SUMMARY:

• Information Technology Professional with first level technical and applications support experience in troubleshooting and resolving IT / Mobile support issues both remotely and onsite for small and large companies; Maintain inventory of software and all hardware workstation related equipment; Provide assistance in solutions and approaches to solve IT related problems.
• Excellent leadership, interpersonal, written and verbal communications skills; Ability to adapt to any situation while creatively forming a solution to resolve any matter; Immense ability to succeed in high - demand and challenging zero-hour work environments.
• Proficient in delivering excellent customer service, being mindful that client satisfactory is the number one focus in maintaining a successful business; Providing/building rapport with colleagues, prospects or clients all while utilizing and retaining a superb work environment temperament.

AREAS OF EXPERTISE:

• Active Directory
• Analysis/Conflict Management
• Customer Service
• Client Relations
• Configuration
• Document/Record Management
• Imaging
• Mobile Device Management
• Outlook
• Organizational Management
• Policies and Procedures
• Performance Testing
• RSA Tokens
• Setup of Hardware/Software
• Strategic Planning
• Troubleshooting/Diagnosis
• Upgrades/Migrations
• VDI

TECHNICAL SKILLS:

Hardware: Ability to install desktops, laptops, docking stations and diagnose a full series of PC hardware utilizing all available resources to uphold system performance.

Software: Active directory, Remote Desktop Protocols, Outlook configuration including finding and repairing pst files, ticketing system including Heat, Dell quickbase, and Change gear; Clonezilla used for creating/restoring an image of desktop/laptop computer; Microsoft Word, PowerPoint and variety of other applications.

Operating Systems: Experience in upgrading and configuring the following operating systems Android, IOS, Windows XP,Windows Vista, Windows 7, Pro, Enterprise, Windows 8, and Windows 10.

Mobile Support: Experience in configuring tablets/smart phones such as Androids, Blackberry, Ipads/Iphones, and windows phones for end-users.

PROFESSIONAL EXPERIENCE:

Helpdesk Support Specialist

Confidential, Laurel, Md

Responsibilities:

• Remote into computers to apply virus clean ups.
• Working tickets, server backups, printer support/maintenance, active directory, imaging, adding network drives, windows upgrade, hardware/software installation, field support/installation.

Service Desk Analyst

Confidential, Washington, DC

Responsibilities:

• Providing service desk support requests over phone, email or walk-in, creating tickets, support in mobile setup, printer installation, active directory, account lockout, monitor/workstation inventory, laptop refresh, upgrade and deployment.

Epic Help Desk Analyst

Confidential, Washington, DC

Responsibilities:

• Answering calls in a timely manner while listening and creating a ticket to escalate to appropriate team.
• Computer installs, imaging, and application setup.

Tier 1 Helpdesk (ABB Tech)

Confidential, Silver Spring, MD

Responsibilities:

• Signing laptops out to users; Desk side support following up with users confirming that the newly refreshed laptop is functioning properly; hardware/software support including but not limited to installation of docking stations, desktops/laptops, monitors, mapping drives, creating/restoring .pst files, creating single sign-on, offsite support, closing tickets, printer installation, add/removing admin privileges.

Tier 2 Helpdesk

Confidential, Arlington VA

Responsibilities:

• Answering calls with Cisco IP Phone, remote using VNC, window, and desk-side support providing a solution to the incident or request from user; Re-map network drives; troubleshoot VPN connectivity issues; COTS and some GOTS support; installation of local/network printers and scanners; Installation of software’s using Deployment manager;
• Resetting full disk encryption (checkpoint) passwords via Management console; Image new laptops via network, then name them accordingly then move computer name to correct OU followed by pushing software’s to the laptops; Configuration of Connect Backup to backup or recover data;
• Distribute RSA soft token to users email then open email from IPhone to import the token; Setting RSA pin via VMware client and unlocking RSA accounts;
• Unlocking users accounts and updating Outlook contact information via Active Directory; MDM support which includes IOS updates and enrolling users IPhones/IPads into AirWatch so they are able to access emails, RSA token and intranet site;
• Configuring ApproveIT (E-sign) for users who wants to be able to digitally sign documents using their actual signature;
• Unlocking users LastPass accounts; Run virus scans on necessary machines using Malwarebytes and (SAS) Super Anti-Spyware taking screen shots with snipping tool then remove all infected files;
• Removal of damaged/non-working computer hardware for example RAM, HDD, battery, CMOS battery, fans, motherboard, etc for laptops/ desktops and replacing them with new parts;
• Network patching, gathering ports by the number displayed on wall then applying Ethernet cable to proper port on Confidential