SUMMARY:

• Highly motivated and detail oriented individual who excels at problem solving and troubleshooting, including the ability to effectively analyze and implement solutions to both hardware and software issues.
• Quick learner with a strong desire for self - improvement, including willingness to self-teach or be taught.
• Dynamic communication skills to build client- technician relationships, including years of customer service related experience.

AREAS OF EXPERTISE INCLUDE:

• In depth PC hardware knowledge Android, iOS TCP/IP Addressing
• Router/ Firewall configuration Windows, Linux, MacOS
• Security audit/configuration
• Printer configuration Microsoft Office Suite
• Troubleshooting Hardware/Software

PROFESSIONAL EXPERIENCE:

Confidential, SPRINGFIELD, VA

Helpdesk Support Technician

Responsibilities:

• Used Active Directory to administer domains, update and change authentication information, and apply group permissions.
• Diagnosed software and hardware issues and implement solutions as needed.
• Accessed client systems through remote desktop protocol to troubleshoot and address issues.
• Deployed and manage group policy updates in multi domain environment.
• Deployed Windows 10/7 security patches and software updates to remediate security vulnerabilities.
• Troubleshoot Microsoft Office Suite and various other software programs deployed across enterprise.
• Troubleshoot mobile devices and multi - function laser printers, plotters, scanners, copiers and other hardware devices.
• Kept detailed logs of troubleshooting issues and steps to resolution.
• Worked with vendors to troubleshoot hardware and software issues.
• Provide detailed synopsis of issues encountered and proactively ensure vendor provided solutions are tested and implemented in a timely manner.

Confidential, Washington, DC

Responsibilities:

• Worked directly with clients to troubleshoot, diagnose, and implement solutions for both hardware and software.
• Upgraded client workstations from Windows 7 to Windows 10.
• Deployed new Windows 10 workstations, installed and configured new client software on new workstations.
• Identified and resolved hardware and software compatibility issues related to Windows 10 migration.
• Used RDP to connect to client s workstation and provide support.
• Provided feedback to software vendors related to Windows 10 compatibility issues across network.
• Identified and resolved security issues with Windows 10 migration.
• Created and tested multiple Windows 10 images to be deployed across enterprise.

Confidential, McAllen, TX

Responsibilities:

• Remotely worked with clients to troubleshoot, diagnose, and implement solutions for both hardware and software.
• Utilized RDP to run diagnostic programs to troubleshoot and resolve user issues.
• Worked over the phone with clients to troubleshoot hardware and software issues.
• Utilized task scheduler on Windows 2008 servers to automate clean - up of large log files.
• Manned helpdesk and took helpdesk related calls.
• Performed health checks periodically on client computers.