SUMMARY:

• Highly skilled in installing, repairing, maintaining and troubleshooting computer hardware, software, and peripherals.
• Works well independently, and in a group setting providing all facets of computer support.
• Working knowledge of networking devices and printers.
• Knowledge and understanding of numerous software packages and operating systems.
• Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results.
• Excellent analytical and problem solving skills.
• CompTIA A+ certified, in the process of obtaining the CompTIA Network+.

SKILLS:

Software: Microsoft Office Suite 2000, 2003, 2007, 2010, 2013 (Access, Excel, PowerPoint, Word); Microsoft Windows Operating Systems 2000, XP, Vista, Windows 7, Windows 10; Norton Ghost; installing drivers; SharePoint; basic HTML, blogs, and wikis; basic understanding of database and SQL; DART; Remedy; Lotus Notes; Microsoft Office 365;

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; BlackBerry configuration

Networking: General networking experience (running cables, troubleshooting connections, activating ports, basic router configuration, switches, Wi - Fi router)

Support: Helpdesk escalation and documentation on ticketing system, customer service support (email, phone, and In person)

EXPERIENCE:

Confidential

Tier2 / Hardware technician

Responsibilities:

• Operate with a good attitude and excellent communication skills in order to communicate with end users/team over the phone or in person
• Provide technical support to a large enterprise of end users with varying technical knowledge
• Deploy machines to end user workstations while maintaining cable management and workstation cleanliness
• Update tickets to reflect work completion and works in progress.
• Organize and maintain an inventory of different hardware parts for laptops, desktops, and printers
• Perform hardware maintenance for all HP laptops and desktops for onsite users and regional
• Triage help desk tickets by priority and tier 1/2
• Regularly organize my office and the neutral workspace to ensure optimal efficiency
• Manage and modify user accounts through active directory
• Install and configure new HP network printers
• Image multiple Dell/HP laptop and desktop models and deployed software via branch SOP’s
• Run numerous virus, system file, and hardware scans for laptops needing repair
• PC refresh and migration from Windows 7 to Windows 10
• Manage Windows 10 and Windows 7 workstations
• Help remote users troubleshoot VPN and internet connectivity issues
• Assist users with migration to new print servers
• Swap and upgrade RAM and hard drives for various computer types and models
• Upgrade mechanical hard drives to SSD’s and transfer data as necessary
• Set up various peripherals for users and implemented various desk configurations as requested (Standing desks, hanging dual monitor arms, left handed mouse configuration, etc.)
• Input and monitor service requests via email, voicemail, and phone calls
• Ship laptops and other hardware throughout the country to end users
• Communicate with HP for hardware repairs and depot

Confidential

QC Technician /Helpdesk

Responsibilities:

• Maintain 16- 32 workstations a day to insure that users productivity are not interrupted
• Contacted end users via phone, email, and IM to help resolve issues
• Resolved between 10-20 tickets daily
• Managed user accounts through active directory
• Remotely assisted users via RDP
• Remotely installed local printers and helped troubleshoot network printers
• Provided technical support to over 2200 end users
• Averaged between 35-45 calls a day while simultaneously processing email requests
• Created knowledge base articles as new/undocumented issues were reported and distributed them to colleagues for reference

Confidential

Tier 1 Support

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 reference guides to assist end-users with challenging software application features
• Manage Windows 8 and Windows 7 workstations
• Setup, manage, and configure multiple types of servers.
• Ensure that Remedy/Spiceworks tickets are resolved and completed to the client’s satisfaction
• Active Directory - Account creation, Password resets, Group policies
• Develop client SharePoint Foundation 2010 sites and provide support as needed
• Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system
• 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)
• Perform administrative tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines
• Create and manage Network accounts to include granting access to secured file shares
• Manage bench IT inventory
• Provide configuration and SharePoint administration support
• Coordinate and support VTC/Audio conference
• Provide level 2 end-user technical support for Windows 7, Microsoft Office, Network connection Update ticketing system to reflect work in progress or completed

Confidential

Installation Technician

Responsibilities:

• Conducted the Reimaging process on over 35 laptops a day to successfully complete the On-Boarding process of new hires
• Issued and assigned approximately 300 items of company assets to employees a week generated through DART/Remedy ticketing system decreasing the backlog on requested equipment
• Offered technical assistance on-site or via phone or email providing convenience for end users of Confidential
• Responsible for installing, maintaining and repairing company assets such as monitors, keyboards, and other peripherals
• Executed the installations of printers, copiers, and scanners (multiple models)
• Installed PC memory, hard drives, and other hardware maintaining the company tech standards on data bearing assets
• Compute data backups and restorations for users executing the Tech Refresh process
• Troubleshoot and analyze a variety of computer issues