PROFESSIONAL SUMMARY:

• 10+ years of experience with Ticketing Systems (Remedy, Heat, Track - It, Internal Systems)
• Providing Customer Support / providing Support for email, personal computers, applications, network connectivity / providing Helpdesk/Online Support
• Strong hardware and software knowledge, with more than 15 years’ experience supporting and migrating professional computer systems
• Contributed to the development of diagnostic tools and test procedures for computer systems / Very proficient in creating, implementing and troubleshooting documents
• Successfully and effectively bridged human needs with computer capabilities
• Provide outstanding support for customers and assist co-workers as an excellent team player within all IT departments.
• I have been working freelance with Confidential, 6ya support and Confidential online support.
• This is what I do when I am between contracts.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Onsite Senior Support Specialist

Responsibilities:

• Provided support for new users joining team with new computers and IP phones.
• Assisted with the new office expansion to space 50 plus more team members.
• Organized the existing network to accommodate the additional team members.
• Organized the server room and IT office space to deploy new computers and equipment.
• Provided video and conference room support for meetings using Blue Jeans.
• Showed how to maximize the existing network to save the company a heavy cost to rewire the network.
• Supported PC's and MAC users and provided loaners to users that did not have equipment shipped in.
• Oversee the IT documents to new users for better understanding of the IT process.
• Suggested and replaced systems that was out of date and troublesome.
• Met with vendors to evaluate the networking and server structure for best possible office solutions.
• Completed projects that was time critical for the next project phase.
• Assisted other IT support teams in different departments.
• In charge of all the IT equipment and tracking of all ordered new IT equipment for deployment.
• Created a online shared spreadsheet of all the equipment on hand for managers and department heads to view.
• Short term migration project to accommodate the expansion of the new team members.

Confidential, Washington, DC

New systems migration technician

Responsibilities:

• Provided support for migrating new systems.
• Part time 3 day a week project.
• Setup new systems verified data and applications working properly.
• Assisted in the documentation of deploying new systems.
• Followed detailed instructions on the deployment process and data transfers.
• Help with the deployment of whole office move to new location.
• Short term computer migration project.
• Checked network ports for activity and activated non active ports for new office location.
• Learned the whole layout of network closets in the convention center.
• Provided a flow chart of the migration process so all processes was checked and complete.

Confidential, Charlotte, NC

Data Center Support Technician / IT Support Executive

Responsibilities:

• Worked in data center environment providing server support and administration .
• Answered and monitored incoming priority pages.
• Approved users request for cell phone activation using Air watch admin. console.
• Worked 24/7 environment with 12 hour shifts.
• Provided first level support for Nuclear and non nuclear power customers in NJ and NYC.
• Used sales force ticketing system.
• Supported iphone and android configurations and connectivity to Wi-Fi. Using Box email application.
• Connected remotely to users workstations to provide technical expertise hands on.
• Supported Office Outlook issues with syncing on all devices.
• Provided Admin support with password resets and SAP applications.

Confidential, Gaithersburg, MD

Helpdesk ASK IT/Desk side Support

Responsibilities:

• Supported follow up with Windows 10 migration process.
• I was placed in charge of the ASK-IT customer walk up center by opening and closing the ASK IT center.
• Created documentation on borrowing IT inventory for users.
• Created workbooks for quick guide s for other technicians to .
• I provided floating support in other key areas while technicians were out or on projects.
• I assisted the Windows 10 migration Admin in testing PowerShell scripts and image loads on systems.
• Run VB scripting on Windows OS and MAC OSX to install and uninstall the software.
• I used Phone management tools to configure installs and repair software on iPhones, Androids, and iPads.
• I provided orientation to new employees and interns that started every Monday.
• I provided inventory documentation off all new and repaired machines to customers.
• Helped customers that needed remote assistance in other states and countries.
• I supported Office 2016, Office 365, Outlook and all other office applications.
• Used Microsoft AD Management tool and on the local machine AD to administer users accounts and groups.
• Worked with the management team on special projects to enhance the workflow processes.
• Setup new and moved user’s workstations and followed up to ensure all devices are working.
• I supported MACs with various issues and upgrades to the latest High Sierra OSX.

Confidential, Washington, DC

Helpdesk/Desktop Support

Responsibilities:

• Created and updated support tickets for users using ServiceNow Ticketing System.
• Supported Video conferencing software Blue Jeans Software.
• Supported MACs with Windows VM’s and Windows 7 with MAC VMs in both boot environments.
• Troubleshoot and documented issues with Office 365 and Office 2016.
• In charge of help desk and IT support onsite while manager was on extended vacation.
• Provided world-class customer support and solutions using SAP and other applications.
• Run VB scripting on Windows OS and MAC OSX to install and uninstall the software.
• Creating tickets through different subcategories that allowed tracking issues much easier.
• Following up with the customer was a lot easier when using this ticketing system.
• This system allowed me to research any notes on all issues the user had in the past.
• Search the knowledge base and provide a solution to the user real time.
• Email any documents that would help the user in the future if the problem occurs again.
• Once I solved the issue and the user is totally satisfied with the support. I will make notes and update the ticket if any other issues were solved as well.

Confidential, Washington, DC

Deployment and QA Technician

Responsibilities:

• Prepared computers for imaging using a network-based Government image.
• Installed and verified information data on both systems prior to deployment of new systems.
• Troubleshoot and documented issues and fixes that occurred during the cycles of migration stages.
• Migrate customers Dell systems using Windows 7 enterprise, Lotus Notes, Office 2013.

Confidential

Computer Repair Technician

Responsibilities:

• Provided online and onsite support services for Confidential customers in the metropolitan area.
• Confidential bidding on customers computer issues on the Confidential websites.
• Confidential customers dropped off the computer or made visits to the customers home or job site.
• Diagnosed and recommended the proper path for repairs and or upgrades.
• Consulted customers using Windows XP, 7, 8-8.1, MAC OSX systems.
• Devices supported Airbus, Droid, iPhones, iPads, wireless and hotspot router devices.