SUMMARY:

Service - driven IT professional with a broad knowledge of hardware, software, and network administration skills. Strong background in decision making, organizational, and communication skills. A strong sense of customer focused, very energetic and driven with a high degree of integrity and trust. Experience working in multi-disciplined, diverse and technically challenging environments. Productive in both team-based and self-managed projects and, dedicated to maintaining up-to-date industry knowledge and IT skills. Learn and experience, mentor and share.

SKILLS/TECHNICAL SUMMARY:

• Report Preparation
• General Office Skills 16+ yrs
• Peoplesoft Knowledge
• Operating system's (Mac, Windows)
• Microsoft based HW/SW (95-2019)
• Data Entry 10+ yrs
• 10-key number pad: 50 wpm
• Citrix
• Active Directory 6+ yrs
• Mathematics
• SCCM Technologies
• Customer Service 16+ yrs
• Scheduling
• Remote Assistance 10+ yrs
• Inventory
• Communication Skills
• Networking (LAN, Wireless)
• Payroll
• Typing Skills: 80 wpm
• Lotus Notes
• Data Analysis
• Accounting/QuickBooks
• Front-Office Operations 7+ yrs
• Desktop Support 10 yrs
• Technical Writing Skills
• Printer Maintenance 9+ yrs
• ED5 Basics
• Remedy 9+ yrs
• Ghost/Imaging 10+ yrs
• Cisco IP phone/ WAN
• Time Management

EMPLOYMENT HISTORY:

PC ANALYST

Confidential, WASHINGTON, DC

Responsibilities:

• Acts as the single point of contact for end-users requiring information technology (IT) assistance by way of phone or email support requests. Provides end-users with timely problem-solving and technical support at the desktop.
• Support the use of operating systems and software applications including, but not limited to, Windows 7/10, Mac OS 10.6 and higher, Office 2016
• Utilizes an IT Service Management system for documenting and managing incident and service requests.
• Identifies and diagnoses IT related issues between hardware, software, and/or network related issues. Makes timely and accurate diagnosis of system related problems.
• Trains and mentors Desktop Support Assistants to help develop their technical skills.
• Coordinates timely installation of disk images to workstations. Configures individual workstations to the specifications required to ensure optimal performance.
• Create SOPs for Service Desk processes and procedures as well as end user documentation and SOPs

HELP DESK ENGINEER

Confidential, WASHINGTON, DC

Responsibilities:

• Ensure help desk telephone response coverage during normal help desk hours of operation
• Answer help desk phone calls, assessing type of request and logging them into automated ticket tracking system
• Provide support to end-user applications in the Windows 7 environment (Microsoft Office Professional 2007, etc.)
• Responsible for handling problem recognition, research, resolution and follow-up for user problems, referring more complex problems to Tier 3 technical staff
• Perform user account administration, Group Policy administration, Directory permissions, Active Directory Domain/OU Administration
• Identify, troubleshoot, and fix network, printer, or desktop problems as necessary
• Install, PCs and laptops in home office and remote offices
• Deploy and maintain accurate records of travel laptops
• Follow up with users on delays/resolution
• Maintain complete and accurate record of calls received and updates records as problems are resolved and users notified
• Advise users on remote connection options and assist with connection problems
• Assist users with software problems and questions

WEBSITE COORDINATOR

Confidential, UPPER MALBORO, MD

Responsibilities:

• Coordinate specific aspects of an event as requested
• Oversee set-up or perform set-up per event as needed
• Create and respond to invitations/emails for events
• Attend various community events for marketing and networking purposes
• Maintain organization of company expenses/reports
• Inventory control (Supervise)

HELP DESK

Confidential, SILVER SPRING, MD

Responsibilities:

• Provided complex desktop support on software and hardware used by medical staff personnel
• Provided Troubleshooting, diagnosed, resolved and documented technical service request (Tier II)
• Utilized BMC Remedy ITSM Call Tracking System to document and respond to technical service request
• Used Active Directory to manage user LAN accounts, Group Policy administration, Directory permissions
• Provided remote application and printer installation service and addressed technical service request
• Configured and provided troubleshooting assistance for wireless and LAN connectivity
• Assistance with machine imaging and re-imaging using ghost imaging software

HELP DESK/OFFICE ASSISTANT

Confidential, WASHINGTON, DC

Responsibilities:

• Provided complex support on application's, software, and hardware/ Provided confidential office Support responded to second level (Tier II) technical service request using Remedy ITSM Call Tracking System
• Direct desktop support (Windows 7) / Video Conferencing connectivity support and troubleshooting
• Exercised discretion and independent judgment
• Populated weekly OnCall Database listing
• Updated staff information using Eservice client/Lotus Notes/Active Directory
• Reserved meeting rooms, and arranged food services when requested
• Supply management/inventory control
• Provided Administrative support to entire management staff

IT ASSOCIATE

Confidential, PRINCESS ANNE, MD

Responsibilities:

• Removed viruses, adware and spyware/ Direct Desktop Support
• Installed network, e-mail and other College approved software on Student and Faculty member's computers.
• Network Services Specialization. (LAN, Wireless)
• Troubleshoot Windows and/or Mac operating system problems. (Remedy Service Requests)
• Imaged computers, printer maintenance, and insured that labs were adequately supplied. (Ghost Imaging)
• Used remote assistance to troubleshoot and address technical service request.