SUMMARY:

I am a skilled Confidential Home Technician who has a background in IT. I am experienced in diagnosing, troubleshooting and resolving DOCSIS, RF, telephony, computer hardware, IP issues, MOCA Zigbee devices. I am also well trained in providing hardware maintenance, installations and upgrades. I am articulate, flexible and personable communicator with excellent skills in client relations.

TECHNICAL SKILLS:

Networking and security: TCP/IP /Security Management, Cabling, Cisco OS, Router Protocols, VLAN, STP, IPV6, Zigbee, Wifi

OS and Servers: Active Directory, Windows Server 2003/2008, Windows XP/Vista/7/10, Mac OS High Sierra

Enterprise Applications: MS System Center Configuration Manager (SCCM), Microsoft Deployment toolkit (MDT), Remedy, Service Now, MS Office 2007/2010/2013/365, Spiceworks, WEBex, Adobe Acrobat

PROFESSIONAL EXPERIENCE:

Field Network Technician

Responsibilities:

• Configured active devices to proper specification
• Installed fiber into nodes
• Utilized TDR to locate faults within coaxial (.625 and .875) and fiber
• Connected passive and Active deceives user housing to housing connectors and coaxial
• Spliced coaxial cable using splice block and splice connectors
• Used DMM to track shorts and test Confidential and AC
• Replaced and Reconfigured Power supply
• Remained on standby overnight in case of outage needed to be repaired
• Replaced electrical components inside active devices
• Operated Bucket truck

Home Technician

Responsibilities:

• Provided exceptional customer service
• Identified problem on the spectrum and make necessary repairs
• Ran cable (Cat 5e, RG 6, RG11, Cat 3) to desired location
• Identified and repaired issues on four different set top boxes
• Identified and repaired telephony issues
• Identified and repaired DOCSIS issues
• Identified and repaired WIFI issues
• Installed routers
• Ensured customer equipment is has the hardware utilize subscribed speeds
• Clearly identified problems and refer it to the proper department
• Installed a home automation equipment

Responsibilities:

• Performed onsite repairs of televisions, VTC, printer, and scanners
• Communicated with vendors
• Kept track of tickets
• Communicated with end users
• Identified and repaired hardware and software issues

Deployment Specialist

Responsibilities:

• Deployed and troubleshoot dictation software.
• Troubleshooted, laptops, docking stations, and thin clients.
• Replaced cords, update firmware, and ensure drivers are installed.
• Installed scanner and printers(local & network).
• Replaced out of date monitors
• Troubleshooting and user support for Windows 7 workstations
• Troubleshoot network issues
• Set static IP address
• Configured DHCP
• Imaged laptops
• Upgraded hard drives from traditional to SSD
• Configured VOIP phone

Tier 2 Desktop Support

Responsibilities:

• Utilized MDT to complete imaging and staging on Window 7 PC’s and laptops
• Provided user support for Windows 7 workstations
• Performed maintenance and installations for printers
• Communicated to vendors to order parts and schedule on site repairs
• Supported logistics of events
• Ensured that Service Now tickets are resolved and completed to the client’s satisfaction
• Added and Removed encryption from drives using Mcafee software
• installed and supported enterprise application
• Educated customer on applications and hardware
• Supported and troubleshoot AV equipment
• Diagnosed and repaired hardware for desktop, laptop and peripherals
• Utilized Active Directory to inventory and manage laptops and desktops for organization
• Utilized KMS for activations and installation remotely
• Support 300+ end users

Tier 1 Help Desk Analyst

Responsibilities:

• Install software, modify and repair hardware, and resolve technical issues
• Provide base level IT support to non - technical personnel within the business
• Display courtesy and strong interpersonal skills with all customer interactions
• Develop quick reference guides to assist end-users with challenging software application features
• Create and manage new user accounts on Windows Server 2003/2008/2008R2
• Manage Windows XP Professional, Windows Vista Business, Windows 7 workstations
• Ensure that Remedy tickets are resolved and completed to the client’s satisfaction
• Active Directory - Account creation, Password resets, Group policies
• 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 troubleshooting 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
• Coordinate and support VTC/Audio conferences

Confidential, Washington

Tier 1 Help Desk Analyst

Responsibilities:

• Greet 1,000’s of tourist a day
• Provide general information about Washington Confidential . Confidential (Transportation, Restaurants, Etc.)
• Provide historical and architectural information about each memorial ( Washington Monument, Lincoln Memorial, Korean War Memorial, Etc)
• Developed and delivered speeches hourly at each memorial.
• Operated visitor center
• Developed and present information speeches on certain aspects of history.
• Support logistics of special events (4th of July, 50th anniversary of the March on Washington, etc.)