SUMMARY:

I have over fifteen years of progressive experience as an Information Technology professional encompassing enterprise desktop support, database management and superior customer support. I provide on - site and remote network setup and configuration to several federal agencies. I use System Center Configuration Manager (SCCM) to add systems for reimaging computers. I use Directory and Resource Administrator (DRA) privileges for deleting, creating, and changing passwords for multiple users. Maintain customer relationship, performed audio/video support to multiple users on model, Dell projectors, Epson 1410 projectors for presentations on computer system as a daily routine, setup data monitor for presentation, routine setup and assist client with audio/video conferencing. I received a spot award in 2007 at the Government Accountability Office (GAO) for outstanding performance in customer service.

PROFESSIONAL EXPERIENCE:

Information Technology Specialist

Confidential,Washington,MD

• Perform on-site IT support of Hardware, Software, Operating Systems, desktops, laptops and printers for the centers and offices within.
• Identify, analyze and repair equipment to ensure optimal performance and productivity
• Recommend equipment upgrade or replacement for cost efficiency resulting in $75,000 savings annually to the customer.
• Provide technical support to users of Cisco VPN/ Any-Connect remote connectivity
• Configure printers on the network for multiple user support
• Configure and setup blackberries and email accounts on exchange server (Microsoft Outlook)
• Manage and update Remedy ticket trouble reporting and tracking database to ensure user requests are expedited and closed within the specified service level agreement time frame
• Develop Standard Operating Procedures for repairing computer equipment
• Document Lessons Learned and apply in new product deployment

Field Service Technician

Confidential,PA

• Assist Corporate and Federal clients with installation and desktop setup
• Install, maintain and configure all network peripherals
• Configure wireless networks and routers and added encryption on each computer\
• Develop Standard Operating Procedures for repairing computer equipment
• Document Lessons Learned and apply in new product deployment
• Install and configure operating systems, windows7/Vista and XP

Customer Support Specialist

Confidential,MD

• Assess and repair customer issues related to desktop, laptop and other peripherals
• Diagnose customer related equipment issues
• Setup and configure all models of computers, and perform data restoration
• Interact with customers and provide the highest level of service through face to face interaction
• Recommend resolution to clients and make final for. repairs relating to software, hardware

Customer Support IT Specialist

Confidential,St; Louis,MO

• Provide on-site IT support to ensure all Hardware, Software, and Operating Systems were installed, configured according to policy and required configuration
• Utilize industry standards and practices to troubleshoot connectivity issues remotely using CISCO VPN client
• Research and recommend procedural and policy changes for repairing equipment resulting in cost savings and a reduction in outage or downtime
• Configure printers on the network for multiple user support configure and
• Setup blackberries and email accounts on exchange server (Microsoft Outlook)
• Manage the helpdesk reporting tool to ensure open tickets are updated on a daily basis
• Maintain Customer relationships

Confidential,Farmville, VA

Customer Support

• Provide on-site IT support to ensure all Hardware, Software, and Operating Systems were installed, configured according to policy and required configuration
• Utilize industry standards and practices to troubleshoot connectivity issues remotely using Cisco Any connect, VPN client
• Research and recommend procedural and policy changes for repairing equipment resulting in cost savings and a reduction in outage or downtime
• Configure printers on the network for multiple user support configure and
• Setup blackberries and email accounts on exchange server (Microsoft Outlook)
• Manage the helpdesk reporting tool to ensure open tickets are updated on a daily basis
• Maintain customer relationship, performed audio/video support to multiple users on model, Dell projectors, Epson 1410 projectors for presentations on computer system as a daily routine, setup data monitor for presentation, routine setup and assist client with audio/video conferencing.

Confidential, Irving, TX

Customer Field Engineer

• Provide support to Corporate Clients
• Diagnose, and replaced the necessary hardware electronics, included, system board, both laptop and desktop equipment
• Installed, configured and maintained Network equipment
• Configured routers using 802.1 wireless technology
• Review and implement security and virus patches
• Install and configure operating systems Windows 98/ME/XP and Microsoft Office 2003

Technical Engineer

Confidential

Responsibilities:

• Provide support to Corporate Clients
• Installed, configured and maintained Network equipment
• Configured routers using 802.1 wireless technology
• Review and implement security and virus patches
• Install and configure operating systems Windows 98/ME/XP and Microsoft Office 2003