SUMMARY:

• Hardware Configuration LAN/WAN Connectivity
• Network Connectivity Knowledge System Upgrades
• Software Installation Technical Troubleshooting
• Preventive Maintenance Remedy / Cherwell Service Management

SOFTWARE:

MS Office 365 (Word, MS Outlook, Access, Excel)

WORK HISTORY:

Desk Support Technician

Confidential

Responsibilities:

• As the team Assistant Led for the Arlington County PC replacement team, led a team of 5 trained PC migration professional on multiple detailed installation for VIP clients.
• Image multiple Desktop with KVM Switch and Used Microsoft Deployment Toolkit
• Install, configure, test, support and troubleshoot PC s, laptops and mobile devices, working with the applications, infrastructure and/or network teams when necessary.
• Provides advanced technical support for over 4500 user and mobile devices
• Work closely with application and infrastructure teams to manage support activities for deployments
• Receive and resolve Tier2 application problems for users requiring analysis, application of multiple technical skills in desktop problem resolution, network connectivity or other associated user support areas
• Monitor and troubleshoot access to files, shared folders and network printing devices
• Simulate or re - create vaguely-defined user problems to identify and document exact nature of problem and to resolve difficulties
• May assist in testing or providing technical advice about innovative technology, including evaluation of new or upgraded software to determine usefulness to the County
• Use service desk ticketing system to record and track tickets, and contribute solutions for new/unique problems to the group knowledge base. (i.e. Cherwell Service Management, OnBase)
• Provide training and/or consultation to end users on effective use of mobile devices that could include laptops, tablets, smartphones or other devices
• Assist in evaluating innovative technologies and products
• Asset Inventory Support & Conduct physical inventory of assets
• PC Remediation with Tech. Coordinator
• Use PC Scheduler for daily PC Deployments

Lead Windows 10 Migration Technician

Confidential

Responsibilities:

• Supervise Tier 2 level Desktop support technicians in troubleshooting PC hardware/software and IT systems as well as executing Installs, Moves, Adds, and Changes (IMAC), LANDesks, Microsoft Deployment Toolkit (MDT), VMWare, and McAfee support.
• As the team lead I ensure that first and second-level support for the upgrade to Windows 10 from Windows 7 an is done in a timely manner.
• Participate in device collection, configuration, and upgrade of client endpoint devices
• Help to ensure all steps for a successful upgrade of multiple laptops daily
• Work with each client to help ensure checklist items are completed and that the laptops are issue-free
• Use Windows PowerShell to upload and start staged migrations
• Use Windows PowerShell to obtain the status and statistics from staged migrations
• Re-imaging desktops, VDIs' and Dell Laptops/tablets
• Use PowerShell for Desktop Support security (Antivirus/Encryption Software, VPN)
• Use PowerShell to Deploy software used to assist migration (Robocopy/Norton Ghost)
• Subject matter Expert (SME) on troubleshooting machine and resolution, new software installation, imaging new machines, and deployment of new and old machines.
• Accurately log, ticket, and track/own all complications and occurrences.
• Add users/customers to McAfee Drive Encryption (MDE)

Windows 10 Migration Technician

Confidential

Responsibilities:

• Migrates data from Windows 7 to Windows 10 machines through the completion of backing up system data, imaging machines, restores data and configures applications from the Medimmune domain to the Confidential (AZ) domain.
• Provides Second and Third-level support for the upgrade to Windows 10. Trains end users on Windows 10 platform.
• Serves as a MAC administrator for imaging and migrating MAC users to the AZ domain
• Administers and monitors System Center Configuration Management (SCCM) for installing software packages to migrated user workstations.
• Administers and monitors Atos Central Tracking Management Systems (CTMS) tool for migration processes assigned to specific user’s computers and accounts.
• Facilitates classroom training for newly migrated users
• Provides front line administrator and end user support for End User community
• Participates in device collection, configuration, and upgrade of client endpoint devices to include Surface Pro’s
• Perform successful upgrade of multiple laptops / desktops daily
• Ensures checklist items are completed and that the end devices are issue-free upon pickup
• Performs asset disposal process and liaise with customers, team members and vendors
• Serves as the Project Manager to coordinate and communicate changes with the customer and team members
• Provides support for escalations from Help Desk and desk side support technicians
• Travels in support of Windows 10 migration projects and served as Project Manager.

IT Support

Confidential, Washington, DC

Responsibilities:

• Setup User Microsoft 365 Suite and Configure Outlook Mail Account.
• Map Users to the Network, Backup Data.
• Install Special Software, PDF Files set up.
• Put User on the Domain, Activate Word.
• Map Users to the Printers.
• Image PC or Laptop.
• Migrating User from Windows 7 to Windows 10

Desktop Support Technician

Confidential, Fairfax , VA

Responsibilities:

• Respond to work from a work assignment system and generally perform work under general supervision and operate within well-defined guidelines
• Process Improvement. Provides technical feedback on technical process issues to improve overall service delivery
• Ticket and workload management utilizing customer provided ticketing system. Service Now
• Works with Department manager, and the Procurement Manager to purchase hardware and software
• 6 In coordination with network administrators, assist with network software deployment and problem troubleshooting
• Deploy and maintain out of band management devices in Retail locations, so that network equipment can be managed remotely
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Participate in training and work to develop and maintain top knowledge in existing and new technologies to provide most effective support
• Provide support to end users on a variety of issues ranging from hardware, software, network and account management
• Diagnose and resolve hardware and software problems, referring more complex networking problems to network administrators or IT managers
• Provides on-site technical support by performing installation, repair, and preventative maintenance of workstations and related software/hardware
• Provide basic network support ensuring desktop and other networked peripherals full connectivity
• Perform or assist in the development, implementation, support, and documentation of new and existing technology solutions