PROFILE:

• A motivated, enthusiastic and customer oriented information technology professional with advanced skills in the management of technical support operations
• Customer focused and results driven
• Ability to work alone or as a team - player contingent upon the requirements of the project or task
• Strategically identifies technical issues to determine the most appropriate resolution
• Functional knowledge of system networks and operation systems
• Excellent written and verbal communication skills

SYSTEMS/SOFTWARE: (ADVANCED SKILLS):

• Advance knowledge of Windows 7, 8.1 and 10
• Advance knowledge of Microsoft Word, Outlook 20
• Advance knowledge of Help Star 2010
• Advance knowledge with working with PC’s, Laptops, and WOW (Computer on wheels) Cell Phones and Desk Phones.
• Security Management Active Directory Windows Server 2008/2012 Microsoft Exchange - Ports Protocols and TCP/IP Windows XP/Vista/7/8/8.1/10 MS Office 2007/2010/2013/2016 IE7/8/9/10/11 Google Chrome Firefox Networking Printers Office 365 Cabling VoIP Remote Support Virtual Machine

EXPERIENCE:

Confidential, Washington, DC

Help Desk Analyst

Responsibilities:

• Establishing connectivity for audio/video presentations, mapping network drive and issuing end user access, initializing user account and electronic mail (e-mail) access through active directory and exchange server, terminating user access, configuring system for remote access accounts, performing various troubleshooting techniques to resolve system issues via VNC or RDP, biometrically enrolling end users in Kronos™ time clocks and resetting Kronos™ time clocks, re-imagining Pcs through Confidential, installation of programs and software
• Replacing hard drives, setting up workstations configuration of end users’ desktop and wireless devices, archiving emails in Microsoft Outlook and granting shared calendar access, use of Meditech to reset passwords and entering and editing devices, coping user profile data, installation of 3M application, troubleshooting desktop application issues, installing and updated users browser, setting up tracker boards, troubleshooting Mitel desk phones, installing and troubleshooting printers
• Setting up mobile devices ( iPhones and Android devices, and Working in Help Star ticketing system
• Assigning TCP/IP to end users workstation and troubleshooting network related issues.

Confidential, Washington, DC

Tier 1 and 2 support Analyst

Responsibilities:

• Providing project support in the deployment, connects, disconnects and moves of IT hardware and systems, creates and maintains case management records of daily problems and remedial actions taken or installation activities, monitors and updates the status of IT service requests within the IT service management system, diagnose, troubleshoot, and solve printer issues, and troubleshooting issues within Confidential and Webex, active directory - account creation, password resets, group policies and resolving tickets through Servus Now ticketing system.

Confidential, Washington, DC

Tier 2 support

Responsibilities:

• Responsible for working with the Tier 2 technicians that provide desktop for all supported agency sites and District Schools, imaging machines, setting up accounts, installing software, etc. for Dell and MAC computers, solving any technical issues throughout schoolsPreparing laptops for Confidential assessment, and resolving tickets through Remedy ticketing system.

Confidential, Washington, DC

Tier 1 Support

Responsibilities:

• Install software, modify and repair hardware and resolve technical issues, provide base level IT support to 700 non-technical personnel, display courtesy and strong interpersonal skills with all customer interactions, develop quick guides to assist end-users with challenging software application features, manage Windows 8 and Windows 7 workstations, ensure that Remedy/Spiceworks tickets are resolved and completed to the client’s satisfaction, active directory
• Account creation, Password resets, Group policies, develop client SharePoint Foundation 2010 sites and provide support as needed, apply solution by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system, PC refresh and migration XP to Windows 7 and 8 8.1, process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging, fax and desk side, provide initial troubleshooting of problems including root cause analysis for desktop, laptop and printers (local/network) perform administrative tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines.

Confidential

Stockroom Supervisor

Responsibilities:

• Greeted and directed customers, ordered shipment and cross-d manifest on deliveries, offered advice to buyers regarding products and services, addressed customer queries and concerns, drafted sales contracts, processed point of sale transactions, maintained an accurate account of sales records to maintain inventory control, perform oversight for shipping and receiving, and facilitated receipt of inbound freight.