TECHNICAL SKILLS:

• Windows XP, 7, 10
• Mac OS
• Office 2010 2016 and 365
• Lenovo Fingerprint Software
• Active Directory
• One Drive
• SharePoint
• Remedy, HEAT SDE, Applix, Domino, Clarify, Vantage, Kintana, Peregrine Service Center, Service Now
• SMS, Dame Ware, UltraVNC, LANDesk
• Office 2007, 2010, 2013, 2016 including Outlook and some Lotus Notes
• Blackberry, Android, Cisco IP phones
• IP phone support
• Window Easy Transfer Wizard
• Druva Backup System
• FlowJo and Image J
• Outlook Exchange
• SAS database installation and support
• Integrated Tax System, Data Warehouse, City Clean Hands support ( Confidential )
• Adobe, Silverlight, JAVA, WinZip, ITunes installation and support
• SCCM, GHOST imaging systems
• Aspect and ACD Phone Systems
• Phone, e - mail, IM, ticket and deskside technical support
• Asset management - new and recovery/disposal
• VPN: Cisco, Juniper, JUNOS.RSA, Checkpoint technical support remote and deskside
• Network printer troubleshooting
• CAC card administration
• HP, Lenovo, Dell hardware experience
• Norton, McAfee, Checkpoint/Endpoint security experience
• Stellar technical troubleshooting skills and deskside manner
• Technical documentation composition/editing
• Experienced in technical support for lawyers, C-level and VIP customers
• Service Now ticketing system
• Cisco Jabber Messaging
• Support Center
• Lenovo ThinkPad Yoga X1 and 260

EMPLOYMENT HISTORY:

Confidential, Bethesda, MD

Desktop Support Tech/TRP Tech

Responsibilities:

• In this role,I support physicians, nurses and cancer researchers who utilize Windows and Mac OS.
• On a daily basis, I order, image and deploy new Dell and Mac desktops and laptops.
• Consultations with the users are performed in advance, to ensure that all software is installed on the new system in advance.
• Old hardware, to include monitors are tagged and placed in a designated area for Surplus.
• Follow ups for excellent customer service are crucial.

Confidential, Washington, DC

Deployment Tech

Responsibilities:

• I am part of a team of Desktop Support technicians, who are performing a huge pc hardware migration.
• The end users are going from an older model of Dell hardware to a new Lenovo ThinkPad laptop.
• On a daily basis, I unbox and reimage the new equipment, schedule a time to survey the user’s old machine to ensure that all existing software will be installed on the new laptop.
• Using active directory, the laptop is placed in the correct OU.
• I deploy the laptop, docking station, peripherals and two 24 inch media monitors.
• Training on the new equipment is part of the migration, as well ensuring that an instructional video is placed on the user’s desktop for future reference.
• Old equipment is returned to my work space, where it is stored for 30 days, then decommissioned and wiped for donation.
• A log of the migration process and bit-locker information is also done mandatorily as part of this migration.
• Post migration support is a large part of this role as well.

Confidential, Washington, DC

Deployment Tech

Responsibilities:

• I assisted in the migration of new hardware for a Win 7 environment.
• Coordinated with end users to back up their data on a hard drive and then returned within a day or so, to complete the actual deployment.
• Labeled and stored old equipment for at least 30 days, to ensure that all data had been moved over.
• Disposed of old mice and keyboards for donation purposes.
• This deployment was in a few locations of the Smithsonian museums, so local travel was required.

Confidential, DC

Win 7 Deployment

Responsibilities:

• Assisted in the deployment of over 850 replacement Dell laptops and dual monitors for a huge Federal government agency.
• This involved every aspect of a deployment, from setting appointments with users to back up their data, to post migration technical support.
• Ensured that migration was seamless, by noting end user’s current applications and mirroring them on the new laptop.
• A big focus was put on Outlook archive email, as some users had emails dating back over a decade ago.
• Ensured that local and network printers were working and configured dual and sometimes triple monitors to user’s preference.
• Documented each deployment in the Remedy ticketing system and added relevant attachments.
• Emphasis was placed on great communication skills with users as well as fellow techs and my lead/supervisor.
• Under a very tight deadline, migrated machines in place in 2 buildings (10 floors each), with application reinstallation, printers, PST’s and data restoration from network saves via Confidential Transfer tool.
• Asked critical technical questions which helped the PM end the project with a perfect finish, 2 days early after the GPO delayed the 10 week project by 3 weeks.

Confidential, DC

Help Desk

Responsibilities:

• Provided phone, walk in, remote and deskside support to over 1,500 Federal government employees.
• Daily functions included but were not limited to managing user accounts via Active Directory, troubleshooting network printers, local printers, Outlook and MS Office suite, web and various software issues.
• Assisted VPN users with log in or account lock out issues.
• Shipped new laptops out to remote users, whose hardware had reached it’s warranty expiration date.
• Assigned temporary Wi-Fi passwords to walk-ins who wanted to use the conference room.
• Maintained hardware inventory list as well as loaner laptop equipment. Imaged and reimaged new laptops on a daily basis.
• Utilized Remedy ticketing system to document all tickets.

Confidential

Help Desk

Responsibilities:

• Responded to a high level of incoming calls, walk ins, deskside, and remote technical issues for the Office of Chief Financial Officer for the Confidential .
• Acted as point of contact on various SharePoint issues, as well as VPN.
• Monitored and assigned tickets using the Service Desk Express (SDE) ticketing system, and managed user accounts via Active Directory.
• Imaged and reimaged hardware via GHOST. Built two test machines for a department head by collecting images from various Confidential agencies.
• Managed audio visual equipment and set up conference rooms for training and conferences.
• Coordinated with various trainers prior to classes, to load software on class room computers.
• Provided one on one training to users in regards to VPN and SharePoint.