SUMMARY:

• My experience as of 2018 spans over the last 4 and a half years through various different projects, contracts, and training that has made me a very diverse technician with an abundance of customer service/helpdesk and Desktop support hours clocked in.
• I am trained to be successful on a help desk level as well as a desktop support level also.
• There is comfort in my ability on a Tier 1 level - Tier 2 and some troubleshooting issues on a Tier 3 level.
• Through enhanced training I have achieved my A+ Certification.
• I have also retained my MTA Certification ( Microsoft Technology Associate: Windows Server Administration Fundamentals)
• I have performed large scale migrations of Windows 10 on a corporate level
• Consulted various troubleshoot issues remotely to help performance of national Migration Techs
• I have serviced both National and International clients on a high intensity help desk level
• I have experience in a government setting that was gained while an Intern on an Information Technology Service desk at the Confidential .
• Training and work experience has covered a wide spectrum and I have been prepared for communication with a variety of clients on a plethora of different hardware, software, and network issues.
• Troubleshooting experience has been boosted through hands on, on the job field calls with hardware such as network printers, Desktops (Dell and HP), Laptops (Dell, HP, and Lenovo), VoIp Conference Room Phones, Job Issued Phones and Tablets.
• Possess developing skills in Remote Desktop Functions, and was able to absorb active directory training.
• An abundance of projects became available for me to involve myself in and I was able to become more versatile in switching roles as an independent worker when needed but also maintain a balanced beneficial demeanor that would fit a more team member setting.
• Overall my skill set is measured as a well calculated investment into the advancement of your Company

TECHNICAL SKILLS:

PowerPoint VPN/network connections PC Migration: Windows98,XP,7,8,10 - Remedy Ticket System - Iphone 5s/6 - Active Directory - EaaS - Networking - Microsoft Exchange - Microsoft Outlook - Hardware maintenance - Ports, Protocols and TCP/IP - Vendor Management - SCCM -Windows Remote Assistance -Service Now - Science Logic EM7 - Network/ Local printers - Bomgar - Desktop Pro -Remote desktop connection manager - Ipads / Tablets - Mac book Pros -Team Oriented - Install, setup, and configure equipment -Disk Imaging - Cloning -Windows Server Systems - Software Installation - Windows Server 2008/2012 - Password Resets -Operating System Maintenance - Switches - LAN/WAN - Routers- Firewalls - Citrix Software- Windows Migration- VTC/Audio conferences

PROFESSIONAL EXPERIENCE:

Confidential

Senior Helpdesk Analysts

• Creative problem solving and organizational skills
• Resolving Troubleshooting solutions on a tier 1-2 level on a consistent basis
• Creation and completion of Service Request and Hardware/Software forms
• Communicate with non technical user and technical users on a daily basis
• Swiftly resolve/ escalate High Priorities Officials within the Federal Government
• Performed Issue resolutions through Remoting Software on various platforms.
• Documenting Steps of resolution as well as process of escalation
• Strong detail orientation, listening and excellent writing skills.
• Communicating between team members and leads for the quickest resolution
• Upgrading Software and Maintaining Maintenance on hardware.
• Consistent monitoring of security processes and principals.

Confidential

I.T Support Specialist/Customer Support Specialist

• Creating the best customer service environment for all clients.
• Serve as the first point of contact for Clients seeking technical assistance over the phone or email
• Interacts with 40-70 users a day via Email, Phone, or Request.
• Creates 30-60 tickets on a daily basis and closes 95 percent of tickets within the SLA time limit.
• Perform remote troubleshooting (Bomgard and LANDesk) through diagnostic techniques and appropriate questions
• Perform troubleshooting solutions on all 5 applications involved.
• Demonstrate the ability to direct non-technical users through some break fix solutions.
• Answers questions about installation, operation, configuration, customization, and usage of assigned products
• Documents problems in the support solution database for diagnostics and solution implementation

Confidential

Lead PC Migration Tech/Desktop Support

• Main Function: Performed a large user roll out migration of Windows 10
• Install and upgrade devices
• Under supervision, assist with providing solutions using a variety of software products with a focus on Microsoft Windows environments
• Perform PC refreshed and software installations
• Supports computer users with installation of basic hardware/software and networking components to meet personal computer needs
• Diagnoses and troubleshoots basic problems with individual or multiple computer systems to maintain proper functioning; resolves issues including contacting and assisting vendors
• Explaining procedures, steps, software, and new features of operating systems in non-technical language for non-tech users.
• Keep Inventory of onsite devices, laptops, peripherals, and software

Confidential

Desktop Support Technician/Consultant

• Diagnosing, determining, and resolving problems associated with application software and operating systems.
• Windows 10 Migration on a Small Business scale for High Ranking Clients
• Linux Imaging Performed for a large non-technical audience
• Troubleshoot failed systems management deployments and client health issues
• Installing and supporting PC, laptops, and software.
• Creating different methods of completing tasks.
• Contributed ideas and created plans for hardware and software reviews
• Documented procedures, best practices configurations, installation orders and back-out instructions.
• Creating Custom Usage Plans for PC’s and other devices based on Administrative Level.
• Maintain inventory of installed software, manage software licensing and create policies and procedures for upgrades.

Confidential, VA

Systems Operations Dulles,

• Experience in a high profile and fast-paced Help Desk/Call Center environment
• Checking SCCM log files, and provide patch management support
• Experience with International Client Interaction
• RDP into Various Environments.
• Monitor and control daily service ticket activity.
• Monitoring Using EM7 Science Logic.
• Coordinate with team to ensure rapid response times and follow-up with customers.
• Creating and Filing Shipment Orders for clients Local and International.
• Creating Work Order Request Documents for clients Local and International.
• Memory Management Concepts.
• First Response alerting
• Provide support on inquiries on software and hardware problems over the phone or electronic mail
• Proven success working in high-volume. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.

Confidential, Washington, D.C

Information Systems Intern

• Demonstrate intermediate-advanced troubleshooting skills, handling, diagnosing, and resolving end user calls in a single point of contact help desk environment.
• Monitor and control daily service ticket activity.
• Worked on HP and Dell majority of the time, also gained some basic MAC skills.
• Take an average of 25-45 interactions per day (Calls, Emails, as Well as Field Projects).
• Log all issues accurately in the ticket tracking systems (Remedy Force).
• Accurately escalate & route specific issues out to specific teams.
• Help customers identify and resolve issues pertaining to dial up configuration, web hosting and domain registration.
• Provide each user experience accordingly highest quality of customer service personalizing.
• Contributed to overall network team in laying of new infrastructure.

Confidential, Washington, D.C.

Tier 1 Support

• Maintain, repair and install personal PC and network hardware and software.
• Develop client SharePoint Foundation 2010 sites and provide support as needed
• Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system
• Administration of SCCM Servers, SCCM Distribution Points
• PC refresh and migration XP to Windows 7 and 8
• Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging and desk side
• Provide initial troubleshooting of problems including root cause analysis for desktop, laptop and printers • (local/network)
• Perform administrative tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines
• Create and manage Network accounts to include granting access to secured file shares
• Manage bench IT inventory
• Provide configuration and SharePoint administration support
• Coordinate and support VTC/Audio conferences technical support for Windows 7, Microsoft Office, Network connection