SUMMARY:

• Skilled information technology professional eager to contribute my technical and customer service skills within a Tier 3 support role. Comfortable working in a team setting or independently providing Tier 3 computer support such as troubleshooting, installations, and maintenance. In - depth knowledge and understanding of numerous software packages and operating systems. Experienced in providing customer and end-user help desk support through different channels, such as phone support, in-person and remotely. Possess the ability to identify and resolve complex technical issues and concerns.
• Excellent communication and presentation capabilities.

TECHNICAL SKILLS:

• Windows Vista 7/8/10 DeploymentStudio
• Mac OS X Citrix
• Mimecast VPN
• McAfee RingCentral
• PGP Adobe Suit (Adobe Acrobat DC, Ps, Id, Pr)
• BitLocker Microsoft Office (Word, Excel, PowerPoint Symantec endpoint protection OneNote, Outlook, Access, Skype for Business)
• Confidential Kace/Quest Active Directory
• RemedyForce Windows Server 2003, 2008, 2012
• ServiceNow GoToMeeting
• SelfService WebEx Meeting
• Bomgar RingCentral Meetings
• Apple Remote Desktop IT security best practices
• HTML/XHTML Full lifecycle development
• Casper
• SCCM

PROFESSIONAL EXPERIENCE:

Confidential, WASHINGTON, DC

Service Desk Engineer

Responsibilities:

• Identifying high-level business needs and requirements.
• Create and maintain user accounts in Active Directory using Windows Server 2008 R2 Enterprise.
• Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printersmobile devices, and phones.
• Maintain an inventory of hardware, and miscellaneous computers and network supplies for immediate and planned future use.
• Refer significant hardware and software problems and defective products to vendors or technicians for service.
• Advise customers on the proper use of hardware or software.
• Participate in special projects, external audits, evaluations and process improvements.
• Provide after-hours support for applications and project efforts when needed.

Confidential

Help Desk Tier 2/3 Technician, Frederick, MD

Responsibilities:

• Scheduled software deployments, maintenance, troubleshooting and monitoring of completed projects, in addition to reporting project results to management.
• Deployed software, hardware and operating systems, including Windows, on desktops and laptops.
• Imaged laptop and desktop computers using Confidential KACE.
• Used DeploymentStudio to deploy an image Mac computers.
• Assisted the Computer Technology Branch (CTB) in providing IT support and guidance to the
• Confidential and Kidney Diseases (NIDDK) and its subordinate Divisions.
• Provided proactive and reactive support for all AV technologies and video conferencing systems in conference rooms, training rooms, auditoriums and public spaces, as well as the support for desktop video conferencing software.
• Installed, configured, troubleshoot and repaired hardware such as laptops, workstations, printers phones, video conference equipment and mobile devices working with third-party vendors as applicable.
• Imaged, configured and deployed workstations (desktops/laptops) and mobile devices (iPhones iPads, etc.)
• Maintained the highest level of security on all systems including virus protection, user permissions for both local, and network and Internet access on all personal computers.
• Performed technical functions such as user and server accounts management, password resetting evaluate software, created images, programming.

Confidential

Help Desk/Tier 2 Technician, Reston, VA

Responsibilities:

• Led a team of 12 technicians throughout the Confidential campus, overseeing Windows 7, Mac and Surface Pro refreshes.
• Delegated responsibilities to team members based on experience and skill set.
• Scheduled software deployments, maintenance, troubleshooting and monitoring of completed projects, in addition to reporting project results to management.
• Deployed software, hardware and operating systems, including Windows, on desktops and laptops.
• Used Norton Ghost and SCCM to image desktops and laptops, including Mac and Windows.
• Provided customer support troubleshooting issues over the phone, in-person or remotely using
• Bomgar for over 4,000 customers.
• Used Remedyforce for opening, tracking, and closing trouble tickets, ensuring problem ownership moreover, promoting end-user satisfaction.
• Tracked activities of technical support specialists to whom tickets were assigned.
• Added logon scripts and connected shared drives for new users.
• Assigned users and computers to proper groups in Active Directory.
• Created secondary accounts such as administrative accounts.
• Assisted in deploying Knowledge Base for new ITSM environment implementation.
• Onsite installations or replacements of various hardware components, software repair, diagnostic testing. Ensured outstanding requests and provide timely resolution.

Confidential

Phlebotomy Technician, Bethesda, MD

Responsibilities:

• Obtained blood specimens by performing venipuncture and finger sticks.
• Performed bleeding-times tests by entering results into the computer; notified pathologist of results are falling outside normal ranges.
• Collected specimens by initialing, dating, and noting times of collection; maintaining daily tallies of collections performed.
• Verified test requisitions by comparing information with nursing station log; bringing discrepancies in the attention of unit personnel.
• Maintained quality results by following department procedures and testing schedule; recording results in the quality-control log; identifying and reporting needed changes.
• Served and protects the hospital community by adhering to professional standards, hospital policies and procedures, federal, state, and local requirements, and JCAHO standards.