SUMMARY

• Skilled Technician with experience providing PC and Client / Server technical support for medium to large sized businesses.
• Support Cisco Anywhere Connect, Citrix Acess Gateway, remote access/VPN issues.
• Troubleshooting on McAfee Host Intrusion Prevention System (HIPS) 7&8.Recognized for diagnosing, troubleshooting and resolving client issues and delivering hardware maintenance, installations and upgrades.
• Proven technical Service Desk operations communication skills, providing services to both technical and non­technical staff.
• Maintains a positive attitude in all instances .Experience with IP addressing, basic routing functions, DHCP.
• Background in Microsoft office applications (Word, Access, Excel, PowerPoint, Outlook), Active Directory,Windows 2008R2 Server,Providing support for Windows 7 Clients,and participate in on - call rotation to provide after-hours support.

TECHNICAL SKILLS

• Hardware:Dell
• HP and IBM workstations laptops docking station
• Motherboards
• Videos and sound card monitors
• CD-ROM drives memory chips
• IDE / EIDE / SATA hard drive and other drives
• Tapes Backup drives
• Scanner and Printers
• Lexmark Printers Support Software / OSMicrosoft Office (all versions) Internet (IE)
• Microsoft Project
• MS Active Directory
• Symantec ghost drive copy
• Remote Assistance and Remote Desktop - Windows 7 / Vista / XP / 2000LINKS

PROFESSIONAL EXPERIENCE

Service Desk Technician

Confidential

Responsibilities:

• Respond to service calls within 30 seconds of first ring.
• Manage and coordinate urgent and complicated support issues.
• Collect information from callers and ensure that tickets are promptly and accurately documented in Remedy so that up-to-date information is available at all times.
• Perform password resets on applicable systems. Setting up Email in Outlook, configuring Outlook Public Key Infrastructure (PKI) with the right Certificates.
• Ensure that other IT requests (application specific and others that cannot be resolved by SD Tier 1, 2) is properly routed to the appropriate support organizations.
• Utilize the knowledge base to guide callers through resolution of reported issues.
• Ensure that all customer phone calls requesting assistance or information are immediately answered, that problems are referred to the appropriate individual(s) by trouble ticket and that individual(s) designated take prompt action.
• Provide suggestions on making Tier 1 duties more efficient and better for the customer.
• Provide excellent client service while troubleshooting client issues via phone, remote tools and e-mail on Windows OS networked enterprise desktop environment.
• Provide follow-up status to clients according to support policies and procedures.
• Solving technical customer issues in the area of firewalls, filtering, IP Networking, Routing, VPNs and application connectivity.

Customer Engineer II

Confidential

Responsibilities:

• Provided installation, maintenance and repairs on equipment within an assigned territory / region, assuring continuity of customer operations and high levels of customer satisfaction.
• Performed Tier II work on products and services of medium-high complexity, ensuring all resolved correctly.
• Including large server and mainframe computers and peripherals, large system printers and plotters, enterprise level servers, networks and software, an item processing reader.
• Responded to customer calls, including problem identification, escalation and resolution of operating system software problems, keeping customer informed during the problem resolution process.
• Provided installation, maintenance and repairs on ATM (second line maintenance) and / or POS (Point of Sale) equipment and other electromechanical equipment at various locations, ensuring all working correctly.
• Conducted repairs as per various customer Service Level Agreement (SLA) requirements, escalating issues according to established procedures.
• Verified site environment met requirements, ensuring installation completed according to set plan.
• Analyzed and corrected technical problems on equipment within assigned accounts, performing periodic preventive maintenance and modifications.
• Conducted network fault management, by assisting in the performance management on traffic, configuration management, security management, software management, accounting management and remote system management.
• Completed administrative functions, including installing modifications and / or upgrades, keeping customers updated on activities.
• Sold supplies, equipment, OEM products and NCR maintenance contracts for basic and / or extended service, ensuring accurate charging for all billable services

Help Desk Technician

Confidential

Responsibilities:

• Supported a 24 / 7 basis to limit system down time during internal or external outages and peak disasters periods.
• Identified and repaired computer equipment showing wear and tear, ensuring all working correctly.
• Collaborated in setting up internet and email accounts with inspectors / staff internet services, conducting troubleshooting for internet, email, user account and password processes.
• Supported multi-message disasters via email and mail, screening, diagnosing and / or referring internal queries and work requests.
• Conducted troubleshooting and support, accurately recording the process for each customer incident, for future reference.
• Aided in the installation and set-up internet and email accounts for customer's internet service, troubleshooting common internet and Outlook Express issues.
• Reset passwords and create accounts using Active Directory.
• Logged all calls on the call logging system, responding to inquiries from clients and assisting them resolve hardware or software problems.
• Arranged for external technical support when problems could not be resolved in-house, helping install and set­up common software applications.
• Assisted set up of internet and email accounts, and installed printers, cameras, mice and keyboards, conducting troubleshooting when required.

Desktop Technician

Confidential, Charles Town, WV

Responsibilities:

• Supported network user administration within active directory, including security, integrity, and troubleshooting; as well as monitoring for potential issues and concerns.
• Ensured Windows / Server patches tested and rolled out to all users in a timely and accurate manner.
• Diagnosed and resolved technical hardware and software issues, researching questions using available information resources.
• Supported other Tech Services staff in resolving technical support when required.