SUMMARY:

• Confidential has extensive experience in the Help Desk field supporting both Novell and NT network systems.
• He is proficient in the application and troubleshooting of Microsoft Windows 7, 8 & 10 operating systems; competent in numerous trouble - ticket tracking databases such as Heat, McAfee Helpdesk, Magic Helpdesk, and Remedy; and competent with various anti virus detection software.
• Confidential is skilled in Novell administration, Lotus Notes R5 email account creation and configuration, and Microsoft Outlook 2007, 2010 & 2013.
• He also configures portable devices, i.e. laptop computers, and Palm, Blackberry, and desktop operating systems for LAN and RAS use.
• His focus is on providing exceptional customer service.

SPECIALTIES:

• Desktop Support/Troubleshooting
• Network Configurations
• Software Installations/Upgrades/Configurations
• Hardware Installations/Upgrades

HARDWARE AND SOFTWARE SKILLS:

Microsoft Windows 95/98/NT/200/XP/Vista/7, Microsoft Office 97/2000/2003/2007 , Novell, Remedy, Heat, Magic Helpdesk, McAfee Help Desk, Confidential, Internet Explorer, Norton Antivirus, McAfee Antivirus, Ghost, Image Cast

EXPERIENCE:

Confidential, Washington, DC

Responsibilities:

• Service Desk Specialist, responsible for troubleshooting, upgrading and installing of various software via remote control though SCCM.
• Also responsible for maintaining user accounts in Active Directory and logging and tracking trouble tickets in Remedy Force.
• Configuring, setting up and troubleshooting various Blackberry devices is also one of my duties.
• Assistng customers with accessing the VPN and Citrix with their personal computers as well as their Government issued computers.
• Answering and assisting customer calls in a professional manner while providing excellent customer service.

Confidential, Washington, DC

Sr. Service Desk Specialist

Responsibilities:

• Responsible for troubleshooting, upgrading and installing of various software via remote control though SCCM.
• Also responsible for maintaining user accounts in Active Directory and logging and tracking trouble tickets in Remedy Force.
• Configuring, setting up and troubleshooting various Blackberry devices is also one of my duties.
• Assistng customers with accessing the VPN and Citrix with their personal computers as well as their Government issued computers.
• Answering and assisting customer calls in a professional manner while providing excellent customer service.

Confidential, Washington, DC

Responsibilities:

• Responsible for troubleshooting and repairing computer hardware and software issues, upgrading software, installing new images with Ghost image Confidential ’s, and configuring TCP/IP on printers as well as desktop pc’s and laptops.
• Also responsible for assisting customer’s over the phone, creating and tracking service tickets via Remedy Console, and inventory of assets and keeping track of assets in Remedy.

Confidential, Washington, DC

Help Desk Support Technician

Responsibilities:

• Responsible for troubleshooting and repairing computer hardware and software issues, upgrading software, installing new images with Ghost image Confidential ’s, and configuring TCP/IP on printers as well as desktop pc’s and laptops.
• Also responsible for assisting customer’s over the phone, creating and tracking service tickets via Remedy Console, and creating and maintaining user accounts via Novell Console One.

Confidential, Arlington, VA

Support Analyst

Responsibilities:

• Responsible for supporting banking institutions that are Confidential insured.
• Manage customer accounts in which they can access their quarterly assessments, special alerts, applying for a new branch office, and ordering Confidential logos and supplies.
• Assist new customer’s to get accounts setup, as well as assist existing customers that are having trouble with the site (logins, password resets).
• Monitoring several email boxes in Microsoft Outlook, and CTM ticket on a web database system in which tickets can be created by customers as well as the Confidential analysts.
• Access Security Technician, Confidential .
• Responsible for processing requests from Confidential employees and Contractors for mainframe applications, NT groups and other non mainframe applications.
• Managed requests though AASA database and processed the request by way of Remedy, and Confidential mainframe databases.
• Monitored and processed email requests and confirmed authorizations through CHRIS web database and Microsoft Outlook.
• Also responsible for answering telephone calls and communicating with customers though email.

Confidential, Washington, DC

Help Desk Support Technician

Responsibilities:

• Provided information systems analysis, software/hardware support for military & civilian customers.
• Responsible for installations and upgrades of hardware peripherals to include Palm, Blackberry and various software applications.
• Also responsible for imaging laptops & desktop PCs with Windows NT/2000 operating systems, and configuring Microsoft Outlook 2000 to the customer’s specific needs.
• Responsible for tracking and updating trouble tickets by utilizing Remedy Help Desk database, and scheduling to meet with customers to resolve their technical problems.

Confidential, Rosslyn, VA

Help Desk Support Technician

Responsibilities:

• Provided information systems analysis, software/hardware support for military & civilian customers.
• Responsible for installations and upgrades of hardware peripherals and various software applications.
• Imaging laptops & desktop PCs with Windows NT/2000 operating systems by utilizing Ghost and Image Cast software, configuring Microsoft Outlook 2000 to the customer’s specific needs.
• Responsible for tracking and updating trouble tickets by utilizing Remedy Help Desk database, and scheduling to meet with customers to resolve their technical problems

Confidential, Lanham, MD

Systems Administrator

Responsibilities:

• Provided information systems analysis and hardware support for end users with various operating systems, i.e. Windows 95/98/2000/NT and multiple software and installation support such as Microsoft Office 97/200, Internet Explorer, Netscape, Norton/McAfee anti-virus software and Lotus Notes R5 email database.
• Responsible for routing and tracking trouble tickets in McAfee Helpdesk & Magic Helpdesk databases, and the configuration of desktop PCs, laptops, Palm & Blackberry handheld devices.

Confidential, Patuxent River, MD

Systems Support Engineer

Responsibilities:

• Provided network, hardware/software support for Novell and Windows NT networks.
• Responsible for setting up and configuring new PCs (Dell, Gateway and Compaq), software upgrades and installs, and solving hardware and software issues.

Confidential, Fairfax, VA

Field Engineer

Responsibilities:

• Specialized in the repair, maintenance and installations of various point of sale terminals, PCs and printers to include: Micro Touch, TEC, Star, Epson, Okidata, and NCR systems. Received on the job training for the making, repairing and testing of communications cables (DB-9, DB-25, RJ-11 and RJ-45).