OBJECTIVE:

To successfully apply my diverse base of knowledge, skills, and abilities in the area of information technology within a progressive organization that will utilize them. With over 15 years of experience in the field on Information technology I have above average technical as well as customer service skills. Communicate ideas effectively..

SUMMARY:

• Highly experienced Computer Support Technician with hardware and software support skills
• Displays effective work ethic and attention to detail
• Delivers strong oral, written, and interpersonal forms of communication
• Self - motivated leader with a positive attitude to exceed goals unsupervised and in a team oriented environment

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Technician

Responsibilities:

• Provides support to end users for computer, applications, system, device, access, and hardware issues.
• Identifies research and resolve the more complex issues.
• Assists with the administration of the Exchange Email Servers and Client Installations, including smart phones.
• Performs system administrative duties; installs new operating systems, PTF's and application system software

Independent IT Consultant

Confidential

Responsibilities:

• Provided solutions in networking, maintenance, programming, and computer system sales
• Suggested and managed customized client software packages
• Assembled and designed custom tailored Windows based desktop systems for individual clients

Independent IT Consultant

Confidential

Responsibilities:

• Performed diagnostic testing on PC equipment and ensured printers were up and running at all times.
• Resolved Windows and Internet Explorer issues on desktop and laptop.

Confidential

Computer Support Technician

Responsibilities:

• Installed and performed minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
• Conferred with staff, users, and management to determine requirements for new systems or modifications.
• Read technical manuals, conferred with users, and conducted computer diagnostics to determine nature of problems and provide technical assistance via Confidential Service Anywhere.
• Developed and documents training materials and procedures
• Prepared evaluations of software and hardware, and submitted recommendations to management for review.
• Maintained records of daily data communication transactions, problems and remedial actions taken, and installation activities.

Confidential

XOSC Help Desk Technician

Responsibilities:

• Provided support for all Information Technology products and services which included answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy
• Performed research and in-depth troubleshooting to resolve technical issues often consulting with full-time staff when necessary
• Records required customer and problem information in the HEAT Call Ticket System. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job
• Verified that suggested solutions effectively resolved the users' problems through verbal or email follow up.
• Provides primary support for creating, enabling, disabling, or removing system user accounts for the purpose of maintaining district network security and verifying specific levels of access for all staff.

Confidential, Washington, D.C.

Senior User Support Technician

Responsibilities:

• Mentored Junior Support Technicians, providing oversight of their work.
• Tested and evaluated new applications and operating systems.
• Developed and documented solutions to technical problems.
• Collaborated with the Manager of PC Support in determining user needs for advanced network applications.
• Provided full “front office” technical support for the life cycle of end-user computer hardware/software, and peripherals for over 2000 faculty, staff and students.
• Supported planning, setup, maintenance, upgrades, repair, and replacement of all University related desktop and laptop computers.
• Responsible for the migration all University related computers from Windows XP to Windows 7 using Ghost and Altiris software with all related data backups and email storage.
• Assisted with migration of University related phones from analog to Cisco digital phones
• Supported all University related printers network multi-function and personal.
• Assisted the end-user community in meeting their academic and professional goals with technology.
• Coordinated with other user support technicians to troubleshoot and resolve PC issues.
• Installed, configured, and maintained the functionality of company desktop systems, together with peripheral appendages and software.
• Kept in constant touch with vendors to resolve problems as quickly and efficiently as possible.
• Provided computer system support for faculty, staff and students.
• Ran regular checks, tests, and tracking procedures to prevent or identify problems.
• Installed or advised installation of upgrades to prevent malfunctioning
• Support as necessary on a 24-7 basis to limit down time during outages internal or external and peak enrollment.

Confidential, Alexandria, VA

Senior Systems Technician

Responsibilities:

• Responsible for new and existing laptop’s, PC’s and printer maintenance.
• Directed the migration from WIN 95/98/2000 to XP.
• Resolved incurring issues on WIN 2000 and XP applications, maintain operation of desktop hardware and software issues.
• Created all new employee email accounts and network accounts using UNIX (HPv2.64) and Novell Network Administrator.
• Performed regular printer upkeep thru installation of Confidential maintenance kits.
• Responsible for all help desk inquiries, user support and troubleshooting using Heat logging system.
• Setup new and existing network data punches.
• April 2018 CompTia Network+ Certification
• Multimedia Imaging Devices, Spread Sheets Internet, Web Browsers
• Hardware, PC Peripherals, PC Storage & Backup Devices, All Printers ( Confidential, Confidential, Confidential etc..).