TECHNICAL SKILLS:

Overview: Skilled at building PCs. Able to install, troubleshoot and support operating systems and applications, as well as manage and troubleshoot network connections and wireless networks.

Networking: Configure LAN and WAN (all 802.11) network routers and printers through secure WEPx, WPAx, and SSID. Install workgroups and provide Remote Desktop assistance. Network and printer maintenance.

Software: Windows 8, 7, Vista, and XP; Windows Server 2008; MAC OS X 10.8.4 and MS Office 2010 and 2007; and Image Burn; Various Antivirus Suites; VMware; Firewalls; Remote Desktop; VNC; GIGLIO database; legal software.

Hardware: Desktops, laptops, printers, scanners. Format, partition EIDE, SATA, SCSI, and SSD and perform data recovery and imaging.

WORK EXPERIENCE:

End User Support Technician

Confidential

Responsibilities:

• Provide performance based lessons learned, feedback to the Help Desk, Engineering, and Confidential knowledge base to improve First Call Resolution at the Service Desk.
• Test, troubleshoot, and resolve incidents related to workstations and their associated peripherals, local and network printers and faxes, wall - mounted projectors, smart boards, Video Tele-Communications (VTC) end-user and conference room equipment, and all approved software.
• Update, replace, reconfigure, modify, and/or adjust all hardware and software defined herein Provision, install, move, add, change, decommission, de-install, and/or retire all hardware and software defined herein Interact with, update and close service tickets associated with the services provided herein through the Government furnished BMC IT Service Management Suite
• Participate in, execute, deliver, monitor and manage desktop operating system and software patching to support Federal Information Security Management Act (FISMA) compliance for all supported IT Deliver, install, and modify end-user computing devices in a manner capable of interacting with System Center Configuration Manager (SCCM), McAfee e-Policy Server, and any configuration management solutions available for support, resolving management and security issues before deployment
• Ensure all IT solution deployments are operational at point of delivery When not being used by customers, return all IT assets (equipment and peripherals) to inventory utilizing and conforming with the Government’s IT Asset Management contract and its prevailing forms, workflows, and procedures
• Ensure all assets are returned to Asset Management within 48-hours of being de-installed, removed from service, and / or recovered
• Execute a technology refresh of approximately 25% of all, non-leased, assets each year Recapture, reclaim, and return all abandoned equipment to inventory
• Immediately update the inventory record of any and all assets encountered, or serviced.

Desktop Support technician

Confidential, New York, NY

Responsibilities:

• Test, image and clean PCs, laptop, monitors, printers, and other related hardware.
• Maintain, analyze, and troubleshoot, software and computer peripherals.
• Set up, configure and add all hardware.
• Assist Corporate Desk Side Support technicians with large Confidential .
• Assure that all tickets requiring follow up work and/or calls receive appropriate attention.
• Provide technical support to end users via telephone. Back up and burn end user data.
• Assist in developing and documenting improvements to current processes.
• Assist coworkers in resolution of end users' technical issues.

Technology Service technician

Confidential, New York, NY

Responsibilities:

• Followed the established guidelines and open Incidence/Service Request tickets
• Gathered, organized and documented relevant information regarding the issue being reported directly from customers
• Consistently applies excellent customer - service techniques to all interactions (Phone call, email, chat or walk-in) and work (e.g., set expectations appropriately, confirm a problem is resolved or understood correctly and ensure satisfaction)
• Use knowledge content (knowledge bases) and personal technical background to identify and resolve IT issues
• Escalates single-user issues when and where appropriate (e.g., service owners, senior Helpdesk support, other Helpdesks) as per knowledge content and training
• Participated in Helpdesk tasks and projects when appropriate

Confidential, New York, NY

Help Desk Technician

Responsibilities:

• Assisted over 100 Confidential students by guiding them through the process of taking their tests through software named EXAM 4 (software that students use to upload their tests from their laptops to a server instead of using Confidential (Outline Paper) that are given by Proctors).
• Made certain that there were no difficulties in this process by making sure they were properly logged onto Confidential 's wireless network, that they chose the right objects in the Exam 4 Prompts and waited for the Proctors to begin their test.

Confidential, New York, NY

Helpdesk Support

Responsibilities:

• Provided high quality customer service to the Confidential: faculty, administrators, staff and students, via phone, e - mail, web form or walk-in.
• Used trouble-ticketing system to track service requests.
• Troubleshooted specialized software and system problems including local network hardware and software problems and perform skilled maintenance and extensive repair of parts and equipment, referring unresolved problems to more senior personnel, vendors, or Central ITS, as appropriate.
• Provided basic training to users on standard desktop software as requested.
• Provided users with an orientation on non-standard applications, such as how to access a database or run a standard report.
• Set-up and configured PCs, load software and ensure PCs are operating to standards and are fully operational.
• Installed new software releases, system and computer upgrades, virus software, etc. as directed.
• Set-up and troubleshooted peripherals (e.g., printers, fax machines, etc.) following established procedures.

Helpdesk Support Assistant

Confidential, New York, NY

Responsibilities:

• Made certain that there were no difficulties in this process by making sure they were properly logged onto Confidential 's wireless network, that they chose the right objects in the Exam 4 Prompts and waited for the Proctors to begin their test.

Help Desk Support Technician Tier

Confidential, New York, NY

Responsibilities:

• Assembled and dis - assembled computers and laptops
• Installed software on computers and laptops
• Imaging and burning software to be placed on laptops
• Supported the IT team in the maintenance of hardware, software and other systems
• Troubleshoot issues with equipment like printers, computers and servers
• Software updates backups, when requested

Confidential Tier

Confidential, New York, NY

Responsibilities:

• Troubleshoot computer problems
• Determined source of computer problems and took appropriate action
• Assisted in the setup of new users
• Setup PC for new users, documented all actions
• Provided computer orientation for new company staff
• Supported the IT team in the maintenance of hardware, software and other systems
• Troubleshoot issues with equipment like printers, computers and servers
• Software updates backups, when requested
• Participated in the development of new desktops, servers or applications