QUALIFICATIONS SUMMARY:

Solutions - driven professional with 8 + years’ experience providing rapid and client-focused technical support to 500+ users. Demonstrated capacity to identify root causes and direct users to lasting resolutions. Adept at articulating complex technical concepts to users of varying technical understanding. Well versed in a variety of common operating systems, applications, and hardware with a proven ability to master new tools and technologies quickly. I am a self-motivated, flexible, help-desk professional with experience prioritizing and organizing multiple tasks. Being Comp TIA A+ Certified gives me expert knowledge of computer repair, installation and troubleshooting.

TECHNICAL PROFICIENCIES:

Platforms: Windows XP/7 / 8//10, Mac OS, iOS, Android

Hardware: Dell / HP desktops and notebooks, iPads, iMac, Android Tablets, Printers, Scanners, Digital Projectors

Applications: Microsoft Office, 2010,2013,2016, 365 / McAfee Anti-virus, Veritas / Remedy / Symantec Ghost, Norton Internet Security/ Bomgar / Heat / CA Service Desk/Cisco Any Connect/Citrix/RSA Security Console

EXPERIENCE:

Confidential

Technical Support Engineer

Responsibilities:

• Perform systems administrative and operational duties on computer systems.
• Maintain files as required by the vendor of custom design application.
• Analyze, evaluate, and test software and hardware problems.
• Perform installation, planning, and security of computer facilities.
• Responsible for developing and maintaining systems configuration.
• Prepare activity and progress reports regarding support activities.
• Respond, investigate, and correct problems.
• Act as technical resource for all users.
• Contribute to finding improvements in the hardware, software, or infrastructure-related services.
• Work toward agreed-upon SLAs in order to resolve customer issues in a timely manner.
• Organize appropriate and utilize commercial and government off-the-shelf products (COTS and GOTS).
• Install, troubleshoot, support, and configure microcomputer hardware and software systems to include servers.
• Perform these functions for peripheral devices such as modems, scanners, printers, and fax devices.
• Provide troubleshooting diagnosis and repair for microcomputer devices.
• Install hardware and software application on myriad of computer devices.

Confidential

Helpdesk Specialist

Responsibilities:

• Serve as the first point of contact for troubleshooting hardware and software for PC and printer problems
• Assisting clients in planning/developing objectives and goals
• Supporting client objectives and conforming to the client’s operating practices
• Performed hardware/software installations, upgrades, repairs, and maintenance
• Followed and improved Information Services area processes.
• Assisted tier II with software rollout and upgrades.
• Set up new employee equipment and trained end users on enterprise applications.
• Daily tasks include creating, closing and updating troubleshooting tickets
• Responsible for Android & iPhone support from configuration to troubleshooting.
• Worked with Active Directory to reset passwords, unlock accounts, and create computer accounts.
• Functioned as a Senior Tech fielding calls and assisting other technicians when issues occurred.
• Remote support using Bomgar and Microsoft SMS Remote Tool
• Interacted promptly by phone, email, and Microsoft Lync with on call desk side support teams, engineers, and Tier 3 groups for escalated matters

Confidential

Helpdesk Support Services Specialist

Responsibilities:

• Reset user passwords for different applications and unlocking users accounts using active directory
• Troubleshooting day-to-day customer issues and provide direct support to clients by phone
• Work with the client to communicate important information about system maintenance, changes and events, and to address client concerns regarding any aspect of the services
• Responsible for installation and support of all standard & proprietary desktop applications software
• Extensive end-user and administrative knowledge of latest Microsoft Office Applications
• Work as a team member, providing support to colleagues as and when required.
• Probe the users to identify the actual root cause of the issue and troubleshoot it with all available resources
• Receive, manage and record IT help desk requests by telephone
• Forward technical support issues that cannot be addressed by the Help Desk to the appropriate technician

Confidential

Helpdesk Analyst

Responsibilities:

• Provide in-depth and high level, telephone support to end user community on software problems.
• Provide first-line response for users requiring assistance with information technology issues and problems.
• Track issues to resolution updating the internal knowledgebase and/or communicating lessons learned with relevant business units.
• Configure user’s blackberry with blackberry enterprise server and trouble shoot blackberry issues.
• Account management in Microsoft Active Directory and the Exchange Management Console
• VOIP phone setup and support
• Desktop and Laptop deployment / Hardware imaging
• Completed memory and card installation, reconfigured systems, replaced defective hard drives as needed with new drives with approved image.
• Built strong relationships among the regional desktop teams & other IT teams as well as working as a unified global helpdesk team.
• Resolved Level 1 and 2 support calls. Elevated complex and/or high priority problems to the appropriate support groups for resolution.

Confidential

QC Technician

Responsibilities:

• Track user installations for 5 days to ensure quality of product delivery
• Verify that all equipment have been logged into the system and assign to the correct user .
• Troubleshoot installation related issue and follow-up to resolution
• Train users or assist with questions on using new machines or equipment
• Assisted with Windows 7 upgrade from Windows XP.

Confidential

Tier 1/CHCS Operator /Ahlta Support

Responsibilities:

• Performed hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Reset user passwords, folder access privileges, unlocking users accounts using active directory
• Supported laptops, desktops, printers, medical equipment and blackberry’s
• Fielded incoming tier 1&2 help requests from end users via both telephone and e-mail in a courteous and Professional manner
• Created remedy tickets for escalated (tier3) ticket

Confidential

Desktop Field Technician

Responsibilities:

• Responsible for providing technical support for end users in a timely manner
• Assisted customers with hardware and software related issues
• Troubleshoot and assisted with maintaining users’ network connectivity
• Network cabling / wireless network support

Confidential

Help Desk Technician

Responsibilities:

• Assisted with network administration and maintaining network systems
• Maintained and repair over 200 computers for various customers
• Created, configured and tested cabling of networked machines
• Documented user problems and troubleshoot to find solutions

Confidential

Media Specialist

Responsibilities:

• Maintained the inventory of products sold in the media/electronics area
• Insured that my area was always in stock
• Assisted customers with their purchases

Confidential

Sales Associate

Responsibilities:

• Work with clients to find best solution for their printing, copying and mailing needs
• Provide copies at customers’ request via walk-ins, telephone or email
• Perform various cashier responsibilities

Confidential

Mail Handler/Mail Processing Clerk

Responsibilities:

• Operated and monitored performance of automated mail processing equipment and manually sorted mail
• Collected, bundled, and transferred processed mail
• Loaded, unloaded, open and emptied containers of mail

Confidential

Library Clerk

Responsibilities:

• Provided routine information and assistance to faculty, staff, students, and community users
• Searched and maintained library files and patron records using various d Confidential bases
• Performed requester processing, over dues and invoicing, and book search functions

Confidential

Claims Processor

Responsibilities:

• Examined and processed health insurance claims
• Reviewed claims and ensured their accuracy
• Met claims processing goals of 99% accuracy