OBJECTIVE:

To secure a position offering challenging opportunities that will promote professional growth and development.

PROFESSIONAL PROFILE:

• Offering accomplished experience and technical expertise in the areas of PC and Desktop Support across Windows Platforms.
• Demonstrates proficient knowledge of laptops and desktops; Windows Operating systems and Government standard applications.
• Provides good communication, interpersonal skills, excellent telephone manners and strong customer focus.
• Known to demonstrate the ability to aptly balance and prioritize workload while handling multiple tasks and demands in a timely and productive manner.
• Able to build rapport with customers at all levels to gain customer and organizational trust.
• Enjoy working with and learning from others.

KEY PROFICIENCIES:

• Tier I/II Helpdesk & Hardware Support Workstation Re - images System Upgrades/Deployments
• Escalation Resolution Virtual Private Network (VPN) Employee Development Virus Removal Windows/Microsoft Office Solution Development
• Blackberry support (BES Activation) Android Support RSA Security Console
• Customer Service McAfee Encryption Team Player
• Problem Solver ServiceNow

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Information Technology Consultant Desktop Support

Responsibilities:

• Captured and translated business requirements into technical requirements for the Department of ’s (ED) VIP clients by defining system requirements and determining the most optimal equipment configurations.
• Developed functional and system design specifications for client engagements. Identifies tools that help the client share information, manage processes, and convert raw data into information to manage processes and make informed decisions.
• Install, troubleshoot, and perform major repair on ED’s desktop computing equipment.
• Identifies tools that help the client share information, manage processes, and convert raw data into information to manage processes and make informed decisions.
• Collaborates with developers and subject matter experts to establish the technical vision and analyzes tradeoffs between usability and performance needs.
• Install, troubleshoot, and perform major repair on desktop computing equipment.
• Provide VOIP telephone support and activation through Cisco Call Manager.
• Perform hardware evaluations and make recommendations based on evaluations.
• Provide mobile device support and mobile email support (Android, Windows and Blackberry).
• Employs expert knowledge of Windows OS, McAfee AV, FDCC desktop setting to install desktops, portable microcomputers, peripherals, and software products for networked, classified and unclassified, and standalone environments.
• Detect, diagnose, and resolve desktop and portable microcomputer software and hardware failures.
• Provide information, guidance, and instruction on use of desktop and portable microcomputer hardware and software.
• Utilize Remedy trouble ticketing software for opening/closing tickets in a timely and appropriate manner.
• Identify and document areas for process improvements.
• Contact and effectively communicate with users by telephone, electronic communications, or in person.
• Prepare equipment for reuse or surplus of property actions.
• Perform software and hardware upgrades and installations involving multiple microcomputers configured for desktop, portable, and server operations.
• Coordinate the disassembly and reinstalla tion of automation equipment in support of office relocations.

Confidential, Washington, DC

Junior Remedy Administrator/Information Technology Support Analyst

Responsibilities:

• Provided administrative support for the day to day operation of the IT Support Center mailbox such as opening and routing tickets to proper group.
• Customer Support including blackberry support, MS Outlook, RSA Authentication Manager, PIV Card reset, WebEx, go-to-assist, Citrix, McAfee Encryption.
• Answered IT Support Phone Lines in support of all users and Deputy Directors. Resolved network related issues (Internet Connectivity, Printers, and Resource).
• Installed and configured applications software and related hardware (such as desktops, and related peripherals like printers, scanners, drives, monitors and video teleconferencing hardware).
• Provided technical support and to end-users.
• Monitored and responded to hardware and software problems utilizing a variety of hardware and software testing tools and techniques.

Confidential, Bethesda, MD

Senior Helpdesk Support/Desktop

Responsibilities:

• Delivered Senior IT Technical Customer Support over the phone in a call center environment which serviced approximately 6,000 plus users and Senior Directors Employed one-on-one remote phone support to resolve a wide range of technical problems related to Microsoft Office 2010, e-mail, shared files, printing, searching for information on the Internet, key fobs and etc.

Confidential, Fairfax, VA

IT Support Analyst

Responsibilities:

• Provided Tier I & II Helpdesk & Desktop support on behalf of the Confidential (8,000 plus customers and VIP users).
• Supported system deployments, moves, and upgrades.
• Performed hardware/software installation, configuration, troubleshooting, and maintenance functions.
• Responsible for performing minor repair on desktop computing equipment.
• Utilized SMS remote tools for troubleshooting and problem resolution.
• Tracked technical requests using trouble-ticketing software.