SUMMARY:

Senior Technical Support Professional with 15+ years of progressively responsible experience serving private sector, contractors, government agencies and medical clients in desktop support, phone support, hardware and software installations, lanwan, blackberry, iPhone, iPad, android, audio/visual, deployments and upgrades. Strong customer service skills, capacity, and proven ability to adapt quickly to new technical and managerial

SKILL:

• MS Windows XP, 7, 8, 10 MS Office 2007, 2010,2013, 2016
• MS Exchange MS SCCM
• MS Group Policy MS Active Directory
• MS Server 2003, 2008, 2012 Linux (OpenSuse, Fedora, UbuntuSlackware and FreeBSD )
• MAC OS iOS
• Android Lotus Notes
• Norton Ghost Novell ZenWorks
• C i t r i x Cisco VPN, routers and switches
• SAP Cisco IP Phones
• Excellent Customer Service

EXPERIENCE:

Sr Desktop Support Technician

Confidential, Washington, DC

Responsibilities:

• Maintain accountability of all computer equipment.
• Image new computers (laptops and desktops) for deployment.
• Provide phone support for iPhone, Android and Blackberry devices.
• Assist with network support on Cisco routers, switches and wireless access points.
• Provide remote support via vpn tools to off - site and teleworkers.
• Provide Xerox, HP and Brother printer installations and support.
• Maintain room computers.
• Maintain laptops for CLEAR .
• Assist developers with testing of new software for deployment.
• Responsible for weekly tape backup on servers.
• Created local software repository server to install software.
• Install and configure Cisco Video Teleconference Equipment.
• Provide A/V support for conferences, seminars and summits.
• Configure MAC desktops and laptops for deployment.
• Coordinate disposal of equipment for eWaste with vendors.
• Provide one-on-one and group on new software and usage.
• Create images using Ghost software.

Sr Desktop Support Analyst

Confidential, Washington, DC

Responsibilities:

• Maintained accountability of all computer equipment.
• Imaged new computers (laptops and desktops) for deployment.
• Provided phone support for iPhone, Android and Blackberry devices.
• Assisted with network support on Cisco routers, switches and wireless access points.
• Provided remote support via vpn tools to off-site and teleworkers.
• Provided Xerox, HP and Brother printer installations and support.
• Maintained room computers.
• Maintained laptops for CLEAR .
• Assisted developers with testing of new software for deployment.
• Responsible for weekly tape backup on servers.
• Created local software repository server to install software.
• Installed and configured Cisco Video Teleconference Equipment.
• Provided A/V support for conferences, seminars and summits.
• Configured MAC desktops and laptops for deployment.
• Coordinated disposal of equipment for eWaste with vendors.
• Provided one-on-one and group on new software and usage.
• Created images using Ghost software.
• Provided Excellent Customer

Sr Desktop Support Analyst

Confidential, Washington, DC

Responsibilities:

• Installed new and moved existing desktop equipment.
• Installed COTS software to desktop equipment.
• Re-imaged desktop equipment using Altiris.
• Replaced faulty hard-drives in desktop equipment.
• Created user accounts using Active Directory.
• Assigned users to appropriate mail groups.
• Reset network passwords using Active Directory.
• Provided remote maintenance on end-user systems using Remote Desktop Connection.
• Troubleshoot configuration issues/conflicts on desktop equipment.
• Ensured network connectivity to desktop equipment.
• Instructed end-users on VPN access using Cisco VPN Client.
• Set up A/V equipment for Agency conference rooms.
• Installed and performed maintenance on Agency printers (network and stand- alone).
• Member of network team responsible for troubleshooting delays and outages.
• Point-of-Contact for outside maintenance contractors and work orders.
• Member of IT support team responsible for testing and evaluating new equipment and software.
• Install/configure MAC desktop computers.
• Install MAC OS X software.
• Configure MAC computers to LAN.
• Configure MS software to work on MAC

Desktop Support

Confidential, Washington, DC

Responsibilities:

• Provided in-person, telephone and e-mail desktop support to HQ staff of the
• Federal Equal Employment Opportunity Commission.
• Installed new and move existing desktop equipment.
• Installed COTS software to desktop equipment.
• Re-imaged desktop equipment using Symantec Ghost.
• Replaced faulty hard-drives in desktop equipment.
• Created user accounts on desktop equipment.
• Assigned users to appropriate mail groups and drop-box access in Novell
• GroupWise.
• Reset network passwords using Novell Zenworks Control Console.
• Provided remote maintenance on end-user systems using Novell Zenworks.
• Troubleshoot configuration issues/conflicts on desktop equipment.
• Ensured network connectivity to desktop equipment.
• Instruct end-users on VPN access using Cisco VPN Client.
• Set up A/V equipment for Agency conference rooms.
• Installed and perform maintenance on Agency printers (network and stand- alone).
• Instructed field technicians on troubleshooting procedures of Agency equipment.
• Member of network team responsible for troubleshooting delays and outages.
• Point-of-Contact for all outside maintenance contractors and work orders.
• Member of IT support team responsible for testing and evaluating new equipment and software.
• Provided MAC support for remote users.
• Installed MAC desktops to LAN.
• Configured MAC laptops for wireless connectivity.

Tier 2/3 Site Lead

Confidential, Washington, DC

Responsibilities:

• Provided laptop and Blackberry maintenance and support for bureau staff.
• Provided network support on Cisco routers and switches.
• Installed/configured required and ancillary software to customer pc's and laptops.
• Re-imaged Bureau pc's and laptops.
• Imaged pc's and laptops for deployment.
• Installed wireless air cards on customer laptops.
• Provided support to include setup and teardown for special events such as
• .IMF/World Bank Meeting, Presidential Debates, Election and Inauguration.
• Assisted Network Engineers with router and switch installation and configuration.
• Assisted developers with testing and roll out of new software.
• Performed daily, weekly and monthly backups on servers.
• Coordinated disposal of broken/outdated equipment.
• Installed/configured MAC desktop computers.
• Configured MAC laptops to work on wireless LAN.

Tier 1 Support Technician

Confidential, Washington, DC

Responsibilities:

• Remote administration of user PC's and laptops.
• Used Active Dictionary to reset user passwords and find computers in network.
• Provided remote connectivity via Citrix.
• Installed/configured Outlook.
• Instructed on document setup/format in iManage/MS Word.
• Scanned e-mail attachments using World Secure.
• Recovered lost documents using Desksite.
• Installed Printers.
• Resolved Deltaview issues.
• Installed ancillary software.
• Escalated tickets to appropriate service for resolution

Tier 2/3 Support

Confidential, Washington, DC

Responsibilities:

• Retrieved work assignments from Magic ticketing system software.
• Maintained computer servers, workstations, switches and routers for two (2) buildings of a major government agency.
• Responsible for installation of operating systems (Microsoft Windows XP, 2000 Professional).
• Set up new user accounts.
• Set up e-mail accounts.
• Utilized Microsoft SMS for remote workstations manipulations.
• Responsible for installation of local application software.
• Use Microsoft Active directory for all node/user transactions and manipulations.
• Installed workstations on network via Wins and DNS.
• Use TCP/IP Protocol for new or re-installation of nodes on to network.
• Ghosted (re-imaged) workstations as needed fro network images.
• Maintained two (2) labs.
• Set up audio visual equipment for labs.
• Installed new mother boards and memory.
• Assisted with new password assignment to include "walking" customer through.
• Installed local and network printers.
• Maintained hardware inventory.