SUMMARY:

• Skilled Help Desk Technician with experience providing PC and Client/Server tech support for small to medium sized businesses.
• Experience diagnosing, troubleshooting and resolving client issues with hardware maintenance, application support and training, installations and upgrades.
• An articulate, flexible and personable communicator with excellent skills in client and vendor relations.

AREAS OF EXPERTISE:

Active Directory - Windows Server 2003/2008/2012 - Windows 7/8.1/10 - MAC OS - Microsoft Exchange - SharePoint 2010 - VMware - MS Office 2010/2013/2016/ Office 365/Office for Mac - IE7/8/9/10/Edge - Skype for Business - iOS/Android OS - Google Chrome - Firefox - Safari - Bomgar - Win7 Migration - SCCM - ScreenConnect - Spiceworks - Freshdesk - Remedy - Final Cut Pro - Adobe Acrobat Professional - Adobe Photoshop - Adobe Flash - Adobe Premiere - Adobe After Effects - Log Me In Remote Any Meeting - ProTools - Logic - Reasons - Servers - Hubs - Routers - Switches - Cabling - TCP/IP - Networking - Project Management - Vendor Management - Fire and Emergency Medical System (FEMS) - Mobile Public Safety System (MPS) - Safety Pad - Tablets - iPads - Imaging

EXPERIENCE:

Confidential

PC Migration Tech

Responsibilities:

• Run custom imaging script to image and reimage workstations
• Migrate computers from Windows 7 to windows 10
• Provide desk side support
• Replace necessary cables
• Swapped out workstation for new workstation

Confidential

End User Support

Responsibilities:

• Install and run virus protection and configure firewalls
• Install and configure hard drives, RAM, hardware and software including but not limited to OS, iOS, Windows
• Troubleshoot and fix android phones, laptops and desktops
• Setup Wi-Fi Networks and connect devices
• Perform maintenance on computers including running defrag, desktop cleanup, uninstall unnecessary software
• Setup printers

Confidential

Tier I\Tier II Helpdesk

Responsibilities:

• Image and reimage tablets
• Deploy tablets
• Install FEMS, Safety Pad and MPS on tablets
• Train users how to use tablets and the different platforms

Confidential

Tier 1/Tier 2 Support

Responsibilities:

• Monitored the daily performance of computer systems including servers and troubleshoot problems
• Used active directory to configure domain controllers, account policies and workgroups, reset passwords, create accounts, disable accounts, grant group permissions, deploy software, and apply desktop restrictions
• Provided desktop computer support, which includes, but is not limited to, installation, configuration, repair and upgrade of software, hardware and peripheral devices including upgrading to Windows 10
• Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities
• Referred major hardware or software problems or defective products to vendors or technicians for service
• Developed training materials and procedures, or train end users in the proper use of hardware or software
• Prepared evaluations of software or hardware, and recommend improvements or upgrades
• Remoted into end users computer to troubleshoot hardware or software problems
• Installed, configure and troubleshoot VoIP hardware and software
• Configured DNS, DHCP and TCP/IP protocols
• Used VMWare to partition servers
• Configured, install and troubleshoot servers
• Terminated, connect, test, pull and troubleshoot Cat 5/5e, Cat 6/6e cables in small to medium sized businesses.
• Troubleshot Wi-Fi and Ethernet networking issues
• Operated Break/Fix desk
• Imaged computers
• Trained employees
• Repaired cell phones

Confidential, Washington, DC

Tier 1 Support

Responsibilities:

• Provide base level IT support to 700 non-technical personnel
• Install, patch and manage software
• Troubleshoot and resolve hardware and software issues.
• Display courtesy and strong interpersonal skills with all customer interactions
• Develop quick reference guides to assist end-users with challenging software application features
• Ensure that Remedy and Spiceworks tickets are resolved in a timely manner or promptly escalated
• Use Active Directory to create accounts, reset passwords, manage group policies
• Develop client SharePoint Foundation 2010 sites and provide support as needed
• Migrate computers to Windows 7/8.1/10
• Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging and desk side
• 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
• Comprehensively document tickets in ticketing system to reflect work in progress, solutions and/ or completion

Confidential, Washington, DC

Intern/IT Department

Responsibilities:

• Troubleshoot desktops and laptops, network connectivity, hardware, software and printers
• Image computers
• Install and configure hardware and software including but not limited hard drives, MS Office and MS Windows
• Fix smartboards

Confidential, Washington, DC

Community Global Initiative Participant

Responsibilities:

• Studied oral and written Confidential
• Studied the politics, business, culture, beliefs, customs, healthcare, education and environment of China.
• Took a two week cultural trip to to interact with Chinese language and culture.