PROFESSIONAL SUMMARY:

Self - motivated Desktop Support Technician with experience diagnosing, troubleshooting and resolving client issues, with outstanding hardware maintenance, application support and, installations and upgrades. Articulate proactive and personable communicator with excellent skills in client and vendor relations.

AREAS OF EXPERTISE:

Patch/Security Management - Active Directory - Windows Server 2003/2008 - Microsoft Exchange - SnagIt 9.0 Adobe Acrobat Professional - SharePoint 2010 - Windows XP/Vista/7/8/8.1/10 - MS Office 2007/2010/2013 - IE7/8/9/10/11 - Google Chrome Firefox Bomgar - LogMe In Remote - Win7 Migration - TCP/IP - Networking- Project Management - Vendor Management - Remedy - Office 365 - SCCM - Android Development - Spice works - Cabling

EXPERIENCE:

Desktop Support Technician

Confidential

Responsibilities:

• Install, upgrade, support, and troubleshoot printers, computer hardware, Windows 7 and Windows 10 OS, Office 2007 and 2010 as well as other authorized desktop applications and peripheral equipment
• Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment unless prohibited by existing customer warranties
• Responsible for monitoring, operating, managing, troubleshooting, and restoring service to client personal computers (PCs) or laptops that have authorized access to the network
• Escalate the issue/problem to proper Tier 3 Support team members when the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral
• Develop trends by monitoring and analyzing incoming calls, problems and support requests
• Actively take ownership of Remedy tickets and problems assigned, accurately record work performed and troubleshoot issues (in person, by telephone, or via remote access) in a timely fashion
• Provide direct end user assistance to include familiarizing users with basic software, hardware, and peripheral device operation
• Effectively use approved diagnostic tools to diagnose network connectivity issues as well as image, copy and configure systems for deployment
• Demonstrate the ability to escalate issues and involve experts for resolution as needed and enforce the rigorous application of Army Information Security/Information Assurance policies while providing a high level of customer support
• Develop and maintain a sound understanding of approved operating systems and application software as well as business-related processes and procedures, company guidelines
• Expert technical knowledge of PCs and desktop hardware
• Authoritative knowledge of current protocols, operating systems, and standards
• Windows 7 operation and software and hardware troubleshooting
• Microsoft Office 2007, Office 2010 support
• Working knowledge of AD, Server 2012, remote control tools and TCP/IP fundamentals
• Ability to operate tools, components, and peripheral accessories. Proven customer service skills and effective time management, planning and organizing skills
• Function effectively in a team environment with both technical and non-technical team members
• Work effectively with minimal supervision and maintain a professional demeanor under stress
• Manage time efficiently, set priorities appropriately, schedule calls

Desktop Support Technician

Confidential

Responsibilities:

• Install, upgrade, support, and troubleshoot printers, computer hardware, Windows 7 and Windows 10 OS, Office 2007 and 2010 as well as other authorized desktop applications and peripheral equipment
• Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment unless prohibited by existing customer warranties
• Responsible for monitoring, operating, managing, troubleshooting, and restoring service to client personal computers (PCs) or laptops that have authorized access to the network
• Escalate the issue/problem to proper Tier 3 Support team members when the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral
• Develop trends by monitoring and analyzing incoming calls, problems and support requests
• Actively take ownership of Remedy tickets and problems assigned, accurately record work performed and troubleshoot issues (in person, by telephone, or via remote access) in a timely fashion
• Provide direct end user assistance to include familiarizing users with basic software, hardware, and peripheral device operation
• Effectively use approved diagnostic tools to diagnose network connectivity issues as well as image, copy and configure systems for deployment
• Demonstrate the ability to escalate issues and involve experts for resolution as needed and enforce the rigorous application of Army Information Security/Information Assurance policies while providing a high level of customer support
• Develop and maintain a sound understanding of approved operating systems and application software as well as business-related processes and procedures, company guidelines
• Expert technical knowledge of PCs and desktop hardware
• Authoritative knowledge of current protocols, operating systems, and standards
• Windows 7 operation and software and hardware troubleshooting
• Microsoft Office 2007, Office 2010 support
• Working knowledge of AD, Server 2012, remote control tools and TCP/IP fundamentals
• Ability to operate tools, components, and peripheral accessories. Proven customer service skills and effective time management, planning and organizing skills
• Function effectively in a team environment with both technical and non-technical team members
• Work effectively with minimal supervision and maintain a professional demeanor under stress
• Manage time efficiently, set priorities appropriately, schedule calls

Customer Technical Support Representative

Confidential

Responsibilities:

• Assists users via phone and in field support in a wide range of computer issues from software (MS Office) to hardware (Keyboard, Mouse, Monitor, CAC Card reader).
• Install, upgrading and maintaining desktop and portable computer hardware (Hard Drives, RAM), software (Adobe, Java) printers (Mapping to server), and peripherals (replacing monitors).
• Enters and updates tickets into the automated trouble ticketing system. Tracks trends and recommends corrective actions. (Vim Biz Ticketing System)
• Ensures compliance with applicable security and property accountability requirements. (Active Directory, IBM Big Fix)
• Provides minor network cabling installations and modifications as required.
• Assist with Inventory Control through logistics.
• Uses Active Directory to create, add, and remove groups or users from the spanning tree within the directory.
• Performs CAC Card pin reset using CPR from DEERS.
• Grant permission and privilege rights to users based on the group policy.
• Provides Remote Assistance via Dameware software to remote to user’s computers.

Desktop Support Technician

Confidential

Responsibilities:

• Provide call center support to remotely aid customers and troubleshoot technical issues.
• Install, assist, and troubleshoot issues with Microsoft Windows 7, Microsoft Office 2013 VPN (Cisco any connect), etc.
• Install, assist, and troubleshoot laptops, desktops, printers, multifunction devices, scanners and other various hardware technologies.
• Consult with immediate supervisor or higher-level IT specialists on possible solutions.
• Create and update IT support tickets per team standard operating procedures.
• Provide customer support for email, hosted applications, desktop, system and network problems within defined service-level agreements by use of remote assistance or MS LYNC to remote to user’s workstation.
• Walk customers through a series of troubleshooting steps to determine the severity and nature of reported IT problems via email or via Skype.
• Answer helpdesk calls in a timely manner per service level agreements by the third ring.
• Self-identify areas of improvement related to process and technology.
• Customer and extended team coordination and communication with follow-ups to customer’s issues.

Field Service Agent

Confidential

Responsibilities:

• Investigated and resolved software and hardware problems of customer users
• Handled problems and issues that the first-tier of Help Desk support is unable to resolve.
• Installs hardware and peripheral components such as monitors, keyboards, printers and disk drives on user’s premises.
• Interacted with network services, software systems engineering, and/or applications development personnel to restore services and/or identify and correct core problems.
• Completed all required paperwork including trouble tickets, inventory forms, moves/adds/changes (MAC’s) in a timely manner.
• Assisted in simulation and re-creation of user problems.
• Recommended system modifications to reduce user problems.
• Answered, evaluated, and prioritized incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related issues.
• Interacted with user to collect information about problem(s) and user through diagnostic procedures to determine source of error.

Customer Technical Support Representative

Confidential

Responsibilities:

• Applies expertise to solve first level technical support issues for end-users of the client’s products and services.
• Uses automated information systems to analyze routine situations.
• Utilize the Knowledge Base to research, analyze, and resolve basic software, network, and hardware questions and problems received by phone, email, chat, or Remedy ticketing system.
• Completes supporting paperwork and data entry as required.
• Creates and maintains service reports.
• Resolves problems or contacts senior technical support as necessary.
• Support resulted in new solution, provided documentation to Technical Writers in order to have new Knowledge Base articles authored.
• Supported users by fulfilling individual requests for information and/or in the utilization of the various applications.
• Instructed users in the use of PCs and networks via email or Skype.
• Account modifications, resets, and unlocks
• Problem solving and troubleshooting issues with applications and hardware
• Mobile device troubleshooting (iPhone, iPad, Blackberry, Samsung Galaxy)
• Troubleshooting basic network issues with VPN, Citrix, and Internet Explorer
• Implementing PC registry fixes

Tier 1 Help Desk Support

Confidential

Responsibilities:

• Receive a listing of users from the USPTO who are scheduled to have equipment replaced through shipment.
• Update each change record (e.g. in EAMS) for each user delivery completed. Thoroughly document all work performed by Telework Team in the appropriate problem/change record.
• Monitor, update and resolve Quality Control Problem tickets using EAMS/BCR ticketing system.
• Monitor, update and resolve Change Service tickets assigned to Telework Queues.
• Follow-up and monitor for the old monitors return status. Escalate return problems that cannot be resolved by Evolver Telework team to the government Telework coordinators.
• Respond to customer inquiries regarding delivery status and tracking number across various communication channels such as phone calls, e - mails, office.
• Provide daily shipment report reflecting the tracking number for each Telework deployment on daily basis.
• Update SharePoint deployment scheduling site with necessary information.
• Manages producing all documentation that will be provided to the users, i.e. instruction sheets, Quick Guides, installation guides, etc.
• The documentation resides on a network shared drive for use in production. Ensures that pre-deployment documents are provided prior to deployment.
• Ensures that all post-deployment documents are provided after the deployment. Assures that user has all documentation as required for their work group.
• Assists with the creation of daily reports to be sent to the government.
• Verify accountability sheets against work performed and create daily reports to be presented to the client.
• Prepares and distributes daily to designated personnel, reports for; Deployments Scheduled, Deployment Report, Quality Control Follow Up, Shipping, Production Deployment Count and Evolver Monitor Progress updating the EAMS, TADD and SharePoint databases, if required.
• Receive a listing of users from the USPTO who are scheduled for monitor refresh.
• Assist with scheduling and any other administrative duties as may be required to complete project requirements. Perform other administrative/organizational tasks as may be required.

Information Technology Support Intern

Confidential

Responsibilities:

• A paid internship in Information Technology Support is available at TriTech Enterprise Systems for passionate, tech savvy and dependable students.
• The internship is a development program at the entry to mid-level; the program was designed to develop a cadre of well-qualified Information Technology professionals.
• Troubleshoot and resolve basic network and server access problems for end-users, when possible from the Help desk
• Troubleshoot and resolve issues with WAN, VLAN, firewall, VPN systems when possible from the Help desk
• Respond to user requests for service, troubleshoot problems and help develop solutions
• Support PC hardware components, desktop operating system software and application software
• Perform minor repairs to equipment and arrange for other servicing needs
• Identify and report system issues to vendors. Monitors and test resolution of those issues sent to vendors.
• Record activities, solutions and other responses to request for service

Tier 1 Help Desk Analyst

Confidential

Responsibilities:

• Install software, modify and repair hardware and resolve technical issues
• Provide base level IT support to non-technical personnel within the business
• Display courtesy and strong interpersonal skills with all customer interactions
• Develop quick guides to assist end-users with challenging software application features
• Create and manage new user accounts on Windows Server 2003/2008/2008 R2
• Manage Windows XP Professional, Windows Vista Business Windows 7 workstations
• Ensure that Remedy tickets are resolved and completed to the client’s satisfaction
• Active Directory - Account creation, Password resets, Group policies
• Develop client SharePoint Foundation 2010 sites and provide support as needed
• PC refresh and migration XP to Windows 7 and 8
• Provide initial trouble shooting of problems including root cause analysis for desktop, laptop and printers (local/network)
• Create and manage Network accounts to include granting access to secured file shares
• Provide configuration and SharePoint administration support for Naval Financial Management
• Coordinate and support VTC/Audio conferences
• Provide level 2 end-user technical support for Windows 7, Microsoft Office, Network connection
• Update ticketing system to reflect work in progress or completed

Confidential

Data Entry Clerk

Responsibilities:

• Logs into a computer and accesses work queues as instructed
• Follows all oral and written instructions provided pertaining to the computer images to be keyed
• Reads computer image
• Transcribes information from computer images and paper source
• Determines what information needs keying on each document
• Makes decisions on questionable information on computer images according to instructions provided
• Verifies, if required, that previously keyed information is correct
• Re-keys previously keyed information
• Deciphers errors and makes a decision as to what is the correct information
• Directs all questions to Supervisor
• Works scheduled shift each day
• Submit proper forms to indicate problems with the system and/or terminal when applicable
• Reads announcements each day
• Maintains confidentiality of rates, private health information, and client information
• Performs work accurately
• Attends meetings as required
• Performs all assigned tasks in a safe manner according to Company Policy
• Able and available to work up to two hours overtime on any given day with minimal notice