SUMMARY:

Confidential has over sixteen years’ experience of customer support within the Windows environment, supporting various office productivity applications and hardware configurations. He has a strong knowledge of troubleshooting techniques and a desire to satisfy the customers’ needs in a timely fashion.

SPECIALTIES:

• Hardware and software troubleshooting
• IT customer support

SOFTWARE SKILLS:

Microsoft Office, Adobe CS

EXPERIENCE:

Confidential, Vienna, VA

Executive Support / Trade Floor Support

Responsibilities:

• Supported user base of local and remote users based in Confidential, Reston, and New York City.
• Support for executives and traders.
• Troubleshooting issues and documenting status updates.
• Hardware support for laptop and desktop workstations, component repairs and upgrades.
• Setup, configuration, and support of Windows 7 and Windows 10 involving drivers, permissions, security, program settings, local and network printers. MS Office Suite 2010/2013/2016.
• Setup, configuration, and support of Bloomberg Terminal Software.
• Use of ServiceNow ticketing system.
• Remote support with ConfigMGR Remote Control and Remote Desktop Connection.

Confidential

Technical Support Specialist

Responsibilities:

• Supported user base of 110 local and remote users based in Confidential and Herndon, VA.
• Troubleshooting issues and documenting status updates.
• Setup, configuration, and support of Windows 7 involving drivers, permissions, security, program settings, local and network printers on laptop workstations. MS Office Suite 2010/2013.
• Setup and assistance with A/V Conference equipment
• Use of BMC Track - It ticketing system.
• Remote support using Cisco Jabber.

Confidential, Washington, DC

Sr. Helpdesk Technician

Responsibilities:

• Help Desk support technician for the Confidential .
• Troubleshooting issues and documenting status updates
• Support of Windows 7 involving drivers, permissions, security, program settings, local and network printers on desktop and laptop workstations.
• Support for MS Office Suite 2013
• Support for various enterprise software and proprietary applications
• Account management through Active Directory
• Remote support via remote desktop assistance.

Confidential, Vienna, VA

Help Desk Specialist

Responsibilities:

• Troubleshooting issues and documenting status updates
• Imaging, setup, configuration, and support of Windows 7 involving drivers, permissions, security, program settings, local and network printers on desktop and laptop workstations.
• Support for MS Office Suite 2013
• Support for various enterprise software and proprietary applications
• Account management through Active Directory
• Remote support via remote desktop assistance.

Confidential, Fairfax, VA

Technical Support Analyst / Associate Systems Administrator

Responsibilities:

• Troubleshooting issues and documenting status updates
• Imaging, setup, configuration, and support of Windows XP/7 involving drivers, permissions, security, program settings, local and network printers on desktop and laptop workstations.
• Support for MS Office Suite 2003/2010
• Support for Lotus Notes email client
• Support for various enterprise software and proprietary applications
• Account management through Active Directory
• Remote support via remote desktop assistance.
• Use of Remedy ticketing system.
• Asset management through Remedy and Sharepoint.

Confidential, Washington, DC

Support Technician

Responsibilities:

• Contract technician for Windows 7 refresh project located within the Confidential .
• Interviewing workstation users prior to the backing up of their documents and settings.
• Taking screen shots of users’ files, program settings, and misc. UI settings.
• Data transfer of documents and settings for essential programs and files onto new workstations.
• Cataloging desktop and laptop workstations for backups and migration.
• Configuration of Windows 7 involving drivers, permissions, security, program settings, local and network printers on desktop, laptop, and tablet workstations (Microsoft Office Suite 2010, Adobe CS Suite).

Confidential, Washington, DC

Support Technician

Responsibilities:

• Support of the refresh deployment project, backup of user data and recording user settings on old workstations, transfer of data to newly deployed workstations, configuration of new workstations to users’ satisfaction.
• Troubleshooting issues and documenting status updates.
• Setup, configuration, and support of Windows XP involving drivers, permissions, security, program settings, local and network printers on desktop and laptop workstations.
• Support for MS Office Suite 2003/2007/2010.

Confidential, Washington, DC

Support Technician

Responsibilities:

• Temporary position with Deskside Support for the Confidential .
• Support of the refresh deployment project, backup of user data and recording user settings on old workstations, transfer of data to newly deployed workstations, configuration of new workstations to users’ satisfaction.
• Troubleshooting issues and documenting status updates.
• Setup, configuration, and support of Windows XP and Windows 7 involving drivers, permissions, security, program settings, local and network printers on desktop and laptop workstations.
• Support for MS Office Suite 2003/2007.
• Use of Remedy ticketing system.

Confidential, McLean, VA

Lead Support Technician

Responsibilities:

• Troubleshooting issues and documenting status updates.
• Setup, configuration, and support of Windows XP and Windows 7 involving drivers, permissions, security, program settings, local and network printers on desktop and laptop workstations.
• Implementing new strategies for successful malware removal and prevention.
• Support for MS Office Suite 2003/2007, Adobe CS3 Master Suite, Citrix.
• Remote support via remote desktop assistance.
• Setup and support of VPN clients and Remote Desktop for users that work from home.
• Consultation and implementation for new IT strategies and policies relating to end user support and deployment.
• Creation of documentation for user and support staff IT needs.

Confidential, Washington, DC

Support Technician

Responsibilities:

• Supported user base of 5000 across the LOC campus.
• Troubleshooting issues and documenting status updates.
• Setup, configuration, and support of Windows XP involving drivers, permissions, security, program settings, local and network printers on desktop, laptop, and tablet workstations.
• Support for MS Office Suite 2003/2007, Novell Groupwise.
• Remote software deployment using Symantec LiveState Delivery.
• Remote support via remote desktop assistance.
• Setup and support of VPN clients on laptops for users that work from home.
• Setup and support for VMWare installations.
• Use of Remedy ticketing system.
• Support, testing, and configuration for the workstations powering the Library of Congress Experience public exhibits.

Confidential, Silver Spring, MD

Help Desk Technician.

Responsibilities:

• Temporary position supporting the helpdesk of a global biotechnology company.
• Supported user base of 400 local and remote users.
• Troubleshooting issues and documenting status updates.
• Setup and assistance with A/V Conference equipment
• Setup, configuration, and support of Windows XP involving drivers, permissions, security, program settings, local and network printers on desktop, laptop, and tablet workstations. MS Office Suite 2003/2007.
• Remote support using Citrix GoToAssist.