SUMMARY:

• Senior Help Desk professional with 12+ years progressive experience in Computer Operations and Help Desk in LAN/WAN environments supporting multi - national corporations, financial institutions and the federal government.
• Five-plus years supporting remote users in Africa, Asia, South America, the US and Canada, earning a solid reputation for hard work, professionalism, problem resolution and strong customer service.
• Excellent analytical and diagnostic skills, consistently solving problems in a timely manner.
• Pro-active self-starter and team player, working long hours, consistently initiating creative solutions to increase team efficiency, productivity, and communication.

TECHNOLOGIES:

• Windows XP / Vista / 7
• Active Directory
• AVAYA IP 406/412 Office
• Skype
• MS Office 2003 / 2007 / 2010
• SonicWALL Global VPN Client
• Confidential & Confidential Wireless Communications
• Internet Explorer
• MS Outlook Web Access
• Forefront Endpoint Protection
• Polycom SoundStation 2
• Mozilla Firefox
• TCP/IP
• AppRiver Spam & Virus Protection
• AccuConference
• Numara FootPrints
• Wi-Fi
• FTP
• DropBox
• GoToWebinar
• UltraVNC Viewer

PROFESSIONAL EXPERIENCE:

TIER II HELPDESK ANALYST/OTS MULTIMEDIA TECHNICIAN

Confidential, WASHINGTON, DC

Responsibilities:

• Supported 120+ users running Windows 7, Office 2010, COTS, and proprietary software.
• Installed, configured, analyzed, and resolved software/hardware & peripheral issues.
• Setup local/network printers with static IP address or DHCP.
• Used Active Directory to enable/disable user accounts and add to groups for software downloads.
• Reimaged systems using Microsoft System Center Configuration Manager (SCCM).
• Configured Exchange on Blackberrys, Android phones, iPhones and iPads.
• Acted as liaison to outside printer repair service.
• Initiated and maintained organization of secure equipment storage area to increase accessibility and increase efficiency.
• Worked closely with staff to setup visiting attorney offices daily.
• Setup laptops, projectors, screens, microphones, cabling, and PowerPoint presentations for local/overseas Skype calls, conferences, webinars, and meetings among 14 conference rooms on 5 floors.

IT USER SUPPORT SPECIALIST

Confidential, WASHINGTON, DC

Responsibilities:

• Provided Tier 1 / 2 global on call Helpdesk support for 150+ users located in the continental U.S. and overseas as part of a 2-person Help Desk.
• Diagnosed and resolved software issues, locally and remotely, utilizing standard and advanced support techniques. Troubleshooted PC desktop, laptop, peripheral hardware, local and networked mfp printers.
• Applied extensive experience in Audio Video to select and configure (AV) hardware for four meeting/conference rooms.
• Assigned as IP Telephone PBX administrator. Created, programmed, and moved extensions. Diagnosed and resolved LAN/WAN system issues. Set up voicemail, created and programmed system wide greetings.
• Primary point of contact for Confidential & Confidential Wireless communication issues.
• Responsible for resolving technical issues and cost monitoring.
• Configured devices for overseas connectivity and cost effectiveness.
• Maintained asset-tracking spreadsheet for loaner pool of wireless devices.
• Assumed role as Blackberry guru. Configured Blackberrys on Confidential, repaired devices, resolved connectivity and data transfer issues. Wrote Blackberry security process to secure lost/stolen devices remotely.
• Created End User and Technical staff documentation to share knowledge and increase productivity.
• Created end user first day IT orientation document. Perfomed first day end user orientation.
• Requested to provide special support for the 2006 Nobel Peace Prize event Confidential the Bangladesh Embassy for Dr. Muhammad Yunus.
• Supported office operations as needed.

COMMUNITY OUTREACH COORDINATOR

Confidential, ROCKVILLE, MD

Responsibilities:

• Scheduled, coordinated, and supervised animal adoption events.
• Selected animals for public adoption events, trained & supervised assistants, volunteers, and animal foster parents.
• Chauffeured the mobile adoption unit, maintained the equipment, supplies and records.
• Responsible for animal and public safety.

COMPUTER SUPPORT SPECIALIST

Confidential, WASHINGTON, DC

Responsibilities:

• Responsible for compliance during Windows 95 rollout.
• Kept on to provide Tier 2 Help Desk software/hardware support.
• Wrote End User instructions for scanning and file conversion.
• Promoted to Tier 2 task lead, responsible for 2 junior level Help Desk technicians.
• Transferred from Germantown facility to headquarters after 1 year.
• Assisted Audio Video technician with setup of meetings.

HELP DESK ANALYST

Confidential, GAITHERSBURG, MD

Responsibilities:

• Contracted to provide Tier 1 Helpdesk support from a satellite location for the Confidential ’s Germantown facility.
• Promoted to provide Tier 2 Helpdesk Confidential the Confidential ’s Germantown location.

TIER II HELPDESK SUPPORT

Confidential, BETHESDA, MD

Responsibilities:

• Installed software and resolved hardware / software issues on desktops & laptops running on a Confidential, Microsoft combination network.
• Installed and configured software applications for PC, Client-Server, and Mainframe environment.
• Configured Outlook 97, installed Laptop PC card modems, dial-up software and resolved printing issues.
• Resolved issues related to data security, IP addresses, user accounts, and file restoration. Worked closely with network IS staff