SUMMARY:

• Proven Ability to Manage IT Infrastructure
• Strong Computer and Peripheral Support
• Proficient in User Training & Support Tools
• Configuration and Technology Expertise
• Proven in Problem Identification & Analysis
• Expertise in All Windows Platforms
• Proficient in IT Testing and Troubleshooting
• Experienced in Desktop PC's and Networking

TECHNICAL SKILLS:

Operating Systems: DOS, Mac OS, Windows 95/98/2000/ME/NT/XP/2003/Vista/Windows 7/Server 2003/server 2008, Windows 8/Windows 10

Applications: Microsoft Office, Outlook 2003/2007, Microsoft Exchange, Lotus, Norton Ghost, Fog Imaging Software, Remedy Helpdesk Ticketing, iSupport Helpdesk Ticketing, Mac iWorks, LANDesk Remote Access, Bomgar Remote Access, Mobile Asset, WALES, Traffic Crash, Colombo, Siebel Telecom, Shoretel, Avaya Onex/ Avaya Site Administrator (ASA), SharePoint, iCloud, Mobile Iron, OneDrive, Skype for business, office 365. BMC Footprint, Xasset, BMC Asset core Cisco Jabra

Networking: NT/2000/2003, Active Directory, Exchange, Token Rings, Ethernet, LAN/WAN, TCP/IP, DHCP, DNS, FTP

Hardware: Personal Computer and Laptop Setup and Repair (Dell, HP, IBM, Compaq, Gateway, Toshiba, Mac), CPU, RAM, Motherboard Upgrade, Patch Cables, Crossover Cables, Monitors, Projectors, UPS, Digital Cams, Cisco Equipment, Routers, Hubs, Switches, Fix/Break, Cabling, Fiber Optics, Installation and Repair Local and Network Printer (HP, Samsung, Epson, Dell, Xerox, Brother etc.) Blackberry, Iphone, IPod Configuration and Support, Avaya

PROFESSIONAL EXPERIENCE:

Confidential, Rockville, MD

IT Support Specialist III

• Setup and configure Desktop Computer, Laptop, Tablet, Smartphone, projectors and wireless devices
• Setup and configure local and network printers, troubleshoot connectivity
• Setup VOIP Cisco phones and troubleshoot Unified Communications, teach users how to dial extension
• Setup, configure and troubleshoot Video and Audio conference system VTC
• Provide advanced mid - level support and resolutions for internal customers, working both remotely and on-site, on hardware and software related issues assigned through ITSC’s ticketing system.
• Maintain the ITSM ticketing system by resolving tickets based on SLA’s and according to ITSC policies and procedures. Assist with the administration of client’s desktop management tool - BMC Asset Core on patch, inventory, and image and software license management.
• Provide AD account administration. Provide Exchange Manager Administration.
• Assist with IT System Management system with image builds, patch management and software license compliancy. Support users through remote access (VPN and Citrix).
• Build, image, deploy, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT related equipment.
• Experience with Mac hardware and OS X installation and support
• Accurately track assets in the IT inventory tracking system. Assist on projects and tasks assigned to Desktop Support Specialist I, and II’s.
• Mentor and train IT Support Specialist I and II’s, when applicable.
• Lead role on advanced mid-level assigned projects and tasks assigned by ITSC manager. Follow all established IT SOPs, policies, and procedures. Perform other duties as assigned.

Confidential, White Marsh, MD

Regional Desktop Support Analyst

• Provide Setup and configure Desktop Computer, Laptop, Tablet, Smartphone, projectors and wireless devices (Dell, HP, IBM, Compaq, Gateway, Toshiba, Mac)
• Setup, configure and troubleshoot VOIP phones (Avaya Shoretel and Nortel) and voice mail for New Hire.
• Setup and configure local and network printers, troubleshoot connectivity and repair as needed
• Pro vides technical and administrative support to ACS offices in Maryland, DC, Virginia, and Delaware.
• Leads in all activities related to supporting offices under direction of the Regional Technology Support Manager, which includes end-user support of PC’s, printers, laptops, peripherals, and mobile devices.
• Works with Infrastructure and Operations team on network related troubleshooting and deployment.
• Assigned to second-level Help Desk support; working with the level one Help Desk team. Acts as part of an ‘onsite team’ during office relocations and other large scale projects that require technical support.
• Installs, analyzes, and troubleshoots peripherals in offices as well as routers, VPN devices, and switches.
• Experience with iSupport Help Desk Ticketing system; performs routine phone system maintenance.
• Evaluates new computer hardware/software and processes in regional environment with other IT staff.
• Maintains records of the distribution and location of assets; documents standard operating procedures.
• Work as a first level Telecom Subject Matter Expert (SME) staff setup user profile and assign extension on Avaya phones using Avaya Site Administrator application, create voicemail through Avaya voice mail system. Troubleshoot Avaya phone issue
• Created and assign extension on Shoretel VOIP system, troubleshoot first level problem.
• Tests, locates, and repairs equipment problems associated with trouble calls, and performs routine maintenance
• Provides guidance and work leadership to less-experienced technicians
• Participates in special projects as required
• Work as First Level Data Center Subject Matter Expert (SME) Technician creating AD account, give access to shared drive, use group policy object to Assist all senior level engineers and perform troubleshoot on all customer issues
• Experience with Mac hardware and OS X installation and support
• Setup, configure and troubleshoot Video and Audio conference system VTC
• Works as procurement staff to purchase both hardware and software products as needed and inventory support using Xasset application. Assesses functional needs to determine specifications for purchases

Confidential, Washington, DC

Desktop & Server Support/ Network Tech/ Helpdesk

• Provide Setup and configure Desktop Computer, Laptop, Tablet, Smart phones, projectors and wireless devices (Dell, HP, IBM, Compaq, Gateway, Toshiba, Mac)
• Setup, configure and troubleshoot VOIP Cisco phones and voice mail for New Hire.
• Install and configure switches, routers with Network team
• Setup and configure local and network printers, troubleshoot connectivity and repair as needed
• Utilized Active Directory domain tools to administer users, machines, groups, OU’s, and domain objects.
• Setup production and test servers, and selected to setup "high value" Blackberry devices for executives.
• Administered file permissions throughout domain; troubleshot and maintained network connectivity.
• Experience to interact with a variety of users at different levels while providing world-class customer service.
• Administered and setup MacAfee antivirus while efficiently deploying PC workstation images using Fog.
• Selected to setup production and testing of virtualization servers by using both VMware and Virtual PC.
• Supported and setup Desktops according to IT SOPs. Educated users in understanding of IT concepts.
• Provided technical support for servers and desktops. Setup and repaired printers, faxes and scanners.
• Performed analysis of equipment and made recommendations based upon IT budget and requirements.
• Supported users in person and/or telephonically as part of a fast paced technical environment (24/7 on call).

Confidential, Washington, DC

LAN/WAN Technician - Level II

• Setup, configure and troubleshoot laptops, desktop computers, peripheral equipment, and software within established standards and guidelines and in a time manner for government agency (MWAA).
• Setup and configure local and network printers, troubleshoot connectivity and repair as needed
• Setup, configure and troubleshoot VOIP Cisco phones and voice mail for New Hire.
• Consistently demonstrates excellent follow-through supporting and troubleshooting copiers, small office printers, and fax machines; was routinely recognized for superior customer satisfaction.
• Installs operating systems such as Microsoft products (Microsoft Office, Microsoft Outlook), Adobe Acrobat (PDF Creator and Adobe reader), and other standard Windows software products COTS.
• Routinely called upon to provide immediate support in conference rooms for audio visual equipment, projectors, document projectors, touch panels, video teleconferencing, and smart boards.
• Extraordinary ability in handling computer platforms in a multi-layered client server environment.
• Trains and orients staff on the use of hardware and software and teaches them productivity tools for tasks.
• Leads other on-site teams, such as Help Desk and Network Administration to efficiently resolve issues.
• Coordinates with support contacts to resolve technical problems with desktop computing equipment.
• Provides expertise in recommending and/or performing upgrades on systems to ensure longevity.
• Focuses on delivering outstanding and exceptional support for Internet Protocol-based phones and handsets.
• Fully capable of using barcode scanner to successfully track equipment deployed to end-users.
• Proven ability in setting up Barcode scanner in PDA devices and installing synchronization application.
• Works as procurement staff to purchase both hardware and software products as needed and inventory support using Xasset application. Assesses functional needs to determine specifications for purchases.
• Maintains inventory of IT hardware and software, and other IT-related supplies and orders as needed.
• Conferred with technical team in maintaining LAN/WAN records and telephone systems cables.

Confidential, Vienna, VA

Help Desk Administrator

• Provided support for over 600 students, faculty and staff daily, using Liberum for Help Desk support.
• Experienced in configuring of laptops, desktops, wireless, printers, user accounts, and e-mail support.
• Possessed detailed understanding of imaging (ghosting) of workstations, relocations, and drive mappings.
• Provided outstanding client management—understanding and closing escalated customer issues.
• Demonstrated ability to identify solutions, provide conclusions to problem solving, and multi-task effectively.
• Provided assistance for the Senior Administrators and the Director of IT on a daily basis by maintaining computer labs for day-to-day use and setup of LAN network cabling for classrooms.
• Performed remote desktop configurations using Remote Desktop Protocol (RDP), joined user workstations to the domain, and provided troubleshooting of hubs and switches.

Confidential, Bladensburg, MD

Help Desk Support/Sales Associate

• Determined needs and developed plans and designs for LAN and WAN systems and TCP/IP subnet masks.
• Installed and configured Windows 2000 servers and workstations, print servers, printers, and computers.
• Assisted in utilizing in-house systems to test installation as well as registration techniques and fixes.
• Highly competent in troubleshooting operating system, software, and hardware problems for customers by phone as well as on-site and provided effective resolutions after researching a system or product.
• Responsibilities included: all desktop support within the company, such as setting up and reimaging training rooms and upgrading all computer systems as well as providing superior phone support for customers.
• Assisted and walked users through installation and registration process of a purchased product.
• Researched industry prices to curb against competitors' activities, balanced daily transactions, and prepared monthly profit and loss statements.