TECHNICAL SKILLS:

Operating Systems: Windows 7; MS 98, 2000; MS Windows Vista, XP; MS Windows Server 2003, Apple OS

Software Applications: MS Office Suite 2000, 2003, 2007, & 2010 (Access, Excel, PowerPoint, Word, SharePoint, Outlook); Norton Ghost; installing drivers, Photoshop 5, Win Zip, Macros, Sophos Anti - Virus

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo desktops; Lenovo ThinkPad laptops; HP printers; Canon printers; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports), working with all smart phones

Others: Clerical skills; data entry; customer service support (both on the phone and in person); leadership experience

WORK EXPERIENCE:

Confidential

Tier 2 Desktop Support Technician

Responsibilities:

• Wiped the software clean and reimaged dell laptops and set them up as donations machines.
• Made configuration changes to computers per the Team Lead’s request for their employees.
• Checked Cisco Ip phones to determine their capability of being deployed.
• Took equipment inventory of employees’ offices for any computer, laptop or printer equipment.
• Installed Kace and Symantec anti-virus software on users’ machines.

Confidential

Deployment Tech

Responsibilities:

• Configured Cisco Ip phones and tested the network connections for new users.
• Set up and configured media converters.

Confidential

Tier 1.5 Help Desk Technician

Responsibilities:

• Worked with Five9 software phone agent to receive and assist with all help desk calls.
• Provided technical support to the users via Microsoft Outlook emails as another form of communication.
• Assisted users to navigate through their company intranet to take their designated CMS training.
• Tracked all incidents, resolutions and closed out tickets with the Remedy-Ticketing system.

Confidential

Tier 2 Help Desk Technician

Responsibilities:

• Accepted Lenovo laptop shipments and reimaged them for configuration.
• Configured each laptop machine with a user profile and the proper user information.
• Assigned asset tags, external hard drives as well as external disc drives to each laptop upon request.
• Paired up external hard drives to be encrypted with Bitlocker and shipped out the machines to the various regions.
• Promoted to the help desk team as a Tier 2 Help Desk Technician.
• Used Cisco agent on Cisco IP phone to take calls from the users of the credit unions in the different regions.
• Used Confidential magic ticketing system to open, edit and close tickets daily.
• Used remote capabilities to access the users’ machine and solve any issues they were having.

Confidential

Desktop Support Technician

Responsibilities:

• Reimaged M93p Lenovo desktops with a windows 7 image.
• Wiped M92 desktops clean of all old data and reconfigured them for new Attorneys.
• Migrated over the Attorneys data from their old machine to the new machine and mapped them to their network printer.
• Set up new hire offices with Lenovo 23 inch monitors and Lenovo M93p desktops.
• Set up conference rooms daily with projectors, laptops and screens for the Attorneys to give presentations.
• Set up and configured LAN for the firms’ attorneys to access internet and store data locally and host tasks.
• Set up and configured WAN to a central hub so the firm could communicate with other local firms in the area.
• Used LAN to connect users to a local printers in the firm and using TCP/IP addresses.

Confidential

Advance Team

Responsibilities:

• Surveyed users weekly and setup dual monitors based on the user’s desktop space and preference.
• Sent out weekly Microsoft Excel reports to the government detailing surveyed offices needing their equipment moved.
• Used TADD to enter users and monitors’ CD numbers into the database noting deployment status.
• Trained new team members on the details and process of producing an effective survey for our office.
• Set up users’ desktops and networks and made dead ports live by giving them an active connection.

Confidential

Tier 2 Desktop Support Technician

Responsibilities:

• Reimaged Lenovo laptops and desktops in Headquarters and field locations from Windows XP to Windows 7.
• POC to receive shipment of the machines and took inventory of them using Remedy software.
• Took on the task of assigning and scheduling machines to the technicians daily.
• Replaced unusable hard disk drives from the desktop machines.
• Inventoried machines that came in from other Confidential properties out of state and reimaged from Windows XP to Windows 7.
• Used Active Directory to locate users that were not listed in their proper domain.
• Configured LAN printers using TCP/IP addresses.
• Configured WAN so the headquarters can work with other Marriott’s with different domains for end user support.

Confidential

Deployment Technician

Responsibilities:

• Deployed numerous Lenovo desktop and laptop machines for the bank.
• Staged and imaged machines weekly with windows 7 for the users.
• Configured users Lotus Notes email accounts on their new Lenovo M92 Desktops.
• Used Remedy software to resolve and close all work orders that were assigned to me for the week.
• Set up the user’s remote access using a RSA token with their new machines so they can work remotely from home.
• Installed all local network printers to all of the new Lenovo machines using a print server.
• Backed up and restored end user’s data from there old Lenovo machine to their new Lenovo machine.