SUMMARY:

More than 20 years of experience in desktop support and advance level of trouble shooting assistance for state, government and private corporations. Strong background in customer service and support documentation. Strong experience in Desktop support, help desk and problem solving, operating systems, hardware, software, WANS, LAN and wireless networks. Ability to work in a very fast paced environment and manage multiple priorities at one time. Basic knowledge of MS Outlook, Windows XP, Active Directory, MS Office

PROFESSIONAL EXPERIENCE:

Confidential

Computer Technician

Responsibilities:

• Set up hardware and install and configure software and drivers
• Maintain and repair technological equipment and upgrade peripheral devices
• Install well - functioning LAN/WAN and other networks and manage components (servers, IPs e
• Perform regular upgrades to ensure systems remain updated
• Troubleshoot system failures or bugs and provide solutions to restore functionality
• Arrange maintenance sessions to discover and mend inefficiencies
• Keep records of repairs and fixes for future
• Very good communication abilities
• Exceptional organizing and time-management skills

Confidential

Desktop Deployment Technician

Responsibilities:

• System Center Configuration Manager ) remote control, patch management, software distribution, operating -system deployment, network access protection and hardware and software inventory. Adhered to the values of Client
• Maintained, troubleshot, and provided technical support for laptop and desktop computer, Citrix, and build process in a Windows 7 environment
• Deployed new hardware to end-users while ensuring appropriate user settings and user satisfaction
• Interfaced with systems administrators to ensure appropriate logins and passwords were created for corporate applications and network resources
• Contacted remote Citrix users and other employees to determine the status of login creation and to retrieve necessary files from existing users
• Performed memory installations, hard drive upgrades, and hardware upgrades as required
• Installed desktops, laptops, monitors, printers and smaller devices for users
• Completed assigned tickets
• Performed software builds on computers for new hires and/or transferred employees
• Performed installation and migration of Windows 7 to 10, builds on computers, and hard drives for projects as required
• Maintained Remedy and Asset Management tracking software with up to date information on ticket progress

Confidential

Desktop Support Analyst/Field Technician

Responsibilities:

• Resolved service requests related to hardware, software and wireless networks at different sites though out the Confidential
• Troubleshot and resolved operating system configuration, troubleshot wireless networks and software application, created profiles and fixed profile problems, diagnosing and resolving printer problems
• Installed and maintained network printer drivers, provided user and applied approved computer image standards
• Performed tasks associated with disposal of obsolete computers
• Resolved and troubleshot workstations, police laptops with Verizon wireless for connectivity, printers, networks, and internet access problems
• Assisted the user community on use of hardware and installed software applications
• Provided IT audio and visual support for meetings and conferences
• Verified latest critical operating system and security update applied to computers
• Applied operating system images to new, existing, and loaner computers and laptops using Ghost imaging software
• Configured and prepared staff laptops and email accounts
• Assisted with maintaining loaner equipment including laptops, projectors, and digital cameras
• Conducted new computer orientations with staff
• Recordkeeping for incoming and outgoing shipments as well as prepare items for shipping
• Maintained inventory d Confidential base for hardware and software

Confidential

Desktop Support Technician

Responsibilities:

• Provided helpdesk, desktop support, and lead refreshes
• Installed hardware, software, repaired printers, inventory of equipment
• Reset users network passwords
• Troubleshot GroupWise issues, updated and configured specialized software programs
• Performed d Confidential migration projects for users requiring upgraded or re-imaged systems
• Installed and networked printers and workstation in a NT, 98, 2000 and XP environment
• Provided complex troubleshooting assistance and ticket resolution for computer users

Confidential

IT Support Analyst

Responsibilities:

• Performed all aspects of hardware, desktop support, helpdesk, IPass and Nortel VPN Client and configurations
• Implemented network printers, desktops and laptops through troubleshooting remotely
• Provided assistance to over 1500 network users
• Supported installation and implementation of connectivity for desktop and laptop devices
• Maintained ticketing system to record and track user calls and e-mails
• Reported on common problems and complaints, escalated network-wide troubles to Lead Technician
• Provided first level desktop support in person and remotely for all hardware and software and network printer related issues

Confidential

Desktop Support

Responsibilities:

• Provided IT personal support to over 3000 network users
• Backed up servers to create new users accounts and set access limitations
• Maintained servers, network printing, and distributed network applications
• Installed Novell client and implemented network security polices
• Maintained an existing LAN running Novell and NT
• Proficient in purchase and installation of upgrades, memory, CD ROM, Scanner, and Post-Script printers
• Verified latest critical operating system and security updates and are applied to computers
• Installed local and network printers, installed workstations, and projectors
• Provided IT audio and visual support for meetings and conferences
• Installed and configured XP workstations and Novell client
• Created and installed ghost images to new and existing workstations and laptops
• Updated virus protection
• Troubleshot cable and wireless networks
• Imaged computers for roll-out and archive; performed basic hardware repairs and upgrades