SUMMARY:

To obtain a challenging opportunity that utilizes my technical skills and in a professional environment, while constantly achieving companies and individual goals.

Technical Expertise:

Operating Systems: Windows XP/2000/7/8/10

Software / Tools: MS Office Suite 2000/2003/2007/2010/2016/ O365 (including MS Outlook), MacAfee Antivirus, Norton Anti - Virus, Trend, Adobe Suites, iTunes.

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Analyst, Tysons, VA

Responsibilities:

• Assisted users and clients via telephone and email.
• Assisted users with email setup on all mobile devices
• Provided high level support for:
• Chief Level Users
• POCs (Point of Contact)
• DOOs (Director of Operations)
• Teachers
• Administrators
• Performed trouble shooting on all MS 2010/2016/O365 applications
• Created/Updated/Closed tickets on ServiceNow
• Monitored incoming tickets from users or automated systems
• Create/Modify/Delete users accounts using MS active directory
• Connected to servers in order access AD
• Through the server also managed Cisco VoIP phone manager for users
• Rest Voicemail Pins
• Rebuilt Phone Configurations
• Setup Call Forwarding
• Setup New Phones on Extensions
• Remotely Rebooted Desk Phones
• Through the server also managed user’s printer systems
• Connect to the printer’s web GUI via IP address
• Cleared printer queues
• Check printer supply status
• Also, through the server restarted print spoolers through the server
• Updated printer drivers on the server
• Remoted into user’s machines using Kaseya
• Assisted users with computer troubleshooting:
• Updating drivers
• Installing software
• Connecting to network drives
• Setting up Outlook
• Trouble shooting BSOD Etc.
• Performed communication emails when a system was unavailable or under maintenance:
• NOC Escalations When Network Went Down for a Location
• Continued contact with NOC until users were back online
• Troubleshoot network issues and equipment:
• Monitored network through SolarWinds
• Over the phone assisted user’s with WAP reboots
• Over the phone assisted user’s with Switch troubleshooting
• Checking if ports are working
• Checking if Ethernet cable are working properly
• Assisted users with connection to VPN (Big-IP Edge)
• Communicated with team for solutions to issues that were difficult to resolve
• Worked with following:
• Through Google Admin Portal managed the following:
• User’s G suites account
• YouTube access level
• Creating/Modifying/Deleted accounts
• Resetting passwords
• Through OKTA admin account managed the following:
• Applications assigned to user
• User’s credentials
• User’s employee ID
• Performed Dell Chats when user’s computer would have an issue that was covered under warranty.
• Assisted users with iOS/Android cellular issues
• Also contacted Confidential when needed for additional support for clients
• Performed backups and restores on client computers when needed
• Using the following tool MozyBackup

Confidential

Help Desk Analyst, Sterling, VA

Responsibilities:

• Assisted Sr. Analyst via telephone, email, remotely and on site with IT related problems
• Followed established processes and procedures to identify and resolve routine end user questions and problems with known resolutions via telephone, fax or email
• Assisted users with password reset via phone on company software (Timesheet, e-mail)
• Recorded new PC installs and/or upgrades into MS Excel Asset Inventory Database
• Assist with providing Level I Support: troubleshooting end user hardware, operating system and software issues on the desktop
• Perform hands-on fixes in person, including installing and upgrading software, installing hardware, and configuring desktop system and applications
• Followed up on outstanding calls and issues with users to ensure final resolution
• Responded to users on “How to Questions” involving several MS Window applications
• Provided a resolution to users with mobile devices when facing a difficulty
• Image laptops/workstations for new/existing employees
• Appropriately resolved IT problems by ensuring timely resolution according to approved Service Level Agreements (SLA)
• Assist in business development/update non-disclosure agreement, company policy and procedures etc.
• Perform analysis/research on the latest security threats
• Coordinate security awareness for new employees and annual to existing employees
• Assist in preparation of proposals and statement of work
• Create/Modify/Delete User accounts using MS active directory

Confidential

Help Desk Analyst, Chantilly, VA

Responsibilities:

• Assisted users and clients via telephone, email, on site and instant messenger
• Assisted users with O365/Outlook setup on iPhone/Androids
• Performed trouble shooting on all MS 2016/O365 applications
• Created and closed tickets on ServiceNow system
• Created and trained users on Zoom application
• Create/Modify/Delete users accounts using MS active directory
• Remoted into user’s machines using Skype for Business 2016
• Mapped user’s network drives
• Assisted remote employees with network setup
• Performed communication emails when a system was unavailable or under maintenance
• Assisted users with connection to VPN ( Confidential )
• Unlocked and reset passwords for users on Service and Care Connect
• Communicated with team for solutions to issues that were difficult to resolve

Confidential

Help Desk Analyst, Reston, VA

Responsibilities:

• Assisted users and clients via telephone, email, on site and instant messenger
• Assisted users with Good Work application on both iPhone and Android
• Provided support for over four thousand users
• Performed trouble shooting on all MS 2016 applications
• Created and closed tickets on Tech Excel Service Wise
• Created and trained users on WebEx application
• Create/Modify/Delete users accounts using MS active directory
• Remoted into user’s machines using Skype for Business 2016
• Mapped user’s network drives
• Assisted remote employees with network setup
• Performed communication emails when a system was unavailable or under maintenance
• Assisted users with connection to VPN ( Confidential )
• Unlocked and reset passwords for users on Service and Care Connect
• Communicated with team for solutions to issues that were difficult to resolv