SUMMARY:

• Articulate, highly motivated IT Professional with 12+ years of diverse Information Technology experience, including working in a real - time, fast pace, mission critical environment as a Computer Hardware/Deployment Technician.
• Highly Developed Organizational Skills: Organized and efficient. Able to multi-task with ease. Confident working independently or as part of a team. Special projects expertise .
• Customer Service Skills: Experienced liaison and point of contact. Excellent people skills and the demonstrated ability to interface positively with customers and all levels of management and staff. Able to resolve problems with tack and diplomacy.
• Excellent Communications Skills: Outstanding oral and written communication skills. Self-confident and professional with very strong telephone skills. Expertise writing, editing, and proofreading reports, memos, and correspondence.
• Computer Skills: Symantec Ghost, Data file transfers, Anti-virus solutions, TADD (Totally Automated Deployment Desktop and laptop repair, Active Directory, BMC Remedy (EAMS) Maximo Ticketing System, Altiris Deployment Web Console, Avamar Web Console, and Proficient in the use of Microsoft Office (2007, 2010, 2013, 2016, office 365). Windows (XP, 7, 8.1, 10) and MAC OS operating systems. Smart IT\Remedy, Air Watch, Meraki, VMware Horizon, Duo, Good Control, Aveksa, Cisco Finesse, Documentum, Adobe Pro DC, Exchange 2010, Cisco Jabber, Skype for Business, Microsoft Teams, Maas360.

PROFESSIONAL EXPÉRIENCE

Confidential - Washington DC

Helpdesk Specialist\IT Support Specialist\AV Support

• My responsibilities consisted of assisting users remotely , installing & troubleshooting Microsoft office products , in house \3rd party applications and software, creating tickets and assigning them to the appropriate Confidential, password resetting\unlocking via active directory, and monitoring the helpdesk ticket que. Creating user accounts for new hire employees . Settings up access to software, applications, and databases per instructions. Creating and granting access to distribution list . Coordinating conference room meetings between locations while also providing onsite support. Work closely with staff to bring incidents to resolution , identifying and correcting on -going issues. Mapping printers, scanners, and network drives. Creating guest wireless accounts .
• Record request for services, timing of response and resolution of issues. Perform IT hardware break \fix , and troubleshoot system related issues. In charge of isolating and repairing of IT and network faults . Manage inventory and tracking assets . Responsible for routine service of local and network printers and scanners. Assist with the re-mapping of printers to users workstations and there naming convention. Provide training and SOP’s for users to access work e-mails on personal and company mobile devices, how to remotely access their office workstation from inside and outside the office environment, and on how to operate AV conference equipment. Responsible for creating new hire profiles for that location. Providing access to all network drives, applications and software per manager approval. Placing all new hire profiles and workstations in the correct organizational unit. Install, relocate, and configure office equipment. I was also to perform IT administrative duties such as ordering supplies, receiving of equipment, and performing inventories. To manage the network closet, patching ports as needed, and to complete service request for network equipment modifications. Provide weekly reports of issues found and resolved from daily inspection of office workstations, printers, scanners, and AV systems .
• With providing helpdesk and desktop support, additional duties were to monitor, support and troubleshoot the conference AV systems . Such as coordinating AV equipment issues to and between management and vendor . Assisting with set-up of conference room meetings, and to test and evaluate all of telecom and cisco AV equipment. Complete a daily checklist, verifying all AV features and equipment were operational.

Confidential - Sterling, VA

Desktop Engineer

• My primary responsibilities as a Desktop Engineer were to assist with the installation and upgrading of network closets at hospital locations. Once the network was up and running to I was to survey the workstations at the location, verify the IP configuration, and troubleshoot end user issues when necessary. Rebooting printers, scanners, workstations , and hospital equipment verifying that the machines have been set with the new IP configuration.
• Once the upgraded network equipment (i.e. Switch, Firewall, UPS) has been configured and all the office devices have been verified with the correct IP configuration, customer service was to be provided to ensure proper device functionality. Making sure workstations can print to the correct printer at the location, making sure applications and software are running correctly. Mapping network devices to workstations as necessary, and configuring IP addresses via Cisco ISE, and Infoblox.
• Other duties consist of visiting hospital locations before the assigned date of network closet migration to verify equipment. Taking photos of the network closets and its equipment. Providing reports of old equipment that were in need of replacement. Assist with rack setup, configuration, and patching. Assisting with the remediation schedule and plans for past migrations and communication bridge to other departments about migration updates. Verifying the network closet setup, temprature of the network closet, making sure the patched network cables were neat and correctly placed. Assisting with the oversight of daily operations, company procedures, and preperation of reports.

Confidential - Washington, DC

IT PC Replacement Tech\ Tier 2 Sr. Tech Support Engineer

• Responsible for the complete replacement of out-of warranty IT equipment and the Installation of hardware and software for the Migration Project, which consisted of data migration of user profiles. Setup of local and network printers, fax machines, copiers, scanners, and plotters. Manage Maximo ticketing system and SLA targets and that response is accurate and timely. Hardware, software, and image testing/configuration. Provide remote and desk side support for employees by assisting Tier I & II Helpdesk\Desktop Support during staffing or network wide issues.
• Providing computer support to users in a help desk setting; taking calls from user’s issues ranging from connectivity issues, email support, software and hardware issues, network printer maintenance support, and trouble shooting, video conference setup, hardware/ software in a break fix department.
• Desktop remote experience, IMAC (Install Move Add Change) computer system configuration and imaging tech using Ghost
• Software. Active directory management for users’ policy rights, VMware Virtual builds and installs. Asset Management.
• Establishes and implements short- and long-range organizational goals, objectives, strategic plans, policies, and operating procedures; monitors and evaluates programmatic and operational effectiveness, and effects changes required for improvement. Provides strategic advice and recommendations to leadership in the development, implementation, and evaluation of new or modified operating policies, practices, and procedures within the specified functional area of focus.

Confidential

Sr. Desktop Field Support Technician

• Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
• Repaired and replaced hardware, including PC's, laptops, printers and scanners Installed system software, including o perating systems, Microsoft Office. Ordered necessary supplies and parts to repair malfunctioning hardware .
• Trained both internal and off-site users in repairing and resolving reoccurring issues, restored data, operating systems, files, documents and drivers. Maintained accurate hardware and software inventories. Set up and configured hardware and software on company equipment; Installed software and operating systems on company computers.
• Built and repaired Dell, HP and Asser computers ; Maintained hardware/software inventories and warranties
• Receiving assets, moving equipment within a site, staging equipment for build/image activity. Provide technical support to clients as part of pre-deployment asset discovery. Executing the replacement activity, updating the asset management system to reflect the activity and preparing the replaced asset for disposition.
• Provide resources and technical assistance for migrating data-including, hardware environment refreshes, storage reclamation, consolidation and other key infrastructure initiatives. Provide technical training to clients on hardware and software application usage.
• Onsite real time problem analysis, diagnosis, and implement resolutions both on site and off site. Maintain detail information and record on all installation, upgrade, relocation, removal from work orders and user requests.
• Provide end user technical support, answer questions, and provide information via phone, e-mail, desktop support, or onsite hardware and software direct support.