PROFESSIONAL SUMMARY:

• Interested in a position within a growth - oriented organization where I can help achieve its objectives by utilizing my experience, education and skills to the fullest extent and become integral part of their team.
• Adept at instituting procedures that save time, reduce costs, and eliminate redundancies.
• Team leader with demonstrated ability to build strong working relationships with coworkers.
• Proven track record working with senior management and department heads to assess and institute company-wide technical support policies and procedures.
• Possess strong technical skills, with strong background in Windows environments.
• Possess excellent communication and interpersonal skills, fast learner, strong team player with clear understanding and goal oriented approach to problem solving.
• Respond to IT support requests from clients related to hardware and software issues through emails, phone calls, and referred tickets.
• Configure and install computer equipment, peripherals and other computing devices.
• Ensure IT policies, data consistency, reporting as well as inventory management in order to maintain an accurate inventory of all IT equipment and software.
• Assisted corporate users from multiple locations both in-person and remotely, for troubleshooting various IT issues.

TECHNICAL SKILLS:

Operating Systems: Windows XP / VISTA / Windows 7 / 8 / 10

Software Applications: MS Office 10, MS Office 365, MS Excel and Outlook

Remote Desktop Tools: Bomgar, Configuration Manager Remote Control, Cisco WebEx Microsoft System Center Configuration Manager

VPN: Citrix Receiver, Pulse Secure, Duo

Collaboration: SharePoint, Cisco Jabber, Skype for Business

User Management: Active Directory, Active Role Server 7

Other Tools: Ghost Imaging

Ticket Support Tools: RT ticket system, GetIT Ticket System, Salesforce

Encryption Tools: RSA, Bit locker

Networking: LAN / WAN, TCP/IP, and Wi-Fi

Hardware: PC repair, upgrades, installs, configurations and troubleshooting

PROFESSIONAL EXPERIENCE:

Junior Analyst

Confidential, Laurel, MD

• Install, configure and maintain database system hardware/ software including backups and evaluate computer equipment and software needs and make recommendations for the purchase of hardware/ software equipment upgrades.
• Consult with management to ensure agreement on system principles.
• Document business requirements using a formal approach and methodology such as Agile.
• Expand or modify systems to serve new purposes or to improve work flow.
• Prepare computer programs and systems specifications to be coded by programmers.
• Maintains confidentiality with regard to the information being processed, stored, or accessed by the network.

Junior Analyst

Confidential, Bethesda, MD

• Develop, document and revise system design procedures, test procedures and quality standards.
• Determine computer software or hardware needed to set up or alter system.
• Read manuals, periodicals and technical reports to learn how to develop programs that meet staff and user requirements.
• Coordinating the installation of computer programs and systems.

Help Desk Specialist

Confidential, Baltimore, MD

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solutions based on the issue details provided by customers.
• Walk the customer through the problem solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products and services.
• Record events and problems and their resolution in logs.

PC Technician

Confidential, Columbia, MD

• Install, setup, connect computers and peripherals
• Test and verify operation
• Image management for consistent OS and application versioning
• Unbox and inspect all hardware
• Asset tagging and inventory management
• Assist with PC deployment that includes system imaging and hard drive wipes

IT Desktop Technician

Confidential, Columbia, MD

• Assist with network and security management
• Monitor printers, fax machines, and copiers to make sure they are working properly.
• Respond and assist with technical issues walk-in/ via telephone.
• Assist with creation and documentation of IT systems and networks.
• Diagnose, troubleshoot and resolve technical hardware and software issues.
• Image hard drives using Ghost software.

Migration Technician

Confidential, Laurel, MD

• Extract data from legacy systems from Windows 7 to Windows 10 workstations.
• Initiate/ monitor upload processes and perform technical validation of the uploaded data.
• Manage and track data as it is extracted, cleansed, and uploaded.
• Coordinate with business data migration leads, project manager and IT leads to execute data migration and cleansing per the project timeline.
• Worked in a dynamic environment that required management of several tasks while paying attention to detail and quality.
• Perform data migration audit, reconciliation and exception reporting.
• Transferring data from a media storage device to an alternate computer hardware storage device.
• Verified installation of company proprietary software on every workstation in order for staff to continue with day to day operations.

Data Migration Specialist

Confidential, Elkridge, MD

• Following procedures set by client to save data, image and restore settings to new or existing computer systems.
• Map network printers, install applications and manage a nightly deployment list.
• Act as hands and feet for project team to assess and resolve any issues to complete migrations.
• Document and certify completion of migrations to project team.
• Seek help from senior technicians or escalate problem, when necessary.
• Coordinated installations and ensured deployment of 400 workstations in a 4-month time period.
• Ensure that the company’s information and systems are protected according with information security policy, procedures, and standards.

Field Service Technician

Confidential, Annapolis, MD

• Drafted and submitted report to the manager on daily repair and maintenance activities.
• Performed equipment repairs and installation at State Farm offices.
• Installed and troubleshoot LAN Printers, Scanners, All-In-One Devices and Laptops for office environments.
• Performed data migration, transferred user profiles between equipment.
• Documents, maintains, upgrades or replaces hardware and software systems.
• Support and maintain user account information including rights, security and systems groups.
• Identify, analyze, and repairs product failures, orders and replaces parts as needed.

Technical Support Specialist

Confidential, Baltimore, MD

• Distribute and set up audio visual and computer projection equipment in a high pressure environment.
• Troubleshoot classroom technology issues for a diverse professional clientele.
• Assessed, documented, and resolved student and faculty issues via phone, e-mail, and on-site consultations.
• Implemented software and hardware changes and rectified any issues.
• Entered clients call data into the Real Time ticket tracking system.