TECHNICAL SKILLS:

Operating Systems: DOS, Windows 95/98/ME/XP/NT/ XP/2007, MAC OS X, DOS

Networking: Setup and configured LAN, TCP/IP

Software Applications: Office 2003, 2007/2010, Outlook 2003, 2007/2010

Web Applications: PeopleSoft, PASS, Whales, Google Apps

HARDWARE SKILLS:

• Installation of network cables, switches and routers
• PC Desktop and Laptop setup and troubleshooting
• Local and Network Printers
• Peripherals
• Memory Upgrades

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Desktop Support/ Deployment Specialist

Responsibilities:

• Setup and configured local and network printers.
• Installed departmental software for each department
• Break - fix all hardware problems with laptops and desktops.
• Troubleshoot any TCP/IP upgrade, and local or network printer problems.
• Made sure network connections were active at switches and ports.

Confidential, Washington, DC

Desktop Support/ Deployment Specialist

• Setup and configured local and network printers.
• Installed departmental software for each department
• Break-fix all hardware problems with laptops and desktops.
• Troubleshoot any TCP/IP upgrade, and local or network printer problems.
• Made sure network connections were active at switches and ports.

Confidential, Washington, DC

Desktop Support Engineer

• Documented each ticket through SM9 ticketing software and interact with the user to resolved problem.
• Reimaged and encrypted the hard drive on laptops.
• Setup and configured TCP\IP phone voice over (VOIP).
• Setup and configure Windows NetMeeting.
• Made sure network connections were active at switches and ports.
• Setup and configured Lotus Notes 8.5. And Lotus Notes Sametime.
• Configured VPN client when user could not remote.
• Setup and trouble shot any VTC (Video TeleConference)
• Provided proper AV equipment when needed
• Troubleshoot any TCP/IP upgrade.
• Configure local and network Lexmark and HP printers.
• Configured and troubleshoot Xerox network printes.
• Break-fix all hardware problems with laptops and desktops.
• Used MobileIron application to install PCW applications to Apple devices.
• Manage asset records of laptops that assigned to users
• Order and maintain bulk items.
• Manage repair orders of laptops for users
• Configured new laptops for new users.
• Monitor Deployment table for Incoming/Outgoing/Same location & ship accordingly
• Monitor the PC Refresh scheduling database & take appropriate action(s) as required
• Ensure SM9 tickets are created for each transaction for ATS asset assignment. I.E Hot Swap, Loaner, PC Refresh, etc.
• Scan in new, inter-office & back from repair assets
• Verify Hot Spare (HS) & TPR have valid PC end dates (PC Replacement Date<175 days (non-redeployable) and request assets be moved to Available-Available and replace with current equipment if needed.
• Receives work from and responds to service center tickets, walk-in or internal help requests.
• Using experience and technical judgment, successfully troubleshoots and resolves or escalates complex technical problems in a timely manner while following consistent, standard approaches.
• Complies with standard operating procedures and checklists in delivering quality solutions and service.
• Documents all work, including research and resolution related to service requests, in call tracking system
• Actively participates in training and personal career development.
• May participate on/be assigned to local, market or regional project teams
• May have responsibilities ensuring that the office/cluster/region is adhering to nationally established policies and procedures
• Executes routine tasks and may be required to accept & resolve escalated support issues from other teams.
• May serve on a national team to coordinate implementation of standard technologies (A/V, Asset management, etc.) or to serve as subject matter expert in the local office for a technology (Notes, network, etc.)
• Participates in overall local office support team, substituting for other groups as necessary.
• May perform asset management, network support, connectivity, telecom, project management, Market & regional work, procurement.
• Provided computer support to end users

Confidential, Bethesda, Maryland

Deployment Specialist \Desktop Support Specialist

• Answered incoming calls from user for future deployment.
• Emailed users to notify them on mailing in pc\laptop for imaging.
• Picked up mail incoming pc\laptop for imaging from mailroom documented them into BMC Remedy.
• Ran Windows Easy transfer to migrate user’s profile.
• Break-fix all hardware problems with laptops and desktops.
• Copied users desktop, favorites, my documents, and pst. files to external drive for secondary back-up.
• Initiated Windows 7 imaged from network server.
• Ran disk encryption on hard drive.
• Ran Windows 7 Transfer or manually copied user data back on new pc\laptop.
• Documented all deployment activities in BMC Remedy.
• Trained new user on reimaging procedures.

Confidential, Washington, DC

Deployment Specialist \ Desktop Support Specialist

• Ghosted image to PC’s and configured for users.
• Joined new PC to Domain thru Active Directory.
• Break-fix all hardware problems with laptops and desktops.
• Setup Outlook client for first time use to connect to Exchange server.
• Shared user’s Outlook calendars, created pst files, set rules for incoming mail, setup separate inbox for user view.
• Troubleshoot any TCP/IP upgrade, and local or network printer problems.
• Made sure network connections were active at switches and ports.
• Installed departmental software for each department
• Setup and configured local and network printers.

Confidential, Washington, DC

Helpdesk Support Specialist

• Receive an average of 40 calls daily from all DC Govt. Agencies who were experiencing problems with their PC or MAC, document and manage service tickets through Remedy ticket database.
• Worked on Windows 7, XP, and MAC operating systems
• Remote into user’s PC using LANDesk or Bomgar remote tool to resolve problem.
• If problem could not be resolved remotely, I would escalate ticket to proper DC Govt. agency helpdesk.
• Granted security access when user’s needed passwords reset
• Supported and troubleshot web applications such as PeopleSoft, PASS, Wales (DC Police), Google Apps
• Installed and uninstalled MAC application.
• Configured network support for MAC computers/laptops.
• Controlled MAC processes in the Activity Monitor when needed.
• Configured VPN client when user could not remote.
• Remote to user’s pc and added local and network printers.
• Troubleshoot Office 2003, 2007, and 2010 applications (ie Word, Excel)
• Setup Outlook client for first time use to connect to Exchange server.
• Shared user’s Outlook calendars, created PST files, set rules for incoming mail, setup separate inbox for user view.
• Created, disabled/enabled user accounts for all DC Govt. agencies in the Active Directory and the Active Role Server.
• Managed, configured and installed all applications under admin rights for each DC Govt. agency.
• Managed network security on PCs.
• Installed and configured Blackberry client and hand held device.

Confidential Greenbelt, MD

Desktop Support/ Deployment Specialist,

• Setup and configured local and network printers.
• Break-fix all hardware problems with laptops and desktops.
• Installed departmental software for each department
• Troubleshoot any TCP/IP, upgrade, and local or network printer problems.
• Made sure network connections were active at switches and ports.

Confidential, Washington, DC

Desktop Support/ Deployment Specialist

• Contracted to update the backlogged tickets in Remedy.
• Documented each ticket through Remedy ticketing software and resolved problem remotely or personally interact with the user.
• Ghosted image to PC’s and configured for users.
• Joined new PC to Domain thru Active Directory.
• Break-fix all hardware problems with laptops and desktops.
• Setup Outlook client for first time use to connect to Exchange server.
• Shared user’s Outlook calendars, created pst files, set rules for incoming mail, setup separate inbox for user view.
• Troubleshoot any TCP/IP upgrade, and local or network printer problems.
• Made sure network connections were active at switches and ports.
• Installed departmental software for each department
• Setup and configured local and network printers.
• Managed network security on PC.
• Added users, changed passwords, and policies to user accounts on Active Directory.
• Installed and configured Blackberry and IPad devices.

Confidential, Rockville, Maryland

Desktop Support Specialist

• Documented each ticket through Remedy ticketing software and resolved problem remotely or personally interact with the user.
• Ghosted image to PC’s and configured for users.
• Joined new PC to Domain through Active Directory.
• Break-fix all hardware problems with laptops and desktops.
• Troubleshoot any TCP/IP, Outlook 2007, or HP printer problems.
• Installed departmental software for each department
• Setup and configured local and network printers.

Confidential, Washington, DC

Desktop Support / Deployment Specialist

• Documented each ticket through Remedy ticketing software and resolved problem remotely or personally interact with the user.
• Assist clients with the coordination of network installations.
• Ghosted image to PC’s and configured for users.
• Documented PC Asset #, Serial #, and PC name.
• Joined new PC to Domain.
• Setup and configured new PCs.
• Troubleshoot any TCP/IP, upgrade, and local or network printer problems.
• Setup Outlook client for first time use to connect to Exchange server.
• Prefix all hardware issues.
• Shared user’s Outlook calendars, created PST files, set rules for incoming mail, setup separate inbox for user view.
• Prepared end users for new log-ins.
• Break-fix all hardware problems with laptops and desktops.
• Deployed users data to network drive then moved data to imaged PC.
• Trained techs for usage on new PCs.
• Installed departmental software for each department
• Installed Skype software for VoIP.
• Installed and configured Blackberry client and hand held devices.

Confidential, Washington, DC

Desktop Support Specialist

• Prioritize each ticket according to their importance, and personally interact with the user to resolve the problem within the Hospital.
• Troubleshoot any TCP/IP problems.
• Setup and configured Office 2007 and Outlook 2007.
• Installed and configured Blackberry client and hand held device.
• Upgraded and configured Symantec Antivirus software.
• Setup and configured local and network printers.
• Break-fix all hardware problems with laptops and desktops.
• Researched and documented new fixes to tech catalog.
• Prefix all hardware issues.
• Added users, changed passwords, and policies to user accounts on Active Directory.

Confidential, Washington, DC

Desktop Support Specialist

• Receive calls from users and Army Officers who were experiencing problems with their PC, document and manage service tickets through UniCenter ticket database, prioritize each call according to their importance,
• If problem could not be resolved, I personally interact with the user to resolve the problem.
• Remote into user’s PC using UniCenter remote tool to resolve problem
• Configured PC’s and laptops for Army Secured web sites.
• Setup and configured HP, Xerox and Minolta network printers.
• Installed and configure Army in-house software.
• Break-fix all hardware problems with laptops and desktops.
• Upgraded or installed all needed software.
• Configure TCP protocol for LAN.
• Added users, changed passwords, and policies to user accounts on Active Directory.
• Installed Common Access Card (CAC) readers and proper drivers for each reader.
• Installed ActiveCard Gold software for the CAC readers.
• Connected to Public Key Infrastructure (PKI) home web page to download user’s Class 3 Root CA Certificate and Assurance Root CA Certificate.
• Registered certificates on Common Access Card to allow user to use from PC.
• Setup mail forwarding from Army Knowledge Online (AKO) account.
• Setup Outlook email client for secured message format, proper Signing and Encryption Certificates, and published certificates to Group Access List.
• Installed and configured Blackberry client and hand held device.