SKILLS:

Software/Applications: OPCSI, SRTA, Crystal Reports, SIS Venture, Pulse Secure VPN, Zendesk, AWS Cloud Services, Microsoft Office Suite / 2010/2013/2016/365 , Microsoft Teams, Visio, SharePoint, PowerBI, Project, Skype for Business, Microsoft Dynamic, Callegro, ICMP (Cross), Citrix Access Gateway & Receiver, ADP Portal, eTime, Kronos, Sharepoint, Client Portal, Symphony Mainframe, Password Keeper, iTunes, Adobe Acrobat/Creative Suite/CloudConnectwise Automate, Sonic Wall Firewall, Net Extender vpn, Global vpn Java, Registry Cleaner, RightFax, Snipping Tool, Azure AD Connect, Chrome/Internet Explorer/Firefox/Safari/Edge, Command Prompt, Terminal, Windows Scripts, Network drive mapping with permissions configurations and organization, Oracle products, Cisco Webex, Cisco AnyConnect VPN, Force point, Carbon Black, SQL, RSA Console, Virtual box, Citrix VDI, CCPulse, TTWin, Wipe Drive, and SCCM

Encryption: (7 Years of Experience) PGP, McAfee Encryption, File Vault, Bit Locker

Microsoft Office Suites: (7 Years of Experience) Office, Office 2016, Office 365

VPN Software: (7 Years of Experience) Cisco AnyConnect, Pulse Secure, Global and Net Extender VPN for Sonic Wall

Remote Assistance Control Tools: (7 Years of Experience) Remote Desktop Connection, LogMeIn, GoToAssist, and Connectwise Automate

Ticketing System: (7 Years of Experience) Service Now Catalog, Nova, CA Service Desk Manager, CA Service Catalog, Synergy, WRM, Remedy, and Connectwise Manage

Apple OS: All Mac OS versions since and all ISO and Android versions up to Current.

Disaster Recovery: (2.5 Years of Experience) Veeam backup solutions and Storage Craft/Shadow Protect, and backing up user data to their H drive- personal network drive

Firewalls: (2.5 Year of Experience) Sonic Wall

Windows OS: (7 Years of Experience) XP, Vista, Windows 7, Windows 8, Windows 10, and Windows 11 up to current OS version.

Security: (7 Years of Experience) McAfee Endpoint Protection for Windows & Mac, McAfee HIPPS Firewall, McAfee Encryption, McAfee Agents, McAfee Firewall, McAfee Security Threat Prevention, McAfee Web Control, FileVault (Mac) Symantec, Norton, Trend. Sophos, Malware Bytes, Spybot, Absolute/Computrace, Cisco Nac Agent, Cisco NacNam, Airwatch, AirDefense, CCleaner, Voltage Secure Mail

Networking: (7 Years of Experience) Ethernet, TCP/IP, DNS, VOIP, DHCP, Windows Server 2003 up to Windows Server 2019, Active Directory on Premises and in Azure, OS X Server, Apple Centrify, McAfee ePolicy Orchestrator 4.5/4.6, Exchange 2003/2010/365 , Cisco AnyConnect VPN, VM Ware, VDI, Citrix Gateway, Virtual Infrastructure Client, Wave, IP-Edge Client, SCCM, ITCM, Windows Updates

Hardware: (7 Years of Experience) IBM Lenovo, Dell Latitude/Inspiron/OptiPlex/Precision//Monitors/Venue Pro/Surface tablets, Toshiba (All models), HP Pavilion, Apple MacBook Pro/MacBook Air/iMac/Mac Mini/IPad Mini/IPad Pro, Printers HP/Dell/Ricoh

Cisco: (7 Years of Experience) Routers, Switches, VPN, IP phones

PROFESSIONAL EXPERIENCE:

Confidential

Lead IT Specialist

Responsibilities:

• Always have a proactive attitude to provide great service and the best practices and standards
• Always go the extra mile to resolve issues
• Used Service Now for a while, then we transitioned to Connect Wise as our main ticketing system to support end users
• Support over 420 internal users between two government locations.
• Manage and support an entirely separate location of 160 end users aside from my main location alone.
• Image and setup laptops complete with all needed software and specifics, then distribute them to end users.
• Support and maintain email security by using proof point for email filtering security. I monitor security and educate users on email security regularly using Proofpoint.
• Maintain Sonicwall Firewall Security and configurations by supporting the internal database of user accounts, groups permissions, dpi request and vpn configuration, connectivity, and security maintenance.
• Quickbooks server and client support
• Onboard new hires and provide orientation and guidance to users on how to operate new software and computer equipment
• Offboard users by deactivating their AD, VPN, and office 365 accounts
• Support and maintain Azure, Azure Active Directory as well as on premise active directory using azure ad connect
• Develop and maintain local networks in ways that optimize performance
• Troubleshoot a wide range of internal applications and repair them as needed
• Ensure security and privacy of networks and computer systems is a priority
• Troubleshoot office 365 application and account issues
• Create office 365 accounts and configure them to the user’s and departments needs
• Troubleshooting multi-site Active Directory on Windows servers environments
• Create and maintain security for company network drives along with all company resources
• Troubleshoot VPN and network drives mapping and permissions issues
• Maintain network and local printer connectivity for end users
• Troubleshoot and support Citrix and workspace issues
• Manage the IT department’s inventory
• Create documentation for processes and procedures needed
• Support Microsoft O365 environment
• Support and maintain disaster recovery using Storage Craft / Shadow Protect, and Veeam, This allowed me to work with full virtual image copies the can be accessed through VMware
• Support and troubleshoot VMware issues
• Troubleshoot soft-phone issues
• Troubleshoot and maintain Printer server issues across sites
• Troubleshoot and support Mac, iPad, android and iPhone issues
• Perform troubleshooting to diagnose and resolve problems
• Workstation hardware /software management and troubleshooting
• Use SCCM to deploy updates and patches
• Help lead the department to improve our service and achieve new target goals

Confidential

Advanced Repair Agent

Responsibilities:

• I assisted external end users via phone, in - person, over email, and remotely to resolve all their technical issues
• I built great professional relationships with end users and provided great customer service
• Used Nova for main ticking system
• I installed ram, hard drives, power supplies, batteries, swapped out motherboards, dedicated graphics cards, keyboards and a long list of different operating systems.
• I resolved common lan and wan connectivity issues on devices
• I would troubleshoot a wide range of windows and Mac OS issues, as well as hardware issues, removal of viruses, optimize computer performance using advance repair tools along with the computer settings to best fit the user s needs.
• Make new hardware recommendations like an ssd or additional ram with a higher DDR if compatible, or an external wireless adaptor if the computer was a really old model.
• I replaced damaged or outdated hardware and also updated computers to the newest OS compatible with the device to provide the newest and most secure computer experience for the end user.
• I facilitated informative classes for groups of people to teach them how to operate pretty much any device they had questions about.
• Reimage Windows and Mac computers
• Configured Apple, Android, and Windows devices
• Built computers from the ground up for clients based on their needs
• Provided tier 1 & 2 support for computers from every major computer brand and top models.
• Troubleshoot and repaired PC and Mac devices
• Troubleshoot and repaired printers, scanners, and copiers.
• Performed secure data backups for end users before reimaging their devices and completely resting it up to their specifications.