SUMMARY:

• Experienced Technical Analyst /Desktop Technician with 10 years of experience working in fast - paced, structured enterprise/government and private environments- Tier 2/3, as first call resolution, assisting internal and external clients via onsite, remote, email, and in person.
• Duties include installing, supporting, and maintaining end user computer systems and assisting end users with IT/Network issues while exhibiting exceptional customer service skills, being knowledgeable and informative, while using personable, and professional communication tools-verbal, listening, and written.

TECHNICAL SKILLS:

Operating Systems: Windows - 7,8,10, MAC, PC,Laptops. Microsoft Deployment Toolkit (MDT) PXE Boot- LAN.

Software: Microsoft Office Suite/ Outlook Exchange (365), Lotus, proprietary software (agency) ACD Call Routing/ AHT metrics, Remedy 5/7, ITSM, Siebel, Magic, HEAT, HP Manager, Changepoint, MDM- Airwatch, Mobile Iron, McAfee, Symantec Antivirus, Nuance PDF,Google Apps, Salesforce, Jira/Confluence, Open Air/NetSuite, Ring Central, Lync 2010/13, Group Policy (GPO), McAfee EPO.

Remote Tools: SMS Client, SCCM Client, RDP, GoToAssist,, RSA token, VPN, Dameware, LogMeIn, Citrix, SafeBoot (McAfee), Digital Certificates (PKI), Ghost Imaging, DLP., Cisco AnyConnect. Join Me, GLIP, WebEx, Patron Management, Infosys, CA Manager

Hardware: network connectivity (troubleshooting)- VDI, Thin Client, Citrix, network/ local printers, scanners, TCP/IP-Cisco routers, switches, servers (racking),firewalls for Server room, syncing and troubleshooting smartphones, tablets, Android/IPhones/Ipads for enterprise mobility, Infogenesis- POS systems, SAAS servers.

PROFESSIONAL EXPERIENCE:

Confidential

Technical Engineer II- Lead

Responsibilities:

• Monitored the MGM National Harbor Help Desk queues and worked with the Corporate IT department (Las Vegas), National Harbor IT department, and the vendors to assist with the correction of incidents and problems.
• Acted as the property expert on technologies, setting priorities in incident resolution, and executing resolutions.
• Trained and mentored Technical Support Engineer I personnel on servers, operating systems, property applications, and automations tools.
• Performed troubleshooting and preventive maintenance on PCs, printers, servers, network equipment and other hardware. Installs service releases and performs routine maintenance on desktop applications.
• Answered users’ inquiries in person and via telephone, e-mail, and voice-mail concerning the use of computer hardware and software.
• Handled licensing information for all applications and operating systems using an established process.
• Updated and assigned tickets to correct departments for proper resolution.
• Performed Incident Resolution within the set SLA.
• Administers Data Center systems, servers, and technology projects.
• Assisted Corporate IT on monitoring backups and other batch jobs and resolving issues as they arise.
• Installed PC, server, and network hardware/software, and troubleshooting many types of equipment (POS systems, registers, printers, kiosks, time clocks, thin clients).
• Experience using remote control (DameWare) and automation tools (Altiris, Ghost, scripts) to resolve client issues.
• Effectively handled guest inquiries/complaints providing excellent guest service.
• Installed server related hardware (tape drives, memory, hard drives, networking), evaluated performance issues on workstations and servers (upgrading and reconfiguring), and training personnel on different types of equipment.
• Utilized Microsoft Mail/Exchange clients, servers, and printers.
• Knowledge of LAN/WAN networking protocols.

Help Desk/Desktop Technician- Lead/Mgr

Responsibilities:

• Provided Help desk supporting users, via email, remotely, and office visits.
• Lenovo/Dell/MaC laptops (hybrid environment), Cloud-based environment.
• Operated as Lead/Manager on site (Corporate) for IT department, assisting with operational support, troubleshooting onsite and remotely Tier 2/3.
• Supported Incident, Problem, and Request Management (Salesforce) processes utilizing the ITIL service framework.
• Provided end users support service and incident resolution, remotely, and touch-labor services.
• Utilized Active Directory for account management, account creation, Adds, Moves, and Changes.
• Installed software packages and performed preventative maintenance via remote tools.
• Imaging laptops, using Microsoft Deployment Toolkit (MDT), for onsite and remote users.
• Utilized Admin tools - Exchange, Active Directory, DNS, printer server, virtual servers, TCP/IP.
• Processed office setups-workstations, printers.
• Ability to multitask in fast paced environment, and to take a given task and work independently and as part of a team in another continent to bring the task to completion
• Asset management- shipping and returning of equipment from users. Break/fix issues, RAM hard drives and preparing loaner for users
• Repair and maintain internal technologies including hardware and software.
• Respond to client calls (local or remote) and uses troubleshooting skills to resolve problem tickets.
• Maintain internal service level agreements and monitors ticket queues.
• Performed laptop/desktop and software installations - responsible for hardware installs, documentation, user training, and other general helpdesk functions.
• Responsible for moving computers, and, maintaining fixed asset records for new, retiring or moved computers, maintaining equipment inventory, and performing hardware and software audits.
• Support users on IT supplied systems and solutions including but not limited to Microsoft Windows / Office, Google Apps for Work and Ring Central.
• Assist with support and rollout of IT projects which may include equipment upgrades, software upgrades, system upgrades, domain migration and other projects as required.
• Configuring patch panels with network switches, troubleshoot AV equipment, and connection, Port testing and operation of the POS systems lab for customers’/retailers.
• Worked independently and operated entire Service Desk, of 77 onsite users.

Service Desk/Desktop Technician

Responsibilities:

• Provided Help desk support to Naval Medical Research Center enterprise network, via email, remotely, walk-ins, and office visits.
• Operated and maintained as first responder Call Center, including call recording, ticketing, and system and operational support, troubleshooting onsite and remotely Tier 2/3.
• Supported Incident, Problem, and Request Management (Remedy) processes utilizing the ITIL service framework and best business practices.
• Provided end users support service and incident resolution, remotely, and touch-labor services.
• Utilized Active Directory/ Quest Active Roles for account management.
• Assisted users with Certificate issues/ CAC card, via Active Client.
• Deployed patches, software, and installation, and Adds, Moves, or Changes (computer) with the use of SCCM.
• Assisted users with set-up of Blackberry for enterprise network.
• Participated in the Imaging process of machines, to be used as loaners, personal or standalone for users.
• Utilized Admintools - Exchange 2007/2010, Active Directory, DNS, printer server, virtual servers, TCP/IP.
• Set-up, Relocated, and Dismantled Workstations for New Hires/Terminations.
• Accessed Server Room for troubleshooting ports, routers, and switches.
• Running and terminating network cabling for Ethernet, Crossover or T1 connections
• Ability to multitask in fast paced environment, and to take a given task and work independently and as part of a team to bring the task to completion
• Utilized Active Directory, File and Print sharing, Application server support, Client-side OS support, Email services, Security and Spyware protection services, Virus protection, Cabling.

Service Desk/Help Desk Analyst

Responsibilities:

• Service to the customer community, providing a positive experience and reflecting a positive image of IT overall, and maintain focus.
• Log into phones via the ACD system, and handled 40-50 calls a day.
• Process, route or resolve issues reported to the Service Desk via email, walk-ins, and web ticket submissions.
• Provide excellent remote customer service (SCCM) while thoroughly documenting all work performed.
• Log all Support incidents and requests into Remedy; properly manage individually assigned tickets and the group's Remedy queue.
• Independently research, troubleshoot, and resolve trouble tickets within established Service Level Agreements, and to define & document IT support procedures as required.
• Route issues that can't be resolved by the Service Desk, working collaboratively with 2nd/3rd level support teams to ensure that customers are directed to the appropriate support team per established Service Level Agreements.
• Maintain ongoing communication with customers, keeping them up-to-date with the progress of their tickets.
• Serve as a liaison between other support teams and the customer as required.
• Working within the ITIL framework, collaborate with other support teams as necessary to ensure that customers receive timely service.
• Managed Active Directory, for adds, moves, changes, and password resets.
• Utilized MobileIron for Device Management for mobile devices.
• Troubleshooting technical issues with PC's, Macs, IPads, Blackberrys, and IPhones.

Help Desk Analyst

Responsibilities:

• Serve as a technical subject matter expert on AT&T products and services, and performed technical evaluations, verification and validation, and implementation of enterprise-level client computing software, and management solutions.
• Maintained, and supported end-users personal computers, laptops, tablets, Blackberry, adding accounts to BES servers, LAN/WAN networks, software, and data communications technologies throughout Enterprise environment to maximize productivity and minimize system down -time.
• Assisted customers with telephone support; handling minor triage issues; and using troubleshooting or escalating.
• Created accounts (Active Directory) adds, moves, changes, password resets.

Help Desk/Service Desk Analyst

Responsibilities:

• Provide first/second level technical and IT support to government employees.
• Diagnose and troubleshoot, resolving clients issues with hardware maintenance, installations, and blackberry.
• Support via remote access using VPN, SRA, and SMS Client.
• Provides advice and guidance on a wide range and variety of complex IT issues, IT policies, standards and guidelines, conducting analysis,
• Develops procedures to improve effectiveness, and efficiency.
• Evaluates impacts of new technologies, delivery methods, or structures on current systems and policies.
• Performed phone support, assisting with 50-75 calls per day, hardware and software installations, backups, and provided high-level customer care, training, and tech support peer-to-peer, and end-users.
• Documented help desk tickets/resolutions, and met SLA standards
• Active Directory- password resets, adds, moves, changes.
• Provided training, and training materials for new hires.

EBC Help Desk

Responsibilities:

• Assisted customers with technical issues with digital certificates, forms, and the process of filing patents online.
• Assists customers with electronic patent application submissions via the Electronic Filing System (EFS- Web) and with the review of patent applications in Public and Private PAIR
• Challenged to provide timely resolutions to support application users.
• Utilize Active Directory for the creation of accounts, passwords.
• Serves as a liaison in directing customers to other USPTO organizations that can address their specialized business issues and needs.