SUMMARY:

A challenging career in the field of Information Technology that will utilize my experience, education and skills as a Technician. I have abilities and skills in hardware and software applications.

TECHNICAL SKILLS:

Systems: Windows 9X/NT/2000/XP/2K3/Vista/ Windows 7, Windows 8, Server 2000/2003/2008 , Ubuntu(Linux)

Databases: Parature, BMC Remedy

Software: MS Office 2000/2003/2007/2010 , Adobe Photoshop, Adobe Acrobat, Sysprep, Nortons Ghost/UBCD ect.

WORK EXPERIENCE:

Confidential, Cary, NC

Support Technician

Responsibilities:

• Remedy ticket where evaluated and resolved in a timely fashion. Prepared step by step training and configuration materials.
• I worked with dell tape servers, imaging servers (Windows 2003, 2008 server deployment services, clonezilla, Ubuntu(Linux), and drive duplicators). Created and managed shared folders on the server.
• I imaged laptops/pc’s to proper specs according to the group or project it was being assigned to. Handled transaction with Recall and signed off on new tapes for back - up server.
• Created and applied images using clonezilla, windows server 2003 and 2008, Ubuntu, sysprep, and Norton ghost. On laptops I setup Confidential RSA VPN client with token file and site location.
• Setup Exchange on Iphone, blackberry, and in Outlook.
• Resolved DHCP and DNS issues that occurred with WDS.
• Took over the inventory process and started a new and better way to track assets in the facility. Organized all electronic equipment for easier and more convenient practices for accessing, finding, and tracking all assets. Unpackaged and stored new technical assets/inventory that came into the IT facility.
• I resolved issue regarding machines and profiles on the domain, account lockouts, and password resets through AD.
• Received ITAR training and security clearance.
• Enabled and disabled switch ports for data and phone. Ran data and phone cable.
• Setup Avaya and Confidential phones, along with installing the Quick Pop (caller ID) software for the phones. Installed and setup local servers for Confidential CMS and Varient CMS.
• Prep training and conference rooms for new hires and visitors. Added useful information such as frequently asked questions to the server for easy access to clients. Setup, configure, and troubleshoot different kinds of video conferencing equipment, software, and conferencing phones.
• Installed all printers on the server for easy installation onto PC’s and laptops.
• Resolved hardware issues for laptop and desktops by troubleshooting, repairing, and ordering warrantied dell\hp parts for each machine. Kept a clean and organized environment for all IT staff to function in an orderly way.

Confidential, Morrisville, NC

Desktop Support Technician

Responsibilities:

• Responsible for answering incoming technical support calls, emails, and assigned tickets from Confidential employees
• Assign\escalate the tickets to the proper tier 2 group if the issues could not be resolved at a tier 1 level.
• Using Remedy ticketing system, I was also responsible for logging each call that consisted of a range of issues where I used useful tools such as Webex to resolve. Examples of the issues where trouble with the OS, printer problems, routers, VPN’s, hardware issues, passwords, BES, Oracle, ect.

Confidential, Raleigh, NC

Computer Technician

Responsibilities:

• Responsible for managing Server 2000, 2003, and 2008.
• Setting up and troubleshoot network and desk printers
• Setting up new users, groups, and assigning policies in Active Directory
• Used Veritas, Windows Backup, and Carbonite for data back up.
• Setup and configured wireless routers, bridges, and access points
• Resolved DHCP issues and assigning static IP address
• Troubleshoot, diagnose, and repair PC and laptops domain setup
• Installed, troubleshoot, and configured Microsoft office 2000, 2003, 2007, and 2010.
• Performed data recovery and data transfers
• Performed virus, spyware, and malware removal
• Onsite, in house, email, and phone troubleshooting, diagnostics, and repairs
• Hardware and software pgrades of PC’s, laptops. and servers.
• BES installation, setup, and password recoveries.
• New PC builds
• Set up raids.

Confidential, Richmond, VA

Technical Support Specialist

Responsibilities:

• Request replacement parts for RMA for customers with faulty parts.
• Responsible for maintaining a status log of all troubleshooting tickets to ensure issues are resolved and closed in a timely manner. Use Parature to manage customer(s) issues and account information.
• Diagnose incoming computers systems and prepare triages for repair technician. Actually repair incoming computers, servers and media centers when assigned to do so.
• Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.
• Build, wire, and load new systems. Also perform hardware and software upgrades.
• Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, tools, and testing methodologies.
• Responsible for setting up Digital Cable Tuners with windows media center.
• Add, remove, and count inventory from SAP.

Confidential, Colonial Heights, VA

Computer Technician

Responsibilities:

• I volunteered with this company to build professional technical experience.
• Troubleshoot, diagnose, and repaired software and hardware computer issues.
• Upgraded and performed data recovery services on computer systems running Windows, Linux, and Mac operating systems.
• Built and over clocked custom PC’s.
• Tested suspect faulty parts and performed a RMA for damaged parts.