OBJECTIVE:

A position in Technical or Administration Support requiring innovative, challenging, employment that will utilize my, creative ability and strong hardware/software troubleshooting and customer service skills.

EXPERIENCE SUMMARY:

• A mid level Support Technician with 18 years of professional experience in desktop support experience, help desk support, programming, network, remote, hardware, software installation and support.
• Experience with Help Desk Ticketing systems Remedy, Heat, CPSS and CAPRS.
• Worked with UNIX, SQL Server and Microsoft Server 2003.
• End - User Support skills include, completing service calls, network and desktop troubleshooting, and software upgrades. Infrastructure and Network Services include Cisco networking hardware and LAN/WAN technologies configuration, installation, testing, analysis and upgrading of network equipment and services.
• Experienced in Wireless technologies. 802.11 Routers.
• Bilingual in Spanish.
• Worked with SharePoint 2007 and 2010.

WORK EXPERIENCE:

Confidential, Woodlawn, MD

Technical Support Help Desk Specialist

Responsibilities:

• Answered inquiries and helped troubleshoot hardware or software issues, and solved technical problems.
• Provided daily on-site phone support for SSA and SSA contractors.
• Provided help desk and network support.

Confidential, Sparks, MD

Desktop Support Analyst

Responsibilities:

• Remotely and in person answered inquiries and helped troubleshoot hardware or software issues, and solved technical problems.
• Administer and troubleshoot Active Directory (AD) user accounts
• Administer and troubleshoot Microsoft Exchange email accounts.

Confidential, Annapolis, MD

Technical Support Analyst

Responsibilities:

• Remotely and in person answered inquiries and helped troubleshoot hardware or software issues, and solved technical problems.
• Administer and troubleshoot Active Directory (AD) user accounts
• Administer and troubleshoot Microsoft Exchange email accounts.

Confidential, Baltimore, MD

Desktop Support PC Technician

Responsibilities:

• Answered inquiries and helped troubleshoot hardware or software issues, and solved technical problems.
• Provided daily on-site phone support for Confidential employees and contractors.
• Install, configure, and troubleshoot desktop and network resources

Confidential, Windsor Mill, MD

Technical Support Help Desk Specialist

Responsibilities:

• Answered inquiries and helped troubleshoot hardware or software issues, and solved technical problems.
• Provided daily on-site phone support for CMS and CMS contractors.
• Provided help desk and network support to approximately 1,000 local users, and 5,000 users in remote regions

Confidential, Woodlawn, MD

IT Multimedia Support Engineer

Responsibilities:

• Ensured that network, software and hardware problems are resolved in a timely manner for Social Security Administration.
• Provided desktop and network support to approximately 1000 local users , and 5000 remote users.
• Supported all problems using CAPRS ticketing system pertaining to the LAN and the workstations associated within it.
• Performed on mutli-functional teams while installing/upgrading and integrating products for city, state and federal customers to create multi-functional, multi-service networks that integrate voice, video, and data.
• Worked with Windows Server 2003 and 2008.

Confidential, Tyson Corner, VA

Network Support Engineer

Responsibilities:

• Ensured that infrastructure and migration problems are resolved in a timely manner, such as network connectivity issues, pc user related problems, and desktop support concerns.
• Provided desktop and network support to approximately 1000 local users , and 5000 remote users.
• Performed Windows 7 Migration Installation and support on multiple platforms such as Dell, IBM, HP and HP Extreme.

Confidential, Sparks, MD

Systems Support Specialist

Responsibilities:

• Provided desktop and network support to approximately 500 local users, and 1000 remote users.
• Performed hardware repairs on multiple platforms.
• Ensured that infrastructure problems are resolved in a timely manner, such as network connectivity issues, printer problems, and desktop support errors.

Confidential, Baltimore, MD

Desktop Support Technician

Responsibilities:

• Responsible for the setup of email accounts, and changed user profiles with MS Outlook 2010
• Helped support multiple clients upon different network environments, such as XP, Windows Server 2008, and Vista and Windows 7 through the use of Active Directory, Altiris and HP Extreme .

Confidential, Linthicum, MD

Technical Support Engineer

Responsibilities:

• Helped support multiple clients upon different network environments, such as XP Windows Server 2008, and Vista through the use of Active Directory HP Extreme .
• Provided videoconferencing support (facilitation and setup, ISDN connectivity)
• Worked with Cisco TAC and/or ISP provider in troubleshooting network problems and outages.
• Worked with the Network Sever team to build, set up and support servers for the entire company.
• Supported, monitored, tested and solved hardware/software problems both locally and remotely.

Confidential, Annapolis, MD

Network Administrator

Responsibilities:

• Provided wireless network support to approximately 1,000 local users , and 5,000 remote users
• Performed installation and configuration of Wireless Confidential
• Provided videoconferencing support (facilitation and setup, ISDN connectivity)
• Supported the Executive staffs’ wireless devices, such as Palm Pilot’s, Pocket PC’s.

Confidential, Beltsville, MD

Systems Migration Specialist

Responsibilities:

• Provided desktop and network support to approximately 1,000 local users , and 5,000 remote users
• Installed DELL desktops to the LAN/WAN and configured all software to meet user specifications.

Confidential, Baltimore, MD

I.T. Support Technician

Responsibilities:

• Responsible for the maintenance and support of various servers. Windows Server 2008
• Provided desktop and network support to entire hospital.