SUMMARY:

A motivated individual who seeks an IT Help Desk Technician position with a successful, well established organization that will enable me to grow and utilize my technical skills to contribute to the company's goals and objectives along with helping me to enhance my knowledge and skills.

TECHNICAL SKILLS:

• Customer Service 
• Typing 
• Inventory
• Microsoft office 
• Windows 
• Windows Xp 
• Word 
• Excel 
• Power point
• Java 
• Data Entry 
• Sales 
• Filing 
• Fax 
• Basic Computer Skills 
• Clerical 

PROFESSIONAL EXPERIENCE:

Service Desk Analyst

Confidential, Washington, DC

Responsibilities:

• Support 3,000 users in LOC and across 8 campuses.
• The Tier 1/Tier 2 Analyst is the front - line representative to end-user community and responsible for delivering high quality support services.
• Performs trouble-shooting and diagnostic services to resolve Incidents and Requests in Footprints.
• Provide first and single point of contact support to users via phone, email, voicemail, fax, Skype for Business, Employee Self-Service (user submits his or her own ticket via the Ticketing System), or walk-in (walk-in for Blackberry, iOS Device, laptops and RSA Token issues)
• Create, update, resolve, or escalate, Incidents and Requests ticket in a timely manner based on Service Level Agreements (SLAs) in Footprints.
• Perform software installations using PowerShell ISE (Integrated Scripting Environment)
• Provide follow-up statuses regarding critical problems and system outages to users and support partners in accordance with specified support policies and procedures.
• Improve knowledge of, and ability to operate, all support tools and technologies.
• Keep up-to-date on status of system changes and CSC processes and procedures.
• Provide Incident & Request resolutions to augment the CSC Knowledge Base.
• Record greetings and status availability update messages on the CSC phone system in depth.
• Provide training to new technicians on daily procedures and various other projects that we are tasked with.
• Knowledge of standard IT systems and services to include, but not limited to, Windows 7, Windows 8.1 and 10, Microsoft Office Suite 2010/2013, Proprietary/Customized Applications, VPN and RSA token administration and support, Office 365, Cloud Computing.
• Knowledge of PC-based hardware, including desktop and laptop workstations
• Adapt to change productively and handle other essential tasks as assigned
• Push software and using troubleshooting techniques to resolve multiple issues using SCCM.
• Unlock LIB accounts, reset LIB passwords, and enable/disable network accounts in Active Directory.
• Manage multiple accounts such as LIB, FRS/FHE, and Loctest as far as unlocking and resetting accounts.
• Visit users at their desk to fixed technical issues that they are experiencing.
• Creating and executing SOP’S for the OCIO service desk.
• Handle RSA Tokens for users who are using LOC issued computers and personal computers.

Help Desk Technician

Confidential, Washington, DC

Responsibilities:

• Provide technical assistance and support incoming queries and issues related computer systems, software, and hardware.
• Input data of computer inventory, client’s information, student information, and etc.
• Respond queries either in person or the remedy ticket system.
• Train teachers, administrators, and students on how to use the technology.
• Maintain daily performance of computer systems.
• Respond to email messages for clients seeking help.
• Ask questions to determine the nature of the problem.
• Walk clients through problem-solving process.
• Troubleshoot and repair network on the computers.
• Install, modify, and repair computer software and hardware for laptops and desktops.
• Clean up computers and install an anti-virus software on the computer.
• Troubleshoot and repair printers, promethean boards, projectors, ethernet ports, and other technology.
• Run diagnostic programs to resolve problems and repair hard drives, memory, and video cards.
• Re-image PCs and Macs when there is a windows recovery error.
• Install and troubleshoot Windows XP, Windows 7, Windows 8, Windows 8.1, and Mac OS X along with updates.
• Troubleshoot MS Outlook for clients.
• Experience in using Active Directory.
• Resolve technical problems with LAN, WAN, and other systems.
• Install computer peripherals for users.
• Follow up with clients ensure issue has been resolved.
• Receive feedback from clients about computer usage.
• Install drivers that is needed on the computer such as printer, audio, keyboard, mice and other drivers needed.
• Run reports to determine malfunctions that continue to occur.

Experience Consultant

Confidential, Arlington, VA

Responsibilities:

• Provide Exceptional customer service to each and every customer
• Educate and share product features and benefit information with the customers
• Provide training for Samsung computers, tablets, mobile phones, and services
• Responsible for setting up the customer's device based on their individual usage needs and interests
• Driving sales and working directly with the customers and their device

Easy Tech Associate

Confidential, Washington, DC

Responsibilities:

• Provide technical support and training for customers and their technology
• Maintain the department and inventory for the store
• Responsible for meeting a monthly sale quota for tech services including diagnostics, pc tune ups, virus
• Removals, ink and toner
• Help customers find the phone that's best fits them and suit their needs
• Installation of software and programs such as Microsoft word, Power Point, Outlook, and etc
• Lead the team in driving sales and help the team stay on track
• Operate the cash register to process payment transactions for customers