SUMMARY:

• Proven ability to diagnose, troubleshoot, and resolve technical problems.
• Strong working knowledge of software, hardware, networking, operating systems, and security applications.
• Over 10 years of professional work experience involving technical support services skilled in planning, and execution of special projects during time - critical environments.
• Various ticketing systems such as; Maximo, Remedy, ServiceNow, Spiceworks, and Alteris.
• Operating Systems: Windows 2000//XP/Vista/7/8/10 (includes installation/trouble shooting)
• VMware and Hyper V management.
• Networking: LAN/WAN, TCP/IP, VPN in a windows environment.
• Able to configure additional software and peripherals such as printers, scanners, copy machines.
• Performed hardware upgrades such as memory, mother boards, cpu's, hard drives, power supplies, network cards, video cards, and laptop lcd screens,
• Strong working knowledge of MS Office 2003, 2007, 2010. 2013, 2016
• Excellent software installation skills, with knowledge of trouble shooting compatibility issues.
• Experienced with Blackberry/PDA/Android/Iphone Hand held devices to include activation, server support, and troubleshooting.
• Knowledge of Windows Active Directory/Exchange (user creation, group, password reset, account restrictions, and distribution groups)
• Office 365/Azure/Dirsync Administration.
• SCCM-Imaging and software/applications deployment.
• Experienced in identifying and removing security threats (virus/spy ware/worms)
• Skilled in remote desk top support technologies.
• Ability to participate in the physical relocation of PC equipment including equipment installations and moves.
• Audio Video Equipment/Conferencing set-up.
• Excellent verbal and written communication skills.
• Excellent interpersonal/customer service skills

PROFESSIONAL WORK EXPERIENCE:

Confidential, Lanham, MD

I.T. Support Specialist/Sys. Admin

Responsibilities:

• To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
• To assist all our users with any logged IT related incident when called upon.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• To accurately record, update and document requests using the IT service desk system.
• To install and configure new IT equipment.
• To resolve incidents and upgrade different types of software and hardware
• To resolve incidents with printers, copiers and scanners
• To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the company.

Confidential, Washington, DC

IT Field Support Engineer

Responsibilities:

• Responsible for responding to clients by answering the telephone calls or by conducting field visits.
• Analyzed and clarifies the queries by conducting research and troubleshooting the issues.
• Recommended suggestions to improve the escalation procedures.
• Recorded all the related departmental and field activities that have been carried out, reviews the complexities of the technical issues, participated in various projects and ensured that all the organization's departmental goals have been met or exceeded by maintaining high levels of customer satisfaction.

Confidential, Washington, DC

Technical Help Desk Support I/Lead Technician

Responsibilities:

• Receive and answer all incoming Tier 1 calls from Confidential employees
• For each call enter the information into Maximo Service Request and initiate a trouble ticket
• Provide initial triage and problem determination to determine the severity of the user's incident
• Provide basic troubleshooting skills on Windows operating systems, local/network printer setup, and password resets for various systems
• Monitor and track incidents to resolution, including updating all tickets with pertinent information and all troubleshooting steps taken to resolve all incidents
• Escalate unresolved incidents to the Tier 2 or Tier 3 level for further troubleshooting
• Distribute software packages across the network to a user's computer without affecting their uptime Exercise remote access capability to perform troubleshooting routines on a specific desktop following user consent
• Dispatch hardware repair or OEM vendor support for warrantied equipment

Confidential, Reston, VA

Technical Help Desk Support

Responsibilities:

• Relies on instructions and pre-established guidelines to identify, research and resolve technical problems presented through Level I Help Desk tickets.
• Documents, tracks and monitors the problem to ensure a timely resolution.
• Utilizes email, ticketing system software, Phone queue, technical knowledge, and research methods in a call center environment

Confidential, Silver Spring, MD

Help Desk Specialist

Responsibilities:

• Identified, diagnoses, and resolved tier one problems for company users, computer software, and hardware in a call center environment.
• Communicated solutions to end-users, over the phone in a user friendly tone.
• Provided one-on-one end-user problem resolutions over the phone, for company approved personal computer software.
• Delivered tags, sets up, and assists in the configuration of end-user computer desktop hardware, software, and peripherals.
• Diagnosed and resolved end-user network or local printer problems, pc hardware, e-mail, Internet, and local-area network access problems.
• Coordinated timely repair of computer equipment covered by third-party vendor maintenance agreements.
• Performed minor desktop hardware repair for computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
• Helped install local area network cabling systems, and equipment such as network interface cards, hubs, and switches.
• Assisted network technicians in creating materials for end-user frequently asked questions.

Confidential, Washington, DC

User Support Technician

Responsibilities:

• Under general supervision, provided technical software, hardware and network problem resolution to all company users by performing question/problem diagnosis and guiding users through step-by step solutions in a call center environment.
• Clearly communicated technical solutions in a user-friendly, and professional manner.
• Provided one-on-one end-user as needed.
• Troubleshoot network peripheral problems.
• Conducted hardware, and software inventory d Confidential base maintenance and reporting; and, performed related work as required.

Confidential, Washington, DC

Computer Technician/Software Applications Specialist

Responsibilities:

• Delivered technical customer support over the phone, in a call center environment.
• Identified, troubleshoot, and resolved a wide range of technical computer-related problems.
• Identified, evaluated, and solved end-user workstation problems.
• Supported and trained end-users in a wide range of software applications as needed, Stayed abreast of new computer technology; maintained cooperative working relationships.
• Demonstrated sensitivity to, and respect for, a diverse population.