SUMMARY:

• CompTIA A+ and MTA Certified Technician with 9 years of customer service experience.
• Seeking to obtain an entry - level IT support position.

TECHNICAL SKILLS:

Windows: 10, 8, 7, XP Pro, Enterprise, Vista, Active Directory, Dell Ticketing System, BMC Remedyforce Ticketing System

Microsoft Office: 2013/10/07, Access, Excel, Word, PowerPoint, Publisher, OneNote, MS Project

LAN/WAN:, VPN, Routers, Network Cabling, Firewalls, TCP/IP, DNS, DHCP

Repair: Apple, Asus, Acer, HP & Dell CPUs, Monitors, Laptops

OS: Migration by Server, Disk & Flash, Imaging, Application Installation.

Virus & Malware: Removal, Norton Ghost

Restore Data & System: Recovery, ConfigurationDiagnose, Troubleshoot, Repair Desktops & Laptops

WORK EXPERIENCE:

Confidential, Washington, DC

Help Desk Specialist

Responsibilities:

• Provide on-site and remote technical support for over 350 OFR employees, visitors, and contractors.
• Utilize various software programs and websites to diagnose, troubleshoot, and resolve issues for all OFR staff on a daily basis.
• Create and resolve over 25 ongoing tickets on a weekly basis by utilizing the Dell KACE Ticketing System.
• Generate and support all end user and external contact accounts in Active Directory, Skype Admin Console and Microsoft Exchange Admin Console.
• Assist in deploying, managing, and collecting government technology and equipment for all incoming, relocating, and departing OFR employees, visitors, and contractors.

Senior Help Desk Technician

Responsibilities:

• Participated in a computer replacement project that included over 100 Metro facilities throughout the region.
• Transferred sensitive professional data between current units and newly acquired units via the network for over 10 clients on a weekly basis.
• Generated and closed over 15 ongoing tickets on a weekly basis by utilizing the Maximo Ticketing System.
• Assessed printer security features on network printers throughout 8 floors within site headquarters.
• Downloaded, installed, and configured applications and programs for WMATA staff and management.

Tier 2 Help Desk Technician

Responsibilities:

• Settled computer issues for teachers, staff, administrators and liaisons in 5 DC Public Schools.
• Documented and updated over 10 ongoing tickets on a weekly basis by utilizing the BMC Remedyforce Ticketing System.
• Connected local and network printers throughout 5 DC Public Schools, configured and troubleshot resolutions to wireless connectivity issues.
• Performed reimaging, install/download applications and programs to Apple and Dell computers.

PC Technician

Responsibilities:

• Repaired desktops and laptops including upgrades & installs and migrating from XP to Windows 7 OS by server, disk and flash drives for individual and office computers.
• Used OSI to troubleshoot and resolve computer issues related to malware, viruses, blue screen and various hardware issues consisting of monitors, disk drives, modems, hard drives and optical drives.
• Used step-by-step method to explain basic and complex computer issues and how to fix them in simple and easy to understand terms to colleagues and instructors.
• Set up systems for work sites, established and repaired network connections and cables, set up wired/wireless networks for offices, computer labs and classrooms.

Education Specialist

Responsibilities:

• Assisted in the improvement of educational standards in the youth center by providing education assistance to over 30 students in DC public schools.
• Designed and implemented lesson plans for afterschool programs in accordance with the academic needs of students.
• Prepared physical activities and coached students in basketball with the focus being on developing team building, commitment and individual responsibility skills.
• Collaborated with administrators and management and provided assistance in hosting public events for the youth in the community.

Tutoring Aide

Responsibilities:

• Completed more than 1700 full-time hours of volunteer work in team based community service consisting of tutoring, social skills coaching, test preparation and community restoration projects.
• Tutored and mentored over 10 students in DC public schools in various neighborhoods and social settings.
• Performed over 10 community service initiatives involving playground, basketball court, and school building restoration projects.
• Developed and nurtured a positive relationship with the Afterschool Coordinator and City Year in order to uphold productivity in various programs and projects.

Executive Assistant

Responsibilities:

• Provided verbal and written messages between customers and the Executive Director on issues pertaining to registration, events, and finances.
• Used Microsoft Office and Lifeline to compile, edit and organize numerous highly detailed reports for all levels of managerial staff.
• Called and marketed organization membership promotions to past clients, organizations, and various companies to increase membership numbers.

Front Desk Customer Service Agent

Responsibilities:

• Updated clients on the daily logistics of the facility regarding operations and membership.
• Answered phones and provided information to students and faculty.
• Organized front desk area while engaging with the facility guests, answering questions and maintaining a detailed log of guest files.

Logistics and Maintenance Coordinator (Internship)

Responsibilities:

• Upheld confidentiality of materials pertaining to the operations of the department.
• Sorted operational materials that were distributed throughout the organization’s departments.
• Maintained detailed records and files for managerial staff.