SUMMARY:
Solutions - focused professional with experience in system analysis and technical support for large scale corporations with 1000+ users. Well versed in a variety of common operating systems, applications and hardware/software with a proven ability to master new tools and technologies quickly. Demonstrated success in articulating technical concepts and provided to users of varying technical understanding.
TECHNICAL SKILLS:
Hardware/Systems: Configuring various brands of desktops and notebooks for local & domain use, configuring and repairing Printers (Network & Local), Scanners, modems, hard drives, Peripheral devices, updating bios, Expansion cards (NIC, video, sound, and AGP) iPhone, iPad, Blackberry, Android
Applications/Software: Active Directory, Remote Desktop, Windows Operating Systems (NT/2000/XP/Vista/7), MS Office (2003,2007,2010) Norton/McAfee/Symantec, Trouble Ticket (Remedy, Track-IT, State Archiving System (SAS), Freedoms, Oracle Database, Service Now, Service Desk, Norton Ghost, Ghost Symantec, MS Exchange 2010, Endeavor Voyager, Library. Solutions, State Archiving System (SAS), Freedoms, and Oracle Database, VERITAS Backup Exec 9.0, 9.1, User State Migration Tool (USMT)
EXPERIENCE:
Senior IT Helpdesk Technician
Confidential
Responsibilities:
- Managing, creating incident tickets and resolving user issues via Service Now (ROC Network Portal Console).
- Provided desktop/laptop setups and office moves for clients and executives.
- Imaging and migrating laptops with Win 7 & Win 10
- Account management with Active Directory
- Provided remote desktop support
- Creating Mailboxes in Exchange Management
- Provided users with Safe boot Password Encryption on Laptops
- Office 365 Support
- Knowledge of Microsoft Intune Mobile Devices
Confidential, Washington, DC
Helpdesk Tech & Desktop Support
Responsibilities:
- Managing, creating incident tickets and resolving user issues via Microsoft System Center 2012 R2
- Managing inventory
- Provided desktop/laptop setups and office moves for clients and executives.
- Imaging and migrating laptops with Win 7
- Account management with Active Directory
- Provided remote desktop support
- ShoreTel support by dealing with users phone setups and configuring IP addresses
- Managed users Microsoft Office 365 accounts for technical support
Confidential, Washington, DC
Desktop Support Analyst / Help Desk
Responsibilities:
- Provide local support to users over the phone and in person.
- Manage user accounts within Active Directory.
- Provide account management such as resetting passwords, unlocking accounts through the use of Active Directory.
- Re-imaging machines to the latest Microsoft software
- Installing, configuring, diagnosing, repairing, maintaining, and upgrading all Desktop, Laptops, Printers, PC hardware and equipment.
- Troubleshoot connectivity issues locally and remotely.
- Installation and configuration for Windows 9x/ NT/2000,MS-DOS 6.22, Windows XP, Windows 2000, Win 7, and Norton Anti
- Setup and maintain records for loaner laptops used for international travel.
- Use Service Desk to assist users according to SLA rules.
- Troubleshoot printer issue both local and remote.
- Repairing hardware and diagnosing software issues
- Install move add on components iMac troubleshooting and configuration
- Routine network administration - (back up scheduling, help desk tracking, user profiles & access)
- Maintaining Network Servers
- Configuring Domain Controller Security Configuration
- Updating HP BIOS
- Managing computer inventory of different systems throughout the company
Confidential, Washington, DC
Information Technology Specialist/Administrator
Responsibilities:
- Provide support to users remote and local.
- Image and deploy laptops to users in efforts to refresh out of warranty laptops.
- Migrate users from Windows XP to Windows 7.
- With the use of Net IQ manage user accounts, manage computer accounts.
- Monitoring and evaluating of system and network performance.
- Troubleshoot printer issue both local and remote.
- Support Microsoft Office Suite as well as Google Tools.
- Provide support for various VTC meetings.
- Remain updated on new technologies and various implementations.
- Provide desk side support to users and also provide them with hands on with various software and equipment.
- Microsoft System Management
- Troubleshoot problems on Windows NT 4.0 Workstations, Windows 2000, Windows XP 2003, Windows 2000 Servers, Norton Antivirus Servers, Windows Server 2003, and Win 7
