SUMMARY:

• Experienced Desktop Support Specialist in expanding my professional horizons by enthusiastically exploring opportunities in the Information Technology field, as a key member of an organization that relies on optimal technology performance to achieve objectives.

TECHNICAL SKILLS:

Workstations and Laptops: Dell, IBM, Gateway, HP, Sony, Toshiba.

Peripherals: Local, network and large capacity printers of various makes and models. CD/DVD drives, CD Writers, Flash drives

Operating Systems: Windows XP, Windows 7 & 10 (including use of Active Directory and Sharepoint)

Other Hardware: Mobile devices such as iPhones, Blackberries, and other smart phone makes and models. SATA drives, system boards, sound cards, video cards, Bluetooth, memory, SATA & Hard Disk Controllers.

E mail delivery systems: Outlook 2010, Lotus CC Mobile, Lotus Notes 8.52, GroupWise .

Ticketing systems: Track It, Remedy, Unicenter, Service Desk.

Office Applications: Microsoft Office, Adobe Acrobat, Cost Point, browsers i.e., Internet Explorer, Firefox, antivirus applications, various cd/dvd burning software, various wireless networks, Bomgar Remote.

Specialized Applications and Builds: Checkpoint, Costpoint, Various SOE builds using Norton Ghost Enterprise.

PROFESSIONAL EXPERIENCE:

Confidential, San Diego CA

Desktop Technician II

Responsibilities:

• Image laptops & desktops using Windows Media Tool.
• Responsible for deploying and installing all new hardware, O/S & applications.
• Used TeamViewer Remote Desktop to assist customers and install software applications.
• Manage devices and users through Active Directory.
• Provided Tier II support to Property Users & Managers.
• Assist in department moves.

Desktop Technician II

Responsibilities:

• Provide Tier II technical support to UTC clients.
• Image laptops & desktops using RDS.
• Migrated user’s data RDS or by remoting into pc or laptop.
• Install standard applications and proprietary software.
• Assist in department moves.
• Trouble shooting of hardware and software issues.
• Troubleshoot network connectivity, printing environment and user access issues.
• Inventory, track warranty dates and maintained company computers.

Desktop Technician II

Responsibilities:

• Image laptops & desktops using KP Nexdgen.
• Used Bomgar Remote Desktop to assist customers and install software applications.
• Provided Tier 2 support to Pharmacy Technicians & Managers.
• Traveled to various locations supporting ePims & Zebra downtime applications.
• Responsible for deploying and installing all new hardware; Fujitsu scanner, TPG & Zebra configurations.
• Specialized experience performing IT customer support relating to the installation and repair of desktop computers in a healthcare setting.
• Manage devices and users through Active Directory.
• Collaborated with team members on how to solve technical issues both remotely and hands - on.

Field Service Technician

Responsibilities:

• Provide Tier II off-site field support to customers servicing which involved Mobile devices such as iPhones & Droid’s, and other smart phone makes and models and repairing of PC & laptops.
• Assist users via remote Bomgar to external users.
• Refreshed & imaged new PC’s, and restore data including Outlook Mail.
• Troubleshoot network connectivity, printing environment and user access issues.
• Assist in department moves.
• Follow up with users on resolved issues to ensure complete satisfaction.

Windows Refresh Technician

Responsibilities:

• Refreshed, imaged Pc’s laptops from Windows XP to Window7 Enterprise
• Refreshed monitor to HP 23”
• Traveled to various Kaiser Facilities.
• Input assets to Remedy tracking database.
• Supported Kaisers mail migration from Outlook to Lotus Notes 8.52
• Configured and Installed HP IP network printers.
• Assist users resetting Lotus Notes passwords.

Desktop Support Technician II

Responsibilities:

• Refreshed & imaged new PC’s.
• Load Checkpoint to laptops and desktops.
• Added/deleted users, reset passwords, created objects in Active Directory.
• Configured and Installed Konica IP network printers.

Desktop Support Technician II

Responsibilities:

• Refreshed, imaged PC’s and laptops from Windows XP to Window7 Enterprise.
• Load Checkpoint to laptops and desktops.
• Imaged laptops, and desktops using PXE.
• Added/deleted users, reset passwords, created objects in Active Directory.

Desktop Support Technician II

Responsibilities:

• Provides on-site support to customers including installation, and servicing and repairing systems and equipment which involved use of mobile devices such as iPhones, Blackberries, and other smart phone makes and models.
• Configured Lotus Notes for new hires and existing users.
• Resolves customer problems in the areas of hardware/software installation, repair and maintenance.
• Refreshed, imaged Pc’s laptops from Windows XP to Window7 Professional.
• Added/deleted users, reset passwords, created objects in Active Directory
• Load Checkpoint to laptops and desktops.
• Assist users via remote using Bomgar to internal and external users.
• Assisted in training new employees.

Desktop Support Technician II

Responsibilities:

• Provide Tier II on-site and off-site field support to customers including installation, servicing and repairing of PC systems which involved use of smartphone such as Blackberry.
• Troubleshoot network connectivity, printing environment and user access issues.
• Added/deleted users, reset passwords, created objects in Active Directory.
• Assist users with resetting Lotus Notes passwords.
• Ghost new Dell GX260 and GX 270 computers using Norton Ghost Enterporese or via RIS server with current image.

Desktop Support Technician II

Responsibilities:

• Help Desk Technician performing Tier II desktop support at the Federal Aviation Administration Headquarters, Washington, D.C.
• Directly supported the FAA’s 600 client’s software migration from CCMail to Lotus Notes 6.52.
• Installed, configured and supported the software while providing support of the application to clients.
• Participated in upgrading 200 new desktop hardware platforms, ensuring that FAA specific applications were installed and working as designed.
• Responsible for maintenance and troubleshooting of Local and Network printers.
• Configured and Installed IP Confidential and Tektronix printers.