TECHNICAL SKILLS:

Operating Systems: Microsoft DOS 3.0 - NT-Windows 7, 8, 10, Windows 2000-2012 Server, OSX

Hardware: Desktops/Laptops/Servers (HP/Compaq, Dell, Lenovo), hubs, routers, multi-function devices, switches, local and network printers (HP, Epson, Lexmark, Canon, Dell), Blackberry, Android 2.0-7.0, Treo, iPad, Android phones, Windows phones, RSA token, Symantec VIP access tokens, portable encryption devices, iPhone, MacBook’s and cloning devices.

Software: Microsoft Active Directory, Office 97-O365, Visio, Project, SharePoint, SCCM, MDT, ADK, Altiris, Microsoft Exchange Server 2000-2008, WhatsUpGold, Blackberry RIM- BES, Adobe Reader-Acrobat Pro, McAfee Anti-Virus Software, Citrix, Salesforce, Remedy BMC, Cisco VPN Clients, Jabber IM, Cisco IP Communicator, SharePoint, Avaya VOIP software, RDP, FoxIt Phantom, AirWatch MDM, Cisco CUCM-Unity Administrator, Symantec Endpoint Protection Manager, Symantec SEE, PGP email and HDD encryption, Symantec VIP Access Admin, DOD-PKI-ECA s, Acronis True Image, Ghost, D-BAN, Verizon Wireless Management Console and Portal.

PROFESSIONAL EXPERIENCE:

Confidential, Reston, VA

IT Service Desk Technician Tier I, II & III

Responsibilities:

• Deploy encrypted PC’s to end user sites internationally or domestic while abiding by company mandated security protocols and safety guidelines
• Update and document standard operating procedures for the resolution of known issues affecting hardware and software resources
• Train and assist end user staff in proper usage of troubleshooting techniques
• Assist with Administration of desktop/laptop management servers and infrastructure applications including patch management, encryption and antivirus protection
• Provide over the phone technical support to offsite users and international locations
• Utilize advanced technical skills in installing, maintaining, troubleshooting and repairing desktop hardware and software for multiple locations, including remote
• Monitor and manage projects and report the status during Change Management proceedings
• Responsible for internal IT projects and managing timelines and tasks
• Experience with SCCM building applications, packages and deploying them to company location for local IT availability, and to support end user functionality
• Strong understanding of Microsoft Active Directory, Windows 7, 8, 10 and Office 365 suites
• Distributed Airwatch Mobility Client to user peripheral devices allow for an additional mode of communication and efficiency over a secured gateway
• Report to manager any faults or inconsistencies with procedures or issuance of inventory
• Archive, recovery and disposal of classified corporate and government information on local or mapped shared network drives
• Create proprietary contractor accounts, security groups, distribution groups and department specific mailboxes while assigning the required access permissions to them
• Implement and manage multi-factored authentication services for desktop and mobile devices offering a more secure login process for all staff.
• Participate in mandatory corporate and government courses to follow protocol and emergency related simulations
• Collaborate with other IT departments to test and find the best possible method to regulate agency wide revisions of network security programs
• Propose refinement of business resources to aid department budget costs.
• Install and configuring of internal digital s that enable government contacts to communicate and browse securely with all federal, state government and military sites

Confidential, Philadelphia, PA

Remote Technical Support Contractor

Responsibilities:

• Provided 100% over the phone technical support for HP and sales representatives
• Used remote software to resolve proprietary applications error on IPAD and Lenovo laptops.
• Created and closed tickets using Salesforce and EKMS Knowledgebase.
• Used instant messenger to communicate with supervisors for escalation purposes
• Escalated tickets to proper department for resolution
• Participated in Certified modules for security authentication and legal purposes
• Communicated to sales representatives via VOIP phone calls

Confidential, Philadelphia, PA

CAE 3 Commercial Business Technical Support

Responsibilities:

• Provided prompt resolution to customers via telephone and/or e-mail to assist with a variety of customer inquiries and issues
• Strived for First Call Resolution while handling all issues with urgency, ownership and accountability.
• Performed complex diagnostic troubleshooting to resolve voice, video & data service issues
• Responsible for fulfilling client requests to make changes to their Confidential Business Class Services including voice, video & data products.
• Leveraged a variety of software applications to manage customer account information and diagnose and resolve technical difficulties.
• Identifies opportunities for process improvements & recommends solutions to leadership.
• Communicated effectively with customers in a professional manner while setting accurate expectations for issue resolution.
• Recognized and diffused difficult customer situations utilizing all resources, interpersonal and negotiating skills to come to resolution.
• Articulated relevant information regarding billing cycles, processes, and proration effectively

Confidential, Philadelphia, PA

Customer Care Representative Lvl.2

Responsibilities:

• Provided over the phone and E-mail technical support for nurses and Physicians across the world
• Processed orders and resupplies
• Informed sites with proper updated documentation and work protocols

Confidential, Maitland

Product Specialist Lvl.2

Responsibilities:

• Provided over the phone technical support for all of our products, including but not limited to home networking routers, internet, digital phone modems, gateways, cable boxes, LED-LCD TV’s, providing a resolution to the customers concern

Confidential, Paulsboro, NJ

De-Configuration Technician

Responsibilities:

• Added and removed hardware components to desktop, laptop, PDA’s, and server racks on lease to corporations and al institutions on the eastern coast of the United States.
• Filed paperwork and restocked PC components in warehouse for returning items.