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It Professional - Technical Support Ii Resume

Washington, DC


  • Seeking position in the technology field that will provide me an opportunity to contribute my educational skills, background, and abilities for the advancement of a company. Consistently recognized for technical troubleshooting skills by rapidly and cost - effectively resolve challenging technical issues. Quick to learn and master new technologies and proficient in a range of computer systems, tools and testing methodologies. Equally successful in both team and self-directed settings.


Operating Systems: Windows 7, Windows 8, Windows 10, Windows Server 2008, IOS.

Systems: HP, Dell, Apple, Lenovo, Panasonic, Cisco, Fujitsu

BMC Remedy, Office 2007: 2013, Office 365, HP Service Manager, Landesk Manager, Active Directory, Skype For Business, Cisco Telepresence, Lobby Works, Passage Point, Cisco Jabber, Cisco Anyconnect VPN, Junos Pulse, Microsoft Exchange, Mobile Iron.


Confidential, Washington DC

IT Professional - Technical Support II

  • Configure and installed desktops laptops and install applications in a government environment.
  • Migrated Windows 7 laptops and desktops to Windows 10
  • Troubleshoot and repaired systems and applications installed on desktop and laptop systems. Researched questions using available information resources.
  • Create and Modify User Accounts on Active Directory.
  • Assists users with moderately complex problems or requests.
  • Experience with troubleshooting basic network, software, printing problems
  • Monitor and proactively manage a queue of inbound escalated customer requests and support issues.

Confidential - Washington DC

IT Professional - Technical Support II

  • Respond to requests for technical assistance in person, via phone and electronically.
  • Diagnose and resolve technical hardware and software issues.
  • Research questions using available information resources.
  • Create, Modify and User Accounts on Active Directory.
  • Respond to and resolve client issues in a timely and professional manner.

Confidential - Baltimore, MD

IT Professional - Technical Support III

  • Provide first-level response to end-users with software, hardware, and telecom related issues.
  • Perform upgrades, repairs and maintenance on the company's PC-related hardware, software and peripherals.
  • Accurately document instances of desktop equipment or component failure, repair, installation, and hardware removal.
  • Maintain accurate and up-to-date inventory of hardware and software resources.
  • Provide technical support for over 1000 users in a Windows 7 environment.
  • Network support via LANDesk and Remote Desktop, extensive troubleshooting of infrastructure
  • Provide system administration and support for software\ applications including Microsoft Office, SharePoint, Java, Adobe, Landesk, and Symantec Endpoint Protection.
  • Manage and trained several Interns (Year Up Organization, IT envorinment, etc.)

Confidential - Baltimore, MD

Deployment Technician

  • Installed Servers and UPS’s within a business environment around the Maryland Area.
  • Backed up and transferred hard drive data from Windows XP desktops onto Windows 7 desktops.
  • Troubleshooting, research, diagnose, document and resolve technical issues surrounding Windows XP, Windows 7, MS Office, e-mail, Internet connections and hardware/peripherals.
  • Provided technical support to customers on operational and maintenance aspects of system equipment.
  • Served as customer contact on technical and service related problems.

Confidential - Baltimore, MD

Desktop Support Technician

  • Completed work using Remedy Software ticketing application to log-in calls, create and complete work tickets.
  • Analyzed, evaluated, and tested software and hardware problems.
  • Performed telephone calls and Tier I desktop support to users.
  • Utilized honed skills in troubleshooting hardware, software, LAN, and operating system issues.

Confidential - Baltimore, MD

Contract Desktop Support Technician\Deployment Tech

  • Handled technical troubleshooting within a business environment around the Baltimore area.
  • Performed tasks such as PC Conversions, Data Back Ups, and Data Migration, installations, diagnosis, imaging, repair and maintenance of computers, printers, laser printers, AIO printers, network job entry stations and related equipment within a computer network.
  • Backed up and transferred hard drive data from Windows XP laptops onto Windows 7 laptops.
  • Migrated data from within a Windows XP environment on to a Windows 7 setting.


On Call Desktop Support Technician

  • Performed hardware/ software installations, PC Refresh and provided high-level customer care, training, and technical support.
  • Assembled and installed a wide array of computer systems and peripheral hardware.
  • Coordinating and preparing reports on fixed asset inventory of Computers, Monitors, Servers, Printer, etc.

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