SUMMARY:

• It Professional with 8+ years of experience in providing Tier I/II technical support across a multitude of software and hardware platforms, business grade desktops, laptops, and servers, networking equipment including routers, switches, VOIP, multimedia, and business class laser printer for end users.
• Projects include preparing and supporting large multimedia events for local and visiting executive meetings across the WAN, mass deployment of hardware and software, asset tracking/disposal, and Hoteling system management and support.

COMPETENCIES:

• Excellent Customer Service
• Active Directory Administration
• Hardware & Software Support
• Needs minimal or no supervision.
• Computer Imaging, Restore, & Hardware Refresh
• Asset Management: Assignment, Tracking, and Disposal
• Infrastructure Support
• Mobile Devices (Android/iOS)
• Customer Training
• Vendor Management

TECHNICAL SKILLS:

Mobile Devices: Smart Phones Windows, Android, & iOS,

Tablets : HP, Dell, Surface Pro 3 & 4, iPad, MIFI’s, Bluetooth, Wi - Fi, & Cellular enabled units .

Hardware and Software: Computers Equipment to include Desktops/Laptops/Servers, Printers/Multi- Functional Printers, Kiosk, etc Audio/Visual to include Digital Camera’s (Tanberg), Polycom, and Digital Displays/LED’s, wireless microphones, Creston units and other remote conference room controls, Software Support to include MS Office 2003-2016, Lotus Notes Sametime, MS Confidential 2010/ Skype for Business, Remote Access and Document Sharing, Recording; Remote Secure Connection Applications to include Citrix, VPN,, RSA Tokens, Common Access Card Readers (CAC); PIV Readers, Remote Desktop Management to include Windows 7 Remote Desktop, Confidential 2010-2016, Skype for Business, Sametime, GoTo Assist, and Citrix ; Internet Browsers to include Internet Explorer 9/10/11, Safari, Google Chrome, and Firefox. Disk Imaging to include Norton Ghost & SCCM; Disk Utilities to include Sysprep; Incident Tracking Systems to include Track-it, Service Desk,Remedy, Service Desk 9, HP Service Manager, Heat, Vantive, Touch Paper Case Create & CA Service Desk; Legal Support Software to include Lexis Nexis, Elite Web View, Elite Time Entry, Interaction Web, iManage- Filesite,Hummingbird, OpenDocsCrossfingers, Legal Mac Pac, Delta View and Time Entry. Operating Systems to include Microsoft Windows, XP, Vista, and Windows 7/8.1/10.Perfomes. Troubleshoots Wired, Wireless, and Remote connections. User Account Creation & Administration with Active Directory/DS and Group Policy account creation, domain access; security groups; unlock accounts & passwords reset. Security to include Bitlocker & Bitlocker to Go, Safe Boot, Endpoint Encryption, RSA Tokens, Port Disabling, and Security Groups.

CAREER HIGHLIGHTS:

Confidential, Washington, DC

Desktop Support

Responsibilities:

• Provides support and problem resolution for HP, Dell and Lenovo laptops/desktops, tablets(HP, Dell, Surface Pro 3 & 4, HP & Xerox printers, and other computer or office equipment
• Managed disassemble of Dell tablets asset for removal of storage components designated for destruction.
• Ensured secure data storage with encryption, Group policy and other layers of security, and protection from viruses and malware.
• Provided support by repairing and maintaining equipment that was no longer under warranty as well as equipment under warranty by obtaining warranty replacements as required and the use of surplus equipment. Repaired computers hardware and resolve configuration problems for both hardware and software.
• Provided Asset Tracking for all computer issued equipment; added and removed equipment from the tracking system.
• Effectively and accurately tracks/logs all requests and equipment using the appropriate tracking SOP’s.
• Coordinated with customer for responsive and convenient resolution in CA Service Desk ticketing system.
• I provided quality customer service to all customers by being responsive, courteous, professional, and taking responsibility to ensure customer problem was resolved to their satisfaction even if the problem was escalated to another team.
• Provided OS installs, upgrades, and refreshes for Windows XP/ 7/8.1/10 to include encryption, manufacture updates, application deployment, asset assignment, and hardware repair and replacement.

Confidential, Rosslyn, VA

Service Desk Technician

Responsibilities:

• Provided Break-fix support and problem resolution to the customer’s satisfaction by means of telephone, remote support with RDP, GoTo Assist, and Citrix Portal, email and desk side support for all software and hardware problems.
• Documented all customer technical issues, troubleshooting steps, and resolution or escalation path in HP Service Manager ticketing system.
• Created Active directory accounts. Assigned users and computers accounts to proper groups and permissions. Resolved access and authentication issues with the use active directory, file permissions, and group policy.
• Configured and restored McAfee EPO & Safe Boot. Ensured encryption to external storage devices. Configures and assigns RSA Secure tokens.
• Validated computer setup/configuration for customer replacements, upgrades, and new hire configuration using SCCM imaging. Created computer and user accounts for new hires as needed.
• Manage PC setup and deployment for new employees using standard hardware, images and software.
• Ability to understand complex IT infrastructures and to assist troubleshooting.
• Assisted with the setup of conferences and remote meetings by ensuring all equipment was fully functional and connected by testing audio visual equipment prior to the meeting starting.
• Supported mobile devices such as Smartphone’s and tablets to include installing Mobile Iron on personal phones for the Bring Your Own Device initiative to allow access to company email.
• Provided new employee orientation for laptop and RAS VPN equipment by ensuring understanding of the equipment functionality, login and password changes. Made configuration changes as needed and replaced certificates.

Confidential, Washington, DC

Desktop Engineer

Responsibilities:

• Partnered with administrative assistance to provide fast turn-around for partners and management. Performed data migrations and hardware upgrades while ensuring the complete and safe transfer of all data and configuration for Lenovo Laptops. Researched and provided specific hardware and software procurement, and training of use.
• Responded to after hour calls for support and escalation of problems.
• Successfully provided break-fix for all firm supported hardware and software, server management, infrastructure, procurement, disaster recovery, and security.
• Configures Windows XP & Windows 7 based images for laptops and desktops, break-fix/laptop upgrade.
• Supported and configured company issued iPad tablets, mobile phones of all types, MIFI, cellular cards and the Bring your own device program providing access/configuration to company email and Wi-Fi network.
• Provided best effort break-fix and configuration support for employee owned devices to include personal phones and tablets.
• Provides user support for conference rooms audio visual equipment, studio taping, video feed, content presentation, equipment testing and configuration, and meeting support.
• Asset management: IT asset tracking, monitoring, reporting, decomissioning, disposal and data protection.
• Ensured SOP’s and SLA’s were in line with work process utilized for problem resolution (Compliance & Resource Management, Risk Management, and Network Security) are implemented and authenticated.
• Supported internal servers and conducted server upgrades.
• Lotus Notes Email
• Supported Voice over IP phone systems ( Confidential )
• Identified and documented problem resolution in Service Manager 9 ticketing system, created and updated knowledge base with new resolutions for group referencing.
• Participated in Infrastructure planning and implementation.
• Supported mobile devices: Tables, Smart phones (iPhones/iPads, Blackberry, and Android).

Confidential

Technical Support Specialist

Responsibilities:

• Performed imaging of Lenovo laptops according SLA’s and role of customer. Restored data for clients from damaged computers using system restore, Emergency Recovery Disk solutions or other industry tools.
• Conducted problem analysis with customer to determine the problem extent, possible cause and current implications. Provided quality support for end users via desk side, telephone, Remote Desktop, Microsoft Confidential .
• Installed, configured, and supported all customer applications to include: Windows 7, MS Office 2007/ 2010, and COTS.
• Documented all customer issues, contact & knowledgebase submissions using Service Now ticketing system.
• Provided server management and IT Infrastructure for vendor management, upgrades and process management.
• Managed incidents for detail and accurate reporting of problem and documented resolution.
• Provided asset management for all company issued assets.
• Resolved device conflicts; configures mobile devices for company email. Provided support for A/V conferencing setup and testing of Creston, Polycom, and wireless mics for multiple remote and onsite setups.

Confidential

Technical Support Specialist

Responsibilities:

• Managed Audio/Visual room readiness through cordination of maintenance or replacement of equipment, hardware testing, and verification and scheduling of equipment testing.
• Tier II escalation for Principles and Partners to ensure timely attention to problem resolutions for executives traveling, technology training and remote support. To include on call, out of office support, local break-fix, system upgrades and procurement of existing and new technologies.
• Managed Hoteling equipment for 9 floors: configured and updated hardware and software by replacing all in one touch screen units, re-imaging and applyig updates.
• Provided Windows XP/Vista / 7 laptop imaging and configuration utilizing Ghost and SCCM technologies for single device imaging and multicast.
• Provided premium service for Partners, Principles, and Directors: Minimized downtown, maintained loaner/replacement equipment, researched new technologies and made recommendations for use.
• Ghost and SCCM system tracking, monitoring, reporting, decomissioning, disposal, laptop replacement dates and data protection.
• User Account Administration with Active Directory: account creation, domain access; unlock accounts & password resets.
• Ensured all laptop encountered are registered properly in Microsoft’s Active Directory using the SAP Asset Management syste m.
• Restores data for clients from damaged computers using system restore, Emergency Recovery Disk solutions or other industry tools.
• Ensured company security and compliance standards are met for each computer profile.
• Troubleshoot software and hardware as necessary user and network problems for telnet, Kiosk System, and system access.
• Conducted Asset Management utilizing SAP’s Front-End, and installation of COTS in an Enterprise networked environment.
• Activated and configured smart phones and tablets (iPad) for customers; Resolve synching and other device conflicts; configures for synchronization with email, Configures devices for tethering. Provided best effort break-fix support for company employee’s personal devices to include, smart phones, laptops, tablets, printers, etc.
• Performed data transfers for new and replacement laptops of employees as needed.
• Supported users in-house and remotely via telephone, Remote Desktop, Window Communicator.
• Installed, Configured, and supported all customer applications to include: MS Office 2007/ 2010; Windows XP/Vista/& Windows 7; McAfee; Adobe CS6; VM Ware & VPN technologies.

Confidential, Dow Lohnes

Technical Support Specialist

Responsibilities:

• Documented customer concerns, symptoms and relevant information related to troubleshooting effort and resolution.
• Recommend or perform actions to correct problems based on hardware and application knowledge
• User Account Administration with Active Directory: account creation, domain access; unlock accounts & password resets.
• Troubleshoot issues by using Remote Proxy software to connect to the end-user's workstation and interact with their desktop.
• Researched, documented and provided confident, accurate solutions to user problems on a timely basis.
• Used critical thinking and time management to evaluate and prioritize user support tickets according to best practices, SLA’s and SOP’s
• Supported for Hummingbird document management system; document recovery, reconfiguration of client.
• Effectively documented and escalated and all incidents for which resolution is not possible and follow-up to methods of support delivery.
• Participated in shift rotation and after-hours on-call responsibilities are a mandatory job responsibility.
• Supported, troubleshoot and advised end-users in areas related to company assigned equipment, application and the BYOD policy.
• Supported and manages Desktop Support SharePoint site.

Confidential, Washington, DC

Help Desk Analyst/Desktop Support

Responsibilities:

• Provided primary support of Principles and Directors for specialty requirements. Provided fast track training, problem resolution and procurement of new technologies. To include meeting with them outside of the office for equipment swaps and field break fix.
• Provided support and problem resolution for application, hardware, and network connectivity local and remote.
• Recommended policies for service delivery, cross trained staff on the basic and advance functions of applications and the use of network resources and applications.
• Provide support/training for but not limited to the following applications: Microsoft Windows XP, Microsoft Office 2003 Professional, LanDesk, iManage - Filesite, Delta View, Time Entry, Westlaw, Outlook 2003;
• Provided Windows XP laptop refresh using Ghost for Dell laptop and desktop refreshes.
• Documented firm assigned assets in SAP Front End for monitoring, tracking, decomissioning of assets, and refresh dates. (Asset Management System)