PROFESSIONAL SUMMARY:

Extensive background in Customer Service and Desktop support. Highly skilled in installing, repairing, and troubleshooting computer hardware and software. Works well independently, or in a group setting. Knowledge of networking devices and printers. Knowledge and understanding of numerous software packages and operating systems. Ability to multitask while maintaining the quality of results. Excellent analytical and problem solving skills.

AREAS OF EXPERTISE:

Customer Service - Active Directory - Windows XP/Vista/7/8 - MS Office 2007/2010/365 - Google Chrome - Firefox - Remedy

EXPERIENCE:

Confidential

Responsibilities:

• Hardware/software inventory, installation and maintenance, troubleshooting and problem resolution.
• Install, maintain, and repair computer hardware, software, peripheral and audio visual equipment of the type deployed by client to maintain full functionality.
• Prepare and test equipment to ensure proper performance.
• Troubleshoot and perform diagnostics to identify and resolve performance problems.
• Make repairs and replace/upgrade parts/components as necessary.
• Work at a highly detailed level to track, maintain and document "trouble tickets” for all service requests received/self - initiated work orders to maintain accurate histories of all equipment.
• Assist with computer laboratory, conference rooms, and other space equipment as needed.
• Provide instruction on the proper use and operation of all hardware, software, and audio visual equipment supported; prepare "how to” instructional and information documents for clients to assist them in the use of these items and updating these documents from to time as needed; answer client questions relating to equipment and software supported; provide hands-on instruction to staff as requested.
• Perform Windows Install software upgrades as needed.
• Provide expertise and help resolving complex issues escalated by less experienced members.
• Other duties as assigned
• Closed about 8-10 tickets a day using Service now
• Experience with Mac OS, Android, and iOS troubleshooting.

Confidential

Responsibilities:

• Deployed over devices per week
• Ran preflight through powershell to check PC’s and laptops responsible for performing all aspects of SCCM planning, setup, deployment and maintenance responsible for creating simple documentation packages which include requirements, detailed design, testing and implementation plans.
• Created spread sheets for the preflights

IT Specialist

Confidential

Responsibilities:

• Configuration of over 10,000 mobile devices such as iPad and iPhone
• Show user how to set up Apple accounts
• Activation using carriers such as T-Mobile, Verizon and AT&T
• Blackberry migration project
• Secure network setup and activation using AirWatch
• Managing emails using Good for Enterprise; sync emails with devices
• End User communication before, during and after deployment
• Password resets; reconfiguration of device
• Sending user phones and also set up guides for devices

Systems Admin

Confidential

Responsibilities:

• Service computer problems for congressional staff members Monitor help desk email account, and ticket system
• Categorize/close resolved tickets
• Utilize the GoToAssist application to provide remote support to clients issues
• Provide onsite technical support
• Utilize active directory to delete, create, unlock/reset passwords and modify mailbox permissions for users.
• Assist clients to configure iPhone, iPad and Blackberry products to receive mail.house.gov emails
• Configure work laptops for clients to enable them to work remotely from home
• Troubleshoot various issues (hardware and software)
• Re-image computers

Confidential

Responsibilities:

• Staging and installing new equipment
• Provided subject matter of expertise and advice from too and from third parties
• Responsible for the support of all infrastructure hardware network and storage configuration
• Provided written and oral reports daily also presentations with clear concise documents
• Able to establish and maintain effective relationships with team
• Knowledgeable of network environment such as TCP/IP, DHCP DNS
• Knowledge of Microsoft server technology and infrastructure platforms including windows server operating system, messaging (exchange), database (SQL), web proxy (checkpoint)

Tier 1 Help Desk Analyst

Confidential

Responsibilities:

• Install software, modify and repair hardware and resolve technical issues
• Provide base level IT support to 700+ non-technical personnel
• Display courtesy and strong interpersonal skills with all customer interactions
• Develop quick guides to assist end-users with challenging software application features
• Manage Windows 8 and Windows 7 workstations
• Ensure that Remedy tickets are resolved and completed to the client’s satisfaction
• Active Directory - Account creation, Password resets, Group policies
• PC refresh and migration XP to Windows 7 and 8
• Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging, fax and desk side
• Provide initial trouble shooting of problems including root cause analysis for desktop, laptop and printers (local/network)
• Provide level 2 end-user technical support for Windows 7, Microsoft Office, Network connection
• Update ticketing system to reflect work in progress or completed