PROFILE SUMMARY:

Skilled Desktop Support Technician with experience providing PC and Client/Server tech support for medium sized businesses to enterprise settings. Experience troubleshooting and resolving client issues with hardware maintenance, application support and, installations and upgrades.

SKILL:

Operating Systems: MS 2000, MS Windows 2000, Windows 2003, Windows XP, Windows Vista, Windows 7, Windows 8; Windows 10; Android (KitKat, Lollipop and Marshmallow OS); Apple iOS

Software Applications: MS Office Suite 2003, 2007, 2010, 2013; MS SharePoint 2010; MS Exchange; Remedy; Active Directory; ActiveRoles Server; Windows++; AVG CloudCare AntiVirus Protection; WinMagic; GuardianEdge; BitLocker; AuthentX; BlackBerry Enterprise Server; McAfee; Cisco AnyConnect Secure Mobility Client; Avaya Softphone; Oracle Client; BelManage; Bomgar; DameWare; Polycom

Hardware: Dell, HP, Compaq, Toshiba and Lenovo computers and laptops; HP, Dell and RICOH printers, scanners and all - in-ones; Switches; Firewalls; General Computer Installations and Repairs; Hardware Installations and Swaps; Maintenance Refreshes

EXPERIENCE:

Confidential, Washington, DC

IT Specialist

Responsibilities:

• Assists information engineers on application of specialized knowledge to coding, testing, implementation and documentation projects.
• Defines scope, plans and deliverables for assigned projects
• Understands and uses appropriate tools to analyze, identify and resolve business and or technical problems
• Applies metrics to monitor performance and measure key project criteria
• Applies specialization to conceptualize, design, construct, test and implement portions of business and technical information technology solutions through application of appropriate software development life cycle methodology

Confidential, Bethesda, MD

VTC/AV Technician

Responsibilities:

• Installed, repaired and troubleshot VTC devices and systems
• Demonstrated ability to read and understand technical manuals and schematics
• Scheduled appointments with customers and worked efficiently with minimal supervision
• Conducted hospital walkthroughs to ensure Confidential ts had television reception
• Operated as liaison between hospital staff and management

Confidential, Alexandria, VA

Accounts Management Technician

Responsibilities:

• Wrote standard operating procedures (SOPs) for contract documentation and organization s
• Controlled network access for all users in the JITSPP environment
• Worked directly with other groups like Server Operations and Cyber Security to ensure all network accounts are maintained properly and according to appropriate DoD directives and IA initiatives
• Maintained the role of Entitlement Manager with DISA for Defense Enterprise Email (DEE) which authorizes mail provisioning and deprovisioning
• Authorized the creation, modification and deletion of Non-Persona Entities (NPE's), these include group mailboxes, calendars, rooms, distribution lists, etc
• Managed shared drive access and security groups, privileged accounts, external accounts, home drives, network account creation, modification, and disablement via Active Directory.

Confidential, Washington, DC

IT Specialist

Responsibilities:

• Possessed knowledge of workstation administration and management including imaging.
• Was able to establish a solid working relationship with customers, technical staff, managers, and peers.
• Participated in new application and hardware rollouts, testing and special projects as needed
• Performed installation, repair, and preventative maintenance of personal computer and related software/hardware remotely, over the phone or at desk side
• Established and maintained security and business continuity controls and documents.

Confidential, Washington, DC

Computer Specialist/Tier 2, Desktop Support

Responsibilities:

• Ensured desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems
• Installed hardware and peripheral components such as printers, keyboards and monitors.
• Repaired and conducts preventive maintenance of personal computers by providing technical support
• Registered PIV cards and ensures functionality, as well as monitoring user s
• Maintained a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintained excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

Confidential, Washington, DC

IT Specialist

Responsibilities:

• Installed, configured, serviced, repaired, and maintained information technology systems in both a stand-alone and client-server environment, including MS server, Defense Message Systems, and other authorized information technology systems.
• Installed and configured hardware and software for network services, storage networking devices, and servers.
• Integrated multiple information systems in a networked environment, evaluate and resolve customer information system problems, effect required hardware upgrades and repair to maintain mission capability.
• Configured and installed wireless hubs, routers, switches, and various transmission media, server hardware and software, and ensure the proper installation and configuration of workstation hardware and software for efficient operation on the network.
• Installed software, modify and repair hardware and resolve technical issues
• Developed quick guides to assist end-users with challenging software application features
• Applied solution by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system
• Reviewed, maintained and installs personal PCs and network hardware and software
• Managed system administration, user account creation, backup/restore d Confidential and hardware inventory