PROFESSIONAL SUMMARY:

• Result Oriented IT Professional with proven experience in hands - on skills, technical support, higher level of customer service, ability to troubleshoot top level problems with PC and Laptop.
• Analyze technical problem, emerge with immediate resolution, and to properly generate a progress report.
• To pursue a permanent or contract position as a desktop or help desk support analyst to further develop my IT technical skills within the field.
• Strong communication skills with a desire to learn and apply new ideas in the field of IT
• Highly astute, energetic, and team spirited with strong work ethics.
• Able to fulfill numerous roles and a drive to exceed expectations
• Experienced in building, troubleshooting, supporting personal computers and networking
• Multi-platform Support
• Keep excellent Client Relations
• Able to meet all SLA Service Level Agreement.
• Work well with Team members with various personalities.

TECHNICAL SKILLS:

• Provide resolution to network, printers, hard drives, memory cards, USB products, and wireless issues.
• MS Window, 2007 and Windows 10.
• MS Office suite (MS Word, Excel, Access and Outlook .
• Experience with Help Desk Authority Remedy ticketing system
• Experienced with Active Directory
• Hardware/Software Troubleshooting
• Excellent Customer Service Skills
• Messenger between Technical and End User Support
• 65 WPM.
• Windows, configuration, VPN connection and troubleshooting.
• Capable of troubleshooting Network issues.
• Excellent written and oral communication skills in Technical and fields
• Dell, Compaq, Toshiba and Hp Desktop and Laptop systems. Xerox printers, scanners, DeskJet printers, CPUs, Monitors, Memory, PDAs, (Palm and others) Blackberry, and USB Hubs.
• Mobile Device Management activation with MAS 360 and AirWatch .
• Hard Disk Encryption through BitLocker .

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Desktop support

Responsibilities:

• Have ability to maintained good relationship with end users and co-workers.
• Supported end-users via phone, email and onsite regarding technical issue.
• Performed both hardware and software installations for Dell products while doing major PC rollout.
• Providing desktop/laptop and applications support on Windows 7 and windows 10, Dell and Confidential PC's for hardware/software problem resolution including network connectivity, ghost software imaging application installation and configuration for end users.
• Supporting 20 calls a day to all computers related issues as well as software and hardware related problems for approximately 150 users.
• MS office suite 2010, 2007.
• Received and recorded client calls into Help Desk Authority.
• Monitored the Help Desk Ticketing System HDA as part of our SLA and metrics system.
• Supported Microsoft Office , Norton and plant-specific applications Analyze and resolve connectivity issues - LAN, VPN, and Wireless.
• Trouble shooting any virus with Norton Antivirus.
• Supported users with troubleshooting MS Outlook, enable items, retreated corrupted PST folders, email account, calendar appointments.
• Strong knowledge with Active Directory creating Network ID and Password, authorize users with different network drives and folders.
• Remotely resolve client issues using team viewer.
• Assisted clients with setting up meetings and organized gotomeetings sessions.
• Helped with troubleshooting docking stations and hard wares within the company policies.
• Established recycle system for all hard ware’s through asset management.
• Installing all Mobile devices through MAS 360 .
• Troubleshooting printers for end users and high-end customers.
• Prepared laptops for end users who are traveling for meetings and interviews.
• Trained users’ applications such as Excel, Word, and Power Point.
• Dealt with Virus incidents with clients and high-end users.
• Helped users in outlook creating PST folders, signatures, customize folders.
• Used various resources within the company to solve any technical problems.
• Resolved Network mapping issues for internal and external users.
• Give orientation to new user who joined the company
• Remapping any network drive or printers for end users.
• Replaced any broken or damaged Hardware.
• Performed software installations, maintenance and troubleshooting.
• Tracked and managed all software and hardware within the company.
• Supported backup batteries for all work stations and replaced the cells.
• Supported users troubleshooting and repairing network connectivity, network access connectivity issues.
• Assisted users with apple/android, resetting password and synchronize outlook.

Confidential, Falls - Church, VA

Geek Squad Technician

Responsibilities:

• Reach above set goals every month, maintain the store, ordering computer parts, make schedules for employees, and handle all customer complaints, assuring customer satisfaction.
• Repair pc’s and phones, such as Dell, Lenovo, Blackberry, IPhone, Window, HTC, Samsung devices.
• Installed hardware and software’s for customers.
• Cleaned viruses from end users and reconfigured machines.
• Install setup and troubleshoot wireless network and hardware.
• Troubleshoot hardware and software application problems.
• Installed TV and AV equipments in customers home.
• Monitored and track all tickets within the system.
• Called customers to update the status of the job.
• Worked with team members to resolve difficult issues.
• Configuring any applications and software within organization.
• Performed desktop support to all the staff in person and by phone