SUMMARY:

To obtain a position with an organization or agency that will afford me the opportunity to grow and bring my strong work ethics and customer service experience. Work with seniors to utilize my team concept and leadership abilities to further enhance my knowledge, analytical, seven years of technical experience, and writing research skills within the company and or agency.

TECHNICAL SKILLS:

• Oracle
• Microsoft Office 2010/2007/2003/00/97/95
• LAN, WAN, VAN connections.
• Active Directory (MMC)
• SMS Console
• Abode
• SCCM
• AR System (Remedy) 7.6
• Internet Explorer 5.0/5.5/6.0/7/8
• McAfee
• GOOD
• Citrix Receiver
• Symantec Ghost, Norton Anti - Virus
• Remote Desktop Connection
• Software Delivery
• Service Desk Asset Management
• VPN (Virtual Private Network)
• Blackberry Enterprise Server 5.0
• Blackberry Desktop Manager
• VNC
• Verizon Access
• Tethering
• Windows NT 4.0
• Windows NT 4.1
• Windows NT 95/98/2000/2003/ XP
• Windows 7
• HP Laser Jet (All Series)
• Xerox
• Dell Optiplex
• Dell Precision
• Dell Latitude (All Series)
• Blackberry (All)
• Iphone
• Ipad
• NIPRNET
• SIPRNET
• Blackberry Server
• Microsoft Exchange Administrator 5.5
• Active Directory Management Console
• Active Directory 2003 server
• Whats Up Gold (Monitoring System)

EXPERIENCE:

Confidential

Desktop Support/Sys Admin

Responsibilities:

• Provide technical support in Windows 7 for over 5,000 users
• Travel within buildings of the agency doing technical support/desktop support
• Provide support in resolving PC, printer and network problems either directly or by phone
• Installed needed software for the users using remote desktop or desk side assistance
• Provided training in Windows 7 & Microsoft Office Suite 2010
• Setup printers and scanners of all models
• Restored users data from server
• Provide assistance for activation of Blackberry/Ipad/Iphone
• Set up email accounts on Blackberry
• Troubleshoot Blackberry Device (Bold 9930)
• Troubleshoot IPhones/Ipads
• Setup user’s email accounts on IPhone/Ipad
• Provide a walkthrough on how to use IPhone/Ipad Devices
• Disconnect and reconnect laptops, desktops, scanners, printers etc. for users moving to different locations
• Update and record all service request in Remedy
• Reset/Unlock user account using Active Directory

Confidential

Refresh Deployment/QA Technician/Blackberry Technician

Responsibilities:

• Provided technical support in Windows 7 for over 4,000 users
• Refreshed laptops that were being upgraded to Windows 7, Microsoft Office 2010
• Managed assets in remedy and made sure correct inventory was taken on all equipment (printers, scanners, laptops, monitors etc.)
• Provide support in resolving PC, printer and network problems either directly or by phone
• Travel from building to building deploying laptops for the refresh
• Installed needed software for the users
• Provided training in Windows 7 & Microsoft Office Suite 2010
• Setup printers and scanners of all models
• Backup users data on server
• Restored users data from server
• Provide assistance on BES (Blackberry Exchange Server)
• Set up email accounts on Blackberry
• Troubleshoot Blackberry Device (Bold 9930)

Confidential

Sys Admin/Desktop Support

Responsibilities:

• Assisted in the installation and updating of software, as well as the setup and troubleshooting of all equipment
• Tracked and de - escalated technology and both computer and telephone equipment systems
• Expertly installed, configured, monitored and troubleshot PC's and related hardware on all OS platforms
• Oversaw the investigation and resolution of hardware and software issues both remotely and onsite
• Collaborated with telecommunication team to troubleshoot T1 lines and company-wide phone problems
• Procured, received, documented and tracked inventory of all computer equipment and software licenses
• Performed diagnostic testing on PC equipment and ensured printers were up and running at all times
• Resolved Windows and Internet Explorer issues on desktop and laptop
• Identified and removed computer viruses and provided major repairs in accordance with outside vendors
• Produced backup software for distribution and maintenance all computers and peripherals.
• Ordered and distributed consumable supplies for peripherals and oversaw all computer repairs and maintenance
• Maintained accurate, complete and up-to-date inventory records of all computers and printers.
• Coordinated the logistics of technology requirements and setups during multiple office relocations

Confidential

Desktop Support

Responsibilities:

• Customer service oriented; strong communication and people skills, both written and verbal
• A solid understanding of networking fundamentals and security
• Uncommon ability to work independently and as part of a team
• Coordinate hardware and software installations and upgrades to ensure work is performed in accordance with company policy.
• Recommend resolutions to complex matters of significance and coordinate the implementation of the approved course of action
• Coordinate and monitor troubleshooting to isolate and diagnose common system problems; document system events to ensure continuous functioning. Advise course of action and implement as approved
• Assemble PC workstations components and configure Confidential environments to a predetermined scheme
• Updated network security files and password authentications
• Troubleshoot software concerns, and review malfunctioning workstations
• Responsible for providing in-depth, telephone and in-person support to our customers in the areas of PC hardware, and standard Microsoft applications
• Remote into users pc using Systems Management Server (SMS) to troubleshoot and resolve issues
• Setup, configure and troubleshoot Blackberry handheld devices for customer
• Performed routine maintenance including upgrading software and installing the latest software on all workstations
• Coordinated, configured and performed installation of end-users hardware, software and printers

Confidential August

System Administrator/Desktop Support

Responsibilities:

• Managing the 4.1 and 5.0 Bes server
• Assigning IT policies, assigning to correct group, sending service books
• Setting up emails account to sync with users email
• Setup, configure and troubleshoot Blackberry handheld devices for customer
• Coordinate acquisition, upgrade, and maintenance of customer workstations
• Develop and maintain state-of-the-art expertise in selected PC/workstation software packages in order to provide assistance to users
• Provide 24 hours system support, technical analysis, diagnosis, installation, maintenance, and modification to resolution or escalation in a 3-Tiered environment ensuring 100% compliance with Service Level Agreement
• Develop daily/weekly/monthly reporting tasks for monitoring software and servers, hard drive, Confidential and memory utilization, services and configuration
• Changes to ensure all servers were proactively monitored 100% of the time
• Analyze, log, track and complex software and hardware matters of significance pertaining to networking connectivity issues, printer, server, and application to meet business needs.
• Advanced ability (building and configuring machines, hardware troubleshooting)
• Customer service oriented; strong communication and people skills, both written and verbal
• A solid understanding of networking fundamentals and security
• Uncommon ability to work independently and as part of a team
• Coordinate hardware and software installations and upgrades to ensure work is performed in accordance with company policy. Recommend resolutions to complex matters of significance and coordinate the implementation of the approved course of action
• Coordinate and monitor troubleshooting to isolate and diagnose common system problems; document system events to ensure continuous functioning. Advise course of action and implement as approved
• Assemble PC workstations components and configure Confidential environments to a predetermined scheme
• Updated network security files and password authentications
• Regulated access to computer data files, monitored data file use
• Installed and supplied Ethernet connectivity to over 3,500+ users
• Troubleshoot software concerns, and review malfunctioning workstations
• Responsible for providing in-depth, telephone and in-person support to our customers in the areas of PC hardware, and standard Microsoft applications
• Remote into users pc using Systems Management Server (SMS) to troubleshoot and resolve issues
• Install and configure Norton Antivirus
• Create, maintain and delete account via Active Directory
• Provide desktop support to over 3,500 end-users, setting up workstations and trainings
• Performed routine maintenance including upgrading software and installing the latest software on all workstations
• Coordinated, configured and performed installation of end-users hardware, software and printers
• Performed initial user training for new hires
• Purchased and maintained inventory of computer hardware, software and printers including tracking software, tracking software license and warranty agreements
• Coordinate/ Confidential as POC of installation/set-up and continue support for VPN access
• Resolved helpdesk tickets by providing technical and user support in resolution of hardware, software, operating system, network, AD problems
• Answered technical questions regarding software products and their requirements within related industries
• Investigated issues reported by customers and dealers in a timely and efficient manner

Confidential

Service Desk Analyst/Desktop Support

Responsibilities:

• Configure computer problems (computer moves, software installation, account resets, troubleshooting, etc...)
• Resolved helpdesk tickets by providing technical and user support in resolution of hardware, software, operating system, network, AD problems
• Answered technical questions regarding software products and their requirements within related industries
• Investigated issues reported by customers and dealers in a timely and efficient manner
• Provided a single point of contact for all users to report problems and assist to raise service requests
• Provided first level technical and IT support to Government users for troubleshooting problems
• Regularly perform hardware and software maintenance
• Facilitate a weekly one-hour seminar on how to use Microsoft Office applications
• Participate in special computer lab projects when applicable

Confidential

Desktop Support

Responsibilities:

• Provided computer help desk support via telephone communications with end-users.
• Performed diagnostics and troubleshooting of system issues
• Documented help desk tickets/resolutions, and maintained equipment inventory lists.
• Assisted clients with non accessible computer inquires (Troubleshooting, setup printers, computer moves)
• Install software on computers
• Remote Access
• SMS Tool
• Remedy
• Active Directory
• Microsoft Word, Excel, and PowerPoint
• Operating Systems: 98, 2000, XP

Confidential

Technical Service Representative

Responsibilities:

• Answer multiple phone lines
• Assisted clients with computer issues
• Install software on computers
• Remote Access
• SMS Tool
• Remedy
• Active Directory
• Microsoft Word, Excel, and PowerPoint
• Operating Systems: 98, 2000, XP