SUMMARY:

• Multi - skilled IT support technician with in-depth knowledge of architecting, installation and configuring computing systems. Ability to providing client focused IT support by analyzing and resolving IT hardware and software problems in a timely and accurate fashion. Having the ability to maintain a high degree of customer service for all support queries and possessing strong analytical and documentation skills. A deep felt desire to serve the customer, resolve problems and provide a complete IT support solution. A self-starter that is well organized and capable of multitasking with numerous responsibilities while meeting required deadlines. Looking for a new and challenging IT support analyst position, which will make best use of my existing skills and experience and also further support my personal and professional development.

TECHNICAL SKILLS:

• Enthusiastic and able to interact with departments and personnel at all levels.
• Knowledge of Networking (such as TCP/IP switches and routers).
• Knowledge of installation, troubleshooting and configuration of PCs and software.
• Ability to work to rigorous deadlines and stay within quoted budgets.
• Ability to handle Windows workstations & laptops and associated admin tools and applications.
• Good knowledge of standard computer languages.
• Undertaking and completing projects on my own initiative.
• Excellent experience of desktop support and network services.
• Comprehensive knowledge of resolving telephone and network issues.
• Excellent verbal and written communication and interpersonal skills.
• Excellent troubleshooting skills and ability to work for Windows, Linux, and Mac platforms.
• SCCM entry level knowledge.

PROFESSIONAL EXPERIENCE:

Quality Control Technician

Confidential - Alexandria, VA

• Support quality control for desktop and laptop computers.
• Installations are based on daily deployment schedules.
• Track user installations for 3 days to ensure quality of product delivery.
• Verify with customer correct user configurations and setup.
• Push software through SCCM if required.
• Train users or assist with questions on using new machines or equipment.
• Ensure that the EAMS ticket is completed and resolved to the users’ satisfaction.
• Troubleshoot installation related issues ad follow up to resolution.

Tech Support Analyst

Confidential, Mclean, Virginia

• Supporting all desktop IT Services including desktop PCs, laptops, IP telephony, meeting room video conferencing and office printing.
• Manage routine maintenance jobs, database backups & ensure that they are secure & reliable.
• Meeting customers face to face and handling & prioritizing problems. Installing and configuring computer systems using different build technologies.
• Perform routine backups & archival of files to assist with disaster recovery.
• Escalating and identify any critical issues.
• Analyzing user support statistics/data and recommending appropriate measures.
• Answering incoming calls from clients, processing emails and logging calls.
• Following procedures/checklists and updating support documentation. Working with Windows servers & applications within a mixed OS environment.
• Working on large scale storage and backup systems i.e. connected backup.
• Configuring, installing, troubleshooting, and maintaining computer and telephone systems.
• Setting up and configuring scanners, printers, fax and Xerox machines.
• Prioritizing tickets and resolving issues according to urgency.
• Updating and maintaining hardware and software inventory and documenting their use.
• Coordinating with vendors for hardware supplies and collecting latest updates.
• Installing anti-virus software and ensuring no breakdowns in productivity.
• Resolved clients' issues related to desktop, laptops, and telephone system.
• Repaired and maintained printers, scanners, and fax and Xerox machines.
• Replaced toner in printers and placed order for new one as required.
• Calibrated and installed new monitors at clients' offices.
• Addressed customer issues promptly and documented service provided.
• Served as technical advisor to clients and recommended upgrading of computer systems.

Desktop Support

Confidential, Herndon, Virginia

• Computer assembling and maintenance.
• Installed and configured computer hardware, operating system, network settings and software.
• Escalated issues to higher tier when necessary.
• Add computers and printers to the network.
• Troubleshooting hardware and software problems.
• Installing and configuring the peripherals, components and drivers.
• Performed installations, upgrades, maintenance and troubleshooting for hardware and software.
• Setup personal printer for users as well as connect users to network printers as desired by individual.
• Deep knowledge of printer and cartage refilling.
• Troubleshoot software issues of user by remote tools as well as update necessary software.
• Configuring and troubleshooting desktops, and laptops.
• Resolve desktop issues as needed. Applied updates, patches, and other changes to the IT environment.
• Familiar with hardware tools like printers, VoIP, networking and telecommunications devices.
• Excellent troubleshooting skills in complex software and hardware problems
• Installed Hard disks, Floppy drives, CD Drives, Sound Blaster cards, CPU, Memory, Power supply unit, Network card, Video graphics card, Hard disk controller card on PC systems.