SUMMARY:

• Graduate with 5+ years of IT experience and 6+ years of administrative experience.
• My goal is to enhance my professional skills in a dynamic positive atmosphere while learning and implementing new technologies while achieving the company’s goals.
• Ability to identify and resolve problems in software functionality and installation
• Microsoft word, access, PowerPoint, outlook, SharePoint, and excel skills
• Basic experience with programming languages such as Java and C++
• 4+ years of Data Entry skills
• Typing speed 60WPM
• 5+ years of Customer service skills
• 2+ years of Technical Writing skills
• Extensive strong troubleshooting skills
• 5+ years Active Directory skills
• Document Analyst skills
• 6+ years Administrative experience
• Extensive technical knowledge of Apple iOS (Tablets and iPhones)
• Understanding of IT support ticketing systems: Remedy, ServiceNow, and Service One
• Basic knowledge of Servers, Switches, and Routers
• Windows XP, Windows Server 2003, 2008, 2012,
• Ability to develop and research statistical data for data analysis and user support
• Strong written and verbal communication skills, problem analysis skills, and teamwork skills

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support Technician

Responsibilities:

• Identify, analyze, and resolve operating/hardware system problems
• Develop and conduct test to ensure systems meet the user’s requirements
• Provide Network System Administration including recovery and backup operations for user desktops and laptops in the office and remotely
• Assist users with Personal Identity Verification (PIV) Cards
• Format and image old company laptops during laptop migration
• IPhone and upgraded laptop deployments throughout NIH
• Demonstrate the ability to work in a team - oriented environment
• Run configuration, maintenance and troubleshooting of printer servers and Windows servers
• Unlock accounts and password resets with Active directory
• Troubleshoot WANs and LANs
• Maintain and update records of software licenses
• Demonstrate the ability to deliver IT services on time, demonstrate strong customer service skills, and achieve a high degree of end user satisfaction.
• Install and configure Windows XP, Office 365, Windows 7 and 10
• Maintain, install, replace or upgrade company software and hardware for staff as needed
• Perform IT task tracking and documentation in Service Now ticketing system
• Address HIGH incident/problems within 30-60 minutes of receipt and escalate or resolve within 24 hours
• Set up work stations, create network accounts, and access request for new and relocating IT staff

Confidential, RESTON, VA

HelpDesk Specialist

Responsibilities:

• Provide technical support to over 5,000 employees which include doctors, nurses, and other clients via phone, email, and video
• Work with Microsoft Windows servers (OS, Active Directory, Exchange)
• Run diagnostic programs to resolve technical problems
• Setup new email accounts for new users in Microsoft Outlook
• Coordinate with team members to resolve technical problems with Wide Area Networks and Local Area Networks.
• Remote access solution implementation
• Train and guide end-users to address technical deficiencies
• Execute basic test scripts and review results
• Perform regular system backups, windows updates, and disaster recovery monitoring/procedures
• Perform VPN, routers, and internet connectivity troubleshooting for remote users.
• Use Active Directory to update and create user profiles, submit and complete all company badge request, enable account resets, and account unlocks
• MOS deactivation, Password connect ID mapping, Outlook, Citrix and ADP troubleshooting
• Install, modify, and repair the necessary software for specific workstations
• Complete and close out 30+ eSars; Electronic System Access Request daily
• Maintain inventory of PCs, servers, software, printers, and licenses.
• Evaluate user desktop performance using software monitoring tools
• Record, track, close out and document at least 50 tickets daily through ticketing system. Also, follow-up on all issue request and resolutions via skype for business, Outlook, or phone.

ENTRY LEVEL SYSTEM ADMINISTRATOR

Confidential

Responsibilities:

• Interact with network services, software engineers, and application development to restore and identify core problems
• Provide in-depth support and troubleshooting of the Windows 7 and 10 Operating System
• Demonstrate technical writing and presentation skills
• Demonstrate team collaboration skills in high intensity work environment
• Install, troubleshoot, and resolve hardware and software, website and VoIP systems
• Implement operating system enhancements to improve system performance
• Monitor helpdesk tier 1-3 dispatch and helpdesk support calls while managing workstations, servers, and network infrastructures
• Account setups and security administration
• Coordinate with other IT personnel for problem resolution if needed and ensure solutions meet business needs and requirements.
• Daily use of Active Directory to Unlock user accounts, set password resets, and add new users.
• Perform data entry for new users and data backups for company system laptops

Confidential

Help Desk Support

Responsibilities:

• Serve as a leader on the help desk team
• Conduct recruiting and training sessions for new students in the CS department
• Coordinate department meetings and conferences; Provide strategies to improve team performance
• Assist IT managers with project planning and documentation
• Complete work orders on installing equipment’s or company software
• Troubleshoot DNS as needed
• Provide second-tier support to users for PC, server and hardware issues
• Re-image, configure, and test computer equipment for new employees
• Generate reports from ticketing system and manage work station environment
• Troubleshoot basic network connectivity issues on computers, printers, and laptops
• Interact with software systems and network services to identify and correct core problems
• High problem-solving and communication skills utilized daily
• Respond promptly and professionally to all follow up calls and emails daily
• Verify and handle all password resets for students and faculty

Confidential

Administrative Assistant

Responsibilities:

• Provide administrative support to staff members and patients
• Handle all office duties including faxing, scanning and creating documents for company records
• Provide user support and maintenance for desktop computer systems
• Schedule appointments for administrators and nursing directors
• Demonstrate flexibility, problem solving, multitasking, and patience
• Provide support on a variety of computer software and hardware issues by researching, identifying, and resolving technical problems
• Assist business managers with accounts payable and business records
• Perform data entry for 150 patients and all new admissions.
• Coordinate the repair and maintenance of office supplies

Confidential

Admin Assistant & Entry Level Help Desk Support

Responsibilities:

• Provide office orientation for new employees, word processing and clerical support
• Scheduling appointments for advisors and maintain calendars in Microsoft
• MS Office 365 / SharePoint
• Provide remote and on-site support to over 500 students and employees
• Demonstrate the ability to diagnose and resolve basic technical issue
• Run daily tests on department computers and laptops to assure software is functioning properly
• Schedule and manage backups of all department files
• Troubleshoot and resolve hardware, application, and Wi-fi/LAN network connectivity issues through diagnostic techniques remotely and in person.
• Research ticket inquiries to identify issues, diagnose problems, and recommend solutions for users
• Utilized JavaScript and HTML to assist students and faculty in creating websites
• Oversee the daily performance of computer systems and perform minor software repairs