TECHNICAL SKILLS:

Operating Systems: Microsoft Windows 7 Microsoft Windows XP Home/Professional Microsoft Windows2000.

Software Applications: Remedy Force Ticketing Software VPN SCCM Citrix Maximo­ DART (Desktop Asset Request & Tracking) BMC Remedy CMDB ITSM, Lotus Notes PGP Eracent Altiris Software Portal Microsoft Suite 2013 (all) Internet Explorer Encore­swimage software Heat Ticketing System Tech Assets System

Hardware: Hardware installations and upgrades on DELL and HP Desktops, Laptop models General networking experience (running cables, troubleshooting wired and wireless connections, activating network data ports and mobile hotspots) Installations on HP LaserJet Printers

Other Skills: Proficient with personal computers, installing software programs and hardware, troubleshooting operating systems software and hardware, Leadership experience Data entry Assisted and provided clients with technical support with software issues and other hardware installations and upgrades via phone and in person Clerical skills Ability to multitask in a fast­paced environment.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Tier II Desktop Support Technician

Responsibilities:

• Effectively utilized the VA imaging software to deploy to 60 - 80 new laptop for the new administration transition team as well as reimaging and migrating data as needed
• Provided technical support for on­site hardware and software issues for 1600 ­ 2000 end users daily.
• Actively closed 7 ­15 remedy incident tickets weekly
• Troubleshot issues with new users after deployments with updated laptops

Confidential, Washington, DC

Proprietary Systems Specialist 1/ Helpdesk Technician

Responsibilities:

• Provided Phone support to all of the Confidential users in office and remote uses for troubleshooting file servers, system anomalies, email directories, standard Windows desktop applications and applications developed and deployed by the Confidential .
• Served as the first point of contact for troubleshooting hardware/software and printer issues.
• Actively responded to and closed 20 - 30 Incidents daily using the Remedy Ticketing Software.
• Used Active Directory software to enable user’s account/servers and reset user’s passwords.
• Assisted user with First Time Log On to the Confidential network.
• Effectively utilized Confidential /Bomgar desktop remote tool to assist users with troubleshooting different specialized software

Confidential, Washington, DC

Tier II Desktop Support Technician/ Windows 7Deployment Refresh Specialist

Responsibilities:

• Assisted users with installing different specialized software for their particular department within the Confidential
• Troubleshot hardware and software issues throughout the Confidential .
• Closed 7 ­15 remedy incident tickets daily.
• Provided technical support for WIN 7 migration assisting 14,000 end users.

Confidential, Alexandria, VA

Desktop Support/ Windows 7Deployment Refresh Specialist

Responsibilities:

• Responsible for utilizing imaging software to deploy to 700 ­800 new laptop systems as well as reimaging and migrating data as needed.
• Effectively utilized DOD machine drive wipes for older laptops that was sent to surplus.

Confidential, Bethesda, MD

Network/Tier II Desktop Support Technician

Responsibilities:

• Responsible for providing on­site hardware and software support for 600 ­ 700 end users daily.
• Validated printer functionality, (LAN jack, telephone, and network connectivity), PIV card login, computer names, peripherals.
• Successfully deployed Microsoft Office Suite 2013 as a project for an entire department of 80 - 100 users.
• Actively responded to 8 - 10 Incidents using Remedy Force Ticketing Software for break/fix hardware, software, VPN, Citrix and other issues daily.
• Provided technical support for meetings and presentations such as login into Ploycom phone, GoMeeting and setting up projectors.

Confidential, Washington, DC

IT Asset/Inventory & Delivery Specialist­ Evolver

Responsibilities:

• Responsible for providing an inventory of all printer toner on a 2 week basis
• Actively responded to 20­30 HEAT ticketing application daily for printer toner order requests, printer incidents and provided solutions for other technical issues.
• Effectively delivered printer toner and other IT assets to users
• Responsible for ordering/procuring printer toners, and IT assets
• Accounted for all IT equipment incoming/stationary across different Confidential locations in Tech Assets program

Confidential, Arlington, VA

Technical Teachers Assistant

Responsibilities:

• Taught a class of 60 students on the fundamentals of Comptia A+ Certification development and training.
• Assisted in the preparation of tech classes and facilitated class meetings and presentations.
• Graded various A+ study guides and projects.

Confidential, Arlington, VA

Inventory Specialist/Desktop support

Responsibilities:

• Provided technical support to staff and customers on desktop systems by troubleshooting PC issues.
• Responded to and followed up on internal and external support problems.
• Successfully accounting all IT assets across the DC and VA locations for the Confidential inventory project.
• Scanned assets bar codes, RFID codes, and model numbers and inputted the data into an asset tracking system .

Confidential, Washington, DC

Tier II Desktop Support/Team Lead, Windows 7 Desktop Deployment Technician

Responsibilities:

• Effectively deployed Windows 7 (64­bit) to 11,000 users for United States Security Exchange Commission both local and regional. Assisted users with deployment to include backups, system refresh, image deployment, and user data restorations, both in person and remotely.
• Troubleshot issues with users after deployments, worked with USMT settings in order to help with troubleshooting any errors.
• Successfully deployed over 1000 G/ON USB sticks to users and transferred user’s data from old server to new G/ON server.
• East coast team lead for nationwide inventory project, accounting for over 30,000 IT assets across SEC regional offices.
• Successfully upgraded 800 incompatible PCs for Windows 7 migration and deployment.
• Installed and configured over 700 dual monitors within an 8 week span.
• Responsible for reimaging 20­30 Dell desktops and laptops daily using Encore swmaging software.
• Managed, maintained, and updated records on assets, loaner equipment, and other equipment in the ITSM/CMDB database.
• Installed and configured 75 Scan snap s1500 as a project for an entire department.
• Actively monitored ITSM ticketing software for work order, incidents and provided technical support for issues.

Confidential, ­McLean, VA

Tier II Desktop Support

Responsibilities:

• Troubleshot Novell Client LAN, PGP, and Lotus Notes issues for new hire orientation for 15­20 end­users daily.
• Provided technical support for HP desktop and laptops, HP LaserJet Printers to over 50 employees a week.
• Installed requested hardware and upgrades to 10­15 employees daily via DART ticketing applications.
• Responsible for implementing necessary scripts for new hire’s HP and Dell Laptops.
• Actively monitored Remedy ticketing software for work order, incidents and provided solutions for technical issues.