SUMMARY:

I am looking for a challenging position in the field of Technical Support that allows me to utilize my current skills to assist with advancing a business that offers a stable employment opportunity. I am also eager to learn new skills and technological advancements.

SKILL:

• Microsoft Outlook 2010
• Microsoft Office 2010
• Active Directory
• Microsoft Lync/Skype for Business
• HP Desktops/Laptops/TabletsDell Desktops/Laptops/Tablets
• Microsoft Windows 7.x and 8.x.
• AirWatch
• Box
• NetIQ
• Smart IT
• Office 365

WORK EXPERIENCE:

Confidential

Help Desk Analyst

Responsibilities:

• I supported 5000 users, 75% of the users were remote.
• I’ve answered incoming calls ranging from 50 - 75 calls a day.
• I installed software and hardware remotely, assist with PIV card locked or blocked issues and reset passwords using active directory.
• I supported users using propriety software and assist with mobile phone issues, and other duties assigned.
• Provide desktop support with previous experience opening and maintaining support cases.
• Install, configuring and support the Microsoft Windows 10 operating systems on laptops and desktop computers in a client/server environment.
• Interface with clients via phone and e-mail and in person.
• Summarize and document the client issues is required.
• Have experience with troubleshooting software systems such as Peoplesoft.
• Have knowledge of BlackBerry enterprise server client administration.
• Demonstrate analytical and problem-solving skills.
• Demonstrated analytical and problem-solving skills.

Confidential

Command Center Technician, Germantown, MD

Responsibilities:

• I currently support users with the Confidential servicing about users with a terminal deployment.
• I am Tier 3 in a call center environment.
• Assisting with hardware installation i.e. New terminal, cash draw and scale.
• Assist with software installs and supported some users remotely.

Help Desk/Desktop Support Specialist

Confidential, Washington, DC

Responsibilities:

• I supported 2,500 users at the Confidential Group via phone, email and deskside when needed as a Desktop Support Specialist.
• Assisted Confidential Group with their migration from windows 7 to Windows 10; troubleshooting windows for the last 6 months.
• Also re-imaged Lenovo laptop's and desktop's, assist with conference and meeting using Webex, projectors, webcams.
• Polycom Speakers, I installed Bank software hardware and peripheral's, assist user's with troubleshooting Lotus Notes and Outlook 2013.
• I create and track trouble tickets using Remedy, completing 15-20 tickets a day.
• Reset passwords and modify accounts in Active Directory.
• I keep track of all loaner laptops for user going on travel.

Call Center Analyst (Team Lead)

Confidential, Washington, DC

Responsibilities:

• I supported 5,000+ users at the Confidential as a Call Center Analyst creating and tracking tickets using the Remedy ticketing system, assisted with updating and installing software and hardware on user's PC and how to use
• Utilized Active Directory to unlock, reset passwords, modify user accounts, Mapped users to shared drives, remote into users PC's to troubleshoot issues such as connecting to printers, unable to connect to email, Supporting users while working remotely (VPN), migrated users to MS Office 365
• Supporting IPad and I phone users with issues and trained new employees and other duties assigned.

Help Desk Analyst

Confidential, Washington, DC

Responsibilities:

• I supported 5000+users with desk side and phone support.
• I have experience deploying PC's for new employees.
• Configures user Lotus Notes.
• Tracked and Created tickets using Remedy.
• Created user accounts in Active Directory, troubleshot issues i.e. printers, software. Managed print servers, mapped users to shared drives, performed backups of files, configured users Blackberry.
• Handled issues with MS Office 2003 and the deployment of MS Office 2007. users how to use hardware and software i.e. Microsoft 2007 Suite, Adobe, People Plus, Web forms, IE, Chrome and assist with telephone set-up for new employee's.

Desktop Support Specialist

Confidential, Washington, DC

Responsibilities:

• I supported 5000+ end and remote users with phone, email and remote access support.
• I was responsible for installing Windows 7 OS to users laptops and desktops and then deploying the user workstation, migrated users profiles from old PC to new PC using Windows Easy Transfer, creating trouble tickets using Maximo, assisted with VoIP phone and voicemail setups, configuration and troubleshot Blackberry issues, installed standard and non-standard software to end user laptops and desktops, installed printers and scanners, mapped user to shared drives, inventory of all PC's going to surplus and other duties assigned.

Desktop Support Technician

Confidential, Washington, DC

Responsibilities:

• I was responsible for supporting a variety of Confidential standard software and hardware
• Supported 2500+users with phone, email support.
• I troubleshot MS Office Suite issues, provided support for presentations, Set-up projectors, video screens and notebook laptops
• Created and tracked trouble tickets using Remedy.
• Set-up user's accounts in Active Directory, Blackberry issues, mapped shared drives, configured Lotus Notes for International
• Travel and other duties assigned.

Desktop Support Specialist

Confidential, Washington, DC

Responsibilities:

• I have experience re-imaging laptops and desktops using Ghost software, installed software and hardware, tracked and created trouble tickets using Heat, deployed user's MS Office Suite to 2007, decommissioned PC's that were damaged, installed and used LAN Desk Remote Control and other duties assigned. Supported 1000+ end users with desktop support.

Help Desk Support

Confidential, Lanham, MD

Responsibilities:

• I was responsible for troubleshooting all issues regarding Win XP and MAC, installed hardware and software on all laptops and desktops, troubleshot all MS Office 2003 issues, mapped shared drives, Created new accounts for users in Active Directory,
• Activated and troubleshot all Blackberry issues.