SUMMARY

• Also currently holds a B.Sc . degree in Information Technology and is CompTIA A+, Network + and Mobility+ Certified Technician with training and experience in computer installation and repair.
• Areas of expertise are troubleshooting hardware and software problems, system upgrades, system configurations and technical support. Worked with several Operating Systems, including; MS - Dos, Windows 95, 98, NT, 2000, XP, Vista, Win7 and UNIX. Skilled in network administration, data entry, and data base administration.
• Trained in network installation and posses’ strong customer service skills and also accounting skills. Wide knowledge in different mobile devices such as, Apple IPhone, Blackberry, Androids, Tablets
• Over 5 yrs. experience in providing software support on various vendor PCs and Laptops, such as installing, removing and troubleshooting a numbers of different software applications (e.g. Windows programs, IE, Firefox, Google Chrome, Java, Adobe, etc.)
• Over 5 yrs. experience in providing hardware support on various vendor PCs and Laptops, such as installing replacement hardware or upgrading hardware (RAM, CPU, PSU and Video Card)
• Over 5yrs in troubleshooting and repairing MFP, Scanners, Fax Machines and Printers for Xerox, Canon, Dell and Brothers
• Installed and maintained network running on Windows 2003 Server and Windows 2008 Server.
• Knowledgeable and experience with MS Active Directory, MS ActiveSync/Exchange, Citrix, VMware
• Deployed and installed HP and Dell Desktops, and Laptops for users.
• Performed data migration from old equipment to new and confirm daily site completion via timely and accurate systemic call updates, electronic data transfers, and other data management in accordance with a predetermined schedule, documented processes.
• Packed old machines and other relevant equipments for shipment and completed required paperwork.
• Provide software distribution, patching services, and software automation services to corporate and field desktops/laptops
• Installed additional functional apps that each individual user required to have on their new machines.
• Researched, resolved and responded to questions received via telephone calls, emails and web in a timely manner, in accordance with company procedures.
• Diagnosed, troubleshoot and resolved routine problems, such as application troubleshooting, MS Office, Network Printers, Outlook and password access.
• Logged all help desk interactions in BMC Remedy ticketing systems

TECHNICAL SKILLS

• BMC Remedy V6 & V7 Ticketing system, ITAM (IT Asset Management, Microsoft Office Suites 2002-2007)
• Windows XP, Windows Vista, Windows 7, Mac OS X Snow Leopard and Linux
• Outlook 2002 - 2010, Windows Mobile Software, Apple IPhone and iTunes, Blackberry Desktop Manager, Active Directory
• Norton Antivirus, McAfee Antivirus and Norton Ghost etc…

PROFESSIONAL EXPERIENCE

Legistrative Computer Specialist

Confidential

Responsibilities:

• Addressed daily company service requests (i.e. enabling access to files and folders, creating accounts for new users, assisting users to navigate through well-known functions of common applications such as email, MS Office and other proprietary applications) for both Central and District Offices staff
• Troubleshoot and resolved issues with Win 7, Win XP, MS Office applications, Citrix and Exchange
• Managed computers, users and group in Active Directory.
• Travelled to various District Offices to conduct PC refresh pre-site surveys to identify requirements for any hardware or software procurement. Also project managed the setup of new District Offices.
• Worked with external Telecommunications Engineers to integrate VOIP telephony in various District Offices.
• Provided end user workplace support such as issue resolution, upgrades/patches, new software installations and general Q/A across PC, Mac, Smartphones, tablets and Peripherals.
• Add / removed users Blackberry phones in the Blackberry Enterprise Server. Also configured ActiveSync for Apple IPhone, Android Phones and Windows Phones
• Monitor and managed the printer contract for NYCC Xerox MACD in regards to both the Central Office and District Offices.
• Provided support for software and hardware on equipment such as Scanners, Copiers, Printers, Monitors and other peripherals.

IT Support Analysis

Confidential

Responsibilities:

• Provided helpdesk support tier 1 and tier 2 level to users at the HO and branches
• Diagnosed and resolved technical hardware and software issues over the phone for both HO and branches
• Troubleshooted and resolved issues with Win 7, Win XP, MS Office applications, Citrix and Exchange
• Managed remote user environment thought AD Management Console and SCCM
• Log all help desk interactions in Helpdesk Pilot program
• Administer various software e.g. Citrix, TightVNC, WebEx and RDS
• Setup and configured all VPNs and network shares for end users both HO and Branches

PC Technician

Confidential

Responsibilities:

• Provided Level 1 support to users on the trade floor and also the corporate level.
• Provided troubleshooting expertise in PC's, laptops, and any other supported hardware.
• Provided support for moves of PC equipment both Branch and Head Office.
• Opened, closed, updated and executed tickets in BMC Remedy v7

Help Desk and Desktop Support Rep

Confidential

Responsibilities:

• respond to requests for technical assistance in person, via phone, electronically diagnose and resolve technical hardware and software issues research questions using available information resources advise user on appropriate action follow standard help desk procedures log all help desk interactions in BMC Remedy v6 Ticketing administer help desk software e.g. Log-me In 123, VPN

Field Technician

Confidential

Responsibilities:

• Assisted in assembling and upgrading Intel & AMD based systems. Also in troubleshooting hardware and software problems
• Field assigned to assist in repairing computers, laptops, and printers.
• Installed and maintained network running on Windows 2003, and Win XP.
• Operated and maintained Fax Machine, photocopier and printers from Canon, HP and Lexmark etc.
• Troubleshooting computer related tickets over the phone and answering incoming calls.
• Use BMC Remedy ticketing system to update and close queries on a daily basic.