SUMMARY:

• A goal oriented and highly motivated individual with over 8 years of experience in desktop support in various user environments.
• Strong technical & problem - solving skills; meets commitments
• Able to work independently with minimal guidance
• Delivers superior Customer Service; great interpersonal skills
• A strong team player with outstanding communications skills.
• Positive attitude and ability to work effectively with both colleagues as well the user community.
• Strong technical knowledge of Windows 10/7, Microsoft Office, Microsoft Outlook, Symantec Antivirus, Internet explorer, Remote Control applications and other typical PC applications.

TECHNICAL SKILLS:

• Windows 2000, 2003 Server, XP, Vista, 7, 10
• Lotus Notes, Outlook 2003-2007-2010-2013-2016
• Microsoft Office 2000-2003-2007-2010-2016
• Administration and configuration of desktop computers in a LAN or WAN, Altiris
• Active Directory and Network Security’s Server 2000 - Operating system for server PC’s and administration
• Remedy 7.5 and IT Service Management (ITSM), Track-It
• Assemble, reassemble, upgrade and troubleshoot computer hardware as well as
• Perform PC maintenance
• Ghost Software
• Gotoassist Support, VNC Software
• Net meeting, LYNCS, Office Communicator, Remote Desktop Protocol (RDP) (WRA)

PROFESSIONAL EXPERIENCE:

Confidential, Sterling VA

Network Administrator

Responsibilities:

• Provided IT support for over 3,000 employees for MCDEAN users (located in Dulles, VA. and other North East areas)
• Installing and troubleshooting software and hardware issues, creating accounts running a script, setting up new computers with MCDEAN image, managing accounts and permissions via AD,
• Utilizes Jira as our ticket system, Team viewer, Lyncs 2013, Bluebeam, P6, Revit, AutoCAD, and other software, joining computers back to the domain,

Support Regions Level II

Responsibilities:

• Provided second level remote support and problem resolution for Leidos users (located in West, Mid-West, South, and North East areas)
• Responsibilities including installing software via ALTIRIS, imaging computers using PXE boot imaging, managing Quest One Active Roles, ePolocy Orchestrator 4.6 McAfee
• Utilizes Incident & Problem Management System and Service NOW (Remedy and SNOW) Remote tool Bomgar Software, and Lync system.
• Diagnose and resolves any software and hardware problems under the company's standard desktop operating systems.

Desktop Support

Responsibilities:

• Provides second level support and problem resolution for infrastructure related requests for 2500+ users in ExxonMobil Downstream Headquarters in Fairfax, VA
• Responsible for the delivery of high quality customer service and end user support as defined by the service level agreement between the ExxonMobil IT and user community
• Diagnose and resolves a variety of complex software and hardware problems under the company's standard desktop operating systems (GME).
• Utilizes the problem tracking system (Remedy and IT Service Management) to ensure that all problems received by Tier II support are handled in a timely manner.
• Promptly escalates unresolved desktop incidents/service requests to other IT support organizations to ensure the matter is address appropriately and timely for the customer community

Support Specialist

Responsibilities:

• Provided second level remote support and problem resolution for ExxonMobil Upstream field users (located in East Texas, Houston and Louisiana areas) and Downstream users in the Northeast Region (including the Dulles Aviation office).
• Primary responsibilities included installation, configuration and supporting the standard GME environment with the suite of applications (Office 2010, Outlook, Lotus Notes, SharePoint, etc.).
• Utilized remote tools (Netmeeting, Microsoft Office Communicator, and Windows Remote Assistance) to assist with troubleshooting & guiding users thru application issues, networking issues and hardware diagnosis.
• Other responsibilities included Level 1 network/telecom support -- installing network switches, setting up VOIP phone systems and standard phone telephone system, PBX VOIP cabling networking, punch downs on Fiber Optic cables block, and diagnosis of telephone jacks and internal wiring of the local field offices.

Sr. IT Support Specialist

Responsibilities:

• Provided technical support to in-house staff for desktop computer operating systems, local and networked printing, peripherals, and all user desktop applications
• Configured laptop/desktop computers, printers and peripherals for existing customer base and new staff arrivals
• Adding groups to the administrator and the correct User to power users
• Proficient in Active Directory in managing users profiles, assigning user permissions (including power users and administrators)
• Providing support for Windows 2000/XP/VISTA/MAC OS
• Software used for support also included -- Track-it Software, Secure net / Citrix, Microsoft Office2003 and 2007, VNC Software
• Responsible for data backups and completing restores using GHOST image
• Print Management responsibilities (both network printers and local printers)

Desktop Support

Responsibilities:

• Provided desktop support for HP desktops and laptops for user community onsite as well as remote users
• Provided remote support Using ALTIRIS web Console Software
• Provided remote data backup through ALTIRIS Software
• Installing all software that as need (Office 2003 and 2007, Lotus Notes, Oracle Client, Visual 2000, and Remedy, Client VPN Cisco Etc).
• Deploy Image to new equipment
• Software used for support included Remedy Support Software, Desktop Asset Request (DART) Software, Lotus Notes

IT Desktop Technician

Responsibilities:

• Configuring laptops & desktops for U.S Patent & Trademark (DELL’s).
• Provide end user support to US Patent & Trademark telecommuters.
• Upgrading Laptops and desktop to windows XP using ghost software.
• Repairing desktop and laptop when defective and not covered under Manufacture Warranty.
• Installation and configuration of Remote access and VPN on laptops.
• Assign Static IP address to Laptops and desktops for network connectivity.
• Installation and configuration of Local and Network printers.

CIA Technician

Responsibilities:

• Diagnosis, configuring and repairing laptops and desktops for user community.
• Troubleshooting of hardware problems such as video cards, sound cards, modem, and motherboards.
• Troubleshooting of Operating Systems, hardware and Internet connection issues.
• Installation of printers, scanners, power supply and graphic cards.
• Installation of OS, 98/2000 pro. /2000 server/2003 Server/XP pro.
• Completed software installations/upgrades, data migration and data backups.