SUMMARY:

• Highly skilled in installing, repairing, maintaining and troubleshooting computer hardware, software, and peripherals.
• Works well independently, and in a group setting providing all facets of computer support.
• Working knowledge of networking devices and printers.
• Knowledge and understanding of numerous software packages and operating systems.
• Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results.
• Excellent analytical and problem solving skills.

TECHNICAL SKILLS:

Customer Service Active Directory Microsoft Exchange: Ports, Protocols, and TCP/IP

Remote Desktop Connection VNC: Windows XP/Vista/7/8.1/10 - Mac OS El Capitan - MS Office 2007/2010/2013/2016 - IE7/8/9/11 - Google Chrome - Firefox - Thunderbird - Asset management - Bomgar - Win7 Migration Remedy Office 365 Landesk - Servicenow - Spiceworks Switches Checkpoint Issue Documentation and Escalation HPSM RT - Lync Printers Hardware and Sound VPN troubleshooting Command Prompt TeamViewer VOIP troubleshooting KACE Google Accounts LDAP Skype Lifesize Jira - Soti

PROFESSIONAL EXPERIENCE:

Confidential

Mobile specialist/Help desk technician

Responsibilities:

• Troubleshot Motorola MC65, CN50, and CN3’s
• Organize devices in our asset management database
• Installed SOTI on all mobile devices to ensure that they are remotely accessible and that they have the most up-to-date packages
• Sent and received damaged devices to warranty repair as needed
• Triaged help desk tickets by priority and tier 1/2
• Performed line swaps through sprint when devices underwent radio changes
• Added printers to the domain and statically assigned IP addresses
• Contacted end users via phone, email, and IM to help resolve issues
• Resolved between 10-20 tickets daily
• Managed user accounts through active directory
• Granted and serviced RMA’s in accordance with company SOP’s
• Helped organize and inventory scanners and accessories that were being retired and prepare them for resale
• Worked over 40 hours of overtime during the company’s peak season to ensure services were operational
• Created spreadsheets containing all stock on hand and what devices were covered under warranty
• Regularly organized my office and the neutral workspace to ensure optimal efficiency

Confidential

IT Solutions Specialist

Responsibilities:

• Provided technical support to 300 end users with varying technical knowledge
• Assisted Users via phone, email, and in-person visits
• Averaged 10 tickets a day while working on side IT projects
• Developed the standard PC software load for the organization
• Created the standard deployment image for PC
• Checked status of devices using KACE to determine installed software, and whether or not they were eligible for upgrade
• Communicated with Dell and Apple for hardware repairs and depot
• Used KACE to perform imaging and scripted installs for various Dell and Mac models
• Helped troubleshoot issues with VC hardware and Lifesize
• Managed and edited user accounts using LDAP
• Used Skype to IM and video call users to communicate about open tickets, and assist with troubleshooting
• Shipped laptops and other hardware throughout the country to end users
• Created bootable USB devices using KACE
• Assisted users with their organizational google accounts
• Actively participated in weekly IT infrastructure meetings to help develop and improve company processes

Confidential

Call Center Technician

Responsibilities:

• Provided technical support to over 2200 end users
• Assisted end users via phone, email, and instant messaging
• Averaged between 35-45 calls a day while simultaneously processing email requests
• Escalated issues to designated assignment groups per company SOP’s
• Helped remote users troubleshoot VPN and internet connectivity issues
• Triaged tasks by priority and severity
• Documented phone calls and emails via Confidential - Confidential Service Manager (HPSM)
• Verified users through security questions and emails for account alterations
• Reset various types of passwords and gave smart card exemptions as needed
• Remotely installed local printers and helped troubleshoot network printers
• Provided ticket updates and expedited open requests for customers as requested
• Helped troubleshoot VOIP soft phones for PC (Cisco IP Communicator)
• Communicated through team messaging for calls that required assistance
• Investigated new issues using Google and the Confidential IT knowledge base

Confidential

Help Desk Technician

Responsibilities:

• Assisted users via phone, email, and in-person visits
• Account management, password resets, and account unlocks using Active Directory
• Ran various troubleshooting methods for Microsoft Office 2013 and 2016
• Remotely assisted users via Landesk Remote Control software for PC, and Apple Remote Desktop for MAC
• Helped users configure mobile email using Microsoft Exchange
• Assisted users in-person for hardware and networking issues
• Provided IT support to over 1,200 personnel with varying technical knowledge
• Assisted users with migration to new print server
• Pushed various software to end users using Landesk
• Ran numerous virus, system file, and hardware scans for laptops needing repair
• Upgraded RAM for various computer types and models
• Upgraded mechanical hard drives to SSD’s and transferred data as necessary
• Set up various computer hardware for users and implemented various desk configurations as requested (Standing desks, hanging dual monitor arms, left handed mouse configuration, etc.)
• Inputted and monitored service requests via Outlook and Servicenow
• Managed various assets using Servicenow and Active Directory
• Tracked down lost/overdue assets

Confidential

IT Specialist

Responsibilities:

• Account management and password resets using Active Directory
• Set Up client email for desktop and mobile usage via Microsoft Exchange
• PC refresh and migration from Windows XP and Vista to Windows 7
• Assisted in server migration from local to RTS
• Imaged and updated incoming and outgoing computer shipments
• Performed troubleshooting and repair of various client laptops
• Assisted in migration from local printers to network printers and connected over 100 clients via TCP/IP
• Provided IT Support to over 100 personnel
• Updated and configured browsers in order to properly accommodate various nursing programs
• Swapped and upgraded RAM and hard drives for various computer types and models
• Set up laptops, speakers, and projectors for use in the board room and common area

Confidential

Tier 1 Support

Responsibilities:

• Install software, modify and repair hardware and resolve technical issues
• Provide base level IT support to 700 non-technical personnel
• Display courtesy and strong interpersonal skills with all customer interactions
• Develop quick reference guides to assist end-users with challenging software application features
• Manage Windows 8 and Windows 7 workstations
• Ensure that Remedy/Spiceworks tickets are resolved and completed to the client’s satisfaction
• Active Directory - Account creation, Password resets, Group policies
• Develop client SharePoint Foundation 2010 sites and provide support as needed
• Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system
• PC refresh and migration XP to Windows 7 and 8
• Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging, fax and desk side
• Provide initial trouble shooting of problems including root cause analysis for desktop, laptop and printers (local/network)
• Perform administrative tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines
• Create and manage Network accounts to include granting access to secured file shares
• Manage bench IT inventory
• Provide configuration and SharePoint administration support
• Coordinate and support VTC/Audio conferences
• Provide level 2 end-user technical support for Windows 7, Microsoft Office, Network connection
• Updated ticketing system to reflect works in progress

Confidential

Information Technology Intern

Responsibilities:

• Update office laptops and desktops monthly
• Set up network printers
• Ensure that the latest versions of Java, Adobe Flash, and Microsoft Security Essentials were installed and functional
• Troubleshoot and diagnose reported issues with computers and printers
• Quarantine viruses
• Migrated from Windows XP and Vista to Windows 7
• Connect to printers via USB cables and TCP/IP