SUMMARY:

I am Self - motiv ated, analytical, and cus tom er service oriented. I have a strong techni cal backg round with a solid h istory of delivering excellent hardware and tec hnical skills on desktops, laptops and PD As. I have expertise in supporting Confidential and IBM hardware. I have ov er 1 5 years of hardware experience and 5 years of helpdesk skills.

KEY AREAS OF EXPERTISE INCLUDE:

• Laptop Support Symantec Anti- V irus & McAfee Confidential Certified
• LAN/W AN Suppo rt W indows 7 /8/10 PC Configuration
• MS Of fice 2016 Network and desktop printers MS SCCM skills/qualifications
• Assist customers with the installation, configuration and ongoing support of desktop computers, peripheral equipment and software.
• Dedicated, persistent, follow-up, effective utilization of provided resources and unbeatable customer service.
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
• Ability to work well in a team environment and multitask.
• Have strong time-management and organizational skills as well as solid analytical and problem resolution abilities to identify and resolve service requests in a timely manner.
• Use IT Support Request system to document, prioritize, and track requests. f end user, perform light lifting 25lbs, other duties as assigned.
• Researching, learning, and evaluating new software and hardware.
• Documenting systems, processes and procedures.
• Maintaining inventory of equipment and supplies.
• Repairing/upgrading computers and software.
• Available 24/7 on-call rotation and weekend work.
• Possess over 5 years’ experience in a break/fix environment.
• Provide initial power on, testing, and preliminary debug support for systems.
• Install and setup workstations on network in Ethernet environment.
• Install and configure local and network printers, computer hardware: motherboards, memory, modems, NIC cards, hard drives, floppy drives, scanners and tape drives.
• Ability to remove and replace components on laptops and desktops.
• Microsoft Office Suite, WordPerfect Suite and other various word processing programs, spreadsheets, virus protection install and upgrades.
• Installation of end-user programs and applications.
• Network designs, build, and implement, installation and maintenance of Windows environment.
• Network installations, configurations, and maintenance for Windows clients.
• End user hardware/software support on Microsoft Windows server/workstation.
• Installed and maintained LAN printers.

EMPLOYMENT:

Desktop Support Technician

Confidential, Washington, DC

Responsibilities:

• Serve as the initial point of contact for resolution of desktop/laptop related problems in a 500+ customer enterprise.
• Respond to Service Desk calls, walk-ups, incidents and tasks, following in-house procedures and escalation processes utilizing our ticketing system.
• Provide support services to employees with technical problems and information technology issues including, but not limited to Microsoft products, Adobe products, VPN or mobile devices, involving desktop, laptop, communication devices or network services from local personnel or remote employees.
• Perform installations, configurations, upgrade tasks, basic repairs and troubleshoot laptop/desktop and workstations, resolve minor to major hardware, software and networking issues. Troubleshoot research, diagnose, document and resolve technical issues surrounding Microsoft Windows, MS Office applications, email, other special applications, VPN, internet connections and hardware/peripheral equipment.
• Responsible for timely resolution of problems or escalation on behalf of customer to appropriate support teams.
• Manage accounts and access requests for Active Directory & several SaaS applications.
• Maintain password security, data integrity and file system security for the corporate desktop environment.

Desktop Support Technician

Confidential, Reston, VA

Responsibilities:

• Responsible for being the IT administrator on-site supporting upwards of 250 users.
• Provided technical support both over the phone and desk-side.
• Also worked closely with the remote systems administrators and network administrators to resolve on-site server and networking issues.
• Hands-on experience with Active Directory, Windows and various hardware (computers, servers, peripherals).
• Responsible for imaging laptops/desktops using the Basic MS SCCM (Systems Center Configuration Manager).

Help Desk Technician

Confidential, Alexandria, VA

Responsibilities:

• Diagnosed hardware, software, printing and network connectivity issues including LAN, WAN and VPN access in a Windows 7 environment, offering a variety of solutions over the phone.
• Used remote control tools to assist customers when needed.
• Effectively translated complex, technical concepts into easy to understand language to assist non-technically oriented customers.
• Demonstrated a highly developed sense of integrity and commitment to customer satisfaction.

Field Service Representative

Confidential, Washington, DC

Responsibilities:

• Responsible for supporting continuous operation of computer and peripheral equipment on Confidential contract.
• Accountable for ensuring those peripherals operate correctly within a pre-defined environment.
• Ensures compliance with company technical and quality standards/procedures as well as the highest degree of customer satisfaction.
• Responsible for troubleshooting components and performing prompt repairs on workstations.
• Train clients in use of new or modified hardware.
• Monitors equipment to ensure system is operational and is in conformance with Confidential Computer Corporation.
• Evaluates system hardware for problems and finds the best possible solution to correct the problem.

Service Administrator

Confidential, Fairfax, Virginia

Responsibilities:

• Installed and configured client server, workstations, network operating system and associated application software.
• Responsible for troubleshooting components and performing prompt repairs on workstations.
• Help customers with troubleshooting in order to determine the specific nature of a technical malfunction.
• Train end users in the use of software and hardware applications.
• Setup, distribute, and support computer hardware and software.
• Provide level 2 help desk support. Monitor, log and respond to help desk service requests.

Help Desk Technician

Confidential, Fairfax, Virginia

Responsibilities:

• Maintain in-house technology equipment and IT assets. Installing, configuring, diagnosing, repairing and upgrading all hardware and equipment while ensuring its optimal performance.
• Troubleshoot PC components and support replacement of hard drives, CD-ROMS, NICS problem areas in a timely and accurate fashion.
• Provide phone, in-person, and remote control support to users in the areas of e-mail, directories, standard Windows desktop applications, and commercial and custom applications.
• Liaison between administrators, service companies and government agencies.