SUMMARY:

• Highly experienced Information Technology professional seeking to contribute training acquired within various IT related fields.
• Works well independently, managing others, or a group setting providing all facets of computer support such as troubleshooting, installation, and maintenance.
• In - depth knowledge and understanding of hardware and software products.
• Proven ability to deliver outstanding customer service, attention to detail while exceeding departmental targets.
• Excellent communication, teamwork and analytical skills.

TECHNICAL SKILLS:

Angel Phone System, Remedy/GoToAssist/ServiceNow Bomgar, Active Directory, TCP/IP, FTP, computer networking, ITIL, Windows (98/NT/2000/ XP, Vista, Windows 7, Windows 10), Microsoft Office suites, Exchange Server setup and configuration, workstation setup, peripheral setup, PC repair & troubleshooting, Remote Desktop, Citrix, Adobe Acrobat, Altiris(desktop rebuilds), GoToMyPC, Shavlik(push patches and scan)MS Communicator (Remote Assistance), Gdata antivirus, VMware(Vcenter).

EXPERIENCE:

Confidential

Tier II / III Helpdesk

Responsibilities:

• Successfully implemented Tier II and Tier III support for fast paced larger corporation.
• Effectively provides break/fix and root cause analysis for trending and most up to date equipment -
• Microsoft Surface Pro 4, Surface Hub, Click Share, VTC, etc based on Service Level Agreements.
• Maintains and troubleshoots hardware/software within a Virtual Machine/ physical machine environment.
• Creating, updating and troubleshooting VM pools using VCenter- web and local client.
• Updating VM s and physical machines using Windows Server Update Services and PDQ.
• Creating and distributing RSA tokens using the RSA Administration application.
• Activating/ Deactivating LAN ports as part of a routinely scheduled equipment moves.
• Successfully troubleshoots all areas of hardware and software (third party and internally developed).
• Creates scripts to effectively carry out longer interval functions such as installing software/printers/share drives.
• Network/Hardware/Software troubleshooting using a variety of techniques and tools.
• Creates SOP s related to how processes are handled and updates documentation.
• Trains and manages newly hired employees. Ensures proper handling policies of and procedures.
• Tasked with performing Microsoft Surface deployment for large scale department utilizing internal deploy software(LanDesk) and multiple build lists/checklists.

Confidential

Tier II / III Helpdesk

Responsibilities:

• Lead role provided all facets of support to 100+ employees and had a proven track record of success.
• Support included, but not limited to, software modifications, installations, troubleshooting errors or malicious software, narrowing and solving technical problems such as networking, boot - up, crashed computers, Servers(VM and physical), Cisco/8x8 phones, printers,.
• Maintained several servers (File Server, Norton-Anti-Virus Server, Domain Controller, LINX Server,
• Exchange Server, and Terminal Server).
• Upgraded MS Servers to 2012 on VM and physical device.
• Demonstrated excellence in a very fast paced tier II/tier III equivalency support position with major focus on customer support and attention to detail.
• The company used many specialized software such as Ultipro, Camtasia, Sharepoint, Microsoft
• SL, SAGE Office 365, OneDrive. Office 365. Daily processes involve troubleshooting this software, among others.
• Modified group policies, made changes to Active Directory, Office 365 and maintained servers including the domain controller.
• Created local and remote accounts, setup mailboxes, set permissions in AD/Exchange.
• Organizational structure was virtual so many operations were handled through Vcenter (VMware).
• Used GoToAssist ticketing system to track and remotely access user s computers.
• Solely implemented 8x8 phone system, upgraded laptops to Windows 10, and moved users to Office 365.
• Received outstanding ratings and multiple meritorious promotions for outstanding work.
• Maintained network VM and physical by monitoring network traffic and troubleshoot servers when malfunctioned.
• Setup, maintained, and configured Cisco phones through Cisco Unified Phone System.
• Maintained Commvault tape backups using the vendor provided software and physical hardware.
• Assisted in setting up and maintaining routers and switches. Activated and deactivated LAN Ports.
• Monitored Access Points and network traffic through Cisco and Meraki networking tools.
• Restarted devices and troubleshoot faulty networking equipment with various tools and resources.
• Used network cable testers to isolate bad network ports, replaced the cabling or further troubleshooting.
• Created and maintained email signatures using Exclaimer and Codetwo.
• Highly proficient in Mac OSX troubleshooting and optimizations.
• Deployed as needed.

Confidential

Service Desk Analyst

Responsibilities:

Responsibilities:

• Provided client resolutions which included telecommunication requests, email issues, Active Directory and other device support.
• Resolved networking issues such as users not able to access the internet, cannot send email, and inability to login to computer.
• Utilized many researching applications, such as search engines, tech forums, internal knowledge base, and manufacturer s websites to accurately assist the customer in arriving at a solution.
• Conducted performance checks to evaluate conditions of pc hardware.
• Assisted customers through remote assistance software, such as Remote Desktop Connection Windows Remote Assistance, and Microsoft Lync.
• Trained new hires on new procedures, troubleshooting, work ethic, and software training.

Confidential, Wheaton, MD

PC Repair Technician

Responsibilities:

• Tested and repaired components and equipment to verified adequacy of repairs.
• Answered inbound calls, assisted customers with account information, placed service orders, set up service appointments, and assisted customers with technical support.
• Analyzed problems and formulated solutions for specific problem areas.
• Described products, usage, operation, and care of equipment to customers.