SUMMARY:

• Confidential ACD Call Routing System or equivalent
• Basic hardware/Printer/Application support, installation & troubleshooting
• Basic troubleshooting skills for XP and Mac environment
• Bomgar Remote Control or equivalent Remote Control software
• Call Center Operations experience Tier 1 phone support
• Customer Service skills
• Hands - on experience w/AD or equivalent for pwd reset, acct creation, etc.
• Help Desk or other related IT support experience
• Mac for Office and/or iWorks
• Mac OS X in a support and troubleshooting role
• Microsoft's XP operating system, basic configuring and troubleshooting
• MS Office 2007 and 2010 product suite support, troubleshooting, etc
• Remedy Call Tracking System or equivalent
• Parallels/Boot Camp/Fusion or other VM software

EMPLOYMENT HISTORY:

Confidential, McLean, VA

IT Specialist

Responsibilities:

• Daily basis assist customers with troubleshoot basic to advanced hardware and software issues on a wide variety of machines, including Windows operating systems.
• Assists via Active Directory; reset passwords and unlocked accounts
• Provided support for Mac/PC computers connecting to projectors in the 20+ Conference Room’s in the building
• Administered the upkeep of Remedy ticketing system, including recording, tracking and categorizing all telephone inquiries and e-mails, problem symptoms and status information to ensure proper resolution
• Assists remote users in installing routers and activating VPN in accordance with agreed upon processes.
• Monitored and initiated security training, updates, patches, enforced all security policies and directives
• Responsible for laptop and desktop configurations
• Blackberry Support for field technicians and various internal customers. (Assisted managers with their devices).
• Supported several Xerox printers, copiers, fax machines and other various multifunctional products.
• Remotely assisted laptops and desktop machines to all end users.
• Assist clients with setting up workstations and laptops for new employees; configured systems, ensured network connectivity, and installed and tested hardware and software
• Implemented new software and upgraded existing software on customers workstations
• Custom configuration of customer machines utilizing Boot Camp, Parallels and various utilities for multiple boot and virtual systems
• Entrusted with the most complex customer service issues; possessed exceptional ability to build productive relationships and resolve difficult issues in a courteous and calm manner
• Performed both hardware and software installations for Dell products while doing major PC rollout.

Confidential, Washington, DC

Deskside Support

Responsibilities:

• Migrated 3000 + machines from Windows XP to Windows -7 internally at headquarters and helped conduct 1000 migrations via remote assistance at satellite offices
• Installed Office Professional plus 2010 along with SharePoint 2010 on select PC’s
• Executed scan state and load state for scripts for window’s environment migration
• Spearheaded migration transition tickets and installed per department software
• Emphasized customer service and high report with clients to promote OIT department success and open communication between federal employees and contractors
• Created highly detailed pre and post deployment tickets in Remedy ticketing system for clear and concise resolution for client assessment, quality assurance and audit purposes
• Assisted in the decryption and encryption laptop\desktops before and after migration with Point-sec PC.
• Installed Cisco phone systems and performed port security protocols for assignment of network configuring
• Worked with Active Directory extensively for account creation and password resets
• Utilized proper work flow to facilitate higher productivity and quicker ticket resolution to meet and exceed service level agreements
• Authenticate, assign, deploy and troubleshoot blackberries, iphones and ipads
• Manually backed up user documents, favorites to the network drive before scheduled deployment.
• Worked on hardware troubleshooting and served as liaison for Dell work orders
• Assisted in the installation of custom applications on an as-needed basis
• Managed the distribution of loaner equipment and asset of peripherals
• Worked closely with helpdesk to resolve post deployment issues relative to mapping and preference configuration
• Escalated more complex tickets to specific department Tier 3 support after exhausting knowledge base, teammate and team lead assistance outlets and personal reference guides
• Coordinate scheduling for on boarding personnel equipment and policy and procedure account creation workbooks
• Followed up with users 3 days after deployment to ensure everything was working properly and ticket was completed thoroughly

Confidential, Washington, DC

Desktop support/ System Admin

Responsibilities:

• User administration (setup and maintaining account through Active Directory.)
• Verify that peripherals are working properly.
• Configured Lotus notes for new employee with Lotus notes ID file
• Quickly arrange repair for hardware in occasion of hardware failure.
• Monitor system performance.
• Supported various Microsoft and Apple Operating Systems including but not limited to DOS, Windows 2000, Windows XP, and MAC OSX.
• Install software.
• Used Confidential ACD for Call Routing.
• Reimage
• Blackberry Enterprise Server.
• Create a backup and recovery policy.
• Migration from XP Windows 7. Troubleshooting of Outlook 2007 and Office 2007/2010.
• Encryption laptop\desktops before and after migration with Point-sec PC.
• Monitor network communication.
• Update system as soon as new version of OS and application software comes out.
• Provided software support. (BW ware, Autodesk Revit 2011, 2012)
• Implement the policies for the use of the computer system and network.
• Setup security policies for users.
• Create new users
• Resetting user passwords
• Lock/unlock user accounts
• Monitor special services
• Installing and configuring new hardware/software.
• Adding/deleting/creating/modifying user account information, resetting passwords.
• Answering technical queries.
• Responsibility for security.
• Responsibility for documenting the configuration of the system.
• Troubleshooting any reported problems.

Confidential, Washington, DC

Desk Side Support

Responsibilities:

• Received and resolved issues using online ticketing system (Sibel).
• Support technical assistance to a fast paced environment with no supervision.
• Offered great help desk service assistance to all end users via telephone, email or onsite.
• Offered Microsoft Word, Excel, PowerPoint, and Outlook assistance to end users.
• Offered troubleshooting assistance to all users using Microsoft 2003, Windows XP, 7and MAC.
• Upgraded various laptops and desktops to the latest patches and Antivirus software.
• Managed all of the companies IT inventory
• Installed desktops computers, laptops, monitors, printers, faxes, keyboards, speakers, and software to all
• Troubleshoot offsite users with VPN problems; pin reset, token fix, and unlocking account
• Remotely assisted laptops and desktop machines to all end users.
• Provided Blackberry/ Iphone/ Ipad support to users with remedy reset, software upgrade, and email/text issues

Confidential, Washington, DC

Desktop Support Analyst

Responsibilities:

• Provide network support to include LAN/WAN troubleshooting and resolution.
• Migrated from Windows XP to Windows 7. HP to Dell.
• Support more than 400 end-users with computer, network systems and peripheral devices.
• Manage the configuration and performance management of all PC systems and telecommunications via RDP or onsite support.
• Managed company clients through Active Directory.
• Encrypted company desktops and laptops to company requirement.
• Manage and corrected pre-deployment surveys.
• Maintains passwords, data integrity and file system security for the desktop environment.
• Install, configure and maintain back-end and front-end systems, as well as LAN and WAN connection at remote sites.
• Recommend hardware and software solutions and upgrades using established procurement processes.
• Tracked all aspects of issues via Remedy Ticketing System .

Confidential, Washington, DC

Helpdesk Analyst

Responsibilities:

• Received and recorded client calls into Remedy Ticketing System.
• Monitored and ensured all customers were operating with appropriate software release levels
• Create user Account, Password reset/unlock and elevating rights to all users with Active Directory
• Experience troubleshooting of Outlook 2007 and Office 2007/2010.
• Provided IT support such as Software Installation, password reset, replacing hardware, etc, configured Confidential IP Cisco phones VOIP,
• Installs or assists in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises.
• Offered Blackberry assistance to users with battery, password reset, software upgrade, and email/text issues
• Used SMS Remote Control Tool for troubleshooting and problem resolutions
• Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer
• Research, resolve, and respond to all customer issues and inquiries received via phone, email, or in person in accordance with current standards and procedures.
• Maintain inventory of equipment (PCs, printers, scanners, etc) for site.
• Motherboard, video cards, replace bad sticks of RAM, etc.)
• Experience in VMware Workstation, Parallels Desktop, VirtualBox, Remote Desktop
• Provide limited one-on-one desk side training for customers requiring assistance on standard software applications and/or IT equipment
• Assists with setting up the maintaining the inventory for all computer equipment.

Confidential, Rockville, MD

Tier 1

Responsibilities:

• Received and resolved 30 calls per day with over 3000 users using Remedy as ticketing system
• Offered Desktop technical support and troubleshooting on office 2007-2010 professional, Windows XP Windows 7, Vista and Mac platforms,
• Offered great help desk service assistance to all end users via telephone, email or onsite.
• Offered Microsoft Word, Excel, PowerPoint, and Outlook assistance to end users.
• Offered troubleshooting assistance to all users using Microsoft 2003 and Windows XP.
• Upgraded various laptops and desktops to the latest patches and Antivirus software.
• Installed desktops computers, laptops, monitors, printers, faxes, keyboards, speakers, and software to all
• Troubleshoot offsite users with VPN problems; pin reset, token fix, and unlocking account
• Remotely assisted laptops and desktop machines to all end users.
• Provided Blackberry support to users with password reset, software upgrade, and email/text issues