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• Performing Life Cycle Refresh for old and outdated computer equipment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.