SUMMARY

• Skilled Help Desk Technician with extensive experience providing PC, client/server tech support for government, private industry, and nonprofit organizations. Adept at diagnosing, troubleshooting, and resolving client issues with hardware maintenance, application support and training, installations and upgrades. An articulate, flexible, and personable communicator with excellent skills in client and vendor relations.

TECHNICAL SKILLS

Hardware, architecture, repair, and troubleshooting of Laptops & Desktops, break fix of HP Laptops, assemble & disassemble of PC, Patch/Security Management - Windows Server 2003/2008 - Microsoft Exchange 2003/2007 - Snagit 9.0 Adobe Acrobat Professional - TCP/ IP Device Configuration - SharePoint Services 3.0: Windows XP/Vista/7 MS Office2003/2007/2010 - IE 7/IE8 - Google Chrome Firefox - Bomgar WebEx Corporate LogMeIn Remote Dim Dim Microsoft Office Communications Server 2007 Asterisk Voip Blackberry/Android/IPhone support Drupal Active Directory Google Apps Symantec Antivirus Skype Dropbox Servicenow Lync Cisco AnyConnect Airwatch Console Remedy Angel Windows Remote Desktop Connection SCCM- SCOM-OSD-Parature-Java-.net - ITIL/ITSM Concepts

PROFESSIONAL EXPERIENCE

Confidential

Technical Support Specialist, Washington, DC

Responsibilities:

• Implementing system-wide upgrades to Windows 10 v. 17
• Direct technical support and troubleshooting assistance to attorneys and staff
• Providing timely resolution to technology issues and requests

Confidential

Help Desk Specialist | Tysons Corner, VA

Responsibilities:

• Temporary assignments providing desktop support, customer support, customer service, technology management. Accomplishments included
• Reducing ticket backlog by 35%
• Leveraging SharePoint Ticketing System and ServiceNow to manage and resolve 20-30 remote technical requests
• Leading on-call deskside support

Confidential

External IT Consultant, Washington, DC

Responsibilities:

• Providing exceptional support for large-scale conferences and events
• Operating system upgrades for nearly 50 workstations
• Managing peripherals, inventory, and onsite technical support
• Testing software and hardware for functionality and routine maintenance

Confidential

External IT Consultant, Washington, DC

Responsibilities:

• Restoring comprised cloud data and records
• Managing multiple client organizations technical requests and data throughout the DC Metro Area
• Provided training on Skype for Business for client organizations

Confidential

Help Desk Technician, Glen Burnie, MD

Responsibilities:

• Short term 3-week assignment before and during the election serving in a Help Desk capacity.

Confidential

Help Desk Technician, Alexandria, VA

Responsibilities:

• Providing initial support and response to a variety of technical issues including rights, password resets,
• and account set-up
• Adhering to knowledge base and create reports documenting the contact and resolution
• Identifying, prioritizing, and escalating incidents and problems requiring urgent attention

Confidential

Help Desk Support, Tier 2, Washington, DC

Responsibilities:

• Installing, configuring, and upgrading hardware and software
• Responding to telephone, web, and email requests for assistance
• Troubleshooting and triaging IT issues
• Identify and resolve problems and helps to determine and implement solutions
• Documents, tracks, and monitors the problem to ensure a timely resolution
• Recommends systems solutions and/or modifications to reduce user problems

Confidential

Help Desk Specialist, Tier 1&2, Washington, DC

Responsibilities:

• Handling customer support requests and logically troubleshoot customer symptoms to arrive at the best resolution
• Diagnosing and resolving technical hardware and software issues
• Researched questions using available resources, answers complex technical questions in terms that end users can understand, and follow up for cases escalated to other support teams
• Followed the IT Service Desk Standard Operating Procedure (SOP)
• Logged all phone and web contacts
• Completely documented the contact and resolution
• Identified and escalate incidents and problems requiring urgent attention
• Escalated incidents and problems to the appropriate group

Confidential

IT Coordinator, Washington, DC

Responsibilities:

• Troubleshooting hardware and software
• Providing login and email user set-up and support
• Providing security access to network and shared data
• Technical setup for presentations, conferences and meetings
• Software installation
• Special project oversight and implementation regarding hard drive wiping, virtual storage, access and usage
• IT procurement: secured bids and quotes, and provided product vetting and recommendations
• Day-to-day IT operations including logs, reporting, moving workstations, and managing work plans

Confidential

IT Consultant, Washington, DC

Responsibilities:

• Provides support to end users including but not limited to:
• Maintaining distribution lists and equipment inventory
• Installation of workstations, fax machines and printers
• Troubleshooting and repairing desktops, laptops, and peripheral devices
• Organizations supported include Confidential and FHI 360

Confidential

IT Technician/Software Support, Lanham, MD

Responsibilities:

• Provides 1st level support and incident handling for remote access, e- mail, and other IT applications and support user requests related to new account creation and directory maintenance
• Reviews, maintains and perform upgrades to existing personal computer systems
• Investigates hardware and software problems and perform minor system hardware and communication connection repairs
• Performs desktop-based detection of viruses to counter/eliminate/control
• Determines user specifications for hardware and software and purchased hardware and software to meet user’s needs
• Assists with managing and maintaining hardware and software inventories
• Configures iPhones, Androids, or other personal digital assistant devices
• Assists with patch management of desktop operating systems