SUMMARY OF EXPERIENCE:

• Confidential is an experienced information technology professional with desirable experience in Help Desk/PC Technician Technical Support.
• He is a highly motivated self - starter with experience in Tier 1, 2 and 3 support and Computer Networking.
• He has excellent organizational and technical skills.
• He has excellent customer service skills with the ability to interact with all levels of customers and management.
• Confidential possesses knowledge in the areas of technical maintenance and has a keen understanding of compliance and management issues in achieving service level agreements.
• His highest area of expertise is in troubleshooting issues from Desktops, Laptop and wireless devices.
• He has analyze, assess and interpreted end-user requirements for software to be used near-term and in the foreseeable future.
• He has identify and assess EUD performance for hardware/software utilization.
• Fine-tunes the desktop systems, hardware, software, etc., for increased systems performance.
• Working with BLS he has evaluated desktop performance using software and hardware monitoring tools.
• Researched customer inquiries to identify issues, diagnose problems, and recommend solutions regarding inquiry trends, technologies or process-related concerns.
• Develops and maintains problem tracking and resolution databases.
• Participated in ad hock project groups dealing towards Tablets and deployments.
• As a team member, prioritizes activities and assembles resources to ensure timely completion of projects, applying concepts and methodologies required for effective project management and Customer Relationship Management.

RELEVANT SKILLS:

Operating Systems: Unix, Windows 7, Windows XP, Windows Vista, MAC & Linux

Hardware: Dell laptops, HP Laptops, Compaq Desktops, Canon Printers, HP Printers, Dell Scanners, Blackberry, Iphones, Fujitsu Tablets, Ipads & Canpn Copiers

Software: Checkpoint Security, Active Directory, Lotus Notes, MS Windows, HTML, MS Internet Explorer, MS Office (Word, Excel, Powerpoint), Corel WordPerfect 7.0/8.0, Adobe Pro, Dameware, Sharepoint

Languages: Java

Networks: CISCO

WORK EXPERIENCE:

Confidential

IT Specialist

Responsibilities:

• Provide tier 2 & 3 technical support on Dell Laptop and Desktops.
• Performed administrative task with Checkpoint Security on more than 1000 machines.
• Provide Hardware support on Printers, laptops, and Desktops.
• Setup multiple conferences and training rooms with A/V equipment.
• Perform multiple Migrations with Confidential tablets and HP ZBook laptops.

Confidential

Administration Support

Responsibilities:

• Track and resolve computer security problems using Remedy and Lotus Notes.
• Perform repairs and maintenance on computer workstations, including set-up, configuration and testing of customer’s new and existing personal computers and laptops to the network.

Confidential

Help Desk Analyst

Responsibilities:

• Support XP and Windows 7 operating environments.
• Track and resolve computer security problems using Remedy and MS Outlook.
• Perform repairs and maintenance on computer workstations, including set-up, configuration and testing of customer’s new and existing personal computers and laptops to the network.

Confidential

Help Desk/Technical Support, Remote Desktop and Field Support

Responsibilities:

• Supported users with multiple applications; provided technical support for Dell laptops, desktops and hubs; analyzed Window XP errors and fixed many issues.
• Installed and removed software.
• Fixed and closed over 20,000 Remedy tickets; provided phone and onsite support to users; and followed proper call escalation procedures.

Confidential

Help Desk/IT Analyst

Responsibilities:

• Provided phone and field support to users.
• Responsible for hardware and software troubleshooting.
• Performed PC deployment, by deploying and imaging PC's/hard drives in a Confidential Government building.
• Set up workstations in different offices and re-imaged the hard drives from previous computers.
• Provided phone support for over 50 users a day. Fixing many Tier 1 problems such as network printer connectivity, hard drive replacements, mouse and keyboard replacements.
• Desktop support included installing software with restricted permissions, adding accounts, virus protection, configuring firewalls, etc.
• Problem solving MS Word, Excel, and PowerPoint. Using Active Directory to add and create users, computers, groups and organizational units.

Confidential

Technical Support

Responsibilities:

• Replaced and installed hardware/software parts (hard drives, CD Drives, memory, network cards, Sound Cards, Mouse/keyboard ports).
• Provided basic Network Administrator maintenance in the networking room which included backing up memory and keeping track of accounts and computers that come on and off the network.
• Controlled and fixed laptops and desktops that were being deployed for travel, while configuring them to any network or wireless network.
• Provided overall technical assistance to the entire company.
• Controlled and provided maintenance in the network room and all workstations in the company.
• Installed new programs for employees. Managed the procurement of technical devices for the firm.
• Managed the email server with assistance from Instegate (contractor).