SUMMARY:

• Able to troubleshoot research and assist with MacBook, iPad and iPhone
• Proficient with Windows 10, Windows 11, MS Exchange, MS Outlook, Microsoft Office 365, Client hardware, LAN/WAN, routing systems, and TCP/IP
• Possesses the ability to set up workstations and peripherals
• Adept at installing, repairing and maintaining laptop and desktop technology
• Experience with supporting “VIP” customers
• Skilled at researching common errors, recommending practices to resolve and prevent reoccurring IT issues
• Excellent writer and communicator
• Exceptional customer service skills
• Commended for quickly resolving complex issues
• Capable of working independently and in team environments

TECHNICAL SKILLS:

Process Flows & Call Tracking Tools: Web TMA, TMA GO Mobile App, TADD ticketing system, Remedy

Hardware: PC s, Mac Book, iPad, iPhone, Laptops, Printers, Routers, Modems, Telephony Systems, RSA Tokens

Platforms: Windows (All), Apple iOS (Mac, Macbook, iPad and iPhone)

Networking: LAN, WAN, Remote Connectivity

Software: MS Office Suite 2013 & 2016 (Word, Excel, Outlook, Access, Project, Visio, Outlook Skype, SharePoint)

Browsers: Internet Explorer, Safari, Chrome, Firefox, Opera

PROFESSIONAL EXPERIENCE:

Confidential - Washington, DC

Data Entry/Mobile Technician

• Assess, troubleshoot and resolve all issues within Web TMA GO Mobile App
• Singlehandedly developed step by step written instructions on how to perform essential functions within the iPad for employees and managers of the Medstar facilities team
• Resolve work order tickets on a daily basis
• Train electricians, carpenters, plumbers and technicians on TMA Mobile GO App
• Assist with office duties such as conference room maintenance and stocked office supplies
• Perform data entry on Web TMA in regards to connecting vital information that will reflect on Web TMA Go App for closing work orders
• Provide Tier 2 assistance for employees and managers on a daily basis

Confidential - Washington, DC

Tier 1 & 2 Technician

• Diagnosed, troubleshoot and resolve a full range of software, hardware and connectivity issues
• Managed forms and processes using Remedy to achieve quality assurance for over 50 help desk tickets daily
• Trained new help desk technician’s on the proper protocol and procedures for processing and routing tickets
• Utilize RSA Token Console to assign and un-assign tokens
• Performed PIV card exemptions and troubleshooting
• Conducted password resets for employee and privilege user accounts
• Executed workflow account provisioning for all new-hire accounts
• Performed Outlook interface customization for users
• Applied policy updates and deploy patches using the command prompt
• Performed BIOS configurations
• Assisted with the Windows 10 migration management process
• Responsible for adding and eradicating Outlook profiles for new hires and terminated employees
• Installed and troubleshoot Adobe and Microsoft software for users
• Managed laptop inventory and distributing using Remedy Audit log

Confidential - Washington, DC

Technical Support Specialist

• Provided first, second and third-tier support and troubleshoot for technology and applications for VIP customers across the U.S. Senate daily
• Performed physical set up of desktop and standup desk hardware and software
• Integrated multiple information systems in a networked environment, evaluate and resolve customer issues, required hardware upgrades and repair to maintain mission capability
• Installed and configure wireless hubs, routers, switches, and various transmission media, server hardware and software, and ensure the proper installation and configuration of workstation hardware and software for efficient operation on the network
• Installed, optimize and troubleshoot Local Area and Base Area Networks
• Resolved, track and close-out customer issues using remedy ticketing system
• Managed inventory and track all hardware and software used
• Set up scanning capabilities for customers on various printer and scanner devices agency-wide
• Troubleshoot and resolved TCP/IP networking issues within the organization

Confidential - Washington, D.C.

IPhone Refresh Project Instructor

• Manually updated and tested over 2800 Apple IPhone 6s, IPhone 6s Plus, IPad Air, IPad Mini and IPad 2
• Instructed users on iOS 7 features and the difference between the prior versions
• Instructed users on how to perform iCloud back-ups, connect to local Wi-Fi networks, set up general functions such as calendar, voicemail, languages, phone book, and passwords, touch ID, blue tooth, notifications, weather and how to preserve battery
• Trained users on fingerprint identification and how to prioritize between important applications
• Assisted with email setup via Gmail, Outlook, Yahoo and Exchange
• Personalized devices such as font size, screen brightness and minimalizing clutter
• Recommended essential applications to improve IPhone experience

Confidential

Deployment Technician/Special Projects

• Remitted, downloaded and installed software and computer peripherals for over 2k devices
• Updated and maintained computer accountability sheets to locate workstations and servers that have inventory, deployment, patching or other issues, and then used provided scripts and tools to troubleshoot and resolve the issue in a timely manner
• Utilized device handheld known as dolphin to check out/in computer peripherals
• Trained users on complex technological software and operating systems on a daily basis
• Documented deliveries/tickets using TADD ticketing system on a daily basis
• Developed and maintained configurations of standard OS for personal computing systems, including technology evaluation, selection, testing, and reporting
• Assisted with developing user-tutorials on software, hardware, and applications
• Assisted with user acceptance and testing of new software releases

Confidential - Washington, D.C.

Desk side support for 100+ District of Columbia Public Schools (Internship)

• Tested, imaged, scripted, and clean PCs and MACs, laptops and other related hardware for 200+ faculty and students daily
• Ensured all tickets requiring follow-up work and/or calls are resolved in a timely manner
• Documented changes made during the resolution of customer issues
• Participated as part of cross-functional team for on-going customer projects
• Assigned IP addresses to network printers
• Documented all issues and generate reports detailing error trends
• Assisted with special projects as assigned

Confidential - Washington, D.C.

Athlete/Staff Member

• Provided superb customer service by ensuring all customer needs were met in a timely manner
• Tracked and resolved issues with cash registers
• Supported and maintained premium visual merchandising standards consistently throughout the day
• Kept a running knowledge of store products and informed customers of new items arriving in the future
• Restocked items at the end of each shift with appropriate signage
• Took initiative to find other tasks when scheduled duties were completed