SUMMARY:

• Over 10+ years of experience as a Desktop Support Analyst
• Expertise in install configures, upgrade, troubleshoot, and remediate hardware and software issues pertaining to current Mac and legacy versions of Microsoft Windows.
• Assists in maintaining the physical security of the data center facility and integrity of the database through the implementation of the security procedures.
• Assigned and monitor tickets and incidents via Service Center though Remedy Helpdesk System.
• Provide support to building and packaging application for distribution to the firm’s computers using Microsoft’s SCCM and Dell Kace in simplifying, troubleshooting
• Performed Desktop support, working IMAC tickets as well as desktop O/S and HW issue resolution
• Performed systems training for customers including PC, laptop, BlackBerry, software and applicable desktop peripherals.

SKILL:

• Experience with the migration of Windows XP to Windows 7/8.1 /10
• Experience with imaging and supporting Mac OS
• Experience with the migration of Microsoft Office 365 (O365) tools
• Experience with imaging and supporting desktops/laptops
• Experience with laptop encryption.
• Experience setting up user accounts and peripherals in Active Directory
• Strong technical skills: Excellent time management skills: Strong organizational skills. Strong customer service orientation and skills: Excellent listening skills: Exceptional detail in follow - up.
• Strong familiarity with Windows administration and support of mid to large server farm topologies - physical and Virtual (VMware and Hyper-V); DHCP, DNS, AD, WINS, Subnets and VLANs.
• Experience using Microsoft Deployment Toolkit 2013, SCCM and similar technologies
• Create courteous, friendly, professional work environment and ability to quickly evaluate alternatives and decide on a plan of action.

TECHNICAL SKILLS:

Outlook 2010/2007/03/95 , Microsoft Office 07/8.1and 2010, Adobe 7.3, Microsoft Exchange 2003/5.5-6.x., Apple Macintosh, Firefox, Safar, NetMeeting, TP Explorer, PC Anywhere, SQL 2003 LANDesk Remote Control, MSOffice 2003, Windows server 2003, JavaScript, Microsoft Windows 95/98/XP/NT/Window 7/8.1, HP, Xerox, and Dell Printers, Remedy helpdesk system, T1, DSL, Ethernet, TCP/IP,PL\SQL, SQL Server and Netsuite software and Track-IT (Email (AS1), Http (AS2), FTPS (AS3), SMTP, Active Directory, SCCM, Jaws, ZoomText and AppSense, Dell Kace and Citrix Virtual Desktop installation.

PROFESSIONAL EXPERIENCE:

Confidential, Rockville, MD

Lead Desktop Technical Support Specialist

Responsibilities:

• Develop workflow, processes, and policies to continually improve the quality of customer service and support provided to our customers. Train and mentor Tier 2 team members and manage the daily activities of configuration and operation of IT systems
• Provide high level technical support dealing with complex issues and implementing smart solutions to nonstandard problems and take ownership of the issues, also participate in standard procedure creation and maintenance, contribute to knowledge base.
• I have excellent work ethic and good on a fast-paced environment, quick to lean and ready to change and take responsibilities. Perform other duties as required
• Ready to participate as part of a project team to provide technical support and help find solution on issues that might arise. Keep striving to improve, support and identify opportunities to increase efficiency and expand services and c ontribute to Service Desk Knowledgebase concerning resolution of support issues.
• Troubleshoot and maintain network printers with a high level of customer satisfaction. Provides end user training instruction, as required. Opens, tracks, and closes trouble tickets. Provide detailed analysis and feedback to agency management and internal customers for escalated tickets.
• Provide support for Executive on Video and Audio Conferences calls and l ogs all transactions with customers in ServiceNow, attempting first contact resolution.
• Ready to present briefings to senior management officials on complex and controversial issues and project status. Facilitated project interviews and weekly status meetings as needed.
• Logged technical support incidents and requests into the ticket management system from live calls, email, and voice mail systems. Performed systems training for customers including PC, laptop, BlackBerry, software and applicable desktop peripherals.
• Troubleshoots problems and advises on the appropriate action. Uses a documented knowledge base of problem resolutions in support of service requests and inquiries.
• Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates. Provides input for end-user documentation and instructions.
• Tracks and updates the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints. Performs diagnostics, analysis, repairs, or replacement hardware for PC's, laptops, and printers.
• Follows set policies and procedures when assisting clients to ensure proper handling of requests and supports continuous improvement in the process and quality of the operations.
• Participates in troubleshooting of issues with the drive towards root cause identification and resolution.
• Provides end user training instruction, as required. Opens, tracks, and closes trouble tickets.
• Provide detailed analysis and feedback to agency management and internal customers for escalated tickets.
• Ensures problem ownership and promotes end-user satisfaction.
• Logs all transactions with customers in ServiceNow, attempting first contact resolution.

Confidential, Largo, MD

Lead Desktop /Sr. Service Desk Support Consultant

Responsibilities:

• Manage IT inventory, track software licenses, complete IT Procurement Requests (ITPRs) and Statements of Work (SOW) necessary to purchase various IT assets for various small and mid level companies.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, related hardware, and software like Microsoft office suits including office 365 on a Window 8.1 environment.
• Install configure, test and maintain network gear switches and routers . Configures user profile including password and join desktop/laptops to the domain through active director y
• Utilized and Monitor tickets using Remedy Helpdesk System in providing first level support to all in bound calls
• Configured and troubleshooter Outlook/Exchange 2007 client problems
• Launch and test basic functionality for all core application including configuring Outlook/Word/Excel.
• Responsible for onsite coordination of Client and 3rd party moved equipment as designed on the Future Sate Design floor maps and Setup user accounts and participate in various projects as requested.
• Troubleshoot and maintain network printers and a high level of customer satisfaction.
• Contribute to Service Desk Knowledgebase concerning resolution of support issues.
• Extensive experience in providing general user support that includes troubleshooting individual machine problems (memory and power supply failure, disk crash, loss of connection to the network. Printing problems, software problems, email, file folder access and permission. Diagnosing and correcting PC related equipment problems and that require minor corrections. Problems such as replacing defective drives, reloading drivers and swapping equipment.
• Worked with financial department in budgeting in all new projects. Prepared and presented briefings to senior management officials on complex and controversial issues and project status. Facilitated project interviews and weekly status meetings.

Confidential, Baltimore, MD

Desktop /Service Desk System Support

Responsibilities:

• Tested new versions of business software to ensure proper operation and integration and including checking and cleaning of laptops, printers and peripherals.
• Perform regular maintenance of the computer network equipment including restoring data files from backups, verifying and changing backup tapes, cleaning and repairing printers.
• Deployment Technologies with Symantec Ghost Imaging tools for Windows. Replacing workstation/PC on client desk and reconnecting all cables/peripherals.
• Launch and test basic functionality for all core application including configuring Outlook/Word/Excel. Responsible for onsite coordination of Client and 3rd party moved equipment as design.
• Responsible for assuring that all Client device new /moves/unchanged in the facility get asset tagged. Troubleshoot and maintain network printers and a high level of customer satisfaction .
• Contribute to Service Desk Knowledgebase concerning resolution of support issues
• Setup user accounts and participate in various projects as requested.
• Document/update processes as needed and properly escalate and follow through with issues
• Assure that we receive all asset data for new/moved/unchanged/remove equipment that are in the client facility
• Asset data is received by a Installation Checklist (Make, Model, Serial #, MAC Address, IP address, Location of device), Complete ADL/ADR updating responsibility. with Window 7 and documents
• Used remote access control to support users on their issues or problem solutions and lesson learned of future use.

Confidential, Rockville, MD

Sr. Service Desk Support Analyst

Responsibilities:

• Install, configure, upgrade, troubleshoot, and remediate hardware and software issues pertaining to current Mac and legacy versions of Microsoft Windows.
• Assists in maintaining the physical security of the data center facility and integrity of the database through the implementation of the Confidential 's security procedures.
• Coordinate with doctors on the best time to work in their office and also to bring in their take home office laptops for upgrade.
• Collaborates closely with local team, application owners, and other analysts to in corporate appropriate expertise and protocols into issue resolution.
• Extensive experience in providing general user support that includes troubleshooting individual machine problems (memory and power supply failure, disk crash, loss of connection to the network. Printing problems, software problems, email, file folder access and permission.
• Extensive experience setting up and configure individual new and used computers and laptops to meet Confidential security requirements such as encryption, anti-virus, and security patches as well as for accessing to the Confidential

Confidential, Washington, DC

Sr. Desktop Support Analyst

Responsibilities:

• Deployment Technologies with Symantec Ghost Imaging tools for Mac Book Air and Windows. Replacing workstation/PC on client desk and reconnecting all cables/peripherals.
• Launch and test basic functionality for all core application including configuring Outlook/Word/Excel.
• Test new versions of business software to ensure proper operation and integration and including checking and cleaning of laptops, printers and peripherals.
• Assigned and monitor tickets and incidents via Service Center though Remedy Helpdesk System.
• Provide support to building and packaging application for distribution to the firm’s computers using Microsoft’s SCCM and Dell Kace in simplifying, troubleshooting and enforcing uniform configuration policies. Identified and controlled high priority problems.
• Accurately escalated of tickets consistent with departmental procedures. Efficiently and accurately resolved of all assigned tickets and documented solutions and lesson learned.
• Utilize the power of Micro App V to provide anywhere user access to their applications on any authorized device without application installs.
• Provided phone support to network operations, security, and communication systems. Developed, defined, communicated, monitored and tracked methods of problem solving and escalation of issues to ensure a high degree of customer satisfaction.

Confidential, Rockville, MD

Sr. Service Desk Support Analyst

Responsibilities:

• Migrated computers from Windows XP to Windows 7 and used SCCM
• Assisted in maintaining the physical security of the data center facility and integrity of the database through the implementation of the Confidential 's security procedures
• Coordinated with doctors on the best time to work in their office and also to bring in their take home office laptops for upgrade.
• Collaborates closely with local team, application owners, and other analysts to in corporate appropriate expertise and protocols into issue resolution
• Communicated to all the stakeholders on major issues that might affect the deadline
• Performed Desktop support, working IMAC tickets as well as desktop O/S and HW issue resolution
• Performed desktop refresh consists of scheduling installation with the user, delivering the PC, copying data from the old device to the new device.
• Maintain and operation of audio and video conferencing equipment, including instructing personnel in the use of such equipment.
• Installed, configured, upgraded, troubleshoot, and remediated hardware and software issues pertaining to current and legacy versions of Microsoft Windows.
• Completed property, certification, and other forms, obtaining the necessary signatures
• Replaced workstation/PC on client desk and reconnecting all cables/peripherals
• Launched and test basic functionality for all core application including configuring Outlook/Word/Excel Extensive knowledge of supporting and troubleshooting Microsoft Office 2000\2003\2007\2010.
• Tested new versions of business software to ensure proper operation and integration and including checking and cleaning of laptops, printers and peripherals. Used remote access control to support users on their issues or problem with Window 7 and documents solutions and lesson learned of future use
• Logged technical support incidents and requests into the ticket management system from live calls, email, and voice mail systems.
• Performed systems training for customers including PC, laptop, BlackBerry, software and applicable desktop peripherals.

Confidential, Washington, DC

Sr. Desktop\Helpdesk Support Analyst

Responsibilities:

• Assisted with Window 7 deployment and transition of end users and departments to Windows 7 operating system and Microsoft Office.
• Coordinated with VIP users to schedule the best time to work in their office and also to bring in their take home office laptops for upgrade.
• Coordinated and migrated strategic department’s computer systems to Window 7 to meet critical deadline. Communicated to all the stake holders on major issues that might affect the deadline
• Provided support to building and packaging application for distribution to the firm’s computers using Microsoft’s SCCM, Dell Kace, Citrix to enable cloud desktop installation
• Installed, configured, upgraded, troubleshoot, and remediated hardware and software issues pertaining to current and legacy versions of Microsoft Windows. Completed property, certification, and other forms, obtaining the necessary signatures.
• Replaced workstation/PC on user’s desk and reconnecting all cables/peripherals.
• Launched and test basic functionality for all core application including configuring Outlook/Word/Excel.
• Extensive knowledge of supporting and troubleshooting Microsoft Office 2000\2003\2007\2010.
• Tested new versions of business software to ensure proper operation and integration and including checking and cleaning of laptops, printers and peripherals
• Used remote access control to support users on their issues or problem with Window 7 and documents solutions and lesson learned of future use