SUMMARY:

A solutions - focused, resourceful and highly motivated IT Professional with extensive expertise in administering onsite and remote support for hardware, software, OS, printers, mobile devices and telecommunications equipment. Seeking next level career advancement to leverage comprehensive skill-set and proven aptitude to support cross-functional teams with complex tasks while targeting inefficiencies to reduce costs.

AREAS OF EXPERTISE INCLUDE:

• Client Relations Management
• Workstation Rollouts
• Procedure Development
• Service Level Agreements
• Boardroom & Conference Set-Up
• Process Improvement
• Data Backup & Recovery
• Technical/End-user support
• Quality Control
• Troubleshooting
• Application Installation/upgrades
• Workflow Streamlining

TECHNICAL PROFICIENCIES:

Applications & Software: Microsoft Office Suite, SharePoint Site Administration, SalesForce, PeopleSoft, Jira, Google Doc Administration, Total View Enrollment

Mobile Devices: BlackBerry configuration, Apple

Operating Systems: Windows 7, 8,

Ticket Systems: Remedy, Jira, Zendesk

Hardware: Cisco IT Essentials (PC software and hardware); HP printers; general computer builds and repairs; hardware installations and swaps

RELEVANT WORK EXPERIENCE:

Confidential, Washington, DC

Desktop Support Agent

Responsibilities:

• Install desktops, portable microcomputers, peripherals, and software products for networked, classified and unclassified, and standalone environments.
• Detect, diagnose, and resolve desktop and portable microcomputer software and hardware failures.
• Analyze and assess customers’ service request and provide prompt technical solutions.
• Conduct IT audits in compliance with policies governing the administration, utilization, and acquisition of desktop and portable microcomputer products.
• Prepare progress/status reports team leads.
• Utilize trouble-ticketing software for opening/closing tickets in a timely and appropriate manner.
• Prepare equipment for reuse or surplus of property actions.
• Provide technical support for customers assigned to remote locations.
• Perform software and hardware upgrades and installations involving multiple microcomputers configured for desktop, portable, and server operations.

Confidential, Washington, DC

Desktop Support Agent

Responsibilities:

• Analyzed and troubleshoot software and hardware issues averaging 16 daily
• Identified and resolved issues pertaining to network configuration, web hosting and domain registration
• Provided technical support to 50 customers via telephone, email and through tickets daily
• Created help desk documentation with step by step instructions on problem resolving techniques
• Knowledgeable of PC setup and installation to include peripheral installations
• Imaged computers via GhostCast Server
• Secured Network via Active Directory and AntiVirus Server.
• Resolve Network Connectivity issues
• Maintained toner in multiple printers

Confidential, Washington, DC

Desktop Support Specialist

Responsibilities:

• Provide technical support to 50 customers via telephone, email and through tickets daily
• Analyze and troubleshoot software and hardware issues averaging 30 daily
• Identify and resolve issues pertaining to network configuration, web hosting and domain registration
• Respond to queries pertinent to package details, e-commerce solutions, email configurations and search engine submission packages
• Create help desk documentation with step by step instructions on problem resolving techniques
• Knowledgeable of PC setup and installation to include peripheral installations
• Maintained Ghost and AntiVirus Servers
• Imaged computers via GhostCast Server
• Secured Network via Active Directory and AntiVirus Server.
• Resolve Network Connectivity issues
• Set up all audio and visual equipment for scheduled meetings and events weekly

Confidential, Washington, DC

Network Technician

Responsibilities:

• Provide phone and help-desk support for hundreds of local and off-site users daily
• Analyze incidents and determine level of support required. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions
• Resolve all Tier I customer calls within 2 hours or escalate the call to the appropriate queue for resolution
• Maintain a database utilizing the service desk software of all telephone calls and messages received requesting customer assistance
• Provide feedback to issues for the team’s knowledge database
• Service desk support to include logging in and resolving issues related to: Hardware (desktops, mobile devices, printers, multifunction devices, peripherals, and cables) installs, configuration changes, updates/upgrades, and troubleshooting

Confidential, Washington, DC

System Administrator

Responsibilities:

• Created Active Directory account for OpenNet
• Prepared incoming/outbound customer accounts for transfers
• Mapped customer network drives and .pst file using the RSA Token device
• Troubleshoot Active Directory accounts
• Received all DOS Logon Forms and related account service requests
• Verified DOS Logon Forms are accurate and complete
• Managed, updated, and monitored Help Desk operations that included incoming and outgoing ticket system.
• Possessed strong customer service and communications skills
• Documented, tracked, and monitored the problem to ensure a timely resolution
• Managed accounts and properly maintained OU container using Active Directory. Created and disabled user accounts. Reset and changed passwords

Confidential, Washington, DC

Service Desk Analyst

Responsibilities:

• Handled on average 150 calls per day
• Answered Help Desk phones and provided Tier I support to users on a variety of issues
• Responded to telephone calls, email and personnel requests for technical support
• Logged and prioritized calls and provided reports as required on Service Level Agreements (SLAs)
• Documented, tracked, and monitored the problem to ensure a timely resolution
• Possessed strong customer service and communications skills
• Analyzed, evaluated, and tested software and hardware problems

Confidential, Dulles, VA

Intern Enterprise Services

Responsibilities:

• Reviewed AV customer feedback and follow up
• Managed and implemented the account management process to insure departed employees’ access was properly terminated to maintain Google doc licensing count
• Initiated necessary file transfers and worked with the necessary IT systems to identify users on legal hold and preserved data for those affected users
• Created encryption tickets for those who required an encryption
• Provided the status of the encryption process, determining if the machine was encrypted, escalated, scheduled or refreshed
• Gathered monthly metrics
• Updated and maintained JIRA queue three times a week and generated JIRA reports