IT / Computer Technician Acara Solutions Resume Manassas, VA - Hire IT People

SUMMARY

IT help desk technician with 12 years of professional experience. I’ve worked with high profile clients such as Confidential, Confidential, as well as Confidential, to ensure customer quality assurance for over 5,000 clients worldwide, as well as working with the Head of IT as an IT Computer Technician, overseeing over 3,000 employees at Confidential . I’m looking to keep gaining more expertise in an IT field for a well - respected organization.

TECHNICAL SKILLS

Active Directory Microsoft Office 365
Windows XP - Windows 10 TeamViewer
Microsoft Word Command Prompt
Microsoft Outlook iOS / Mac / Android Software
Microsoft Excel Remedy Ticketing System
Microsoft Powerpoint PhaseWare Ticketing System
Unix ServiceNow Ticketing System
Remote Desktop Connection ConnectWise Ticketing System
TCP-IP Networking Service Central Ticketing System
Skype for Business

PROFESSIONAL EXPERIENCE

IT / Computer Technician Acara Solutions

Confidential, Manassas, VA

Responsibilities:

I oversee for an operation of re-imaging and swapping out over 3,000 Laptops, and desktops for the entire campus of employees at the Manassas Confidential Location.
Demonstrated strong leadership among peers during multiple projects.
Installing and reimaging HP Laptops, and Desktops from Windows 7 - Windows 10.
Versed in Service Central Ticketing System to open and resolve trouble tickets as a tier 1 and tier 2.
Providing guidance to set up network drives, and map hard drives.
Preparing Weekly and Monthly Status reports for the head of IT, on current weekly assignments, and appointments.
Coordinating appointments with clients to re-image current computers, and upgrade clients to new laptops and desktops.
Keeping track of computer inventory via Computer Asset Tracking System (CATS)
Repairing Corrupted .PST files from outlook for critical saved emails.
Adding and removing users from Active Directory.
Greeting, and assisting new hire employees with Microsoft Outlook, and Skype for Business.
Remoting into employee’s PC’s to correct any IP addresses, WiFi issues, as well as any problems with Microsoft Office 365 using Remote Desktop Connection.

Help Desk Analyst

Confidential, Fairfax, VA

Responsibilities:

Public Trust Clearance - Inactive / Clearable and authorized to work in the U.S.
Working on a daily basis with customers and staff to ensure customer satisfaction in a timely manner for various software’s, and operating systems.
Providing positive leadership and knowledge for help desk analysts.
Training and mentoring new employees that are learning new software’s, ticketing systems and tasks.
Troubleshooting and providing quality assistance and timely resolutions in a call center for over 5,000 Confidential clients.
Creating, and implementing documentation for troubleshooting techniques to aid help desk agents during calls with clients.
Using Remote Desktop Connection to log into clients computers to install Operating systems, connect their internet network connection, set up Dynamic/Static IP addresses, and connect Bluetooth software’s.
Prepare weekly and monthly status reports and provide recommendations to management help correct software problems in the field.
Building motherboards internally on HP computer desktop computers for client use.
Inventorying and refurbishing touch screens, printers, and desktops in an efficient process for the Confidential C.A.R.S program.
Coordinating with software developers and program managers at Confidential headquarters to create solutions for software issues.
Working at Confidential Headquarters in Merrifield, VA as a contractor for Confidential to provide engineering and troubleshooting with customers for the DSS as tier 1, and tier 2 for the Delivery Schemeless Sortation Systems (DSS), and Passive Adaptive Sortation Systems. (PASS)
Building and testing PASS systems for Confidential Headquarters before shipments.
Testing QubeVu Dimensioning Scanning systems for Confidential . (Dim Station, Dim Station XL, Work Station, and Industrial.)

Help Desk Analyst

Confidential, Fairfax, VA

Responsibilities:

Providing positive leadership and knowledge among help desk analysts.
Creating documentation and implementing procedures for new software.
Opening and resolving trouble tickets for software and hardware problems.

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It / Computer Technician Acara Solutions Resume

Manassas, VA

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