SUMMARY:

• Obtain a challenging position as a Help Desk/Desktop Support/System Admin professional to utilize my skills in server and desktop environment.
• Experience with Web application support and service desk.
• Experience with customer service and PC troubleshooting.
• Working knowledge of various operations systems, (XP, Vista, 7, 8, 10, OSX)
• Experience In Microsoft Office Suites (2007, 2010, 2013, 2016)
• Monitor and respond quickly and effectively to requests received through the IT helpdesk application.
• Experience with customer service and PC troubleshooting.
• Installation of desktops, laptops, printers, scanners in domain environment.
• Imaging multiple computers with Symantec Ghost and over network.
• Imaging for Dell, IBM Lenovo and HP desktop and laptops.
• Racking of servers and cable management.
• Racking of Cisco switches in server environment
• Experience with OS Imaging and OS deployment skills.
• Installation of VOIP phones and testing.
• Experience support for audio - visual systems including setup and repair of Lync/Skype etc.
• Experience in telephone support to users via remote assistance tool.
• Participated in WebEx with milestone tech.
• Participated in testing and debugging forms and reports
• Uninstalled and installed images on Desktops and Laptops
• Customized Windows in desktop environment.
• Experience with USMT, MDT and bit locker.
• Experience with TCP/IP, DHCP, DNS.
• Experience with Microsoft SCCM and Cisco VPN.
• Experience support mobile devices like black berry, iPhones, iPad, Cisco VTS.
• Experience with supporting a helpdesk functions
• Experience with supporting a desktop environment, managing troubleshooting printers
• Knowledge of troubleshooting Microsoft Windows and iMacs.
• Knowledge of users account management using Active Directory
• Knowledge of general hardware and software support
• Experience with inventory management
• Knowledge of Service Now helpdesk application
• Possession of excellent customer service skills
• Possession of excellent oral and written communication skills

COMPUTER SKILLS:

Languages used: FORTRAN

Operating System: Windows 10, Windows 8.1, Windows 7, Windows XP, IMac 9.3

Office Automation: Microsoft Office, Spread Sheets, Presentation GraphicsSoftware Excel, Access, Microsoft Word, Remedy, Service now, Norton

WORK EXPERIENCE:

Confidential, Washington, DC

Desktop Engineer

Responsibilities:

• Migrated Windows7 machines to Windows10.
• Imaged machines through SCCM server.
• Installed bit locker, upgraded bios of Lenovo laptop and desktops.
• Prepared disposal sheets in Excel for report.
• Worked on PCIM for computer inventory.
• Worked on Disposal database and created disposal docket.
• Prepared disposal inventory reports for desktops, laptops, towers and docks.

Confidential, Falls Church, VA

Desktop Engineer/Service Desk

Responsibilities:

• Working with Confidential Health Systems in Virginia as desktop engineer since October 2015.
• Migrated Windows XP machines to Windows7 and Windows 10 for certain users.
• Imaged machines through LANDesk server. Managed applications on Citrix server.
• Managed users and computer accounts on active directory in various groups.
• Worked on web (client server) applications like LANDesk, Service Now for supporting users.
• Supported customers for service now application.
• Troubleshooted PC’s. Installed HP MFP and Zebra label printers.

Confidential, Washington, DC

Installation Technician/Desktop Engineer

Responsibilities:

• Worked with General Dynamics install/support team in Washington DC at Confidential .
• Installed computers, laptops, printers, scanners etc.
• Worked with active directory and installed various computers.
• Worked on HP service manager for clients and office 2010.
• Worked as a Windows install technician.
• Installed new PCs, iMacs mobile devices like black berry, iPhones and iPads etc.
• Installed soft tokens for users.
• Worked on Canon Multi-function, HP laser, Lexmark dot matrix and Zebra label printers.

Confidential, Bethesda, MD

Help Desk Support/Service Desk

Responsibilities:

• Worked as a Windows migration Tech. for National Institute of Health.
• Migrated over 250 desktops and laptops from Windows 7 to 10 and Mac computers.
• Installed new PC and iMac.
• Imaged the system through dell software and bounded to server, run the updates etc.
• Installed and configured VPN for users.
• Installed and configured network printers and local printers to the users.
• Checked operation capabilities; access to the internet/intranet, and e-mail.
• Transferred outlook data.
• Supported web application Service now for user support.

Confidential, Silver Spring, MD

Desktop Technician

Responsibilities:

• Worked as desktop technician at Confidential .
• Assisted in racking of servers, power supplies, switches, patch cables, Ethernet cables etc.
• Installed printers.
• Fixed windows software, outlook problems, network problems etc.
• Troubleshooted PC’s.

Confidential, Rockville, MD

PC Deployment Technician

Responsibilities:

• Worked as a computer refresh technician with Food and Drug Administration.
• Refreshed over 1000 laptops and desktops from Windows XP to Windows7.
• Installed new software.
• Installed network and local printers.
• Installed and configured outlook files. Move data for users.
• Worked on HPSM ticketing system for closing the tickets.
• Worked on Microsoft SCCM for imaging the laptops and desktops and also for installation of various applications.

Confidential

Project Deployment Tech

Responsibilities:

• Repaired and upgraded laptops including set up LAN network system Wi-Fi systems etc. for vendors.
• Configured software and operating systems. Installed printers, scanner devices etc.
• Fixed laptops and replaced hard drives, keyboards mouse VGA Cards, RAM, Mother Boards, Power Supplies, etc.