SUMMARY:

• IT Support Professional with strong customer service skills as well as technical skills and over 5 years of experience in providing support in various roles such as Helpdesk, Field support and deskside support.
• I have experience providing phone, remote and in - person support.
• Known for my ability to multitask, prioritize assignments, and provide outstanding customer satisfaction.
• I have been consistently rated as conscientious and personable. I have also demonstrated resourcefulness in problem solving, and initiative to learn new skills.
• Ability to follow standard operating procedures, perform as an individual or team member, adapt to different roles and environments.
• I have experience in the troubleshooting and repair of multivendor hardware to include Servers, Laptops, desktops, tablets, smartphones, Point of Sale systems, printers, etc., from manufacturers.
• I have multivendor Software support experience with Operating systems to include Win7, Win8/8.1, Win10, Linux, and Apple OS.
• I’ve also worked with various communications, productivity, and industry specific software to include MS Office suite, Office 365, Adobe Acrobat, StoreVision Teller, Blackboard, SharePoint, etc.
• I am looking for a position that will allow me to utilize and build on my current knowledge and skills.

EXPERTISE INCLUDES:

• Provide phone, remote assistance and desk side support to end users.
• Troubleshooting and support of MS Office Suite, MS Access, MS Excel, MS Outlook, Windows Net Meeting, Share Point software, Adobe Software.
• Configuring group and user accounts and permissions.
• Data migration and recovery and imaging of hard disk using Symantec Ghost.
• Server repair and operation.
• Support of Point of Sale systems as well as VeriFone Pin pad and Multilane devices
• Printer/Fax/Scanner troubleshooting, repair, and maintenance
• Work with higher level support specialists, consultants, and vendors when necessary to troubleshoot hardware and software issues.

CAREER EMPLOYMENT HISTORY:

Confidential

Field Service Technician

Responsibilities:

• Provide support for 500+ end users in over 30 locations for Desktops, Laptop, Printers VeriFone Pin pads and multilane devices as well as Servers and software in a Banking environment
• Perform Hardware and Software troubleshooting, repairs, installations, Deinstallations and moves through Break-Fix or IMAC Work orders.
• Perform secure wipes, reimages, data migration and data eradication on HDD,
• Schedule service, Contact Customers, Order Parts as well as Pick up and return parts.
• Install and remove software and essential update files from preconfigured batch files.
• Document all work performed and asset information.
• Inventory excess equipment and coordinate removal of equipment.

Confidential

Food Service Specialist

Responsibilities:

• Prepared and/or cooked menu items listed on the production schedule, strictly adhering to food safety procedures
• Set up serving lines, garnished food items, and applied food protection and sanitation measures in field and garrison environments.
• Provide technical guidance to lower grade personnel in garrison and field kitchen operations
• Perform supervisory and inspection functions including shift supervision
• Ensure that proper procedures, temperatures, and time periods are adhered to during food preparation.
• Direct safety, security, and fire prevention procedures
• Requests, receives, and accounts for subsistence items.
• Provide supervision for 5-12 personnel.
• Prepares production schedule and makes necessary menu adjustments.

Confidential

Helpdesk technician

Responsibilities:

• Provide Tier 1 Call Center/Help Desk technical support to 60 D.C. Local Government Agencies
• First point of contact in all computer hardware, software and telecommunications problems.
• Responsible to document and escalate reported problems and all steps taken to troubleshoot the problem.
• Identify software application, agency applications, network and hardware malfunctions
• Take appropriate action to resolve issues ensuring data/system integrity and security
• First point of contact in all Peoplesoft Time and Labor, HR, and Employee Self Service issues as well as PASS (Procurement Automated Support System).
• Responsible to document and escalate reported problems and all steps taken to troubleshoot the problem.
• Take appropriate action to resolve issues ensuring data/system integrity and security.

Confidential

Helpdesk Technician

Responsibilities:

• . Provide phone and remote support to end users. Also create and provide escalation and reassignment of tickets.
• Troubleshooting, Installation and support of MS Office Suite 2003/2007, MS Access, MS Excel, MS Outlook, Windows Live Meeting, Blackboard, Adobe Software, File Maker Pro, QuickBooks, Oracle, IBM Client Access, Network Connectivity,
• Printer/Fax troubleshooting, installation and configuration.

Confidential, Mclean, Virginia

Helpdesk Technician

Responsibilities:

• Troubleshooting and support of MS Office Suite, MS Access, MS Excel, MS Outlook, Windows Net Meeting, Share Point software, Adobe Software.
• Provide phone, floor and remote assistance support to end users
• Printer/Fax troubleshooting, repair, and maintenance

Confidential, Reston, Virginia

Client Infrastructure Service Technician

Responsibilities:

• Performed routine field activities associated with installing.
• Maintained and serviced multi-vendor electronic products at customer sites.
• Maintained audio/visual systems in addition to multi-vendor systems, hardware, software and operating systems.
• Troubleshot products and problems.
• Maintained tape rotation and tape librarian duties.

Capital one-System Analyst

Confidential

Responsibilities:

• Provide phone and desk side support to the end users.
• Imaging laptops and desktops using Symantec Ghost.
• Data recovery and data transfers.
• Troubleshoot hardware, software and peripherals.
• Shipping, receiving, and inventory of equipment.
• Maintained tape rotation and tape librarian duties.
• Refresh older equipment as assigned.