SUMMARY:

• To use my skills, experience and to challenge myself with new elements of IT; ultimately to continue to raise myself above current tier level
• Have my personal goals become achieved
• Maintain balance between my work and personal life.

TECHNICAL EXPERIENCE:

Confidential, Philadelphia, PA

IT Support Analyst

Responsibilities:

• On - site-support/helpdesk: working with end users with technical issues
• Break Fix: HP/replace hardware
• Imaging: Smart deploy
• AD: Reset passwords/unlock account
• Exchange: Outlook 2010/2nd exchange: reset passwords/delegation/Create email groups/re-create outlook loal client profile
• Citrix vm/vpn/Desk phones (reset VM pin)/Jabber/Director (Windows desktop pool)
• Airwatch: Clear passcode/Inventory reports
• Apple Ipads/Iphones/Troubleshoot
• Printers/copiers: 1st level of break fixes (Xerox/HP)/Setup
• Network: IP address/DNS/DHCP/ping/trace route
• Create Documents: Instructional

Confidential, Philadelphia, PA

IT Support Analyst

Responsibilities:

• Administering HD Tickets to the correct department and/or resolving with via remote (bomgar)/Phone sessions
• On-site-support: working with end users with technical issues
• Windows 7 and 10
• Ghost/SCCM/inventory
• Work with software and website resources
• MS Office 10/13/16
• Skype for business
• AD: enable/disable accounts, reset PW, added certain resources to members of profile/lock-unlock accounts
• Virus: Malwarebytes/Micro trend- scan/quarantine/remove
• Problem solving: Think out of the box/research/connect with team member
• Network printers (Ricoh)/connect/trouble shoot before Ricoh Technician
• Drive Mapping
• Laptops/Desktops/Double monitor/Docking station/station setup

Confidential, Philadelphia, PA

Technical Support Engineer

Responsibilities:

• Received by Email (Ticketing)
• Provide technical support to Confidential
• Professional/personable/excellent communication skills
• Respond with sense of urgency/prioritize/remote connect/email/phone/one-on-one/create and submit tech reports
• Technical Resolve: with experience/research/think out of the box/team/manufacture Tech support/basic order of trouble shoot
• Break fix: replace hardware/reseat
• Image deployment-Push: Network/ghost/create implement specific software for Confidential /all updates/Change Device name/join to domain
• IP addressing (DHCP: scope/renew/release)/static/dynamic)
• Network copiers/local printers: print queue/print spooler (stop/start)
• Network equipment: punch down/switches/cables: cat5-cat6
• Mail Exchange: server (cloud: office 365)/local outlook
• RDP
• W7/W10/OS X
• Assist rollouts of workstations: plan/configure/assemble/wire management (new offices/student labs/laptop carts)
• Miscellaneous: software /browsers (compatibility/extensions)

Confidential, Mount Laurel, NJ

Client Services

Responsibilities:

• Ticketing (Footprint): respond and resolve quick/efficiently by remote (asset Core)/call sessions or on premises
• Inventory CMDB (footprints)
• Provide technical support to Confidential
• Professional/personable/excellent communication skills
• Respond with sense of urgency/prioritize/remote connect/email/phone/one-on-one/create and submit tech reports
• Technical Resolve: with experience/research/think out of the box/team/manufacture Tech support/basic order of trouble shoot
• Break fix: replace hardware/reseat
• Image deployment-Push: Network/ghost/create implement specific software for Confidential /all updates/Change Device name/join to domain
• Network:
• IP addressing (DHCP: scope/renew/release)/static/dynamic)
• Network copiers/local printers: print queue/print spooler (stop/start)
• Network equipment: punch down/switches/cables: cat5-cat6
• Mail Exchange: server (cloud: office 365)/local outlook
• RDP
• W7/W10/OS X
• Assist rollouts of workstations: plan/configure/assemble/wire management (new offices/student labs/laptop carts)
• Miscellaneous: software /browsers (compatibility/extensions)

Confidential, Richmond, VA

Technology Associate

Responsibilities:

• Ticketing (Spice works): respond and resolve quick/efficiently by remote sessions or on premises
• Provide technical support to Confidential
• Professional/personable/excellent communication skills
• Respond with sense of urgency/prioritize/remote connect/email/phone/one-on-one/create and submit tech reports
• Technical Resolve: with experience/research/think out of the box/team/manufacture Tech support/basic order of trouble shoot
• Break fix: replace hardware/reseat
• Image deployment-Push: Network/ghost/create implement specific software for Confidential /all updates/Change Device name/join to domain
• Network:
• IP addressing (DHCP: scope/renew/release)/static/dynamic)
• AD: (add/remove/password/disable/network drive
• Network copiers/local printers: print queue/print spooler (stop/start)
• Network equipment: punch down/switches/cables: cat5-cat6
• Mail Exchange: server (cloud: office 365)/local outlook
• RDP
• OS: W7/W10/OS X
• Assist rollouts of workstations: plan/configure/assemble/wire management (new offices/student labs/laptop carts)
• Miscellaneous: software /browsers (compatibility/extensions)

Confidential, Philadelphia, PA

Technology Associate

Responsibilities:

• Ticketing (Spice works)
• Provide technical support to Confidential
• Professional/personable/excellent communication skills
• Respond with sense of urgency/prioritize/remote connect/email/phone/one-on-one/create and submit tech reports
• Technical Resolve: with experience/research/think out of the box/team/manufacture Tech support/basic order of trouble shoot
• Break fix: replace hardware/reseat
• Image deployment-Push: Network/ghost/create implement specific software for Confidential /all updates/Change Device name/join to domain
• Network:
• IP addressing (DHCP: scope/renew/release)/static/dynamic)
• AD: (add/remove/password/disable/network drive
• Network copiers/local printers: print queue/print spooler (stop/start)
• Network equipment: punch down/switches/cables: cat5-cat6 server (cloud: office 365)/local outlook
• RDP
• W7/W10/OS X
• Assist rollouts of workstations: plan/configure/assemble/wire management (new offices/student labs/laptop carts)
• Miscellaneous: software /browsers (compatibility/extensions)

Confidential, Philadelphia, PA

Repair / Refurbish Technician

Responsibilities:

• Running diagnostic utilities on PC hardware components; Exchange and test replaced hardware components for proper functionality; Ensure repaired PC is checked and passes quality assurance check list
• Reimaging repaired PCs and testing proper software functionality
• Built a PC image from scratch; Used raw Windows 7 image, added select Confidential configurations, created Batch & Answer file; Deployed image to the network servers using IMageX and GImageX
• Provided research assistance for issues that would ultimately lead to better operational functionality
• Project work included inventory of existing PC hardware components, categorizing hardware components and other products, restructured network cable layout, organized Point-of-Sale area of the Computer Store
• Assist with teaching a Computer Basics class that is held weekly for beginner users of PCs