SUMMARY:

• Exceptional 5+ years of experience responsible for providing on - site support, currently providing support to over 2000 users and 66 VIP Users and 38 sites in Northern VA which includes the receiving, inspecting, tracking, installation, configuration, documentation, and support and troubleshooting of technology equipment.
• This includes, server builds and configuration, network equipment, storage systems, and cabling within the data center environment.
• Apart from that I have proved myself as a great team player capability, leadership quality, Multi lingual and have always provided quality service without any downtime.

TECHNICAL SKILLS:

Windows (7, 8 & 10), Remote Desktop Applications, VPN, Office Suite (Access, Excel, PowerPoint, Word), Macintosh OS 10.8 and above, Linux support, DHCP,DNS,HTTP,SSL,OSI Model & TCP/IP Protocols, Troubleshoot & repair, Deployment, Audio & Video support,Redhat,shell scripting, Aws, Hardware repair or assemble & Remed

EXPERIENCE:

Confidential, Ashburn, VA

IT Support specialist

Responsibilities:

• Imaging and installing software on Windows, and MacBook/ IMAC
• (Brick, Debrick, Reload and Hardware upgrade) onsite and Remote
• Troubleshooting post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices
• Disposal, redeployment and Asset reclaim (HP, Toshiba, Dell and Macs)
• Data Backup and Data Recovery coordination
• Warranty and Out-of-warranty repair and replacement
• Providing exceptional support for P1/P2 incidents within the time limit
• Providing Health Checks to authorized Confidential retail stores and VZ wireline locations
• Inventory and Asset Management - Depot Operations
• Coordinating with external vendors for dispatch support
• Identifying and resolving software application conflicts (Citrix, MS Office, G suite, Pulse secure)
• Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents
• Responsible for asset tagging and entering all incoming equipment into our asset management system
• Collaborating with cross functional teams to properly onboard incoming new hires
• Ensuring that hardware is properly assigned and updated into our management system
• Providing weekly reports on physical inventory counts as well as record weekly outflows of hardware equipment
• Ensuring that resolutions are consistent with company standards and policies Requirements/Qualifications
• Networked printer experience (queue creation, server maintainence, etc.)
• Excellent organizational skills and ability to prioritize Incidents over tasks among many competing requests

Confidential, Ashburn, VA

Data Center Technician

Responsibilities:

• Assisted in maintaining the regular computer maintenance schedule as well as answering support calls
• Worked with management to maintain the company database and keep it accessible to all data center personnel
• Part of a team that planned and executed two significant computer upgrades
• Trouble shoot servers, switches, and client systems, cable patch panels, install operating systems
• Installation of Dell blade servers client machines, set up VPN access for internal employees, upgrade systems, fiber channel switches, workstation builds and repairs
• Provided technical support for internal customers
• Maintain all of the test equipment needed in the lab environment
• Provided (provide the software names) software for the entire engineering and developer staff
• Provided infrastructure so that internal locations could communicate through the main lab
• Reply to and answer help desk tickets (provide the ticketing system name)
• Delivered excellence in customer service through situational analysis and timely resolve of escalating problems
• Storage array configurations, racked and cabled all equipment for enclosures
• Processed inbound and outbound technical support calls at a 20% faster rate than team average
• Referred difficult issues to upper management while maintaining positive rapport with customer

Confidential, Herndon, VA

IT Support Technician

Responsibilities:

• Installed and configured network devices such as routers, switches & extenders
• Assembled client’s computers and installed various operating systems
• Installed printers, cloud connectivity, installation latest network drivers and troubleshoot of network connectivity issues
• Running and clipping CAT6 cables and fiber optics plus resolving tickets based on cable installation & Troubleshoot
• Created tickets and escalated issues to the essential personnel using the Remedy software
• Assist management with scheduling, service protocols improvements and quality assurance
• Researched issues on various computer systems and databases to resolve complaints, answer inquiries and outline solutions
• Provide technical support to end-users on proprietary software and applications including installation basic usage and appropriate service
• Performed troubleshooting technique s over the phone or via web messenger to identify and resolve issues

Confidential, Fallschurch, VA

IT Assistant

Responsibilities:

• Work and resolve IT issues under Admissions department of the college
• Assemble, Disassmble Computers depending upon requirement
• Configuaring and troubleshooting Hardware or software issues in server
• Upgrade or degrade hardware of Mainframe server computers depending upon requirement
• Installing and troubleshoot local and network printers
• Setup, configure and troubleshoot wireless and wired network connected devices
• Troubleshoot and repair Laptops of the clients
• A/V configuaration and troubleshoot of Projectors

Confidential

Data Tenter Technician

Responsibilities:

• Resolving Most support issues following policies and procedure
• Deep diving and troubleshooting hardware issues
• Performing root cause analysis of IT issues
• Working Tier I tickets related to DB, S3, Redshift, and networking
• Working on small IT projects
• Wiping, rebuilding switches
• Provided business-clients with efficient support/responded to phone calls, emails, and in-person requests
• Administer desktop and telephone support for Windows Enterprise/ Active Directory
• Document all incoming calls in database, give first and second level support, and escalate all unsolved issues to next level support
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Installed software, configured and tested customer PC’s, analyzed functionality of peripherals
• Worked closely and effectively with vendors to replace/repair defective hardware and software
• Instructed and trained end-users regarding computer literacy
• Collaborated with company staff to optimize working environment and customer service.
• Ran routine phone troubleshooting and configuration
• Trained sales-department staff and guided them in helping clients select the right product
• Collected information through client phone calls to identify and report product problems
• Accurately diagnosed, documented, and resolved hardware, software, mobile device, application, peripheral, remote
• Supported numerous company activities by setting up and configuring laptops, projectors, video teleconference
• Conducted training on internal systems, local procedures and other technical subjects for company employees
• Tasked with monitoring, organizing and editing help desk tickets in trouble ticket system

Confidential

IT support

Responsibilities:

• Provided business-clients with efficient support/responded to phone calls, emails, and in-person requests
• Staff hiring and Resolving issues
• Maintaining website & social pages
• Provide technical assistance and support for incoming queries and issues related to
• Installed software, configured and tested customer PC’s, analyzed functionality of peripheral appendages
• Instructed and trained end-users regarding computer literacy
• Collaborated with company staff to optimize working environment and customer service.
• Ran routine phone troubleshooting and configuration
• Trained sales-department staff and guided them in helping clients select the right product
• Collected information through client phone calls to identify and report product problems
• Accurately diagnosed, documented, and resolved hardware, software, mobile device, application, peripheral, remote
• Supported numerous company activities by setting up and configuring laptops, projectors, video teleconference
• Tasked with monitoring, organizing and editing help desk tickets in trouble ticket system

Confidential

IT Department Maintenance

Responsibilities:

• Provided business-clients with efficient support/responded to phone calls, emails, and in-person requests
• Staff hiring and Resolving issues
• Maintaining website & social pages
• Provide technical assistance and support for incoming queries and issues related to
• Installed software, configured and tested customer PC’s, analyzed functionality of peripheral appendages
• Instructed and trained end-users regarding computer literacy
• Collaborated with company staff to optimize working environment and customer service.
• Ran routine phone troubleshooting and configuration
• Trained sales-department staff and guided them in helping clients select the right product
• Collected information through client phone calls to identify and report product problems
• Accurately diagnosed, documented, and resolved hardware, software, mobile device, application, peripheral, remote
• Supported numerous company activities by setting up and configuring laptops, projectors, video teleconference
• Tasked with monitoring, organizing and editing help desk tickets in trouble ticket system