Information Technology Technicion/Audio Visual Support, F/T Resume

TECHNICAL SKILLS:

Windows 7 & 10
Webex
SCCM
Active Directory
ServiceNow
LAN/WAN
Mac OS X
Cisco IOS iPad/iPhone Support
Printers
Citrix Metaframe
Skype for Business
Cisco Switches/Routers
Exchange
Wireless Networking
Office 2016 & 365
Checkpoint
Audio Visual
Crestron
Remedy iManage
Webex Teams
Cisco AnyConnect
OneDrive

PROFESSIONAL EXPERIENCE:

Confidential

Information Technology Technicion/Audio Visual Support, F/T

Image and configure Dell Latitude laptop computers with Windows 7 & 10 Enterprise
Providing deployment service to clients at their location for docking station, PC, and monitor setup
Assist NHLBI users with software deployment request and software troubleshooting
Imaging and configuring MAC OS High Sierra with Casper/JAMF Image Service
Assist NHLBI users with computer equipment moves
Assist customer’s troubleshooting software installation
Troubleshoot MS Office and Adobe applications
Assist with WebEx Conference Setup
Troubleshoot conference equipment
Performing data migration for Windows 10 upgrade
Performing data migration for Mac OS Sierra Upgrade
Coordinating with Dell Repair Service for computer hardware replacement
Demonstrate in - depth understanding of relevant and up-to-date applications and platforms
Translate functional requirements and design specifications into technical specifications
Develop and maintain strong, effective relationships across the organization and with all stakeholders.
Perform data migration for Windows 10 and Mac OS Sierra upgrades
Coordinate with Dell Repair Service for computer hardware replacement
Manage remote access and VPN connectivity
Serve as the key technical resource
Installing and upgrading operating systems, drivers, and software for Microsoft Windows, and Mac OS X computers
Install and upgrade internal computer hardware components for both Personal Computers and Macintosh
Provide staff-support for administrative tasks and projects relative to the Desktop
Monitor problem management database and follow up with assigned personnel to ensure timely resolution of problems
Performing Life Cycle Refresh for old and outdated computer equipment

Confidential

Desktop/Network Technician, F/T-40 hrs. Wk. (Contract)

Provided customer or technical support to Morris, Manning and Martin, LLP end users by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion
Utilized the knowledge base and other support documentation to identify, isolate, diagnose and resolve end users technical problems and provide information and status as requested
Met and exceeded established programs SLA’s
Set up Cisco Desk phones and Softphones by way the Cisco Admin Console
Administered VPN/Remote support by setting up users using Cisco AnyConnect.
Kept track of all assets and inventory via ServiceNow
Prepared all desktops and laptops for end users utilizing SCCM
Used Active Directory to reset passwords, unlocked accounts, updated GAL, modified distribution lists and OU’s, etc.
Patched servers on a monthly schedule.
Configured voicemail and administered settings via Cisco Unity Console
Responsible for setting up Cisco IP Communicator (Softphone) and editing user’s profiles thru registry settings
Provided phone numbers, phone forwarding and other attributes that’s necessary with Cisco Call Manager

Confidential

Desktop Support Technician, F/T-40 hrs. Wk. (Contract)

Provided technical support for 2000+ users at the Bureau of Labor Statistics.
Conducted an agency-wide deployment of Fujitsu tablet pcs.
Participated in a HP refresh project that upgraded all users from Dell to HP desktops and laptops.
Provided local and network printer support for HP printers.
Provided support for Checkpoint utilizing the Smart Console.
Supported users with smartcards utilizing SafeNet Authentication.
Troubleshooting issues with Microsoft Office 2013.

Confidential

Desktop Support Technician, F/T-40 hrs. Wk. (Contract)

Migrated 500+ users from Windows XP to Windows 7. Utilizing the Microsoft User State Migration Tool (USMT).
Provided desktop support remotely and deskside in both a Mac/Windows environment.
Provided local and network printer support for HP printers and Konica Bizhub solutions.
Conducted an agency-wide move of all users of The Export-Import Bank of the United States.

Confidential

Desktop Technician, F/T-40 hrs. Wk.

Migrated approximately 500 users from Dell workstation to WYSE VDI terminals
Converted 200+ attorneys to laptops computer with docking stations
Educated users on how to use VDI technology to connect from home.
Coordinated the removal of excess equipment.
Provided desktop support for remote clients in Apple or Windows environments using Citrix for remote connectivity.

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