PROFILE SUMMARY:

Highly skilled in installing, repairing, maintenance and troubleshooting computer hardware and peripherals. Works well independently, or in a group setting providing all facets of computer support. Working knowledge of networking devices and printers. Knowledge and understanding of numerous software packages and operating systems. Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results. Excellent analytical and problem - solving skills.

KNOWLEDGEABLE AREAS:

• Office 365
• Virus/spyware removal
• Desktop/Laptop repair
• Service Now Ticketing
• Multiple application support
• Operating system installation
• TCP/IP
• Testing Applications
• Documents preparation
• Application testing
• SharePoint 2010/2013/2016
• Windows Server 2008/2012
• Ports and Protocols
• Remedy ticketing system
• System restoration
• Windows XP/7 Migration
• Windows 8-10 Migration
• System Backups
• Spiceworks ticketing systems
• Windows OS troubleshooting
• Active Directory
• Switches/routers
• Hardware Installation
• Linux/Unix

EXPERIENCE:

Confidential, Washington, DC

Help Desk

Responsibilities:

• Provided high level Customer support for Government and contractor personnel.
• Assisted with the daily activities of configuration and operation of systems which may be mainframe, mini, or client/server based.
• Assisted with the optimizing of system operation and resource utilization, and perform system capacity analysis and planning.
• Provided assistance to users in accessing and using business systems.
• Set up workstations with laptops and necessary peripheral devices (monitors, printers, phones etc.)
• Configured/imaged hardware and installing and configure software and drivers.
• Maintained and repaired technological equipment (e.g. routers) or peripheral devices.
• Installed LAN/WAN and other networks and manage components (servers, IPs etc.)
• Maintained networks in ways that optimize performance.
• Ensured security and privacy of networks and computer systems.
• Maintained records/logs of repairs and fixes and maintenance schedule

Confidential, Sterling, VA

Amazon Data Center Technician

Responsibilities:

• Provided basic racking and installation of physical IT infrastructure equipment within the data center including Network, Telecommunications, Servers and Storage.
• Understood the client’s network and design, so that the server, network and storage installations could be completed successfully.
• Participated in deployment and release activities for all data center implementations.
• Provided tier I support for storage systems infrastructure.
• Assisted in data network problem detection efforts.
• Submitted change controls, managing problem tickets, while scheduling insulation and repairs.

Confidential, Rockville, Maryland

Help Desk Support Technician

Responsibilities:

• Provided technical support and troubleshooting to network, desktop, and/or systems hardware and software.
• Screened, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
• Installed, configures, and upgrades computer hardware and software.
• Provided end-user software troubleshooting and support.
• Applied advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Provided troubleshooting and support.
• Participated in the administration of e-mail systems.
• Provided phone and help-desk support for local and off-site users.
• Provided guidance and work leadership to less-experienced technicians.
• Maintained current knowledge of relevant technologies as assigned
• Participated in special projects as required.

Confidential, Fort Belvoir, VA

Help Desk Support Technician

Responsibilities:

• Received customer IT queries by multiple methods (phone, self-service, etc.)
• Provided the necessary information in the ticket in the event the ticket is passed to another solver group.
• Triaged and troubleshoot tickets submitted.
• Changed and reset passwords on all enclaves.
• Provided desktop software application assistance and installation.
• Resolved trouble tickets while interacting with the user, First Call resolution (FCR) or escalate to other support entities.
• Accessed the end-users desktop to provide support.
• Provided customers with status of the ticket and serve as primary support.
• Gave guidance to customers to resolve their issue and prevent recurrences of the issue to the best extent possible.
• Provided expert technical support to customers having varying levels of computing skills.
• Provided detailed diagnostic summary for the next tier level support.
• Wrote comprehensive diagnostic details in tickets after troubleshooting and triage activities.

Confidential, Fairfax, VA

Network Engineer /Copier Technician

Responsibilities:

• Repaired and performed preventative maintenance on black & white and color digital copiers, faxes, printers and scanners. While focusing on productivity objectives.
• Troubleshoot network printing and network scanning capabilities of digital multifunctional equipment.
• Replaced toner in Confidential ’s when required.

Confidential, Ashburn, VA

Data Center Technician

Responsibilities:

• Was responsible for complex operations, maintenance, troubleshooting and repair of electrical, mechanical systems and components to support complex data center infrastructure.
• Provided onsite technical support for new provisioning deployments, break-fix for production systems.
• Serviced existing systems through racking/cabling/troubleshooting of servers, net devices.
• Provided hands on support to remote teams and customers, support shipping and receiving of hardware, asset audits and other data center support needs as they are assigned.
• Pulled and labeled fiber and copper cables.
• Terminated and tested RJ45 cat5 and cat6 jacks.
• Fusion Fiber splicing and installation.

Confidential, Alexandria, VA

Business Systems Technician

Responsibilities:

• Successfully managed and serviced assigned customer territories (Fairfax Government).
• Serviced Ricoh, Konica Minolta, Samsung, and Panasonic.
• Trained end users.
• Performed essential duties required to trouble shoot and prepare new office equipment for installation at customer locations.
• Responded to emails for customers seeking help.
• Conducted preventative maintenance services on customer’s office equipment; troubleshot failures and made necessary repairs.
• Effectively tracked and managed equipment parts inventory to ensure adequate levels exist.
• Replaced toner in Confidential ’s when required.
• Worked closely with company dispatch personnel to gain information regarding customer service calls.
• Maintained tools and tested equipment to ensure they are in service-ready condition.
• Maintained up to date service publications on issued laptop.
• Set up networks, verified and adjusted IP addresses
• Responded to service calls for our clients in a designated territory (Federal Government).
• Completed mechanical repairs and performed preventive maintenance.
• Set up and tested networks by assigning, adjusting, and verifying IP addresses.
• Managed inventory and assisted with logistics.
• Provided exceptional customer service.

Confidential, Arlington, VA

Copier/Business Systems Technician

Responsibilities:

• Installed and tested computers and peripherals government buildings for users.
• Serviced Savin, Panasonic, and Samsung copiers/printers.
• Recorded inventory.
• Replaced toner in Confidential ’s when required
• Performed network moves in government institutes.
• Installed VTC equipment such as Tandberg and Polycom.
• Installed, modified, and repaired, computer hardware and software.
• Cleaned up computers.
• Ran diagnostic programs to resolve problems.
• Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Followed up with customers to ensure issue has been resolved.
• Gained feedback from customers about computer usage.
• Ran reports to determine malfunctions that continue to occur.

Confidential, Alexandria, VA

Installation and Maintenance Technician

Responsibilities:

• Provided excellent customer service to subscribers.
• Installed optical network terminals at the homes and businesses to provide them with Confidential ’s fiber optic service.
• Troubleshoot issues with the network at the central office, distribution hub, terminals on the poles and underground, and at the subscriber’s premise.
• Educated subscriber to proper usage of advanced multimedia equipment.
• Performed maintenance on the original copper network to assure clear telephone reception.
• Performed installations and maintenance on advanced A/V, data, and VOIP systems at residential and commercial locations.
• Installed and performed maintenance on projectors, LCDs, and smart boards.
• Installed PBX systems (Avaya, Cisco, and Nortel)