PROFESSIONAL SKILLS:

• Microsoft Windows XP & 7 Professional, Win 8.1 - Win 10
• Remedy 7.5 / Remedyforce/ ServiceNow Ticketing System
• Microsoft Active Directory (Accounts)
• Avaya Call Manager / Polycom phone system
• Microsoft Office Professional 2003, 2007, 2010, 2013
• RSA Remote Authentication Manager (RSA Token) /Citrix
• Network Configuration - IP compliance
• HP Web Jetadmin / Printers Configuration
• Lotus Notes 8.1 /Lync
• Bitlocker (ID & Password File Recovery)
• SharePoint Basics

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support, Rockville, MD

Responsibilities:

• Deskside, break-fix, and Installations, Moves, Additions, and Changes ( Confidential )
• Disposal, redeployment, asset reclaim, forensic, and data/email request services
• Shipping coordination
• Secure print Printer, videoconferencing, and remote hands support
• Data recovery
• Image installation
• Warranty and out-of-warranty repair and replacement
• Asset and inventory management
• Procurement assistance (if applicable)
• Good for enterprise
• Citrix
• IPASS
• VPN - network connect
• Office 2010 / Lync 2013
• Cylance antivirus
• Wi-Fi and networking support

Confidential

Desktop Support, Arlington, VA

Responsibilities:

• IT support for 300-400 users. Variety of software installs, ServiceNow ticketing system.
• LANDesk Management Suite database, Citrix receiver, remote access, RSA Token VPN, network and MS Outlook 2013 email support.
• Provide XP and Windows 2007 support
• Imaging and migrations from XP to Win2007.
• Weekly meetings on new or updated processes, SOIP’s security issues pertaining to desktop support, and to provide details regarding user staff, resources, and available inventory.
• Cisco Anyconnect VPN
• Migration from MS 2007 Outlook to MS Outlook 2013 and support.

Confidential

Migrations support, Wash, DC

Responsibilities:

• Win8 Migration. Install, configure, Run IBM based script Lenovo, follow SOP requirements to ensure data transfer.
• Provide desktop support “Post Migration Support”. Failed migrations, data corruption issues, missing folders, connectivity, and outlook 2013 related to missing or pst related issues.
• Excellent customer based service provided to end users. Resolve remedy tickets based on user issues. Provide solutions per ticket via Remedy. Specific skillset needed were to interact with clients, solve issues in a timely fashion, troubleshooting required to identify source of any outstanding issues, then provide solutions.
• Administer and maintain applications, workstations,, scanners.
• Provide technical support to end-client. Monitor printer consolidation.
• Run Script IBM Lenovo, provide customer service to clients with failed or issues related to data transfer, Troubleshoot issues, tier 2 support. Provide follow-ups to clients with issues regarding and related to migration. Login issues, Outlook PST files, missing files, manual and peer to per data transfers.
• Cisco, jabber, juniper, dell, McAfee, Microsoft Office, Checkpoint Security Products. SCCM pushes non-standard software.
• Windows 8 deployments and follow-ups. Provide first-class deskside support. Run script to facilitate data transfer over network or peer to peer. Provide first class support to end-user upon migration completion.
• Primary support for the desktop computing environment include desktop troubleshooting, migration of IT equipment, MAC support, and asset management of all IT components.
• Provision configure, and test computer hardware, software and operating system.
• Recommend changes to improve systems and determine hardware or software requirements related to such changes
• Maintain an inventory of equipment and parts needed to support the environment.
• Coordinate with vendors and with company personnel in order to facilitate resolution of issues.
• Active Directory
• Routers, Switches, and Lan support. Test and configure Network configurations.

Confidential

Senior Technical Support Analyst, Rockville, MD

Responsibilities:

• HP, Dell, and Mac OS laptop/desktop configurations, deployments, and end-user installs. Follows policies to ensure integrity of install. Provide excellent customer service regarding any issues that pertain to knowledge base, and or general questions regarding implementation of new or updated OS and hardware.
• Windows 8 support. Windows 8 deployment and desk side support for laptops and desktops, imaging and VOIP setup. Good customer interaction skills, ability to multitask, capable of updating tickets, prioritizing ticket volume and updating equipment status.
• Imaging from SCCM. Laptop and desktop install and refreshes.
• Software installs, standard and non-standard. Remedy ticketing system.
• Imaging PC /Mac for deployment. Belarc Advisor Report. Provide continuity and integrity between Microsoft Windows 7 and Windows 8 OS.
• Accurately manage customer satisfaction via follow- ups to all customer/client inquiries regarding and/or pertaining to an install. Data Transfer.
• Follow SOP guidelines. Installs PC field deployments for campuses offsite.
• Develop hardware installation schedules.
• Mobilize installation team.
• Prepare site installation and test reports. Software installs, standard and non-standard, file repair sfc.exe fixes.
• Coordinate post installation operations and maintenance support.
• Coordinate and install Polycom telephones systems and Lync IM services.
• Coordinate surplus of equipment through inventory management and wiping pc's\mobile devices Blackberry and Android OS. Provide customer support and degaussing. Belarc Advisor.
• Install and configure Polycom phone systems. Blackberry smart phone support
• Microsoft Office 2013. Configured Microsoft Outlook email, archives, OST and PST files and folders and data file management for Microsoft Office 2003 - 2013.

Confidential

Data Migration Specialist, Washington, DC

Responsibilities:

• Windows XP/Vista to Win 7 manual migration for 3,500 users.
• Prepared and documented all existing data. Belarc Report Advisor
• Installed new upgraded laptops while running migration script for data backups.
• Recorded all inconsistencies in backup and the restoration of data.
• Followed all Confidential SOP requirements for new updates implemented daily.
• Run checks to ensure that all data has migrated successfully.
• Checked for accuracy of installation while verifying that user data, email/ archive, local and networked printers, scanners, desktop, internet/intranet for department specific applications are installed and properly working.
• Assisted in post-migration troubleshooting and related fixes associated with migration or user profiles.
• Kept detailed records of work performed while adding changes to the database as needed.
• Modified user accounts on domain, password resets and remote VPN access.
• Provided guidance and technical support to customers regarding computer hardware, software, and/or network issues related to migration.
• Provided extensive Windows 7 support in addition to troubleshooting client issues, VPN administration, Active Directory and Remote desktop.
• Supported Commercial of-the-shelf (COTS) software for MS Office 2007/2010 and Internet Explorer in a MS Windows XP and Win 7 environment.
• Supported customized WU applications for the web browser as well as client-server based browsers.
• Troubleshot hardware problems on workstations and peripherals.
• Built and configured desktops and laptops.
• Managed an inventory of systems, subsystems and component parts used in repair work.
• Assisted System Administrators in system maintenance and implementation.
• Logged and managed requests for Desktop Support and provided progress reports.
• Provided remote support for branch offices to perform support (Windows RDP).
• Built computers using Ghost Imaging and MS Deployment Tools.
• Supported laptop users through VPN and Bitlocker Encryption.
• Monitored and managed HP Service Desk for incoming requested and incident tickets.
• Fixed user issues related to MS Outlook and other Office apps. Mac 10.8 Mountain Lion support.
• Installed Visio and Project software requested by users for browser related issues (Citrix and other browser based apps). Remote Desktop Support.
• Built and rebuilt machines using standard imaging.
• Configured Microsoft Outlook email, archives, OST and PST files and folders and data file management for Microsoft Office 2007 - 2010.

Confidential

Customer Support Technician, Washington, DC

Responsibilities:

• Held the responsibility for all data transfer and data migration for user data profiles from Microsoft XP to Microsoft Windows7.
• Provided extensive Norton’s Ghost imaging while maintain Ghost servers.
• Imaging, sysprep configuring, deploying and testing. Implementing Microsoft’s Windows XP and Windows 7. Belarc Report Advisor.
• Provided Microsoft Office 2007 and 2010 support while modifying and troubleshooting MS Outlook and end user E-MAIL issues, Deployment and installation of Confidential imaged dell laptop and desktop computers, peripheral devices, to and from Confidential locations in and around the Washington Metropolitan Area.
• Created, identified, and implement proper techniques for data transfer and installation set forth in Confidential guidelines and SOP’s.
• Held the responsibility of importing and exporting data.
• Maintained system integrity once data transfer has been completed.
• Researched and implemented fixes and install patches and workarounds when using Windows 7.
• Installed and configured Microsoft Outlook email, archives, OST and PST files and folders, data file management for Microsoft Office 2007 - 2010.
• Tracked progress of deployment via pc barcodes while resolving issues during and after installing new pc to user locations.
• Helped users become familiarized with updates after migration. Perform follow-ups with end-users requiring additional installs. Remote Desktop installs.
• Checked for accuracy of installation while verifying that user data, email/archive, local and networked printers, scanners, desktop and internet/intranet department specific applications are installed and properly working.
• Assisted in and with post-migration troubleshooting and related fixes associated with migration or user profiles.
• Kept detailed records of work performed and added changes to database as needed.
• Modify user accounts within the Confidential domain, Password resets, Provided extensive Windows 7 support for troubleshooting client issues.
• Provided Internet/intranet connectivity, web applications, password resets for Microsoft Windows 7. Provide guidance and technical support to customers regarding computer hardware, software, and/or network issues related to migration.
• Citrix installations and Troubleshooting. Provide user with solutions to accessing work from home or abroad. Research error messages, determine point of failure. Walk customer though steps of determining points of connectivity failure. Delete temp files, clear cache and cookies from browser. Turn off pop-blockers. Determine failure point at which user gets an error message. Home network, Citrix server issues (pinging citrix server), or endpoint desktop workstation (unable to login to workstation) etc. Ask questions, last time the user logged into Virtual Private Network. Key FOB issues. Active Directory .
• Maximo ticketing system. Held responsible for maintaining Maximo ticketing systems while creating, updating and modifying user trouble tickets.
• Resolved level 2 issues, meeting SLA requirements and metrics.
• Provided level 2 network printer and scanner support to end user.
• Assorted software installation MPDT.

Confidential

Desktop Support Specialist, Arlington, VA

Responsibilities:

• Provided level 3 technical support to all Confidential (integrated defense systems) personnel and business partner visitors.
• Implemented USD ticket tracking system phased out in place of REMEDY tracking system.
• Troubleshot desktop support calls and tickets for repairs, new user setups, logon issues and resets.
• Held the responsibility for PC Leash refresh, sysprep re-imaging, software deployments, and migrating for Windows XP to Win 7’s 64 -bit platform.
• Provided manual backups (Memeo) for enterprise software installation, configuration, and provided support for Microsoft XP and Windows 7.
• Provided customer support for users on at home and on travel.
• User applications and profile management, Wireless Network, WWAN (aircard) “PEEP wireless”, Cisco VPN client, Drive Mappings, Printer Mapping, 2003-2008 print server maintenance and support, PGP enrollment (Whole Disk Encryption) support, Lotus Notes 8.5 and Sametime, net-meeting, (install, configure, support), Microsoft Office Suites (Visio, Excel, Word, etc), Microsoft Outlook (install, configure, support), data archiving, ERPM, on the RTN Secure network domain. Cisco Remote access. Lotus Notes 8.5 setup and installs, configure, repair and maintain.
• Provided asset tracking, inventory management, large and small conference room setup (Creston’s MPS “Multimedia Presentation System”), VTC (video teleconferencing), and A/V support and maintenance. Teleconferencing.
• Supported Blackberry troubleshooting, synchronizing, configuring, and support.
• Provided HP printer maintenance and support.
• Maintained VAG (visitor’s access gateway) for users
• Used DRA (active directory tool) for modifications.
• Provided RTN network support while configuring and providing administrative support for the “AVAYA 4600SW IP” series telephone system.

Confidential

Desktop Support Technician, Washington, DC

Responsibilities:

• Provided first level technical support to clients contracted with Confidential located in Washington DC region.
• Interacted with customers collecting incident information and lead users through basic diagnostic procedures to determine source of pc issues.
• Windows XP and Windows7 support provided to clients when troubleshooting related issues.
• Provided MAC OS 10 and Window 7 (PARALLELS) support for users using the MAC 10 OS.
• Documented each interaction, with customers in troubled ticketing systems.
• Ensured all end user incident response goals are met in accordance with established service level agreements.
• Answered questions to end-users by identifying problems, researching answers, troubleshooting primarily from a desk via email and phone. Citrix Remote Desktop VPN Client and web access services troubleshooting. Citrix InstallCheck for error messages pertaining to
• Actively responded to user request for wireless VPN (Juniper) support for users working from home or abroad.
• Provided tier 1 and tier 2 support to DC fire and rescue FEMS, MPD Metropolitan police dept, DCPS DC public schools, OAG Office of the Attorney General, and over 60 district agencies under Confidential .
• Provided Windows XP and Windows 7 support for common issues such as resetting passwords via active directory, Microsoft issues, user profile modifications, internet connectivity access issues, providing support for the Microsoft Office 2003-2007 suite, drive mapping, hardware/software support, e-mail access support, web-mail, domain and DNS resolution issues, and modified user accounts for DCPS.
• Updated and modified tickets generated by the REMEDY ticketing system tracking tool.
• Routed and escalated tickets to 2nd level support team as necessary.
• Ensured all issues in regards networking outages were reported to the network operations center (NOC).
• Created, modified, and disabled accounts using Active Directory.
• LANDesk Remote Access for Mac OS xnd the Windows OS environment.

Confidential

Desktop Support Technician, Woodbridge, VA

Responsibilities:

• Worked as an Active Desktop Support providing tier two support for Bae System.
• Actively provided service for users accessing local or network drive components in a WIN 2000 and XP environment.
• Maintained user friendly support to clients with pc issues pertaining to software applications, hardware configurations and proprietary software used by either Confidential or Confidential Corp.
• Monitored and resolved escalated trouble tickets through Bae’s USD tracking system software.
• Resolved hardware and software issues generated from tier 1 help desk..
• Reimaged pc’s by installing software, printer configurations, and desktop VPN connections.
• Gained extensive experience with Lotus Notes, outlook, yantra, sametime, and USD (unicenter service desk tracking software).

Confidential

Helpdesk Technician, Washington, DC

Responsibilities:

• As an customer service support technician, task were to troubleshoot problems related to desktop and laptop issues, especially as they related to user error, users questions as relates to their pc, connectivity issues, and network problems.
• Communicated with clients to determine whether trouble with pc required level 1 or level 2 support.
• Entered data into footprints database then determined what steps needed to help resolve clients’ issues.
• Provided experienced using active directory, global connect, lotus notes, Inotes, and Citrix.
• Provided password resets and other issues that users experienced with software.
• Quickly routed and resolved connectivity issues, email failures, and printing issues.
• Adhered to help desk related policies, procedures, and standards as covered in our Confidential Customer Support Manual.
• Provided knowledge using tracking software applications such as footprints, remedy, USD (unicenter service desk) and tracking software solutions.
• Interacted with customers to collect incident information and lead user through basic diagnostic procedures to determine the source of error.
• Accurately Documented incidents in trouble ticketing systems and monitored progress of incidents to ensure timely resolution.
• Documented each interaction, attempt interaction with customer in trouble ticketing system.
• Ensured all end user incident response goals are met in accordance with established service level agreements.
• Answered questions to end-users by identifying problems, researching answers, troubleshooting primarily from a desk via email and phone.
• Provided on-site assistance for users on a daily basis.
• Maintained trouble ticket systems by keeping documentation of service calls and collecting support information for future uses in a knowledgebase document.

Confidential

Desktop Support Technician, Woodbridge, VA

Responsibilities:

• Provide desktop support by troubleshooting issues for PCs, laptops, or tablets and their peripherals.
• Provide assistance with new user setup and account maintenance and password reset.
• Gained practiced with pro-active problem solving, responding to email, voicemail, and calls in a timely fashion.
• Investigated and tested reported issues in a promptly manner.
• Re-imaged Dell and other types pc’s using Norton’s Ghost.

Confidential

Technician, Woodbridge, VA

Responsibilities:

• Held the responsibility for active directory, logon policy, password resets, user accounts and e-mail resets in a network environment.
• Assisted in and with post-migration troubleshooting, and related fixes associated with migration or user profiles.
• Kept detailed records of work performed and added changes to database as needed.
• Provided guidance and technical support to customers regarding computer hardware, software, and/or network issues related to migration.
• Supplied hardware troubleshooting skills, extensive XP, and Win2000 Professional troubleshooting.
• Provided Microsoft based knowledge pertaining to logon scripts, policies and Windows XP, 2000 Security model.
• Deployed and assisted with integrated messaging systems including win XP.
• Gained desktop experience troubleshooting various operating systems including, Win XP configurations, and e-mail client setups.
• Acquired experience with desktop and laptop configurations including, Windows NT, Windows 2000 Client, Active Directory, MS Office, MS Outlook and working knowledge of computer related hardware and software.

Confidential

Network Technician, Washington, DC

Responsibilities:

• Provide port mapping for all dorm rooms located on University campus.
• Provided user link-runners and tone generators for tracing network connectivity or connectivity issues from client settings to network switches and routers.
• Identified and recorded connectivity levels or issues for each suite on campus.
• Labeled and identified appropriate Ethernet and fiber-optic cable for testing with link-runners to telecom closet.