PROFESSIONAL SUMMARY:

• A technical and self - motivated person who wants to contribute my and acquired skills in Information Technology Specialist position.
• With widespread experiences and in school, I can work well independently, or in a group to provide computer support, software/hardware issues, computer networking, hardware issues, installations and maintenance computers.
• In addition, I have experiences working on several operation environments: Window 10, Mac OS, and Linux.
• With four-year in school, I can follow procedures in the incident response plan, security plan, and disaster recovery and business continuity plan.
• Currently working the Linux environment with Debian Red hat and scripting in python.

PROFESSIONAL EXPERIENCE:

Senior Desktop Support Technician

Confidential, Fort Belvoir, VA

Responsibilities:

• Install, upgrade, support, and troubleshoot printers, computer hardware, Windows 7 and Windows 10 OS, Office 2007 and 2010 as well as other authorized desktop applications and peripheral equipment
• Perform maintenance on SIPPR machine to make sure they are up to standard with the policies and requirement with the network.
• Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment unless prohibited by existing customer warranties
• Responsible for monitoring, operating, managing, troubleshooting, and restoring service to client personal computers (PCs) or laptops that have authorized access to the network
• Escalate the issue/problem to proper Tier 3 Support team members when the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral
• Develop trends by monitoring and analyzing incoming calls, problems and support requests
• Actively take ownership of Remedy tickets and problems assigned, accurately record work performed and troubleshoot issues (in person, by telephone, or via remote access) in a timely fashion
• Provide direct end user assistance to include familiarizing users with basic software, hardware, and peripheral device operation
• Effectively use approved diagnostic tools to diagnose network connectivity issues as well as image, copy and configure systems for deployment
• Demonstrate the ability to escalate issues and involve experts for resolution as needed and enforce the rigorous application of Army Information Security/Information Assurance policies while providing a high level of customer support
• Develop and maintain a sound understanding of approved operating systems and application software as well as business-related processes and procedures, company guidelines
• Expert technical knowledge of PCs and desktop hardware
• Authoritative knowledge of current protocols, operating systems, and standards
• Windows 7 operation and software and hardware troubleshooting
• Microsoft Office 2007, Office 2010 support
• Set up users account on Active Directory (AD) and Group Policy Objects (GPOs)
• Working knowledge of AD, Server 2012, remote control tools and TCP/IP fundamentals

System Administrator

Confidential, Alexandria, VA

Responsibilities:

• Represents Company to external and/or internal customers, answering product or service-related questions.
• Provide customer assistance and problem resolution to a wide variety of customers across business areas.
• Responds to non-routine customer calls, email and web inquires, providing a single point of contact for problems.
• Monitors the Remedy ticket queues, troubleshoot and resolve assigned hardware, software and LAN/WAN trouble tickets
• Fulfills Service Requests such as workstation moves, software installations and equipment configuration changes. • Updates tickets following a documentation standard template, stating or restating the Issue, Actions Taken, and Next Actions Needed.
• Creates/modifies Active Directory computer and user accounts.
• Communicates plans, progress, and issues in a timely manner.
• Supports peripheral devices including scanners and printers.
• Supports business continuity plans and site readiness.
• Documents, tracks and monitors all problems and requests to ensure a timely resolution.
• Consistently meets the service target objectives and ticket resolution rates.
• Performs other duties or special projects as assigned.
• Use VMware and hypervisor environment

Desktop Support Technician

Confidential, Herndon, VA

Responsibilities:

• Assist IT Manager in the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, operating systems, hardware, software, and peripherals.
• Assist users with guidance on installing, configuring technical products, program for CPB.
• Remote into users workstation and guide or solve their issues.
• Maintain systems inventory and asset allocation database, troubleshoot systems, and resolve incident in a timely resolution.
• Provide Tier 2 or technical support department with details information necessary to resolve tickets.
• Experience with Active Directory to check end users status
• Manage all on site installation, repair, maintenance and test tasks
• Diagnose errors or technical problems and determine proper solutions to input into the ticketing template.
• Provided phone and help-desk support for students, teachers and faculty with software-related issues.
• Ability to set up and operate video conference, audiovisual and lighting equipment
• Assisted CBP officers, DHS, USCIS faculty and staff with technical issues including but not limited to installations, upgrades, desktop and laptop hardware device errors, and printers. •
• Covered field officers, field operation and act as a representative from the IT Department
• Commended for quickly resolving complex issues including system crashes, network slowdowns, and connectivity problems.
• Worked with ticketing Systems (Remedy), Resolved about 80-100 tickets a day.
• Organized and maintain office electronic and physical filing systems
• Build and install new hire workstations
• Escalates problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner
• Maintained systems inventory and asset allocation database
• Follow up with customers to ensure issue has been resolved

Desktop Technician

Confidential, Washington, DC

Responsibilities:

• Provided users with comprehensive on uses of Outlook and Word applications.
• Offer technical assistance to customers and answer to inquiries regarding computer hardware or software.
• Deliver technical support to customers via telephone, email and through tickets
• Analyze and troubleshoot software and hardware issues
• Identify and resolve issues pertaining to network configuration, web hosting and domain registration.
• Create help desk documentation with step by step instructions on problem resolving techniques • Hands-on work such as Printer, fax, copier repair and cartage replacement

Helpdesk Support

Confidential, Richmond, VA

Responsibilities:

• Assisted with launching new start up programs working closely with personnel to perform suitability reviews by learning and implementing protocols and engaging client awareness.
• Researched and resolved issues/inquiries daily
• Escalated issues to the proper help desk associate when necessary and followed up on any escalated issues, all within a timely manner
• Communicated thoroughly with client representatives and customers, enabling effective information exchange and efficient process management.
• Sent tickets to appropriate departments utilizing ticket tracking system
• Solved minor workstation-related issues
• Installed operating system, software, antiviruses and patches
• Maintained documentation of processes and tickets