TECHNICAL SKILLS:

Operating Systems: Microsoft Windows 7 - 10, Mac

Software Applications: Microsoft office suite 2007-2016 | Norton Ghost | Installing Drivers | Virtual Network Control | Windows Deployment Services | Anti-virus applications | Remote Desktop Connection | Adobe suite applications | System Center Configuration Manager 2007-2015 | Lotus Notes | Dell Data Encryption Protection | Confidential Remedy | Medstar Hospital Applications | Active Directory | Service Now ticketing System | OnBase (Data Base Application) | Microsoft Deployment Toolkit Lite Touch 2013 | Arlington County Applications | CA Service Desk Manager Ticketing System

Hardware: Desktops and Laptops (Dell, HP, Lenovo, Asus, Toshiba) | Printers (All versions) | General computer builds and repairs | Hardware installations | General networking experience (running cables, troubleshooting connections, activating ports); Mobile Phones and Tablets (Apple & Android devices)

Others: Clerical skills; Data entry; Customer service support; Service desk support, Leadership experience

RELATED EMPLOYMENT:

Confidential

Service Desk Analyst

Responsibilities:

• Takes 35-40 normal/escalated calls daily using the Avaya phone system
• Supports troubleshooting for VIP calls and manages there email queue
• Creates, close, update, and resolves normal/escalated tickets daily using the Confidential remedy IT service management
• Add/remove users, password resets, creates print queues, creates user profiles using Active Directory
• Remotes into clients machines virtually using GoTo Assist and WebEx
• Manages the Confidential Operations Portal queue with small team
• Trains new employees on the bank issued applications, Avaya phone login, and creating, closing, updating and escalating tickets in remedy

Confidential

Infrastructure Support Specialist

Responsibilities:

• Imaged 50-100 workstations weekly using Microsoft Deployment Toolkit LiteTouch 2013 (MDT)
• Replaced all county employees with new PC’s using the proper backup and restoration process and SOP’s
• Supported all of Arlington county (Over 10,000 Users)
• Managed schedules and work orders using OnBase (Data Base Application)
• Installed and uninstalled computer hardware (mice, keyboards, hard drives, RAM, video cards, media cards, printers, monitors, etc.)
• Trained new employees on using the deployment toolkit, OnBase, SOP’s, and other daily task that has to be completed
• Scanned in new and old inventory into spreadsheets using excel
• Installed drivers, PC updates, and county software applications using (MDT) and\or remote desktop connection
• Resolved 10-15 tickets daily using CA Service Desk Manager (web based application)
• Added/removed users, password resets, creates print queues, creates user profiles using Active Directory

Confidential

Deployment Engineer

Responsibilities:

• Uninstalled/reinstalled new hire laptops to new office space
• Scanned all laptops using dolphin technology to be recorded in remedy system
• Installed security cables and locks to ensure laptops are secured and protected
• Troubleshoot local/network printers for outdated drivers
• Surplused all old and unused equipment to ensure proper disposal

Confidential

Technical Analyst Sr. Associate

Responsibilities:

• Migrated and Images 35-50 workstations and laptops weekly using System Center Configuration Manager (SCCM 2012)
• Assisted users with next day support troubleshooting (printers, applications, hardware, data transfer, etc.)
• Encrypted all PC’s daily using Dell Data Protection ensuring user data is secured
• Resolved 5-10 tickets daily using Remedy application
• Trained new employees periodically the workstation\laptop image process
• Added/removed users, created users profiles, password resets using Active Directory

Confidential

Deployment Technician

Responsibilities:

• Imaged 20-25 workstations a week using the System Center Configuration Manager (SCCM)
• Installed and uninstall computer hardware (mice, keyboards, hard drives, RAM, video cards, media cards, monitors, etc.)
• Virtually installed and uninstalled printer drivers, scanner drivers, and software using SCCM
• Encrypted 10-15 laptops weekly using McAfee Endpoint Encryption
• Troubleshoot Microsoft applications daily via (Microsoft 2010 office suite, lotus notes, adobe, etc.)
• Resolved 10-15 tickets daily using Service-Now web based application
• Added/removed users with Active Directory

Confidential

Desktop Technician

Responsibilities:

• Setup new and old workstations to new office space
• Reconnected and troubleshoot cisco phones
• Registered workstations to the domain

Confidential

Desktop Technician

Responsibilities:

• Setup old and new clients workstations
• Troubleshoot basic Microsoft applications (Access, Excel, PowerPoint, Word)
• Connected to the internet (if needed)

Confidential

Desktop Support Technician

Responsibilities:

• Imaged 10-15 workstations a week using Windows Deployment Services
• Troubleshoot 25-50 Microsoft and city standard applications daily via (city buy, citrix, COB Management, Patch Link)
• Returned 10-20 voicemails a day for quality assurance
• Trained new employees periodically the workstation\laptop image process
• Taken 15-20 calls daily troubleshooting applications, password resets, and computers updates