TECHNICAL SKILLS:

Software: Microsoft Office Suite 2007, & 2010 (Access, Excel, PowerPoint, Word); Microsoft Windows Operating Systems 2000, XP, Vista and Windows 7, 10; Norton Ghost; installing drivers; basic HTML, blogs; basic understanding of database and SQL; Service Now, BMC Remedy, Service Manager

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP & Dell printers; general computer builds and repairs; hardware installations and swaps; BlackBerry Apple Android configurations

Networking: General networking experience (running cables, troubleshooting connections, activating ports)

Support: Helpdesk escalation and documentation on ticketing system, customer service support (email, remote, phone, and in person)

PROFESSIONAL EXPERIENCE:

Confidential Hanover, MD

Customer Support

Responsibilities:

• Created and closed over 25 help desk tickets through Service Manager system daily
• Scheduling/Timekeeping and various paperwork and reporting
• Confidential warranty policy, assisting customers with defective devices
• Troubleshooting devices/tablets, reflash software, customer education and usage (Technical Support)
• Provides a variety of high level clerical and administrative support
• Opening/Closing of the store procedures
• Inventory/transfers/adjustments/Audits/ Multi - tasking through different systems

Confidential Alexandria, VA

Help Desk Support/QA/RMA Process Tech

Responsibilities:

• Test part for failure identifying the root cause of failure
• Make recommendations on repair based on test results
• Provided technical support to customers and mangers via phone and through email
• Process warranty returns according to manufacturer’s warranty procedures
• Disassemble, repair and reassemble units back to their original state. with a high degree of proficiency
• Use the appropriate tools needed for repairs, while taking the necessary precautions to prevent damage to internal components
• Assist users via remote desktop connection/ pc anywhere to troubleshoot hardware/software issues
• Utilize CRM to maintain case records of all repairs and work completed
• Used SLA and BMC Remedy for Helpdesk tickets
• Helpdesk escalation and documentation on ticketing system, customer service support (email, remote, phone, and in person

Confidential Fairfax, VA

Desktop Support

Responsibilities:

• Provides a variety of high level clerical and administrative support
• Installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
• Works with vendor support contacts to resolve technical problems with desktop computing equipment & software.
• Works with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from clients.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.

Confidential Washington, DC

Mobile Device Installation Engineer

Responsibilities:

• Reimaged over 600 Tough Books/ Tablets using Windows reimage packaging software
• Installed post scripts and did Q&A testing to ensure each device booted properly with correct updates and settings
• Installed Tough Books / Tablets into motor vehicles for Fire/Police/EMS departments
• Demonstrated the ability to work independently, took initiative to resolve any issues that users had

Confidential Washington, DC

Service Desk Intern

Responsibilities:

• Provided helpdesk support and resolved over 70 tickets per week to the end user’s satisfaction. Modified configurations, utilities, software default settings, etc. for the local workstation.
• Maintained inventory of all equipment, software and software licenses. Distributed over 10 to 20 laptops, desktops, headsets, and other peripheral equipment daily. Logged serial numbers and quantities using Service Now software.
• Monitored and responded quickly and effectively to requests received through the IT helpdesk, including password resets, access permissions, and software installations such as the Microsoft Office Suite.
• Monitored Service Desk for tickets assigned to the queue and processed first-in first-out based on priority.
• Utilized and maintained the helpdesk using ticket tracking software, Service Now, and documented internal procedures.
• Ensured each workstation had basic essentials as well as installed, tested and configured over 8 new workstations, peripheral equipment and software per week.

Confidential, Gaithersburg, MD

Administrative Assistant Intern

Responsibilities:

• Respond to requests for information concerning office procedures; determine which requests the appropriate staff person or another department should handle.
• Create and edit presentations, prepare other presentational materials, such as information packets, brochures, and overheads, using the necessary software, such as Power Point.
• Establish and maintain general filing systems (forwarding copies to central files).
• Screen telephone calls, visitors and incoming correspondence; take messages and respond to routine questions and requests, as appropriate.

Confidential Gaithersburg, MD

Mail Processing Clerk

Responsibilities:

• Collected sorts and delivered incoming, outing and interdepartmental mail; operates various mail vehicles.
• Received and sorted outgoing U.S. mail; meters mail and processes for delivery to U.S. Postal Service; operated mail metering machines and electronic accounting system. Prepared bundles of mail parcels for delivery.
• Located proper addresses and made corrections for misdirected mail

Confidential, MD

Help Desk Support

Responsibilities:

• Responded to customer’s questions about product uses and support 200 end users.
• Determined proper action to be taken to resolving matters dealing with hardware and software and installed peripheral equipment daily.
• Arranged and directed delivery and installation of store products and equipment.
• Consulted with clients to provide ongoing support.
• Efficiently kept records of over 100 customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken using in house ticketing system.