SUMMARY:

Actively seeking a challenging role with an organization in need of a motivated IT Technician who is qualified for a high level of responsibility.

TECHNICAL SKILLS:

Operating Systems: Yosemite, El Capitan, Sierra, Windows XP, 7, 8, 10 and RT, Windows Server 2008 and 2012.

Software: Microsoft Office Suite 2003 - 2013, MS Active Directory, DNS, Print Server, Safe Boot Administrator Console, Confidential Endpoint Encryption, Guardian Edge, Symantec Endpoint Encryption, System Center Endpoint Encryption, RSA, Citrix, BES, Good Mobile, Chrome, Internet Explorer, Mozilla Fire Fox, Adobe Acrobat XI, Norton 2012.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Desktop Support Technician

Responsibilities:

• Communicate with customers via phone, email, remote assistance, and face - to-face in order to resolve technical issues and fulfill IT requests.
• Plan and deliver customer support services, including installations, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements.
• Installs, configures, troubleshoots, and maintains hardware and software to ensure the availability and functionality of Mac, Windows, and Windows Server systems. Recovers data in the event of hardware or software failure.
• Reviews, analyzes, evaluates, and improves hardware, software, systems, and/or equipment testing methods, concepts, techniques, and operations.

Confidential, Washington, DC

Desktop Support Technician

Responsibilities:

• Communicate with customers via phone, email, remote assistance, and face-to-face in order to resolve technical issues and fulfill IT requests.
• Plan and deliver customer support services, including installations, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements.
• Installs, configures, troubleshoots, and maintains hardware and software to ensure the availability and functionality of the systems. Recovers data in the event of hardware or software failure.
• Reviews, analyzes, evaluates, and improves hardware, software, systems, and/or equipment testing methods, concepts, techniques, and operations.

Confidential, Germantown, MD

Helpdesk Support Technician

Responsibilities:

• Answers telephone and e-mail inquiries by end users for assistance with computer related issues and requests.
• Track tickets until completion and maintain data in several databases.
• Assign or escalate tickets to appropriate groups for resolution.

Confidential, Washington, DC

Desktop Support Technician

Responsibilities:

• Communicate with customers via phone, email, remote assistance, and face-to-face in order to resolve technical issues and fulfill IT requests.
• Providing desk side support by performing installation, configuration, maintenance, and troubleshooting on all PCs, MACs, laptops, printers, monitors, and scanners.
• Determining if the hardware is under warranty, placing the appropriate support call for the under-warranty systems, and coordinating the replacement of any defective parts under warranty.
• Thoroughly documenting all Desktop Support calls to reflect the actions taken on each trouble ticket and the final resolution into the USD ticketing system and analyzing problems that indicate systemic issues, recommending solutions, or escalating unresolved issues to the supervisor.
• Ensuring that all desktops, laptops and take-home personal computers are on the latest version of Confidential Virus Scan anti-virus engine and have the latest data files and associated patches installed. Ensuring all laptops have the current version of Client encryption, VPN and RESCUE installed.

Confidential, Washington, DC

Service Desk Technician

Responsibilities:

• Maintain cross functional communication with customers via telephone, e-mail, voice-mail, and written correspondence to ensure service deck ticket resolution.
• Performed functions such as; provisioning of all new accounts, adds, moves and changes to existing accounts, ordering CSR’s and obtaining necessary customer information as needed.
• Resolved client’s issues in product areas including installation/set-up, systems administration, product configuration and functionality.
• Manage the service desk team inbox to ensure ticket follow up and resolution, desktop installation, desktop relocation, and desktop removal where appropriate.
• Effectively troubleshoot, resolve and/or route Remedy Incident Records to appropriate assignment group and/or escalate any critical outages.
• Research and document resolutions that are not currently documented in the Knowledge Base.
• Monitored and troubleshoot LAN/WAN traffic, hardware & protocol to provide proactive problem solving on issues with the Network.
• Issued initial problem cause determination, evaluation and prompt problem resolution of downed sites and network outages.
• Ensure all customer service and technical aspects of Customer Service Solution are integrated and interfaced effectively.
• Manage password reset for users with applications including: Remedy, Active Directory, TECS/Mainframe and LAN.
• Troubleshoot issues and install software remotely using Microsoft Configuration Manager Console.