SUMMARY:

• Evident and knowledgeable with professional and personal experience in IT support, technology, and networking.
• Adept in leading an organized team to troubleshoot and develop consistent workflow.
• Proficient in handling network hardware/software deployment, maintenance, and monitoring.

TECHNICAL SKILLS:

• Network Operations & Management
• Sharepoint
• Domain Assets Management
• SCCM
• Active Directory
• Microsoft 365 and Exchange
• Hardware & Software Support
• Solarwinds Web HD and Orion

PROFESSIONAL EXPERIENCE:

Confidential, Chantilly, VA

Helpdesk Lead

Responsibilities:

• Assist in configuring routers, WAPs, Cisco switches, and ethernet cable management (crimping, testing, running).
• Configure Cisco switches with duplex and high speed Ethernet to provide SCCM access point for computer imaging.
• Manage Helpdesk email servers using Solarwinds, VMs with Windows Server 2012, and VSphere to maintain ticket workflow.
• Resolve discrepancies in DHCP server with DNS management in AD for hardware assets.
• Provide working knowledge of networking principles, OSI & TCP/IP models, and server configuration to Technicians for complex resolutions before escalation.
• Create reference guides and training for new - hire Technicians providing immediate knowledge of basic systems and troubleshooting.
• Monitor Helpdesk system with various reports to maintain steady workflow of Helpdesk Team.

Helpdesk Technician

Responsibilities:

• Troubleshoot software and hardware issues through Solarwinds ticketing system for internal and external users. Total supported users average at 4000 or more.
• Assist infrastructure team in preparation of deploying user features for various Microsoft and PDRI software through SCCM, Group Policy or MS 365.
• Develop working knowledge of AD and Solarwinds Orion to monitor and maintain 100+ network assets.
• Manage administrator tasks for PDRI Sharepoint to streamline project documents management.
• Research and catalog information on issues to create and document resolutions to provide rapid assistance.
• Communicate with Tier 2 team to escalate complex tickets and research possible solutions.

Sales Associate & Technician

Responsibilities:

• Communicated updates or changes to work procedures with associates maintaining a productive and enjoyable work environment.
• Inspected order records for inconsistencies insuring customers receive correct product.
• Organized and review purchase invoices to maintain proper record keeping.
• Assisted Senior Technician with troubleshooting and hardware replacements for efficient work flow.
• Contacted customers with submitted computers for repair and troubleshooting statuses providing immediate notifications.
• Advised customers on warranty qualifications to insure the most optimal procedure of repair.
• Assisted customers who require in-store troubleshooting, producing rapid and convenient technical support.