SUMMARY:

Highly qualified IT professional with experience in support for desktop services globally. Diverse technical expertise derived from fast learning and effective application of latest technology. Highly skilled communicator and team leader who facilitates problem solving that accurately assesses technical challenges and successfully transforms ideas into appropriate workable solutions.

AREAS OF EXPERTISE:

• Information Systems Integrity Systems Applications
• Local Area Networks Microsoft Office 2003, 07, 10
• Windows 10 VPN
• HP Printers Systems Network Security
• Remote Assistance Office 365
• Project Management Remedy Ticketing System
• Active Directory SCCM Client

PROFESSIONAL EXPERIENCE:

Confidential

Travel Support Specialist

Responsibilities:

• Traveled (80 - 90%) to field offices in the US and Canada to independently diagnose and resolve technical problems such as computer/network/software issues, mobile device issues, etc.
• Basic problem management and escalation of pervasive technical issues.
• Exercised independent judgement on selecting methods of troubleshooting and obtaining information.
• Documented all support incidents into Incident Tracking Database and monitor team documentation for accuracy
• Acted as technical advisor informing Branch Management of areas for improvement and best practices
• Worked on complex technical issues with Windows 10 and Office 365 Laptops and Tablets
• Functioned as an advocate for our field users
• Conducted Wireless Site Surveys using provided equipment and upload results in a timely manner
• Completed travel plans, expense reports, post-visit emails and other necessary administrative tasks in a timely manner

Confidential

International PC Deployment Technician

Responsibilities:

• Worked as a team to manage the deployment of Confidential base machines to implement windows 10 upgrades.
• Effectively migrated desktop machines to laptops with windows 10 images.
• Provided documentation to project manager with migration numbers, issues, and stats.
• Verified connectivity and migrated data and applications to new machines.
• Assisted in deskside support and training of users in the implementation of windows 10.

Confidential, Atlanta, GA

Office 365 Deployment Manger

Responsibilities:

• Worked as a team to manage the deployment of several P&G sites nationwide in the company-wide implementation of office 365.
• Effectively set, managed, and communicated expectations both internally and externally for deployment process.
• Collaborated with Protor and Confidential in creating the deployment processes and communications to the company.
• Migrated desktop and laptop computers from various office versions to office 365.
• Assisted in deskside support and training of users in the implementation of office 365.

Confidential, Lugoff, SC

IT Specialist

Responsibilities:

• Served as a company liaison with customer on administrative and technical matters.
• Responsible for supervising the manufacturing and installation of computer or computer-related equipment and components
• Test and image desktops and laptops
• Maintain, analyze, and troubleshoot, software and computer peripherals
• Setup, configure and add all hardware
• Assure that all tickets requiring follow up work and/or calls receive appropriate attention
• Provide technical support to end users via telephone
• Back up and burn end user data
• Assist in developing and documenting improvements to current processes
• Assist coworkers in resolution of end users' technical issues
• Assist coworkers in the execution of established processes and escalation
• Test, image and clean PC's, laptop, monitors, printers, and other related hardware

Confidential, Atlanta, GA

I.T Business Development Mobility Analyst

Responsibilities:

• Served as a company liaison with customer on administrative and technical matters.
• Trained and instructed customers in the operation and maintenance of tablet systems.
• Provided installation and troubleshooting documentation as needed.
• Used ticketing system to respond to technical support issues and logs information regarding requests and support activities that have minimal customer interaction. For example: Wiping/re-imaging equipment to prep for inventory, Hot Swaps/repairs, phone deployments, pickup of equipment from termination requests, keyboard/mouse replacement.
• Contacted vendors to request warranty service for supported equipment i.e., monitors, PCs, laptops.
• Packaged and shipped decommissioned equipment, and approve operational quiality of system equiptment.
• Traveled across North America and Canada for all new deployments.

Confidential, Orlando, FL

Desktop/Field Engineer

Responsibilities:

• Responsible for maintaining successful day-to-day support and maintenance to an assigned support base through individual desktop support, compliance, and security.
• Worked independently with moderate direction on a daily basis for Network installs, LAN closets, and Outlook set-ups on-site.
• Supported day-to-day on-site support for more than five Lockheed facilities.
• Applyied technical expertise and work with other resources to develop and implement technical solutions to a wide range of desktop support problems skills and HP Laserjet Printers.
• Performed new hire installations including but not limited to computers, printers, VoIP phones, and network connections.
• Established network specifications by conferring with users; analyzing workflow, access, information, and security requirements.