TECHNICAL SKILLS:

• Microsoft Office Suite 2016/ Office365
• Adobe Professional Products
• Altiris
• SCCM Remote Tools/Software Packaging
• Microsoft Internet Explorer
• McAfee Products
• Active Directory Management Admin/Exchange
• TCP/IP and DNS
• Microsoft SharePoint
• Dell Network Printers
• HP Network Printers
• Brother Standalone Printers
• External USB hard drives
• Canon Network Printers

WORK EXPERIENCE:

Confidential

IT Support Analyst/ Team Lead

Responsibilities:

• Supported and administered key applications such as ArcGIS, AutoCad, EGIS, Office365 Migration
• Provided support to all departments in researching application issues, such as reporting issues, formula macro issues
• Proactively researched and located necessary tools and processes to identify troublesome trends as they develop
• Maintained system security by creating and maintaining user accounts along with supplying associated documentation required for security audits
• Performed tuning and maintenance of software applications
• Communicated regularly with supervisor to ensure priorities of projects are set and completed efficiently
• Participated in all implementations of software enhancements, upgrades, patch installations and migrations
• Ensured adequate documentation and Knowledge Base is correct and available for all end users
• Developed technical documentation in a clear and concise manner while using ticketing systems Remedy and ServiceNow
• Ensured compliance with IT Policies and Procedures with PaloAlto and SCCM
• Team Lead of Tier II desktop Team

Confidential, Rockville, Maryland

Desktop Support Technician

Responsibilities:

• Provided technical support both in - person and remote, including multiple offsite construction locations
• Followed up with end users to ensure timely resolution of problems/work orders
• Documented trends and reported problems in knowledge base, as well as troubleshooting processes and procedures in Standard Operating Procedures database
• Demonstrated stellar troubleshooting skills, root cause analysis and recommended system improvements to eliminate repeat issues
• Developed documentation to support projects, programs and system configurations
• Maintained assets in inventory database
• Managed and coordinated vendor activities
• Adhered to and reinforced corporate security policies and industry best practices in day to day operations and interactions with end users
• Maintained and fostered relationships with third-party technology consultants, technical personnel and vendors for products and services
• Conducted IT Orientation for new users and participated in IT projects
• Day to day troubleshooting of multiple OS environments including iOS, Macintosh, Microsoft Windows and Linux

Confidential, McLean, Virginia

US IT Field Services Representative

Responsibilities:

• Monitored, responded to, and closed out all user requests submitted via E-mail and phone, as well as walk-up users in need of assistance
• Established effective working relationships with staff members to instill confidence in my expertise, reliability and follow-through
• Assisted users in activating and operating iPhone,iPad, Android, Windows Phone and Blackberry devices for both domestic and international use
• Identification and tracking of recurring problems, trends and patterns requiring Help Desk assistance
• Printer support for HP and Lexmark vendors and maintaining Xerox copiers with Fiery interface
• Part of 24 hour on-call rotation, and served as 1st tier escalation contact for afterhours support
• Assisted in documenting the knowledgebase and scripting best practices for use with the call center technicians
• Providing support for the use of telephones, web conferencing, teleconferencing, A/V setup, scanners, copiers, and other office technology
• Conducted technical and al programs for staff as needed
• Responsible for all local office desktop, laptop, and various other technology related hardware issues ensuring timely replacement or repaired devices
• Access to Active Directory to control, organize, and administer user accounts and global groups

Confidential, Bethesda, MD

Easy Tech Expert

Responsibilities:

• Performed on-site setup of home and office network and peripherals in customers’ homes or businesses
• Troubleshooting and repair or replacement of hardware components on customers’ laptops or PCs
• Did thorough virus removals using Malware Bytes and proprietary virus removal applications
• Recommended and gave tutorials to customers on a variety of software and Windows 8
• Consulted and recommended printers to customers based on their demand as well as printer home setups in homes or businesses

Confidential, Rockville Maryland

IT/NAEP (National Assessment of al Progress) Help Desk

Responsibilities:

• Assist/train new hires on proprietary systems and applications
• Track, document and follow-up end users’ issues with BMC Service Desk Express ticketing system
• Assist end users remotely using Remote Desktop function or Ultra VNC viewer

Confidential, Burtonsville, Maryland and Support Specialist

Responsibilities:

• Provided excellent customer service and assistance to clients on configuration and operational questions related to proprietary applications at all client sites.
• Used working knowledge of client/server environments, including Windows Server and personal computer hardware, software and network troubleshooting.
• Used working knowledge of Microsoft Office 2003, 2007 and 2010, when creating form fields for customers.

Confidential, Crystal City, Virginia

Junior Technician

Responsibilities:

• Deployed 650 PCs to Confidential office relocating to Environmental Protection Agency building in Crystal City, Virginia
• Installed NIC cards and other needed equipment to new PCs
• Maintained and provided technical support to end users for the duration of project/contract

Confidential, Sterling, Virginia

Personal Computer & Network Support

Responsibilities:

• Responsible for creating and deployment of images through Norton GhostCast Server, Norton Ghost and Windows Sysprep
• Diagnose, troubleshoot and resolve 1st tier and 2nd tier technical end user problems in a customer service-oriented, team environment
• Perform special projects and administrative tasks as assigned

Confidential, Washington, DC

Marketing, Communications & I.T Associate

Responsibilities:

• Authored/edited press releases for the Chamber News website column
• Designed event flyers using Accrisoft Freedom and Adobe Photoshop
• Used web-based application to update Confidential website and sent mass e-mails
• Assisted with other activities including public relations and marketing projects
• Edited and created Confidential ’s monthly newsletter with upcoming events and resourceful articles for small business members
• Maintained Confidential ’s professional contacts and members in database using Accrisoft and Microsoft Excel
• Assisted small-owned minority businesses with website and promotional media using Accrisoft Freedom, Adobe Dreamweaver CS3 & CS5 and Constant Contact

Confidential, Washington, DC

Data Entry

Responsibilities:

• Processed international and domestic applications daily in the digital imaging center using Lotus Notes 5.x
• Assisted in the administrative duties in the admissions department by scanning, faxing, copying and e-mailing vital documents for the advancement of applications’ process
• Maintained the site and answered multi-line phones