SUMMARY:

• Enthusiastic Help Desk professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills.
• Skilled at rapport with diverse individuals while handling complex technical issues.
• Vast knowledge of web applications, software, and framework.

PROFESSIONAL EXPERIENCE:

Confidential, Alexandria, VA

IT Support Administrator

Responsibilities:

• Provides technical support as required in data management, document control, computer support, project control, and other related areas
• Work with BMC Remedy System 9.1 for Joint Service Provider to support a customer base of 19,000 DoD personnel.
• Tier II service encompasses receiving phone calls, emails, chat, instant messaging, texts
• Documenting and triaging the request; solving or escalating the request
• Tracking request status and providing routine progress updates to the customer; and following up with the customer on the resolution of ticket for completeness/quality and satisfaction.
• Troubleshoots and supports Windows operating systems, advanced MS Office product issues, SIPR, NIPR and other IT issues
• Provides customers with network technical support.
• Instructs customers and support staff in use of equipment and software

Confidential, Annapolis, MD

Desktop Support Specialist

Responsibilities:

• Provide IT Support to end users through SolarWinds ticketing system.
• Worked with Network Security team to ensure proper SCCM ports where implemented.
• Assist in analyzing and applying patches, service packs, and infrastructure updates
• Support 10+ groups that encompass 1500 + desktop computers
• Create, change, and delete user accounts per request
• Troubleshoot technical issues and verify backups of data
• Download software such as putty, wireshark and packet sniffer.
• Configuring issues within outlook office 365
• Ghost imaging new client computers with approved images
• Enter PCs into Active Directory after Updating windows, java, and Mcafee
• Configuring printers to new work stations
• Join computers to the domain and run group policy update
• Clean and Test/Load computers with application failure
• DERMO old PCs and laptops and remove RAM and hard drive
• Test and erase hard drives on Image Master Machine
• Test RAM on RAM Test Machine and destroy if it fails
• Open and close tickets using SolarWinds ticketing system
• Monitor the system daily and respond immediately to security or usability concerns
• Monitor, log and track all phases of Help Desk support
• Perform hardware/software installations, upgrades, repairs, and maintenance
• Excel in asking probing questions and researching, analyzing problems

Confidential, Beltsville, MD

Jr. Helpdesk Support

Responsibilities:

• Experience with Siebel ticketing systems
• Support users with various complex software or hardware issues, including identifying, researching, isolating and resolving IT problems.
• Tested and configured systems to ensure network connectivity.
• Answer incoming calls requesting information technology (IT) service, and evaluating and prioritizing calls.
• Forward calls of the most complex nature to the appropriate technical, professional or service personnel for service, repair, training or follow - up.
• Utilize problem management database and/or help desk system to identify recurring problems to assist in problem isolation and prevention.
• Escalate service questions to appropriate client representatives
• Document all issues and generate reports detailing common problems and error trends
• Consistently exceeded expectations for customer satisfaction and call volume
• Investigated reported issues and walked customers through scripted service protocol to rule out numerous problems
• Displayed exceptional people skills and maintain calm demeanor during every phone call
• Excellent team player with problem resolution abilities with excellent communication skills and interpersonal skills
• Researched clients issues to resolve complaints promptly
• Handle security, password reset and access rights.
• Manage inventory and ordered office supplies
• Notify users of new software versions releases and coordinates testing changes.
• WAN/LAN configuration, TCP/IP,
• Firewall, Routers, Switches, Virtual Private Network, Active Directory
• Win XP, Win Vista, Win 7, Win 8 and UNIX workstation

Confidential Fredericksburg, VA

Jr. IT Technician

Responsibilities:

• Computer hardware: SCSI, IDE,SATA, interface cards, hard drives, heat sinks, and internal fans
• Microsoft office applications
• Handle security and password reset
• Setting up computers and projectors in conference rooms for presentations
• Excellent team player with problem resolution abilities with excellent communication skills and interpersonal skills
• Antivirus, security software and Active Directory
• VPN configuration and end user support
• Attention to detail and precision, solid work ethics and reliability
• Familiar with WAN, LAN,TCP/IP, upgrades, VOIP & PBX phone systems
• Tested and configured systems to ensure network connectivity

Confidential, Washington, DC

Student

Responsibilities:

• Consistent professional performance, both on the phone and in person
• Microsoft office applications
• Microsoft Windows Operating Systems
• Image and configure MACS and PCs
• Familiarity navigating VOIP phone system
• Hands on of dismantling and rebuilding PCs and laptops such as HP Dell, MAC
• Hardware: heat sink, CPUs, internal fans, IDE cable, hard drive, motherboard, NIC, RAM and power supply
• Business problem solving, Business communication, Customer service, Key boarding skills