PROFILE:

Telecommunications/Information Technology professional with experience and knowledge in network support, phone, telephony, data broadband internet technologies, and computer networking. Willing to take on a challenge and obtain new skills, while possessing the initiative and professionalism required to successfully complete any task.

PROFESSIONAL EXPERIENCE AND WORK HISTORY:

Confidential, Crystal City, VA

IT Specialist / Imaging Lead

Responsibilities:

• Maintain and administer computer networks and related computing environments including computer hardware, systems software, application software, and all configurations.
• Performed Windows 10 migration for over 1500 local and remote user’s for the F - 35 program.
• Created, added, unlocked and reset user and machines accounts in Active Directory.
• Configure and maintain computing infrastructure.
• Resolve various technical problems ranging from PC’s, hardware, software, network printers, LAN/WAN.
• Knowledge of SCCM and BMC Client.
• Provided phone and remote support to end-users.
• Provide advance technical support for the service desk team when issues are out of their experience and job scope.
• Imaged, configured and updated desktops and laptops to customer standards.
• Installed, tested and troubleshot local and network printers.
• Resolved related software and hardware issues.
• Repair Damage equipment and upgrade computers.
• Provided server account management and client connectivity support.
• Excellent verbal and written communication, interpersonal and customer service skills.

Confidential, Washington, DC

Windows 10 Deployment Technician

Responsibilities:

• Deploy Windows 10 desktops, surface pro tablets, and laptops for Confidential and Confidential end users, and recommend and implement corrective solutions, including onsite repair for remote users as needed.
• Provide first and second level support for windows 10 migrations.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service.
• Knowledge and experience with Active Directory and Bitlocker.
• Access the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, hard drives, RAM, memory chips, CD-ROMs, and so on.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment.
• Administer and resolve issues with Windows 10 migrated end-user workstations networking software products.
• Receive and respond to incoming calls, and/or e-mails regarding desktop problems via the assignment of trouble tickets.
• Knowledge of VDI and Citrix.
• Document accurately instances of desktop equipment or component failure, repair, installation, and removal.
• Accurately document and update all assigned trouble tickets.

Confidential, Alexandria, VA

FIOS Telecommunications Technician

Responsibilities:

• Receive work assignments and trouble tickets from designated employees or via tablets
• Install, rearrange, and maintain cabling and wiring systems
• Troubleshot LAN and WAN hardware components.
• Fulfill all service request for data, voice and video services
• Dedicated customer service representative motivated to maintain customer satisfaction and contribute to Confidential ’s success. As well as, promptly respond to general inquiries from customers and staff via telephone and email
• Rearrange, reconnect and splice fiber optic wiring at pole, underground or building terminals
• Perform necessary work to connect, disconnect, test, repair and maintain various types of company and customer provided telephones and equipment
• Configure customers' computer and equipment modems, routers and communicate with Confidential customers to resolve service issues
• Perform diagnostic tests on integrated circuit equipment to determine trouble.
• Interpret service orders and circuit diagrams
• Communicating frequently with customers on matters dealing with service, planning, billing, and company policy
• Works and travels alone between work locations by driving Company vehicles with little or no direct supervision
• Arrange work load and dealing directly with the appropriate center
• Identify and meet individual customer requirements on installation and/or repair contacts

Confidential, Washington, DC

Hardware Field Technician

Responsibilities:

• Provided onsite technical support and repairs of cash management PC equipment
• Utilized the company’s vehicle to transport to various locations as directed
• Safeguarded FireKing’s rigorous application of information security assurance policies, principles, and practices in the distribution of all IT services
• Delivered detailed documentation of troubleshooting, repairs performed, parts used and current status of equipment
• Offered technical leadership and to employees on group projects and evaluate the feasibility of implementing new technologies with current environment’s
• Primary liaison and to provide pertinent information to internal, and external organization
• Installed hardware and peripheral components such as modems, routers, switches, monitors, keyboards, printers
• Trained customers on proper use of equipment
• Kept records of service requests and complaints
• Initiated orders for replacement parts and/ or for correcting errors
• Handled irate customers in a professional manner
• Offered timely feedback to the company regarding service failures or customer concerns.

Confidential, Alexandria, VA

IT/Telecommunications Support Technician

Responsibilities:

• Installed and maintaining data and voice communications equipment
• Assisted in creating new user accounts and resetting passwords using Active Directory.
• Installed hardware and peripheral components such as modems, routers, switches, monitors, keyboards, printers, and disk drives at user workstations
• Relocated and install data and voice lines and telecommunications equipment such as phone systems and wireless and wired routers
• Performed moves, adds, and changes using the 8*8 VoIP Account Call Manager
• Tested new and/or upgraded telecommunication equipment

Confidential, Millersville, MD

Fiber Cable Technician

Responsibilities:

• Installed and maintain data and voice for Confidential and Confidential equipment
• Basic understanding and analysis of network flows and OSI model
• Hands on working experience with switches, and routers.
• Knowledge of routing protocols
• Knowledge of LAN/WAN hardware components (routers, switches, hubs)
• Pulled, installed and labeled fiber optic lines to military office unit suites
• Installing Tellabs Optical Network Terminal (ONTS)
• Terminated CAT 5 and CAT 6 Network Cables and Jacks
• Pulled Fiber optic cables and punch down CAT 5 and 6 onto Patch Panels
• Installed and maintained various kinds of drop wire, ground wire, network interfaces, terminating devices, converters, splitters, antenna systems, inside wire, and patch panels

Confidential, Glendale, MD

Field Technician

Responsibilities:

• Performed service calls to a variety of surrounding areas
• Serviced copper cable for residential and commercial customers in an outside and inside plant type environment
• Installed and pulled CAT 3
• Terminated Cat 5 cables on a daily basis
• Serviced Confidential ’s data lines in various environments

Confidential, Springfield, VA

Commercial Telecommunications Technician

Responsibilities:

• Repaired PCs, laptops, printers and installing and replacing peripheral equipment hardware and software on Windows XP.
• Knowledge of using Active Directory creating user accounts and resetting passwords
• Knowledge of using Remedy for work order support tool
• Imaged workstations using Symantec Ghost for new and existing staff members.
• Provided telephone-based and in-person support for troubleshooting and resolving technical issues
• Installed, tested, troubleshoot, and maintain of VOIP telephony, high speed data, and A/V equipment and cable technologies for residential and commercial buildings
• Designed, develop, monitor, coordinate, and conduct a variety of technical evaluations on a wide-range of voice and data communication systems and networks
• Carried out all phases of installation, troubleshooting, repair, redesigning, and maintenance, perform quality assurance, and operational testing of telecommunication systems
• Trained new employees on all products and seasoned employees on new techniques and cross-functional skills.
• Troubleshoot network hardware to isolate and determine solutions for a range of communication equipment or service failures using test equipment and monitoring or diagnostic tools