TECHNICAL SKILLS:

• Windows7/Windows 10
• Hummingbird DM5
• Blackberry Desktop Manger
• Adobe Acrobat Pro/DC
• Cisco VPN
• Ghost
• Safeboot
• Dameware remote control
• Windows 7 Enterprise
• Bigfix remote controller iOS &Android Mobile
• Skype for Business
• Active Directory 2008
• Tamberg audio & Video equipment
• Landesk
• Mac OS X
• Workshare Professional
• Remedy 7.6
• Active roles
• ShoreWare Director
• Air watch
• Citrix Director
• Webex
• Team Viewer
• Sopho’s anti virus
• Microsoft Office Suite 2013/2016
• Polyocom audio & video equipment
• Cisco unity connection administration
• Cisco unified cm admin
• Altiris
• Lync
• Shoretel 11.2
• Service now
• Citrix Studio

PROFESSIONAL EXPERIENCE:

Confidential, New Carrollton, MD

IT Field Technician

Responsibilities:

• Follow scripted process to de - install phased out equipment and prepare for shipment
• Install users new equipment ensuring the users peripherals are all connected and functioning properly
• Install and configure new IT equipment, perform PC Refresh, deploy new hire installs of equipment, PC moves, retirement and pickup of devices set for retirement.
• Wipe drives with proper chain of custody. Basic inventory management. (resolve incidents and upgrade different types of software and hardware.
• Installation of new hardware for customers, such as new monitors, docking stations, or keyboards
• Diagnosed and resolved software and hardware incidents, including operating systems (Windows 10) and across a range of software applications on the client machine (Office applications, Outlook, Skype for Business, etc.)
• Complete assigned tickets by carrying out problem analysis to implement fixes and computer installations with the aim of restoring service to the customer restoring service to the customer as soon as possible.
• Record, update and document requests using the IT service desk system (ServiceNow).
• Maintained a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Active Directory Admin (New accounts Domains, Permissions Group Policies)

Confidential, Beltsville, MD

Remote Support Specialist/ Helpdesk Tech

Responsibilities:

• Maintain high ratings on our marketplaces by providing an exceptional customer experience through email, messaging and phone support
• Facilitate RMAs (returns, refunds, and exchanges).
• Used TeamViewer 10-14 to promptly assist users with any software issues in conjunction with soft phone to provide as much hardware support as possible
• Utilize computer technology to handle high call volumes.
• Work with supervisor to ensure proper customer service is being delivered.
• Close out or open tickets within the SLA’s.Compile reports on overall customer satisfaction.
• Troubleshooting initial computer setups, diagnosing failed hardware components from symptoms and answering technical questions from prospective customers.

Confidential, Washington, DC

Deployment Tech/ Deskside Engineer

Responsibilities:

• Install and support PCs, laptops, tablets, mobile devices printers, peripherals, and connected equipment in an IT Enterprise environment comprising 6,000 - 8,000 users
• Ability to work Train/guide computer users, as needed independently in a customer environment
• Logged work done and future work Via ticketing software (Remedy 9& Sercice Now).
• Apply basic troubleshooting skills to identify and resolve issues and protocols related to Office 365, Windows 7, 8, & 10.
• Ensure deployment inventory workflow is properly tracked and completed in Service Now asset management system . (Service Now/Eams)
• Provide network configuration and troubleshooting techniques such as TCP/IP, WINS, DHCP and DNS within Windows- 7 operating system and Windows 10 and MACs.
• Served as the primary IT-support technician to users of the Executive Staff (ES), the Office of the Chief Operating Officer (OCOO), the Office of the Investor Advocate (OIAD), the Office of Strategic Initiatives (OSI), and the Office of Municipal Securities (OMS). I also support other VIPs in the agency.
• Used IBM Big Fix and Windows Easy Transfer to back up and restore user’s machines. Reimaging and/ or repairing workstations
• Set up and troubleshooting remote access issues, Citrix Studio and RSA token
• Installs and support software (Dragon, JAWS, Kurzweil, Zoomtext).
• Market research for new hardware or software for users with special needs. (Ergo keyboards, ergo mouse HD monitors, wireless headset and etc.)
• Reduce the cost of purchasing by Managing the asset life cycle from planning to disposal(Service Now)
• Setup the medical telework equipment and ship it to the user’s resident
• Set up the demonstration for need assessment with users with special need, in person or via WebEx.
• Set up and Troubleshoot iPhones for users
• Active Directory Admin (New accounts Domains, Permissions Group Policies) also Assist users in resolving access issues with their Personal Identity Verification (PIV) cards

Confidential, Silver Spring, MD

IT Desktop Support Technician

Responsibilities:

• Provided and coordinated technical support, problem resolution and maintenance for the company’s computer hardware, software and networking systems 100 units.
• Managed IT support for the entire northeast division
• Maintained IT assets for the northeast corporate offices
• Tracked, documents and resolves user requests and requirements utilizing the support center call tracking software.
• Active Directory Admin (New accounts Domains, Permissions Group Policies)
• Assisted with small group training on systems applications as necessary
• Gathered information and reports on user support issues, trends, and other areas factors related to support issues, and works with appropriate team members to assist in developing solutions that enable greater efficiency and effectiveness.
• Managed ShoreWare Director phone system for northeast division
• Administered user accounts and machines in a Windows 7/10 environment
• Troubleshoot Microsoft Office 2016 /365

Confidential, Fulton, MD

Web Support Specialist /Tier 1Desktop

Responsibilities:

• Maintain a database to track applicants
• Escalate tickets to tier II for deskside support
• Conduct weekly Information sessions
• Troubleshoot issues for students/faculty members
• Serves as a key member in the evening shift to the rest of the Tier 1 analyst
• Upkeep and provided maintenance for Confidential users