PROFESSIONAL SUMMARY:

Customer service focused Technical Support Specialist with 5 years’ career experience in IT support environments. Skilled in systems analysis diagnostics, troubleshooting and conflict resolution, exhibits excellent organizational and problem - solving skills.

TECHNICAL SKILLS:

• Windows XP, Vista, 7, 8, 8.1, 10, MAC, Microsoft Office Suite 2003, 2010, 2013, 365, Adobe suite, Active Directory
• Citrix Environment, SCCM
• Antivirus Management: Symantec Enterprise Security Management, TrendMicro AV
• Firewall, Avaya VoIP Phones, RSA secure ID management for VPN and secure remote access via VDI
• Professional s: CompTIA A+, CompTIA Security +, ITIL v3
• Ticketing Systems and Monitoring Tools: Remedy 6.3, ServiceNow, Easy Vista, Connect Wise Portal, Real VNC
• Problem - solving and analytical skills, Good interpersonal and communication skills, Team building skills.

PROFESSIONAL EXPERIENCE:

Technical Support Specialist

Confidential, Lanham, MD

Responsibilities:

• Provide technical support both externally and internally at Tier 0 through Tier 3 technical levels to over 36 county Agencies.
• Hands on experience utilizing on - premise and cloud Based Systems and Software (Microsoft Azure).
• Provide hands-on experience with the following technologies:, Active Directory, Citrix, Office 365, Mac, Microsoft Office Application, Crystal reports, SAP, Adobe Suite, Legal Files, MadTrac, Auto Cad, Mc Afee OfficeScan, etc.
• Provide LAN or WAN Account Management (Planning, Integrating and Maintaining) using Windows Server 2003/2008 Active Directory- User account creation, assignment and revoke of rights and permissions, password reset, distribution groups
• SCCM management - Laptops and Desktops and Tablets image deployments
• Printer Set up, Configuration, Management-on print server, Troubleshooting and Maintenance (HP, Xerox, Sharp, Brother, Konica Minolta, Ricoh) (Deskjet, LaserJet, Design jet, Office jet, MFP)
• Bit Locker Management (MBAM) - Encrypt and Decrypt all county user devices.
• Demonstrate an understanding of ITIL processes and use of technology to support users.

Helpdesk Support Specialist

Confidential

Responsibilities:

• Managed and monitored problem ticket treads. Analyzed incidents and determine level of support required. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Thorough Understanding of LAN, WAN and WLAN Technologies.
• Maintained a database utilizing the ticketing system of all telephone calls and messages received requesting customer assistance.
• Maintained and monitor all incidents records within the ticketing system and provide assistance in their resolution when reviewing incident records.
• Installed, configured and managed Network Scanners Environments, smart - boards and Tablets.
• Troubleshot, analyze, resolve, track, escalate and accurately document various technical problems.
• Resolved all customer calls/issues within 20 minutes timeframe or escalate the call or ticket to the appropriate queue/group for resolution (Tier 1, Tier 2, Account Administration, Mobile Support, Asset Management, Team, and Audio Visual Support).
• Responded to and diagnose problems through discussions with users; Includes problem recognition, research, isolation, and resolution steps.

Customer Support Representative

Confidential

Responsibilities:

• Provided advanced Support - PC moves, Virus checking/repair, password resets, basic Troubleshooting accomplished by initial phone support and then taking over end users desktop, then visit to end user workstation, evaluating new requirements.
• Documented support requests using Connect Wise Portal for ticket creation.
• Escalated unresolved cases to relevant onsite support team.
• Diagnosed and troubleshoot incidents on computer hardware/software, network, and communication devices over phone, or via email and try to resolve it.
• Provided advanced Support - PC moves, Virus checking/repair, password resets, basic Troubleshooting accomplished by initial phone support and then taking over end users desktop, then visit to end user workstation, evaluating new requirements.