SUMMARY:

My goal is to obtain a challenging position with opportunity and growth, utilizing my knowledge and technical skills

SKILL:

• Router configuration
• Firewall configuration
• TCP/IP configuration
• Port forwarding
• Circuit testing and troubleshooting
• Java
• Cofee Anywhere vRepair
• Go To Assist by Citrix
• Cisco Jabber chat
• Sametime
• Adobe X iVAPP
• CPE manager
• Remedy
• SCCM
• McAfee ePO
• ADManager Plus
• DTI Express
• VDI Express
• BAAIS
• AAIS
• Experienced knowledge with Windows 7, 8.1, 10 & MAC
• Tier I/Tier II Support
• Hardware and software installation and troubleshooting
• McAfee
• Norton security
• Symantec
• Proficient in Microsoft Office Suite
• Solid ability to maintain, inspect and repair hardware
• Mobile phone support (Android, iPhones)
• Active Directory

EXPERIENCE:

Confidential, Washington, DC

Deskside Support Technician

Responsibilities:

• Provide support for existing IT systems
• Provide support for the systems that update, enhance, or replace existing IT systems
• Respond to incidents through ticketing system
• Used troubleshooting and problem - solving skills to resolve user’s pc hardware and software related issues
• Record the description, serial number, customer name, barcode, vendor information, and location of all deployed/received equipment in Remedy or other asset tracking system
• Swap out existing and/or install new desktop/laptops at designated employee office area locations including ensuring employees have required equipment at time of arrival.
• Ensure that equipment from unassigned workstations are removed from the floor and placed back into inventory
• Backing-up/moving files on existing workstations to be replaced and/or reconfigured
• Scheduling installs and relocations
• De-installation and relocation of equipment
• Data connectivity testing
• Computer imaging

Confidential, Silver Spring, MD

Fiber Customer Support Analyst

Responsibilities:

• Actively listened to customers and built customer relationships
• Used my communication skills to resolve customer’s concerns related to service activation, changes and trouble reports for all voice service features, data service, PC configuration, home router configuration and email/internet applications.
• Used troubleshooting and problem-solving skills to come up with solutions for home network equipment and home jack and wiring support.
• Analyzed and isolated trouble conditions
• Dispatched trouble reports and service orders to outside installation and repair field techs
• Maintained service order and trouble report status in various databases
• Negotiated dates, times and access arrangements to resolve customer service order fallout and trouble reports

Internal Help Desk

Confidential

Responsibilities:

• Provided Tier I/Tier II support
• Analyzed individual customer circuits for network failure
• Assisted other agents with troubleshooting
• Handled escalations and resolved complex issues
• Closed trouble tickets from ticket pool

Fiber Customer Support Analyst

Confidential

Responsibilities:

• Answered incoming calls from customers with order inquiry and/or trouble reports
• Provided customers with service activation support
• Supported for router configuration, PC configuration and/or email/internet client
• Created trouble reports and provided customers with trouble status
• Performed analysis and isolation of trouble conditions
• Provided trouble resolution and closeout when possible otherwise dispatch or escalate

Confidential, District Heights, MD

Biomedical Technician

Responsibilities:

• Ensured the safe, professional delivery of dialysis services
• Maintained, repaired, and inspected all dialysis, water treatment, ancillary, and reuse equipment in outpatient clinics
• Installed, calibrated, adjusted, repaired, and performed preventive maintenance on equipment
• Replaced equipment that could not be repaired
• Educated and trained teammates on policies and procedures when using medical equipment
• Communicated with teammates and management to ensure solutions and proper follow-ups were conducted
• Maintained detailed and precise records of all maintenance and repair work performed
• Maintained equipment inventory for warranties and repairs
• Assisted in budget planning for scheduled preventative maintenance

Confidential, Washington, DC

Teller

Responsibilities:

• Assisted members in performing various business transactions including:
• Deposits, withdrawals, check cashing, revolving credit loan advances, loan payments, money order purchases, and official checks
• Processed member transactions efficiently
• Responded to limited, brief member inquiries
• Performed daily cash settlement without differences in cash and checks
• Correctly documented entries on all logs
• Performed data verification

Confidential, Bethesda, MD

Security Officer

Responsibilities:

• Observed and reported suspicious activity to prevent and deter crime
• Enforced company rules
• Protected lives and company assets
• Followed Post protocols

Confidential, Washington, DC

Currency Room Teller

Responsibilities:

• Processed commercial cash and checked deposits
• Processed inbound and outbound bank shipments
• Prepared cash orders for commercial bank customers
• Prepared ATM replenishments
• Processed and balanced inbound ATM residual cash
• Maintained and balanced vault inventory
• Escorted armor car vehicles in and out of bays
• Checked in shipments from trucks