SUMMARY:

• Senior help desk/desktop and technical support professional, aresult - oriented, energetic and optimistic person who is capable of accessing situations.
• Very attentive to details and meticulous in task execution and able to interact well with clients and staff.
• Excellent communication and diagnostic skills, consistently solve problems, reputation for productivity, complex problem resolution and professionalism.
• Over 15 years of experience in the field of Microsoft networking and computer support.

TECHNICAL SKILLS:

Hardware: Installing, upgrading, configuring, maintaining, restoring, testing and troubleshooting and repairing computers, network and local printers, scanners, modems and data storage devices. Flashing Bios and installing computer memories, drivers for network and local printers. IBM, HP, Gateway and Dell hardware proficient. Setup and maintained network audio - visual conference rooms

Software: Microsoft Office Suite, Windows XP, Windows Vista and Windows Seven and Eight Proficient. Installing, configuring, customizing, optimizing, networking, integrating and troubleshooting Microsoft Office Suite, Outlook Express, DOS, Netscape, Mozilla Firefox, WordPerfect, VPN and Internet Explorer, Microsoft Exchange based email accounts and Lotus Notes for end users. Performed migrations from HP open mail to Microsoft Exchange, also an experience user of Active Directory, remote access utilities, Windows remote Desktop, GoToMyPC, LogMeIn, (LANDesk). Help Desk documentation, Used ticket tracking and Asset Management tracking programs Track-it, Remedy, Service Center and Heat to create and record the resolutions of IT tickets

Database: Microsoft Access. Setting up and maintaining computer inventory database.

Network: Computer networking experience includes network design architecture such as Ethernet and Wireless using LEAP, WPA, WEP, etc., encryption 64bit, 128 bit technology etc., Protocols NetBEUI, NWLink, IPX/SPX and TCP/IP under Microsoft and NetWare platforms.

PROFESSIONAL EXPERIENCE:

Confidential, Washington D.C

Ter 2 Technical/Desktop Support Specialist

Responsibilities:

• Handle Tier 2 Software related issues, Microsoft office suite, Adobe,
• Supports 9,000 plus Confidential world Wide staff members
• Resolving remote connectivity issues for bank staff working from home or out of the country on a mission
• Lotus Notes configuration and troubleshooting.
• Independently resolving tickets within SLA
• Adhering to the standard of operating procedures / work instructions
• Escalating issues to higher level teams for prompt resolution.
• Updating work logs and the Confidential Technical knowledge base
• Coaching other analysts in the correct routing of tickets, and in the capture of critical information
• Adhering to organization policies and procedures
• Complying with regulatory requirements
• Alert and ticket Monitoring
• Opening bridge calls with clients to specialized teams for teleconference resolutions
• Editing and formatting of projects word documents.
• Editing and formatting of excel spreadsheets
• Troubleshooting and guiding staff to network resources
• Mapping network drives and print servers.
• Resolving issues within Microsoft outlook 2013 on the desktop, and mobile outlook on the Android and iPhones.

Confidential

Technical/Desktop Support Specialist

Responsibilities:

• Researched, recommended and implemented new technology.
• Rebuilt computers (replacing damage hardware/peripherals). Imaged and re - imaged, installed, configured and maintained and migrated data from old computers to new desktops and laptops
• Imaged and restored laptops and desktops Lotus Notes installation, configuration and troubleshooting.
• Installed, repaired and managed local and networked printers, palm pilots, laptops and desktops, etc.
• Maintained and administered computer networks and related computing environments, including.
• Computer hardware, systems software, applications software and all configurations.
• Repaired laptops and desktops. Resolved printers network issues, paper jams, replaced toners and fusers among other printers related problem resolution.
• Perform data backups and disaster recovery operations.
• Supervised six employees
• Resolved Malwares and network connectivity issues.
• Established and maintain IT inventory databases

Confidential, Gaithersburg, MD

Desktop Support Specialist

Responsibilities:

• Assisted in the migration of a new robust and secure data access, entry and display Computer System at the Washington Adventist Hospital (WAH).
• Troubleshooting, unlocking SAP accounts and resetting passwords
• Supported 1400 employees
• Handled Tier II and III Help Desk/Desktop Support issues via phone, email and in - person visits. Used Remedy management tracking system Track-it.
• Rebuilt computers (replacing damage hardware/peripherals). Imaged and re-imaged, installed, configured and maintained and migrated data from old computers to new desktops and laptops
• Installed and activated new technology within the WAH system.
• Provided technical support and quality service to WAH client community by installing, inspecting, maintaining, troubleshooting and repairing personal computers, peripherals, network printers and all telecommunications equipments within the facilities.

Confidential, Columbia, MD

Technical Support Specialist

Responsibilities:

• Research, recommended and implemented new technology.
• Managed information technology and computer systems.
• Diagnosed hardware and software problems and replace defective components.
• Maintained and administered computer networks and related computing environments, including computer hardware, systems software, applications software and all configurations.
• Maintained and managed logs and all IT service records.
• Perform data backups and disaster recovery operations.

Confidential, Washington, DC

Desktop Support Specialist

Responsibilities:

• Handled Tier II and III Help Desk/Desktop Support issues via phone, email and in - person visits. Used Assert management tracking system Track-it.
• Lotus Notes installation, configuration and troubleshooting.
• Imaged and restored laptops and desktops, also migrated data and deployed hundreds of laptops and desktops.
• Resolved printers network issues, paper jams and replaced toners and fusers among other printers related problem resolution.
• Troubleshooting, unlocking SAP accounts and resetting passwords
• Installed, repaired and managed local and networked printers, palm pilots, laptops and desktops, etc.
• Diagnosed hardware and software problems and replace defective components, installing and monitoring virtual servers, web servers and application servers.
• Migrated windows XP laptops and desktops to windows 7. Backing up and restoring user s data.
• Installed, configured and maintained Windows XP, SAP, Citrix based applications, Microsoft Office Suite including Projects, Visio, among other applications. Ticket management and resolution.
• Setup and configured remote access (VPN) via IPASS and Nortel utilities. Configured wireless access

Confidential

Information Technology (IT) Consultant

Responsibilities:

• Used asset management program Heat to create work tickets based on clients descriptions and to enter in resolutions and closure of tickets.
• Returned to Liberia after the Civil War ended to assist in the rebuilding efforts.
• Researched, recommended and implemented new technology.
• Managed information technology and computer systems.
• Maintained and administered computer networks and related computing environments, including computer hardware, systems software, applications software and all configurations.
• Maintained and managed logs and all IT service records.
• Performed data backups and disaster recovery operations.

Confidential, Columbia, MD

Desktop Support Specialist

Responsibilities:

• Handled Tier II and III Help Desk/Desktop Support issues via phone, email and in - person visits.
• Migrated windows 2000 laptops and desktops to windows XP. Backing up and restoring user s data.
• Troubleshooting, unlocking SAP accounts and resetting passwords
• Lotus Notes installation, configuration and troubleshooting.
• Installed, configured, administered and troubleshoot Microsoft Outlook, Windows 95 thru Windows 7
• Setup and configured remote access (VPN) via IPASS and Nortel utilities. Configured wireless access Imaged and restored laptops and desktops, also migrated data and deployed hundreds of laptops and desktop.
• Repaired hundreds of laptops and desktops. Resolved printers network issues, paper jams, replaced toners and fusers among other printers related problem resolution.
• Resolved Malwares and network connectivity issues. Network and local printer setup.
• Assert management ticket creation and resolution through Service Center ticket tracking system.
• Played an important role in the Active Directory migration project.

Confidential, Bethesda, MD

Helpdesk Technician

Responsibilities:

• Supported 1200 employees and handled 80 - 300 calls per day via phone, email and in-person visits.
• Installed, repaired and managed local and networked printers, palm pilots, laptops and desktops, etc.
• Troubleshoot and resolved computer related problems through (LANDesk) remote access.
• Created Microsoft Access IT inventory database that ensures easy access, querying and protection of IT hardware information.
• Assert management tracking system used was Track-it.