SUMMARY:

Help Desk Technician pursuing a position to expand and apply known skills

TECHNICAL SKILLS:

• Windows XP - Win 10/MAC Trouble shooting Break Fix Migration and Deployment
• Apple and Android Tablet/Phone repair
• Track, manage and close trouble tickets using Computer
• Associates Service Desk, Lotus Notes and Remedy
• Create or remove workstations to Active Directory and Remedy
• Data backup of existing OS and Applications
• Instillation of various software taken from user profiles such as Oracle, Harvest, TOAD and MSOffice 2010
• Reimaging/Renaming of workstations using network image, Symantic Ghost, NTI Backup Now
• Hardware/Software Installation and configuration
• Local and Networked Print Device Trouble Shooting
• Maintenance, ordering and replacement of printer Consumables
• Setting up and running VTC s, DCO s and Tele-Conferences
• Data Collection via System Reports
• Create/Configuration and troubleshoot
• MS Outlook according to specified parameters
• Trouble shooting and maintenance of VTC Tower Equipment
• Create, build, grant access and password reset to
• Citrix and it s applications for accounts using Citrix Active Directory
• Performed Full, Differential and Incremental backups of system

WORK EXPERIENCE:

Confidential, Washington, DC

Technical Systems Specialist

Responsibilities:

• Maintains system for a Managed Service Provider thru use of various software (AVG Cloud Care, Screen Connect, ConnectWise, OS33, OS33 Workplace, Active Directory and Labtech)
• Evaluates system potential by testing compatibility of new programs with existing programs
• Evaluates expansions or enhancements by studying work load and capacity of computer system
• Achieves computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action
• Confirms program objectives and specifications by testing new programs; comparing programs with established standards; making modifications
• Improves existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications
• Evaluates vendor - supplied software by studying user objectives; testing software compatibility with existing hardware and programs
• Places software into production by loading software into computer; entering necessary commands
• Perform system upgrade s from Win 7 to Win 10 and Downgrades from Win 10 to Win 7
• Maximizes use of hardware and software by training users; interpreting instructions; answering questions
• Prepares reference for users by writing Standard Operating Procedures
• Maintains historical records by documenting hardware and software changes and revisions.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies

Confidential, Washington, DC

Tech Support

Responsibilities:

• Maintain all office equipment includes imaging, upgrades from XP to Win 7/10 OS, software instillation
• Maintaining and Training of Confidential Staff\Board Members on use of Office 365 and One Drive
• Maintain Office 365 Account s to include creating of Email Accounts, Groups, Distribution list
• Maintain One Drive Account s Shared Group Folder s and their permission s

Confidential, Washington, DC

PC Technician

Responsibilities:

• Respond to tickets in Lotus Notes, Service Now and Remedy
• Create or remove workstations to Active Directory and Remedy
• Windows XP - Win 10 Trouble shooting, Break Fix, Migration and Deployment
• Perform Return to Inventory using Remedy, Lotus Notes and Active Directory
• Perform desktop and laptop imaging
• Install and configure hardware, software, and peripheral devices
• Perform troubleshooting to resolve hardware, software, and network related problems
• Add or remove Printer s to print server and maintain printers on server
• Typical break fix issues and Deskside Support on desktop/laptop

Confidential, Washington, DC

Help Desk Specialist

Responsibilities:

• Perform desktop and laptop imaging using Ghost 8.0 for migration to Windows 7
• Resolve problems in a 2,000 plus user Government environment, Windows 2003 AD Environmentrunning Windows 7 Enterprise Edition
• Install and configure hardware, software, and peripheral devices
• Perform troubleshooting to resolve hardware, software, and network related problems
• Unlock and change passwords, remove and add users into groups using Active Directory
• Set IP addresses on network printers as well as mapping to several servers shared drives
• Communicate with customers/management about work orders/resolution in a timely manner
• Track, manage and close trouble tickets using Computer Associates Service Desk
• Set up e - mail accounts and add folders and group e-mail to accounts
• Perform Queries using SQL from Oracle Database

Confidential, Washington, DC

Computer Repair Technician

Responsibilities:

• Ensure the repair of the computer s hardware and software systems.
• Suggest possible fixes and ensure those fixes have been configured properly
• Upgrading of System OS and other Pre - Installed Applications
• Removing viruses, spyware or Trojans that compromising the computer s performance and security
• Replacing defective parts

Confidential, Germantown, MD

Junior Data Analyst

Responsibilities:

• Wrote Confidential 's using Visual Basics and Table Queries using SQL from Oracle Data Base
• Performed Queries for data in Oracle Data Base for use in Excel Template
• Created Modules for various Form Control Buttons in Visual Basics for use in Excel Template
• Created Pivot Tables and Chart's for use in Data Collection
• Performed Quality Assurance for Confidential License Plate Recognition ( Confidential )
• Assisted with Camera Engine Training for EZ - Pass using Confidential License Plate Recognition Technology
• Assisted with creation of Template's for Image Review and Vehicle Classification for Confidential Technology