SUMMARY:

• 15+ years providing Desktop support to all levels of staff in for - profit, non-profit and educational sectors.
• Accomplished, outcome driven Information Technology Specialist with 10+ years of Desktop support and Helpdesk experience. Demonstrated experience troubleshooting and maintaining peripheral devices, networks, system upgrade projects, and reimaging computers to Windows 7 and Windows OS deployments. Demonstrated ability to support staff Confidential all professional levels. Demonstrated ability to quickly learn new software and technologies.

TECHNICAL SKILLS:

• Expert with Microsoft Office Suites 2003, 2007, 2008, MS Outlook 2007, 2010 and supporting Microsoft (95, 98, NT.4.0, 2000, XP, Vista, 7) and MAC (OS 10) operating systems
• Proficient with ACTIVE DIRECTORY, TCP/IP, DNS.
• Demonstrated ability to install, configure, upgrade, repair and troubleshoot PC systems, including software and network and wireless connectivity concerns
• Expert in installation and configuration of network printers/scanners and servers with Windows Server 2003 and 2008 OS and modems and NICs for network communication
• Skilled in configuring PDAs, PC BIOS and CMOS, VoIP telephones and video conferencing setup
• Demonstrated Remedy and Parature Help Desk Software systems usage
• Researching and recommending technological solutions for clients with specific needs
• Demonstrated success performing OS migrations, preparing and deploying of computers and systems, upgrading hard and software, remediating security threats, performing QA testing, conducting PC and laptop/notebook cloning activity, designing and managing LAN, building desktop PC systems and installing applications and OS software and managing incoming and outgoing assets.
• Conducting one-on-one PC training for staff, supporting remote PC users (Cisco WebEx, LANDesk), staging systems for build/cloning (imaging) activity, installing Motherboards, CPUs, RAM Memory and Expansion Cards and various hardware devices including disk/tape/CD drives, etc.
• Created technology training manual for staff; designed of corporate training curriculum and created and managed network users and group accounts including their rights, permissions and policies.
• Management of corporate hardware, software and license inventory

PROFESSIONAL EXPERIENCE:

Confidential

PC Desktop Support

• Install and configure computer operating systems.
• Update, upgrade, migrate, image operating systems as required.
• Setup and troubleshoot domains, user accounts and software accounts.
• Configure, test, and troubleshoot network connectivity and wireless access for local and remote computer or devices.
• Add or replace memory, new keyboards, motherboards, and other components.
• Format, install, setup, maintain, and troubleshoot desktop and laptop computers with and for end users.
• Coordinate with vendors to resolve problems.

Confidential

AV Support Specialist

• Provide AV support to Auditorium, multiple conference rooms, and briefing centers
• Setup AV for all events as required.
• Walk clients through the AV setup including: using Crestron system; working microphones; conference call; setting up Cisco WebEx and GoToMeeting; presentations setup; and stage setup (Auditorium, Conference Center)
• Configure conference center as required, including podium/phone setup as required.
• Setup and support Video Teleconferences.
• Setup and support meetings/press events.
• Setup, configure and support the Cisco TelePresence MCU
• Setup, configure and support the Cisco DX80, MX300 and MX800TelePresence Endpoints in the Conference Rooms
• Research for AV equipment for different departments
• Update all AV systems running Windows 7 and updating all other software.
• Setup projector as requested.
• Complete procurement packages for all required equipment.
• Support for lobby displays.
• Setup and support Direct TV

Confidential

Contract Desktop Support Specialist

• Track and document incidences utilizing BMC Remedy IT Service Management
• Deploy desktop and laptop/notebook computers including MACs
• Conduct imaging and re-imaging of desktop and laptop computers including MACs
• Monitor assets and provide on-site support to customers including installation, servicing, repairing systems and equipment.
• Resolve user issues regarding hardware installation, repair, upgrade and maintenance. Investigate and resolve complex installations and maintenance matters of significance
• Manage desktop user experience through control mechanisms including GPO, Roaming Profiles, Passwords, home drives, OS optimization
• Instruct customers in the operation and maintenance of systems/equipment.
• Provide PC or office equipment moves, adds and changes
• Install VOIP telephones and provide Mobile device and PDA support
• Diagnose and correct workstation performance issues
• Maintain network and local printers and perform software application installation services
• Ensure issues are referred to the appropriate personnel/service areas for follow up, testing and/or troubleshooting.
• Serve as liaison with Users on administrative and technical matters.

Confidential

Contract Help/Desktop Support Analyst

• Deployment of desktop and laptop/notebook computers.
• Virtual Session (VDI) setup and Microsoft Remote Desktop Protocol (RDP)
• Changed user profiles and manage desktop user experience through control mechanisms including GPO, roaming profiles, home drives, OS optimization.
• Patch management and antivirus services and printer setup in virtual environment
• Deployment of application packages
• VDI configuration management and Video Conference setup
• Managed incoming and outgoing technology assets (inventory).
• Followed and enforced security policies and processes including change management processes, and apply security best practices.
• Installed, tested, evaluated and integrated various applications and 3rd party products into the VDI desktop environment.
• Provided technical support and advanced troubleshooting for virtual desktop environment.

Confidential

Contract Help Desk Technician

• Provided computer troubleshooting assistance to UMUC faculty, students and staff via telephone, live chat and email. Assisted users experiencing problems/issues with:
• Hardware and software configuration, Network and Virtual Private Network, Microsoft Office Suite of applications.
• Windows 2000, Windows XP, Windows Vista, Windows 7, Mac OS X, UNIX commands.
• Printers and printing, Email, Internet Explorer, Mozilla Firefox, Safari, Virus infections, Password Resets.

Confidential

Information Technology Contractor

• E-mail setup and virus Remediation.
• Staging equipment for build/imaging (cloning).
• Imaging PCs and Laptops/notebooks from Windows XP to Windows 7.
• Deployment of desktop and laptop PCs.
• Installed and update hardware and peripherals.
• Updated and configure software.
• Level 1 network troubleshooting.
• Performed system backups and data recovery.
• Responded to and monitored service requests.
• Received IT assets as well as preparing assets for disposition.
• Moved IT equipment within and/or between facilities.
• Interviewed clients as part of pre-deployment asset discovery.
• Executed equipment replacement activity.
• Updated asset management system (Remedy) to reflect work performed.

Confidential, Washington, DC

Technology Specialist

• Designed and administered a local area network.
• Windows Server Administration.
• Installed desktop PCs and workstations, installed and upgrade PC hardware, installed motherboards, installed, configured and upgraded PC and laptop software and installed CPUs, RAM memory and expansion cards.
• Repaired PC hardware and identified and recommend suitable commercial-off-the shelf (COTS) software.
• Remediated virus and spyware infections.
• Applied vendor security and update patches.
• Responded to user problems in-person, by telephone or email.
• Troubleshot and resolved simple network problems.
• Liaised with vendors for procurement of IT assets.