TECHNICAL SKILLS:

Operating Systems/Hardware : Microsoft Windows 2010, 2008, 2007, Vista, XP, 2000, Novell Netware/AS400, Dell, HP/Compaq & IBM Laptops, Active Directory/Hyena, Apple iPad, iTouch, and iPhone, Blackberry, Blackberry Server, Android Tablet, and Phone, Server 2000/2003, Radiant POS, Par2k/4k POS

Applications: Office 365, Office 2013, 2010, 2007, Outlook 2010, 2007, 2003 and OWA, Microsoft Exchange, Citrix Management Console, Lotus Notes, Microsoft SQL (admin), Microsoft Communicator, Lync, Ghost, Remote Assistance/Desktop, Live Meeting, Net Meeting, VPN, SSLVPN, Guardian Edge Encryption, ActiveClient, SMS, SCCM, RSA Security Console

Ticketing Systems : Remedy, GWI, Magic, Clarify, HP ServiceCenter (Peregrine), BMC Track - It

PROFESSIONAL EXPERIENCE:

Confidential, Marietta, GA

Office Manager/PC Technician

Responsibilities:

• Provided administrative support to CEO and office staff through a variety of tasks.
• Coordinated and managed travel arrangements, bookings, and hotel reservations; preparing and tracking expense reports on a monthly basis.
• Manage multiple calendars proactively; including the scheduling and planning of internal, external, personal appointments, meetings, and conference calls.
• Occasionally provided PC technician support skills and networking troubleshooting skills when needed.
• Managed time effectively to meet and exceed deadlines to ensure availability for additional projects.

Confidential, Atlanta, GA

Customer Engineer

Responsibilities:

• Reimage, refresh, and migrate end users to Microsoft Windows 2007 by using Microsoft SCCM and PXE via server.
• Prepare and set up new and current employees with newly refreshed or reimaged pc and peripherals including monitor, docking station, keyboard, mouse, printer, scanners, and fax machines.
• Resolved break/fix issues and repair on HP laptops, desktops, Lenovo desktops, notebook, ThinkPad tablet, including Window 7 and XP operating systems.
• Performing the installation and configuration of various software applications including Microsoft Office XP and Windows 2007.
• Order new equipment for new employees or current employees through the use of Ariba.
• Repair hardware equipment using diagnostics and break/fix skills as needed including: disk encryption and decryption, hard disk drives, cd/dvd drives, memory, system boards, Confidential screens, microprocessors, keyboards, mice.

Confidential, Atlanta, GA

Desktop/Deskside Support Technician

Responsibilities:

• As the only point of contact in IT, provided first, second, and third level desktop and deskside support to end users and the Executive Team.
• Answered incoming calls from end users with Windows, MS Office, software, hardware, and third-party application issues.
• Reset end user’s password, unlocked account using Active Directory (AD).
• Created Windows accounts and Microsoft Exchange accounts for use on the network and Outlook.
• Added and removed workstations to and from domain(s).
• Created help desk tickets using BMC Track-It for end users who were in need of assistance and worked on ticket throughout resolution within company’s SLA.
• Performed remote assistance and installation of software to international satellite office in India.
• Ghost machines and rebuilt workstations.
• Performed diagnostic on pcs to determine if salvageable. Replaced internal hardware components when necessary.
• Trained new employees on general use of workstation and ticketing system.

Confidential, Atlanta, GA

Desktop Support Technician

Responsibilities:

• Assist end user in resolving highly complex technical problems on a primary account by providing guidance regarding software and hardware problems. Log incoming tickets in Peregrine Service Center. Resolve tickets in a timely manner.
• Assist end users with: log in issues, new account issues, smartcard, RSA security keyfob, VPN, Citrix, Microsoft Office 2010, Blackberry software support (BES/BAS).
• Provide desktop and remote support to Confidential end users by using SMS and SCCM remote tools.
• Respond to customer requests for service and software/hardware needs in a friendly and professional manner.

Confidential, Marietta, GA

Desktop/Deskside Support Analyst

Responsibilities:

• Provide and desktop and deskside support to LM Aero, EBS, and IS&T end users. Support Enterprise and third party software.
• Respond to customer requests for service and software/hardware needs in a friendly and professional manner.
• Repair hardware equipment using diagnostics and break/fix skills as needed including: disk encryption and decryption, hard disk drives, cd/dvd drives, memory, system boards, Confidential screens, microprocessors, keyboards, mice, and WYSE terminals.
• Reimage desktop or laptop with corporate image and disk encryption and migrate user’s data to pc.
• Retrofit end users of Windows XP and Vista to Windows 7. Provided one-on-one training with conversion to new operating system.
• Push and install software via remote desktop and/or remote desktop and also by using SMS Device Management Tool and SMS Optional Software Tool.
• Prepare and set up new and current employees with newly refreshed or reimaged pc and peripherals including printer, scanners, and fax machines.

Confidential, Atlanta, GA

Support Analyst

Responsibilities:

• Performed as team lead, trainer, spokesperson for department for HR, and also manager in the absence of manager.
• Printed SLA call volume reports.
• Work cross-functionally with other support organizations to ensure customers satisfaction and bring closure to open issues.
• Documented and updated knowledge base and escalation process.
• Contributed data into knowledge base to help with current and upcoming issues which affected end users.
• Provided deskside support and LAN/WAN troubleshooting onsite and also provided desktop support remotely.
• Provided Windows user account administration via Active Directory such as creating new accounts, modifying accounts, moving accounts, resetting passwords, enabling/disabling accounts.
• Maintained proper functionality and connectivity of the Local Area Network and Wide Area Network with the use of IBM Director, Net IQ, and SolarWind as monitoring tools.
• Monitored Windows 2000 and 2003 servers and research problems on servers and made repairs as needed.
• Monitored Daily Jobs, Backups, and Processes on TSM Library with the use of TSM Manager.
• Ensured daily and weekly backups of network and workstation systems are completed.
• Performed system monitoring checks and system interrogation, log all statuses, complete daily turnover.
• Proactively monitored all infrastructure components to prevent potential problems.
• Worked to resolve unsuccessful production jobs, escalate as necessary for corrective action.