SUMMARY:

• To secure an Information Technology Support position where I can utilize my experience and grow with the industry.
• My objective is to work for an Organization where my knowledge of Information systems can be utilized.
• My aim is to fulfill the organization's goals and objective’s with hard work and determination.
• Desktop Support Technician with expertise in computer maintenance and technical support including building, repairing, diagnosing, and upgrading PC hardware.
• Understanding of hardware components, bus architecture, CPU, motherboards, RAM, and hard drives.
• Communication and interpersonal skills with excellent troubleshooting and problem solving abilities.

TECHNICAL SKILLS:

Operating Systems: Installation and repair Windows. 2000/XP/Vista/Windows 7/ Windows 8

Applications: Microsoft Office 2007, 2010, Vista, and Windows 7, Windows 7 Embedded, Windows 8 Internet Explorer 7 - 11, Antivirus CA trust, Norton, Trend Micro, Adobe, various other applications from Confidential s Blueline, Dameware, Ghost, Confidential Service Management Ticketing, Maximo, Citrix Desktop,, Active Directory.

Technical Knowledge: Installation of operating systems, and software, setting user rights. Networking skills such as LAN/WAN and TCP/IP. Expertise in computer workstation setups, including installing applications, modems and printers, troubleshooting client configurations and hardware maintenance, Excellent customer service skills with proven effectiveness in organization and communication. Interpersonal skills, self-motivation, and quick adaptation to new applications and technologies.

EXPERIENCE HIGHLIGHTS:

Confidential

Desktop Technician

Responsibilities:

• Provide tier 2 desktop user support
• Provide support with Windows 7 & Windows 10
• Perform network printer installs, upgrade, and diagnosis
• Diagnose and resolve LAN configuration
• Email user support (outlook 2016)
• Imaging, data backup and restoration
• Provide technical support for webcast/video teleconferences
• Use (CA Service Center) for tracking ticketing system
• Use Remote assistance for remote support
• Administrative task of password resets, unlock users account, adding computers to the HUD domain

Confidential

Desktop Technician

Responsibilities:

• Troubleshoot (Tier 2) issues related to hardware, software, or networking related to corporate back office systems, desktops, Distribution Center systems and store Point of Sale systems in both Linux and Microsoft environments.
• Respond to application support calls from stores and corporate users to assist them with questions or problems related to corporate back office systems, desktop and Distribution Center systems.
• Helps maintain a central source of information, enabling Service Desk staff and support technicians to recover outages and other technical issues with minimal disruption to expected service levels. Individuals in this position will have a specialized skill-set in one to two specific areas. Areas to include Network, Server, Database, Software and Hardware.
• Triage incoming calls and dispatch work orders to the appropriate queue.
• Perform selected adjustments to Customer accounts.
• Maintain accurate call records of all Call Center activities.
• Use Autotask Ticketing system

Confidential

Network Technician

Responsibilities:

• Troubleshoot (Tier 2) issues related to hardware, software, or networking related to corporate back office systems, desktops, Distribution Center systems and store Point of Sale systems in both Linux and Microsoft environments.
• Respond to application support calls from stores and corporate users to assist them with questions or problems related to corporate back office systems, desktop and Distribution Center systems.
• Helps maintain a central source of information, enabling Service Desk staff and support technicians to recover outages and other technical issues with minimal disruption to expected service levels. Individuals in this position will have a specialized skill-set in one to two specific areas. Areas to include Network, Server, Database, Software and Hardware.
• Triage incoming calls and dispatch work orders to the appropriate queue.
• Perform selected adjustments to Customer accounts.
• Maintain accurate call records of all Call Center activities.
• Use Mantis Ticketing system

Confidential

NOC Technician

Responsibilities:

• Proactively monitor using site scope and support the stability of applications to ensure 24X7 operation
• Respond to alerts/alarms according to Standard Operating Procedures
• Manage trouble-ticketing system ensuring accurate and up-to-date information
• Work with internal and external groups during routine deployment
• Collaborate with internal and external groups to help identify and resolve issues affecting our services
• Develop and maintain NOC policies, procedures and tools
• Assist customer service department during off hours

Confidential

Desktop Engineer

Responsibilities:

• Tier 2 point of contact for troubleshooting hardware/software PC, printer, and scanners issue at MWAA.
• Provided hands-on, phone, and remote support for users in troubleshooting workstation, software, and network problems.
• Administrative task of password resets, unlock users account, adding computers to the MWAA domain.
• On-call support after work hours
• Resolve and close all tickets with client satisfaction using Service now web base ticketing system.
• Use SCCM 2012 for remote tool; retrieve information on pc hardware and software installed.
• Use Symantec Ghost to image development PC’s and SCCM 2012 to image production PC’s.

Confidential

Enterprise Desktop Engineer

Responsibilities:

• Lead technician of Management Information system branch Service Desk.
• Analyze and resolve complex technical issues with client databases, software applications and technical configurations.
• Tier 2 point of contact for troubleshooting hardware/software PC and printer issue at Central Office.
• SAP point of contact for account correspondence (creation, configuration, and editing).
• Resolve and close all tickets with client satisfaction using Heat ticketing system.
• Activity Directory administration support for password reset, disable/enabling account, assign groups, etc.
• Use SCCM 2007 to deploy Solutions software and windows patches to Windows 7 & XP imaged laptops and desktop
• Creating and enabling/disabling accounts working within the Active Directory on Windows server, Creating and enabling/disabling e-mail accounts on Exchange 2007 server.
• Configure new Network printers: I.E. (Ldap settings, SMTP, Secure Print, Scan to email)/ Resolve network print matters (replacing toner, Fuser, Fix Print drivers issues)
• Configured Notable solution software Nuance for anywhere printing for Xerox printers
• Develop and execute short term actions to resolve complex client issues.
• Use Confidential Endpoint manager “Big-Fix” to check for windows patches and vulnerability report of current network work stations.
• Configuration of SCCM 2012 application, Configuration of OSD (Operating System Deployment)
• Managed users file sharing accounts
• Experience with SCCM package creation, package deployment, Windows Update Management

Confidential

Jr. System Administrator

Responsibilities:

• Support EPS (Electronic Printing Systems)
• Support / resolve print server, print driver, desktop, and system application printing issues.
• Maintenance and support of Windows Servers used to support all printing solutions within the Confidential .
• Monitor server performance
• Create documentation and SOP
• Maintain Avanti Print Management System.
• Systems support of Print Management and chargeback system (Uniflow, RPS, Netaphor (SiteAudit) eCopy).
• Create and execute Change Requests and documentation for all supported systems.
• Implement, evaluation, and testing, of new equipment/technology

Confidential, DC

Desktop Support Technician

Responsibilities:

• Provides desk side support over phone, in person, or remotely
• Uses ticketing system ISM (Maximo) application for Confidential, Incidents, and meets SLA timeframes on all tickets.
• Such as hardware and software support, software procurement, installation of software’s, printers, and other peripheral, End-Users moves, customer service request for data transfers, and wireless networks to departmental staff.
• Performs password resets, unlocks users, adding computers to the Confidential domain, and other functions utilizing NetIQ for Active Directory and Administrative actions.
• Remote support via Dameware, used for Installation of software, configuration of software, and patch installations.