SUMMARY:

• Extensive experience with PC/Laptop hardware and software applications
• Installation, configuration, troubleshooting and upgrade of Windows Operating systems (including Windows 10) and other software applications.
• Experience with Routers, Switches, Printers and other peripherals
• Experience with Audio/Video equipment and conference phones
• Proficient in all Microsoft Office suite (including Office 365) and other word processing applications like Adobe Acrobat.
• Understanding of Windows Active Directory
• Experience with Cloud Computing, Remote Desktop and Desktop Virtualization Software
• Experience with Mobile Device Management tools (MS intune portal)
• Knowledge in working with ticketing system (Remedy, ServiceNow, Cayzu) and imaging software (Clonezilla, Symantech Ghost)
• Understands the basic configuration, operation and troubleshooting of Cisco switches and routers and routing protocols such as OSPF,
• Working knowledge of LAN/WAN configuration, internet connectivity and networking protocols/technologies such as TCP/IP, DHCP, DNS, VPNs, VLANs including IP protocols (OSPF, EIGRP, BGP)
• Strong technical and analytical problem - solving skills
• Detail oriented and ability to coordinate assigned tasks in line with departmental/company goals and objectives
• Excellent verbal and written communication skills
• Great interpersonal skills
• Excellent customer service skills
• Works proficiently individually and cohesively as part of a team
• Passionate about Technology and Engineering and willing to learn new technologies/ideas
• Comfortable and flexible with change

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support Specialist

Responsibilities:

• Represented Confidential at Confidential as tier1 and tier2 IT/Network/Desktop Support Specialist which includes receiving and resolving helpdesk tickets and escalating to tier3 when necessary during the transition from Confidential / Confidential .
• Managed all daily operations of the helpdesk system at the Confidential site for Confidential which includes creating, assigning, resolving/complete and closing helpdesk ticket using Cayzu ticketing system and/or SharePoint and ensuring all issues are being resolved in a timely manner to customer satisfaction while maintaining S.O.P.
• Responsible for setting up of New Hire laptops with access to all IT resources as required by the Onboarding documentation for the specific Employee or Contractor.
• Imaging of all new laptops/desktop using Clonezilla or Symantec Ghost and deploying all software application following the guidelines of Confidential IT protocols.
• Responsible for windows 7 to Windows 10 migration; ensuring backup, recovery and data restoration for all Users before, during and after both email and data migration; providing post migration support.
• Support desktop environments for both local and remote/international sites using remote desktop tools (Bomgar or Skype for Business) and other support tools, to include troubleshooting and resolving issues with desktop computers, monitors, laptops, mobile devices (cell phones, tablets), printers and other peripherals as they arise.
• Tested and implemented new desktop technologies/strategies such as desktop virtualization (Microsoft Hyper V), Microsoft Azure cloud infrastructure, Druva inSync backup storage, new versions of Microsoft Windows and Microsoft Office 365.
• Provided onsite and remote/telephone support to users for various systems, including Windows (7 & 10) Operating systems Microsoft Office (2010, 2016 & O365), Outlook email, Skype for Business, LAN/WAN, Cisco AnyConnect VPN Client, active directory user account administration (create, unlock and reset user account) and all Confidential / Confidential desktop and web applications to include, SharePoint, HFM, SAP, SAM, BOX, etc…
• Responsible for setting up of Board Rooms for Board meetings and other important events which includes telephones and Audio/Video equipment.
• Participate in the review of current/existing desktop processes and assist with developing and implementing solutions to automate manual processes
• Responsible for creating, maintaining and enhancing desktop standard operation procedures; create project documentation and end user instructional manual for any new projects assigned in a timely manner.
• Curating records of daily data communication transactions, issues and remedial actions taken or installation activities and prepare weekly helpdesk/desktop support report for presentation in meetings and other record keeping.
• Responsible for creating and maintaining inventory of all IT/Network equipment including laptops, desktops, routers, switches, Servers, printers, Audio/Video Conference equipment and desk phones…
• Worked closely with System Admin, network Engineer and Project Manager in developing an image for Confidential, Inc. for the transition from Confidential .
• Work closely with Executives for acquisitions and approvals and organizing hardware repairs with the appropriate Vendors to support the mission and vision of Confidential / Confidential
• Performed all other duties as assigned in a timely and efficient manner.

Confidential

Desktop Support Technician

Responsibilities:

• Set up New Hire user account, email profile and other IT related resource for all new employees following the standard hiring process of VOA.
• Train newly hired employees on how to use web application like Point Click Care (PCC) and API’s other IT resources.
• Provide technical support for all hardware, software, and network infrastructure including telephone/VOIP systems to end user satisfaction for both staff and residents.
• Responsible for creating new user accounts, password resets and account unlock using Active Directory.
• Responsible for imaging, configuring, and maintaining operating systems on workstations and servers in support of VOA mission and vision.
• Performs Scheduled installations and upgrades to OS and other software packages like Anti-Virus software
• Troubleshoot PC/Laptops, internet and LAN connectivity issues
• Performs recommendation, testing, deployment and preventative maintenance on all PC hardware, software and peripheral equipment.
• Manage and provide support for Windows 7 OS and Citrix XenApp/XenDesktop
• Provide support for Microsoft Office Suite and other office software application tools.
• Support IT specialist in the research, design and implementation of health care systems at VOA-MM which includes project coordination, information sharing and problem solving.

Confidential

IT Support Technician (Contract)

Responsibilities:

• Troubleshoot and resolved hardware and software issues related to desktops, laptops, printers and peripherals.
• Troubleshoot and resolved connectivity with LAN/WAN/VPN and Wi-Fi connections.
• Setup, install and configure all PCs, printers and peripherals.
• Performed advanced preventative maintenance on all IT equipment, install add on components and upgrades.
• Provide support for Windows OS and all software applications including Microsoft Office 2010 suit used for the daily operation.

Confidential

Help Desk Technician (Internship)

Responsibilities:

• Acted as a first point of contact for Desktop/Laptops and Internet/Network Issues.
• Installed, configured and troubleshoot desktops/laptops, operating systems and other software applications.
• Give end user support on various operating systems (Windows XP, Vista and Windows 7) and other software applications.
• Support end users with Microsoft Office Suite