SUMMARY:

• Skilled Help Desk professional providing PC, server and SharePoint technical support.
• Experience diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades.
• An articulate, flexible and personable communicator with excellent skills in client and vendor relations.

AREAS OF EXPERTISE:

• Patch/Security Management
• Active Directory
• Windows Server 2003/2008
• Microsoft Exchange
• SnagIt 9.0
• Adobe Acrobat Professional
• SharePoint 2010
• Windows XP/Vista/7
• MS Office 2007/2010
• IE7/8/9/10
• Google Chrome
• Firefox Bomgar
• LogMe In Remote
• Win7 Migration
• TCP/IP
• Networking
• Project Management
• Vendor Management
• Remedy
• Office 365
• SCCM
• Android Development
• Spiceworks
• Cabling
• Application Support
• Outlook Client & OWA
• Lansweeper
• Nessus
• MMC
• Solarwinds
• Symantec Backup Exec
• Group Policy
• DNS
• DHCP
• Security Compliance Manager
• ISO 20000
• ISO 27001
• Exchange Management Console

PROFESSIONAL EXPERIENCE:

Computer Support Specialist

Confidential, Fairfax VA

Responsibilities:

• Created standard security baseline.
• Fully proficient at LAN, WAN, and Wireless building, cable installation and testing.
• Extensive knowledge in Microsoft Windows Platforms
• Configuration and Managing of Servers and Workstations
• Troubleshoot various technical issues dealing with printers, network, and phone systems
• Extensive knowledge in Computer Hardware
• Worked with third party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
• Extensive knowledge in Symantec Backup Exec. Responsible for HQ office backups (Symantec backup Exec), Troubleshoot backup failures.
• Successfully administered user accounts, Exchange mailboxes, and security and distribution
• Manages Windows network (users, computers, printers, etc.) with Active Directory
• Worked directly with HR dealing with New Hire Onboarding Process
• Functioned as a 'Help Desk' representative to answer various levels of information technology questions from users
• Performing daily, weekly, monthly maintenance backups/restorative exercises (Backup Exec
• Ensured that anti - virus software and security patches are routinely updated and functioning.
• Provided Sys Admin Support as required to maintain user accounts, DNS,DHCP, WINS, etc. and maintaining connectivity to the internet and VPN
• AD management and maintenance
• Updates, patching and software installations via group policies (GPO)
• Responsible for installing and updating of anti-virus
• Setting up of conference facilities (video and tele-conference), and providing technical support
• Installing and configuring new equipment and software on the network and for customers
• Assist in development, improvement and maintenance of imaging, deployment solution.
• Investigated new technologies, software, patches, and security packages, which will improve system performance and systems administration procedures.
• Resolved complex technical issues that arose on client computer using troubleshooting
• Managed assets inventory
• Deployed Windows workstation patches.
• Managed deployment of Service Pack 1 for Windows 7 to all physical and VDI machines to stay in compliance with software patching.
• Deployed multiple Cumulative Updates and a Service pack update to Configuration Manager to stay current with latest Microsoft releases.
• Collaborated with application owners and business relation managers to gather requirements for application deployments.

Senior Help Desk Technician Lv2

Confidential, Washington DC

Responsibilities:

• Experienced with diverse help desk roles
• Highly skilled in responding to tickets tracking, and following up to telephone, emails and end user requests for support
• Track record of working with end users and providing Tier 1 & 2 support.
• Provide technical support to customers via telephone, email and through tickets.
• Analyze and troubleshoot software and hardware issues.
• Help customers identify and resolve issues pertaining to network configuration, web browser configuration and domain registration.
• Sent tickets to appropriate departments utilizing ticket tracking system
• Solved minor workstation-related issues
• Phone and remote assistance technical support for a variety of issues
• Windows XP, Windows 7, Windows 8
• Networking
• Application support
• Verify with the customer that the issue has been resolved and update the ticketing system.
• Performs other duties or special projects as assigned.
• Experience using Remote Desktop or a related remote desktop control application to resolve issues on first contact.
• Ability to acquire and maintain a working knowledge of a wide range of applications and systems.
• Extensive knowledge of Windows operating systems, Networking, Internet Explorer, MS Office products, Active Directory, Exchange and Anti-virus software.
• Excellent technical skills with the ability to troubleshoot and resolve PC & Laptop issues relating to hardware, software, security, and network.
• Ability to work independently and effectively as part of a team.
• Excellent customer service skills with the ability to communicate clearly with technical and non-technical users.

Application Support Specialist

Confidential, Largo MD

Responsibilities:

• Web based technologies - XML, HTML and JavaScript
• Strong analytical thinking, problem solving, creativity
• Interpersonal skills and team-work ability
• Create custom training manuals and quick reference guides
• Time-management and timeline prediction
• Made effective and much appreciated suggestions for changes in the system applications, and gave expert advice as to proper operation.
• Responsible for ensuring customer satisfaction by handling questions related to various systems via e-mail.
• Resolved customer email requests for assistance
• Arranged resolution of customer support issues that can't be resolved by first line support.
• Ensured all customer communications are professional, accurate, and timely.
• Resolved requests related to account issues, and some technical assistance.
• Used support applications (Remedy) for recording and tracking problem.

Tier 2 Desktop Support

Confidential, Washington DC

Responsibilities:

• Install software, modify and repair hardware and resolve technical issues
• Provide base level IT support to non-technical personnel within the business
• Display courtesy and strong interpersonal skills with all customer interactions
• Develop quick reference guides to assist end-users with challenging software application features
• Create and manage new user accounts on Windows Server 2003/2008/2008 R2
• Manage Windows XP Professional, Windows Vista Business Windows 7 workstations
• Ensure that Remedy tickets are resolved and completed to the client’s satisfaction
• Active Directory - Account creation, Password resets, Group policies
• Develop client SharePoint Foundation 2010 sites and provide support as needed
• Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system
• Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging, fax and desk side
• Provide initial trouble shooting of problems including root cause analysis for desktop, laptop and printers (local/network)
• Perform administrative tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines
• Create and manage Network accounts to include granting access to secured file shares
• Manage bench IT inventory for Confidential
• Provide configuration and SharePoint administration support for Confidential
• Coordinate and support VTC/Audio conferences
• Provide training and support to Confidential students and personal hardware, applications, and web base applications
• Provide level 2 end-user technical support for Windows 7, Microsoft Office, Network connection
• Update ticketing system to reflect work in progress or completed