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It Associate Resume

Washington, DC

CORE STRENGTHS

  • Technical Analysis
  • Multi - task and Work Well Under Pressure
  • Migrations/Upgrades
  • Strong Communication and Listening Skills
  • Problem Solving and Decision Making
  • Data Security
  • Risk Management and Mitigation
  • Support Webinars and WebEx Conferences
  • Software installation
  • Hardware diagnosis/repair

TECHNICAL SKILLS:

Operating systems: Windows 7, Windows 8 and Windows 10

Networking: Remote Access, Basic Network understanding TCP/IP Protocols DNS, SMTP, HTTP, Active Directory

Software: MS Office Suite 2013, 2016 and O365, and Proofpoint, Adobe, Symantec Ghost, Altiris, Heat, Remedy, Service Desk

Hardware: PC s, Laptops, Printers, Desk Phones, Basic server administration

Remote Access: Cisco VPN, Citrix, Terminal Server, RDC, Basic Networking

Mobile Devices:: iPhone, iPad, Android

AntiVirus/AntiSpyware /Security: Spybot, Windows Defender, Trend Micro, Malwarebytes, Symantec Endpoint Protection, McAfee Encryption, McAfee Pre-Boot Authentication, ePO, Bitlocker, Meraki, Duo Multifactor Authentication, Virtru Email Encryption

Other: Internet Explorer, Google Chrome, Firefox, Safari, Edge

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

IT Associate

Responsibilities:

  • Research and test new software, hardware and web-based products
  • Manage organization’s projects such as software roll-outs and other network developments
  • Manage IT inventory of hardware and software and update loaner laptops
  • Coordinate the testing and deployment of software updates and system upgrades
  • Monitor security reports and logs for suspicious activity on the network
  • Administer and maintain VoIP phone system
  • Administer and maintain Duo Multifactor Authentication and Virtru Email Encryption
  • Windows desktop patching using Manage Engine Desktop Central
  • Basic End User support for Remote Desktop Access
  • Email Spam Filtering/Administration using Proofpoint
  • Assisted with Microsoft Server/ Active Directory Administration
  • Assisted with setting up secure remote access servers
  • Conducted New User IT orientation sessions
  • Assisted with planning and implementation of new network security measures
  • Conducted Security Awareness Training sessions and administered and deployed web version

Confidential, Washington, DC

IT Service and Hardware Technician

Responsibilities:

  • Configuring and installing computer hardware (desktop PCs, laptops, printers) for DC, Rockville and Tyson office users
  • Performing second-level troubleshooting for telephone system and mobile device issues
  • Monitoring workflow, service desk queues, and team escalations through LANDesk Management Console
  • Conducting hardware assessments and tracking asset lifecycle
  • Analyzing equipment needs and making recommendations and obtaining quotes
  • Installing VOIP telephones and mobile devices for DC office users
  • Processing, responding and troubleshooting day-to-day telecommunication and mobile device issues/problems for all firm users
  • The coordination of audiovisual setups for the DC office
  • Maintaining office inventory of hardware and telecom equipment/devices
  • Training users on telecom, applications and mobile device systems
  • Assisting firm wide hardware and telecom teams with projects and development of documentation
  • Creating and maintaining knowledge base documents for Service Desk

Confidential, Bowie, MD

Desktop Support Associate and Team Lead

Responsibilities:

  • Provisioned and setup field and mobile ePass laptops for end users
  • Assisted with doing intake of equipment that came back either for repair or to be repurposed and sent back out
  • Team Lead for Win 7 and zero client project
  • Assisted with asset management
  • Imaged desktops using Windows Server 2007 and 2012
  • Actively worked with Microsoft excel spreadsheets
  • Performed laptop testing before sending them for provisioning

Confidential, Largo, MD

Customer Support Technician

Responsibilities:

  • Provided phone and desk side support to multiple units and enterprise wide.
  • Troubleshoot and installed Microsoft products (Windows and MAC OS, Exchange and Active Directory, MS Office).
  • Handled end-user related-issues into the Heat ticket tracking system.
  • Processed imaging and configuration for workstations and laptops.
  • Troubleshoot and setup of printers and desktop peripherals such as VoIP and Polycom conference phones.
  • Assisted network administrator with Microsoft Server/Active Directory Administration and Support.
  • Created MS Exchange Administration (user accounts) for end-users.
  • Tested and monitored network equipment.
  • Provided setup, configuration, and support for telecommunications for video/web conferencing and mobile devices (iPhones, blackberries, androids and iPads)
  • Installed and configured COTS software.
  • Created call logging system for Helpdesk technical and non-technical users.
  • Facilitated one-on-One technical training sessions.
  • Implemented technical software
  • Assisted network administrator with COTS database software (Access, MS Server/SQL, and PageMaker.
  • Archived and retrieved configurations of software and images
  • Monitored and distributed Data Backups systems.

Confidential, Arlington, VA

Desktop Technician

Responsibilities:

  • Provided hardware and software support to 300+ end users via desktop and telephone, and remote desktop support (Altiris and Dameware)
  • Utilized Active Directory administration and maintenance
  • Used Altiris Deployment Console to create and update computer images for 300+ desktop and laptop computers
  • Tracked and updated service requests through Altiris
  • Configured and troubleshoot Cisco VPN client issues
  • Troubleshooting and the activation of network ports on Cisco and Netgear switches and routers
  • Provided Audio Visual support for Webinars, and WebEx conferencing
  • Conducted password resets and setup of phone extensions
  • Administered and maintained BES, BESX, Blackberry, iPhone, Android and Smartphone handhelds

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