SUMMARY:

• A Mid - level career IT professional with approximately four years of experience in information technology. I have extensive experience in IT helpdesk support, customer service support, and office administration. I pay much attention to details, skilled at working in fast paced environments and multitasking. I have completed IT training in A+ and Network+. I am currently A+ 220-801 and CompTIA Security+ certified. I am currently studying for further certifications in CISSP, PMP and CEH. I am currently in the process of obtaining my secret clearance and public trust clearance. I have always had a passion for technology and have always sought to make it my career. I plan to continue my education in information technology and computer related disciplines.
• Extensive knowledge and experience with Microsoft based platforms (XP, Win 7, Microsoft Office Suite, MS Office 365 etc.)
• Ability to analyze problems from different points of view to identify and resolve pending issues.
• Proficient with the repair and use of Adobe: Acrobat and Creative Suite, G-Suite, Outlook,
• Used effective communication skills with the team to ensure high quality and timely expedition of customer requests.
• Proficient Data Input/Management.
• Strong problem solving skills with the ability to work with minimal supervision.
• Proficient at workload prioritization and excels in fast paced environments
• Excellent communication skills; written, verbal and listening.
• Proficient in Active Directory, Remote Desktop Connection, Command prompt
• Capable of supporting a multi-site Microsoft Exchange 2007/2010 environment
• Strong organizational skills and detail oriented.
• Ability to thrive in a customer facing role
• Familiarity with training tools, technology, and methodologies
• Proficient in usage of personal remote control access software (i.e.: TeamViewer)
• Capable of learning new software quickly even when given limited training/ explanation
• Proficient understanding of network, LAN, VoIP and VPN troubleshooting and basic repair
• Capable of leading and managing projects independently, or coordinating and cooperating with a team effectively to complete a project.
• Experience with: PKI, DOD PKI and CAC
• Proficiency with mobile devices (IOS and Android)
• Anti-virus and Firewall update implementation on windows
• Built and set-up hardware as well as provided software support to clients, implement new solutions, performed enhancements to exciting network systems and provided documentation as per new changes/upgrades. Hardware support (BREAK/FIX), troubleshooting, upgrading of Servers and Workstations.
• Work closely with management, support staff and end-users to ensure rapid resolution of IT issues.
• Addition of network services, Printers and network shares and managing permissions on shares.

COMPUTER SKILLS:

Operating Systems: Microsoft Windows server 2003/2008, Windows XP, Win 7, Microsoft Office Suite, MS Office 365, Microsoft Exchange 2007/2010 server.

Technologies/ Applications: PKI, DOD PKI, CAC, IOS, Android, Microsoft exchange, LAN, VoIP and VPN etc.

PROFESSIONAL EXPERIENCE:

Confidential

Tier 1 Service Desk Analyst | Tier 2 Service Desk Technician

Responsibilities:

• Evaluate technical problems throughout our clients’ office suite.
• Identify and repair problems that fall outside of the End User Support responsibilities, or reach out to appropriate parties to coordinate repairs.
• Aid with service desk tickets to ensure customers have their issues addressed in a timely manner.
• Assist with the technical aspects of ongoing technology projects.
• Maintain internal ticket & request.
• Research and analysis that is associated with acquiring new technology for projects as they arise; also for device selection for employee device replacements.
• Research and implement best practices and ways to improve services while lowering costs and increasing customer focus and efficiency.
• Review software, cloud applications, and other technical services used throughout the organization and find single solutions that meet all departments needs while meeting our security standards and integration with existing platforms when possible.
• Assist with high importance meetings & events, providing real time dedicated support to solve problems when they arise.
• Work with external technology engineers to solve problems as they arise within the organization to resolve the issue in a timely manner.
• Responsible for recognizing, researching, isolating and resolving first level information systems problems and coordinates referrals to appropriate technical, professional or service personnel for appropriate service, repairs, training and follow-up.
• Operate, maintain and upgrade servers, PC systems (CPU, monitor, keyboard, and mouse), laptops, printers, phones, and peripheral items (KVM, projectors, switches, etc.).
• Install new versions, updates, service packs, or replacement parts for all supported equipment.
• Disassemble, inspect, repair, test, and repair PC systems and printers to motherboard or control board level.
• Provide initial evaluation and recommendation to user who submitted the trouble ticket within specified timeframe of receipt of item.
• Installs and configures network printers.
• Joins client computers to Microsoft Active Directory Domains
• Installs, configures, and maintains security software on military computer systems as required.
• Installs, configures and maintains security updates and patches on military computer systems as required.
• Configuring and troubleshooting multiple mobile devices including but not limited to: iOS and Android Smart Phones and tablets
• Provides VPN support including configuring and troubleshooting (Cisco)

Confidential

End User Support Technician

Responsibilities:

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other information system-related technologies.
• Handles problem recognition, research, isolation, resolution, and trouble ticket follow-up for routine user problems, referring more complex trouble tickets to supervisor or more senior-level Help Desk Analysts.
• Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
• Works with team members to identify issue trends and suggests long-term strategies to help mitigate incoming issues.
• Trains users on software and hardware on-site.
• Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user’s premises
• Thoroughly documents and updates outdated procedures Performs day-to-day operational maintenance, installation, support and upgrades for operating systems and workstations
• Performs basic and complex troubleshooting of hardware and software
• Exercises independent judgment in support of desktop related work orders and inquiries and may have specialized expertise in one or more of the IT technical areas
• Monitors Help Desk including e-mail requests, answering telephone calls, and ticket management
• Researches, evaluates, tests, recommends, communicates and implements new security software or device
• Installs PC's, printers, other equipment and communication hardware according to manufacturer's instructions.
• Install Windows 7 / 10, MatLab, Notepad++, Anaconda Python, Git Client for Windows when needed; push standard and custom images of these software using the existing standard software push mechanism developed by my team.
• Hardware support, troubleshooting, upgrading of servers and workstations like, IBM, Dell, Toshiba, etc. and numerous variations of cloned systems.
• Communicate with users regarding hardware failure and malfunctions; determine whether the problem is due to hardware or software, cabling system or operator error.
• Setup and configure network on windows operating systems

Confidential

Tier 1 Customer Support Technician

Responsibilities:

• Providing Tier 1 level support of Confidential products and services Operating system functionality, Software installation and troubleshooting, VoIP configuration and support email configuration and support, Mobile Device Management, Malware/virus detection and removal.
• Perform systems administration for Windows Servers, Exchange servers and Desktop operating systems across multiple customers.
• Workstation and peripheral diagnostics and support
• Escalate customer issues through the proper channels.
• Manage cases according to defined severities and case priorities
• Maintain client security levels and confidentiality of information.
• Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.
• Monitor trends from reported client cases to isolate possible chronic issues for software, workstation, server or network infrastructure that indicate failing hardware or software corruption.
• Maintain CRM support documentation for assigned clients by updating admin passwords, software support and installation
• Update assigned clients' CRM Account Alerts for quick support information utilized by entire Confidential Customer Care team members to support our clients.
• Update cases and communicate with clients on a daily basis or as required until issue is closed.
• Be held accountable for measurable objectives including case touches, case closures, and time to resolve; among others.
• Take customer calls quickly and maintaining control and temperament of the conversation with the customer.
• Cultivate close working relationship with clients' Point of Contacts (POC) and User Base; follow up with regular calls to customers to review issues and solutions.
• Attend ongoing training sessions with Tier 2 technicians to expand IT knowledge.

Confidential

IT Support/ Helpdesk Intern

Responsibilities:

• Respond to requests for technical assistance in person, via phone, electronically using Help Scout.
• Research questions using available information resources. Diagnose and resolve technical hardware and software issues.
• Advise user on appropriate action. Follow standard help desk procedures. Log all help desk interactions.
• Administer help desk software. Redirect problems to correct resource.
• Identify and escalate situations requiring urgent attention.
• Track and route problems, requests, and document resolutions.
• Prepare activity reports. Inform management of recurring problems.
• Stay up to date with system information, changes and updates.
• Travel if necessary to client’s location to help solve issue.
• This position was unpaid and only on weekends.

Confidential

Executive/ Accounting Assistant

Responsibilities:

• Managed calendars for entire Human Resource Department and coordinated meetings for department heads.
• Project coordination for NADA pamphlets, newsletters or new hire presentations.
• Performed various administrative tasks to include word processing, creating spreadsheets data input/management and presentations and filing.
• Directed vendors, clients, and job candidates to proper personnel or locations in building/ office.
• Ensured completion of paperwork, sign-in and security procedures.
• Handled special administrative projects, such as HR monthly newsletters as well as overflow work from other assistants to include
• Created, processed and tracked purchase orders.
• Maintains records of orders and inventory and follows up with vendors on shipment and delivery
• Prepared reports and financial data
• Arranging letters, memoranda, invoices and other indexed documents according to an established system.
• Operated office equipment and completes general office work
• Invoice data entry
• Sorted and prepared documents for imaging.
• Scanned and verified documents and indexes images ( Confidential )