SUMMARY:

• To join a staff with innovative ideas that will fully utilize my skills and abilities. At the same time,
• ffering an opportunity and challenge for professional growth in the field of Network Information Systems.

PROFESSIONAL EXPERIENCE:

Desktop Support Technician

Confidential

• Performs new software tests for quality control use of new software security environments to be activated for future security upgrades requested and required by the IRS
• Manage the Client Support Center's customer service phone Hotline
• Perform end user support for users and remote company clients
• Provides a Single Point of Contact for the Help Desk for the assigned buildings and undertake 1st level support for all IT support activities in the assigned buildings for IRS.
• Provides first, second and third line help desk support for a variety of Microsoft Office, OS NT.4.0, 2000 & XP,
• Outlook/Exchange, Peregrine Help Desk software, IRS COTS and BackOffice products
• Perform desktop/laptop software installations/configurations/troubleshooting, hardware/software/network connectivity/configurations
• Configure and setup new PC's (desktop/laptop) replace individual hardware, components and devices as well as reinstalled new hardware/software upon user/departmental request
• Image Desktops and Laptops using Altiris imaging disc
• Configures VPN Client remote access for customers and PKI certificate updates and validations for secure message processing
• Create and Reroute SRS/Change request tickets and put them in the work group queue for processing

Service Desk Technician

Confidential, Arlington, VA

• Answer Hotline calls
• Submit tickets using Cherwell Service Management
• Migrate users to new Software Application
• Troubleshoot software issue
• Assist customers with creating RSA Token Pin & Password and unlock
• Push authorized software to Investigators Deployment Manager from Active Directory
• Reset and unlock accounts in Active Directory
• Sync users password in Checkpoint
• Walk user through to access VPN Client for remote work
• Assist with helping Investigators to load video to watch surveillance by giving or showing them how to access the software to view videos
• Image laptops by pushing the image from the BIOS
• Wipe Laptops that were previous used to distribute to employee that may need a replacement laptop
• Desk side support for HQ employees
• Use Real VNC Viewer to remote into a user desktop with IP Address
• Assist customer with IPhone software issues and updates

Confidential, Washington, DC

• Responsible for training other computer technicians on relevant procedures.
• Investigated issues reported by the clients in a timely and efficient manner.
• Maintained hardware inventory of all PCs, servers and other relevant equipment.
• Provides guidance, assistance, coordination and follow - up on client questions.
• Resolved complex problems or malfunctions of all systems applications, hardware and software.
• Responds to the more complex problems escalated by the help desk staff.

Computer Technician

Confidential, Washington, DC

• Perform the installation, configuration and upgrading of client PC’s during Department of State relocation project.
• Responsible for installation of printers (locally attached and network), scanners, media converters, and network interface cards.
• Responsible for training other computer technicians on proper PC disconnect and reconnect procedures during the relocation project.
• Investigated issues reported by the clients in a timely and efficient manner.
• Assisted with conducting a detailed hardware inventory of all PCs, servers and other ADP equipment.

Sales Associate

Confidential, Hyattsville, MD

• Obtained or received merchandise, totaled bill, accepted payment, and made change for customers.
• Stocked shelves, counters, or tables with merchandise; cleaned shelves, counters, or tables.
• Set up advertising displays or arranged merchandise on counters or tables to promote sales.
• Stamped, marked, or tagged price on merchandise.
• Obtained merchandise requested by customer or received merchandise selected by customer.
• Answered customer's questions concerning location, price, and use of merchandise.
• Totaled price and tax on merchandise purchased by customer, using paper and pencil, cash register, or calculator, to determine bill.
• Removes and records amount of cash in register at end of shift.
• Kept record of sales, prepare inventory of stock, or order merchandise.

Officer Assistant/Dispatch, Capital Heights, MD

Confidential

• Verify the total number of drivers working each day and recommend if additional drivers are required.
• Respond within 10 minutes to any callbacks, messages or cancellations.
• Assist and coach all drivers to meet maximum potential while maintaining delivery time specifications.
• Treat all drivers with respect, fairness and dignity.
• Track all vacation and time off requests and report to Dispatch Supervisor/Operations Manager/Supervisor.
• Training and coaching as required relating to the drivers, bikers and walkers.
• Keep a log of all dedicated daily and routed runs to ensure error-free performance and recommend back up.
• Recognize and prioritize alert for immediate dispatch.
• Identify and ensure all customers are given 100% performance on deliveries.
• Ensure and confirm on-time work completion and prompt pick-up in accordance with established standards of service.
• Provide assistance to distribution as well as other departments.

Document Preparatory Clerk

Confidential, Bethesda, MD

• Typed correspondence, memos, reports.
• Set up and maintained files and record systems, sorting mail.
• Greeted visitors, answering and routing telephone calls, or scheduling appointments.
• Operated photocopier, facsimile or other office equipment.