SUMMARY:

• As a graduate from Confidential with a Bachelors of Science in Information Systems, I have successfully worked in the information technology field for over 4 years.
• Currently pursuing certifications, I am seeking to advance my skills with a position that would utilize my technical skills while allowing me the opportunity for professional growth.

TECHNICAL SKILLS:

Troubleshooting: Desktop, Laptop, Mobile Devices, Printers, Hardware

Basic Programming: Java, C++, HTML, Visual Basic 2012, Python, SQL, SAP Business Objects

Database Applications: Microsoft Access, iMis.

Server: Microsoft Windows Server (2003, 2003 R2, 2008, 2008 R2, 2012, 2012 R2)

Ticketing Systems: Service Now, Remedy, AutoTask, Service Request Manager, Navigator, Remedy, JIRA

Operating Systems: Microsoft Windows (2000, XP, Vista, 7, 8, 8.1, 10), Linux, Unix, Apple iOS.

Desktop Software: Microsoft Office (2007, 2010, 2013), Corel 7 Suite, Internet Browsers

Hardware: RAM installation, Battery Replacement Desktop and Printer Troubleshooting

Remote Desktop: Microsoft RDP, TeamViewer, Chrome Remote Desktop, SCCM

Imaging: Ghost, SCCM

Virtualization: VMware, HYPER - V

Packet Analyzer: Wireshark

Certification: Near completion of ComTia Network+

Security Clearance: Non Sensitive Public Trust

PROFESSIONAL EXPERIENCE:

Desktop Engineering/ Technician

Confidential, Bethesda, MD

Responsibilities:

• Resolved tier 1 and tier 2 troubleshooting ticket requests for 500+ users of the National Cancer Institute branch of NIH
• Performed ticket que management to ensure SLA deadlines and customer satisfaction
• Shadowed senior engineers to assist with Tier 3 ticket escalations
• Imaged new workstations to deploy for incoming employees
• Setup desktops, laptops, monitors and phones for organization employees
• Installed and registered Cisco model 9971 and 8865 PoE phones for National Cancer Institute staff in different project phases.
• Performed troubleshooting for non-working phones and verified functionality of equipment
• Installed equipment needed for conference room lectures
• Collected network information for team lead prior to Unified Communication Projects
• Served as a teaching assistant in employee training on Cisco Phones and VoIP lectures

Information Technology Specialist

Confidential, Columbia, MD

Responsibilities:

• Provided external information technology Support for 400+ users from 10+ contracted organization
• Responded to high level support calls via remote session and in- person for client windows and mac desktop, laptop, and mobile device troubleshooting
• Managed ticket que to ensure service requests were completed efficiently
• Performed imaging of computers using SCCM/ Ghost Imaging
• Setup network hardware/workstations onsite upon client request
• Coordinated with vendors to resolve client internet service and phone issues
• Performed virus/malware removal and completed tune ups for workstations not functioning properly
• Ensured successful data backup for client servers
• Updated necessary software for clients to perform daily functions
• Performed tier 1 hardware repairs on workstations and devices needed
• Labeled networking cables and equipment for proper disposal

Technical Solution Analyst

Confidential, Kansas City, MO

Responsibilities:

• Provided Electronic Medical Record troubleshooting to 200 + hospitals worldwide using SAP Business Objects tool
• Managed and prioritize ticket que for client tier requests
• Created and designed query reports Web Intelligence for clients
• Assisted in migrations for client projects
• Managed and cycle client servers to ensure proper data management
• Responded to clients inquiries regarding SAP Business Objects
• Provided 24/7 on call assistance to clients for technical emergencies

Information Technology Specialist

Confidential, Washington, DC

Responsibilities:

• Responded to help desk calls to troubleshoot windows/mac desktops, laptops, and printers for company employees
• Monitored and organized network cables for IT support use
• Installed and set up new desktops and laptops for company employees
• Installed software for new computers and educated new staff on the technical functions
• Worked with telephone service providers and requested necessary changes for employees
• Installed printers throughout company offices
• Assisted the information technology staff in supporting the server, data storage, and/or data and voice network areas
• Prepared invoices for money spent throughout the Information Technology department

Computer Service Manager

Confidential, Columbia, MD

Responsibilities:

• Worked with Confidential developers to edit the company website and resolve any problems that were occurring
• Diagnosed windows/mac operating system issues
• Provided time and price estimates for customers on the company website
• Updated inventory levels and pricing information on the company website to prevent customers from being misguided
• Connected repaired desktops to monitors in order to ensure customer satisfaction with repairs
• Installed a custom router in the business for customer use
• Connected repaired laptops to the Internet to ensure repairs were done properly
• Managed intake of broken electronics and set up repair times
• Managed delivery drop offs and informed customers of repair time estimates