SUMMARY:

Customer - focused Computer Technician with more than 13 years of success in a variety of computer operating systems applications and hardware. Analytical and adept at resolving complex network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards.

SKILLS:

• Strong Knowledge of Vista, Windows XP, Windows 7, 8, and 10 Knowledge of SCCM, VMware Mirage Console, Verint 11.1, and Verint 15.1 virus software and solution Implement the policies for the use of the computer system and network
• File systems, transfers and backup recover policy Excellent attention to detail
• Intranet set up and repair
• Microsoft Office (Word, Outlook, Excel, SharePoint, Exchange/Office 365 and PowerPoint) among others
• Ticketing System (Remedy, Change Gear, Sever Manager 7, Maximo and Service Now)
• Switches, Routers, WAN and LAN connections

PROFESSIONAL EXPERIENCE:

Confidential

Senior Help Desk Analyst, Baltimore, MD

Responsibilities:

• Uses AD Audit to maintain files, groups and user accounts on a daily-basis
• Uses the Maximo ticketing system to work and create tickets
• Uses Exchange to create email accounts and distribution list
• Installs and add user to network printers
• Troubleshoots and breaks fix windows computers, laptops, network printers, IPHONES, tablets and Androids • Installs and updates any software that is needed
• Creates and disables user account in active directory, also use AD to map network drives
• Use the Mirage console to image and push out updated software to computers, laptops, and tough books
• Test to ensure that all newly installed systems and component devices are operational

Confidential

Support Administrator, Baltimore, MD

Responsibilities:

• Used Active Directory to reset, delete and maintain customers account.
• Used the VERINT application to pair phone extensions with the correct hostname.
• Used VERINT to monitor incoming calls from customers • Created and maintained Office365 and Skype accounts • Created and maintained SharePoint accounts.
• Issued temp RSA tokens and reset tokens passwords.
• Used Kaseya to remote into users accounts to help with any software issues
• Resent Cisco VPN passwords
• Mapped Shared drives
• Updated user from Windows 7 to Windows 10 also used SCCM to deploy applications
• Used ethernet switches to do network connections with ethernet cables

Confidential

Desktop Support Technician, Baltimore, MD

Responsibilities:

• Upgraded Confidential hospital computers from Windows XP to Windows 7
• Installed Mac PC and hooked printers up to them
• Installed and troubleshoot Lotus Notes, Confidential
• Used SCCM to update software
• Imaged and reimage Dell and HP machines
• Updated Desktops, Laptops, and Tablets to Windows 7
• Used Active Directory to reset passwords, delete accounts and add users to groups
• Troubleshooted and resolved any problem that may occur during the upgrade of the software

Confidential

Help Desk Technician, Arlington, VA

Responsibilities:

• Used the Dame Ware application to remote into user’s workstation to upgrade software
• Created and modified users accounts using Active Directory
• Created and deleted Microsoft Outlook profiles
• Deleted and installed printers and their drives
• Trained users on software and hardware troubleshooting
• Walked users through series of steps to determine the problem
• Reset passwords to users CAC cards and Tokens

Confidential

Desktop Support Technician, Baltimore, MD

Responsibilities:

• Installed new Laptops and Monitors
• Upgraded users from Windows XP to Windows 7
• Trained user on Windows 7 and the different suites that Microsoft offers
• Prepared training kits for users about Windows 7
• Installed new tablets and docking stations
• Downloaded any special software that the user needed
• Used IP address to locate printers Laptops and Computers
• Built Laptops
• Hooked up USB cords, also replacing old VGA cords with DVI cords and HDMI cords to set up dual displays on Monitors and Laptops

Confidential

Help Desk Technician, Fort Meade, MD

Responsibilities:

• Installed PKI certificates inside user’s VPN
• Imported and Exported users PKI certificates in different browser (Explorer and Fire Fox) for Windows and UNIX system
• Supported Government Agencies by trouble shooting Windows/Unix customers also interfaced with end users to handle tasks of a routine nature, such as researching, and answering questions concerning system function and usage
• Researched modifications to existing programs “Remedy, Confidential ” and monitored system behavior and detect and resolve arising problems
• Created and resolved Confidential tickets added and removed accesses, clearances and briefing to users/servers
• Documented all network issues and changes

Confidential

Desktop Support Technician, Washington, DC

Responsibilities:

• Administrated the day-to-day operation of organization's local area Network
• Installed monitors scanners ping printers, also upgrade the user software and added RAM, evaluated network connections and issues with internet connections
• Provided integrated team support and maintenance of hardware and software
• Installed software upgrades, including planning and scheduling, testing and coordination
• Independently troubleshoot complex user problem calls to resolve hardware, software and user training issues
• Ensured assigned file servers are maintained at optimum level for performance
• Ensured file server is connected to network and user applications are operational, for example used DHCP to configure devices on the network to communicate to the IP network
• Ensured integrity of operating system software by maintaining current version with software patches and/or upgrades
• Ensured that server security is maintained and that backups are run on a regular basis

Confidential

Desktop Support Technician, Fort Meade, MD

Responsibilities:

• Provided in-person support with issues such as sending or receiving emails
• Replaced and maintained equipment hardware, and installed memory
• Remotely administrated and configured Microsoft Office and user’s workstations.
• Supported over hundreds of Government users at different sites
• Used Active Directory to maintain user accounts
• Upgraded user from Windows XP to Vista
• Responsible for administration the day-to-day operation of organization's local area Network