SUMMARY:

• Customer - focused Desktop Support with 6 years of experience with a broad spectrum of computer operating systems applications and hardware. Exceptional customer service and communication skills; consistently conveys competence and concern to end users. Strong ability to effectively multitask and to perform with a sense of urgency for rapid issue resolution .

PROFESSIONAL EXPERIENCE:

Help Desk Support Tier 1

Confidential, Upper Marlboro, MD

• Deploy network workstations and printers to 200 users
• Imaged laptops, created user accounts and responded to software request for installs
• Analyses user account requirements and creates/modifies accounts to appropriate workgroups
• Monitors file server memory, storage
• Respond to trouble tickets by providing on-site assistance
• Provided support to customers who may have issues regarding equipment on the network.
• Tracked problems using a ticketing system (Remedy).

Help Desk Support / Sales Assistant

Confidential, Washington DC

• Provide high speed internet service and DVD rental to patients
• Technical support for users with varying levels of IT knowledge
• Sets up user accounts, permissions and passwords
• Upgrading software and maintenance on laptops

COM-TECH TECHNICIAN III

Confidential

• At Confidential I performed advanced component level troubleshooting and repairs of all models of STB (set top box) converters.
• I ensured maximum repair quality, minimum repair cost and exceptional customer service.
• Provided technical support and training to less experienced technicians.
• Accurately log repair transactions into a repair database.
• I used a DSAM-6300 ATE (automatic test equipment) to find accurate readings.
• I preformed final testing of all STB's following established/ documented procedures.
• Researched repair issues, special projects, new products, and initiated analysis as assigned and made recommendations.
• Communicated with coworkers and leaders on specific repair issues and provide an exemplary example of professionalism.

TECHNICAL SKILLS:

Operating Systems: Excellent knowledge of Windows 10, and MAC operating systems, HP and Xerox Printers, HP laptops

Software: Microsoft Office 2016, Active Directory, Remedy, Adobe Suite, DameWare, Bomgar, Skype for Business