SUMMARY:

IT professional seeking a new career opportunity to re - enter the technical field. Currently possess 5+ years’ experience working in various technical capacities including help desk and desktop support, Active Directory, Microsoft Office Suite, PC repair and A/V Support

PROFESSIONAL EXPERIENCE:

Confidential, Richmond, VA

Senior Analyst - Desktop Support

• Desktop and laptop computer hardware and software troubleshooting
• Customer service - explanation of cause and effect of system errors, general usage guidance installing corporate image to machines using SCCM system replacement / refresh
• Data recovery and transfer iOS device setup and deployment - managed through Mobile Iron receiving of new equipment asset management and tracking using Service Now ticketing system
• Software deployment using SCCM.
• Manage ticket queue in Service Now to meet SLA requirements

Estate Manager/IT Consultant

Confidential

• Provided IT related consultation regarding upgrade and configuration for residential customers on as needed basis. Consultations included; Hardware management and configuration, initial hardware setup, user education for preventive maintenance, and network setup.
• Carried out fiduciary responsibilities for settlement of family estate.

Confidential

Corporate Move Associate

• Assist with relocation of computer assets as required for internal corporate moves as directed by the client.
• Troubleshoot computer hardware and connectivity issues that may arise because of the equipment move
• Report any unresolved incidents to team lead

Confidential

Field Service Technician

• Provide desktop support services
• Data transfer / PC refresh
• Equipment hardware installation
• Software installation using software as a service (EDMP)
• Troubleshoot and repair incidents reported to help desk

Confidential

Video Tele-Conferencing Support Technician

• Technical support for video teleconferencing equipment and events
• Set custom layouts for conferences using Codian bridge hardware
• Routine coordination and testing of remote sites’ video conference capabilities
• Report any major failures to senior team lead for vendor contact or repair

Confidential

Help Desk Analyst

• Tier 1 help desk create tickets in call tracking software
• Password resets using Active Directory
• Password resets on mainframe systems

Confidential

PC Technician

• Diagnosis of computer hardware and software malfunctions reported to the Help Desk
• Installation or deployment of software
• Installation or recovery of hardware
• Installation of corporate image

Confidential, Dulles, VA

Senior Desktop Support Technician

• Usage of Remedy ticketing system for workflow management.
• Designed, outfitted, and maintained a refresh lab
• Data migration
• Determined actions that would promote overall customer productivity
• A/V Support (backup or additional coverage) in conference rooms and auditoriums
• Corporate move supervision of contractor agents to ensure all assets removed, setup, and functional.