SUMMARY:

• A highly organized individual with 5+ years of IT professional experience in installing new software, configuring, maintaining and diagnosing performance and resolving complex technical issues in Windows based environment to obtain a position as an IT Specialist to utilize my strong background and make a positive contribution to an organization.
• Over 5 years of experiences in system installation, configuration, updates and technical end - users support.
• Hands on experiences in installing, maintaining and upgrading software/hardware products that enforce IT security including anti-virus, SPAM and URL filtering, patch management, network access control and personal firewall.
• Expertise in using Firm Based Ticketing System as well as QPS-Call Tracking System (Company base), BMC Remedy Incident Management, FootPrints Incident Tracking Systems for communication with users and document appropriate resolution.
• Detail knowledge of Active Directory, MS Exchange server and Office365 to create/purge user accounts, unlock account, reset password and provide user rights.
• Detail knowledge of all types of computer installations, configuration, troubleshooting including Outlook issues, virus issues, network connection issues, VPN and blue screen (BSOD) issues.
• Upgrade workstations, image machines and work on deployment move, add, change, de-installation and perform hardware break/fix and repair.
• Extensive experience in troubleshooting iOS and Android mobile devices using Mobile Device Management.
• Good knowledge of remote communication method including desktop support and VPN connectivity.
• Strong communication skills and be able to effectively present information and respond to questions either one-to one or to groups of end-users.
• Provide mentorship to new employees to make sure they understand the organization values and roles of the department to the firm users.
• Take leadership and supervised the IT Analyst team on different projects to overcome with an achievement on time.

TECHNICAL SKILLS:

SOFTWARE: Microsoft Windows XP Professional/7 Enterprise/Windows 10 (32 & 64-bit Platform OS), and Microsoft Server 2008r2/12, Mac OS, Microsoft Office Suite 2007/2010 & 2013 Professional, McAfee Endpoint Protection, Symantec Endpoint Protection, Windows Bitlocker, Symantec Ghost, Microsoft SCCM 2007/2012, BMC Remedy Incident Management, FootPrints Incident Tracking Systems and QPS Tracking System, Cisco VPN, Junos Pulse by Juniper Network, LogMeIn, TeamViewer, Citrix GoToMeeting, Microsoft WebEx, Microsoft SharePoint 2010, MaaS360, PhishMe.

HARDWARE: Lenovo, HP and Dell Laptops and Workstations, VoIP, Video & Sound Cards, LCD, RAM, Cisco Switches and Routers, Cat5 cables, Hard Drives & other portable devices, Optical Drives, Scanners, Multi Function Printers and Plotters.

PROFESSIONAL EXPERIENCE:

Confidential Washington, DC

System Support Analyst III

• Communicate and provide periodical updates to users to resolve any technical issue using QPS Call Tracking System.
• Provide functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktops, laptops, WLAN, LAN, and remote systems for over 350 uses
• Image and configure new and existing machine and ensure that each systems are configured with company standards.
• Provide full support for MS Office 2013 including creating outlook profile, mapping Outlook data file (.PST file and .OST file), archive emails, calendar appointments, out-of-office message, and email groups with rights for MS Outlook.
• Install and configure MaaS360 on IOS and Android devices for Active Sync email.
• Create and manage user account using Active Directory. Activate and manage user email account and Email Distribution List using Exchange 2010.
• Use GoToMeeting and TeamViewer to remote into the user’s system to troubleshoot any issue for Remote users
• Perform any upgrade or change of faulty hardware related parts for Lenovo machines.
• Maintain a monthly accurate inventory counts and update the management to make sure our department can always have equipments ready for the users as they need.
• Use ITIL methodology to improve user satisfactions.
• Lead the IT Support team on projects to achieve the success in the due date.

Confidential . Ashburn, VA

Desktop Support Analyst

• Interact with users to resolve issues, track and documents resolutions using Remedy Ticketing Systems.
• Provide technical support and complete hardware services to over 500 users including desktop, laptops, printers, audio-visual equipment, iOS and Android mobile devices.
• Image and built new machines using Microsoft System Center Configuration Manager (SCCM) and patch operating system and software updates with respect to client credentials.
• Support and troubleshoot MS office 2010 issues
• Add machines in domain, give user local admin rights, configure and set up network printers and plotters.
• Diagnose and repair computer viruses and update signature files.
• Manage user’s accounts in Active Directory, MS Exchange server to create/purge user accounts, unlock/reset password and provide user rights.
• Assist with planning, selecting, and installing PC equipments, related peripherals and accessories as well as maintain inventory.
• Assist users with network connectivity issue, VPN issues and wireless connectivity problems.
• Perform hardware and software installations for Dell, HP products while doing major PC rollout.

Confidential Binghamton, NY

Help Desk/Desktop Support

• Created, processed and resolved tickets using Footprint incident tracking system and maintained appropriate documentation.
• Created new user in Active Directory, unlock user account, reset password and set up access permission for files, folders in file server based on group policy.
• Support, troubleshoot and diagnosing hardware and software problems, including desktops, laptops, remote systems
• Upgraded, configured, monitored, and troubleshoot PC’s and related hardware on all O/S platforms
• Created distribution group, public calendar and help with other Outlook issues including Outlook Web Access (OWA).
• Resolved Windows related issues, Internet Explorer issues, and other PC software related issues
• Troubleshoot MS Outlook issues and maintained Exchange e-mail accounts.
• Provided high-volume support via processing, configuring, and resolving software issues.
• Provided direct customer service and technical support to users locally, and remotely as required via phone, email, and online systems.
• Troubleshoot network connectivity, network printing and user access issues.
• Responsible for loading new software and systems on existing equipment