PROFESSIONAL PROFILE:

• Proven Support Specialist with over 20 years of experience in different employment sectors, such as Government, Private and Nonprofit Organizations.
• Ability to learn/contribute quickly having worked in several environments, Operating systems and User Network Administration.
• Dedicated to ensuring a high level of customer service at all times, exceptional interpersonal skills, desire for continuous professional and personal growth.
• Ability to generate technical concepts in a clear and precise manner.
• Excellent communication and interpersonal skills
• Excellent organizational skills and ability to prioritize workload
• Set up, operate, maintain and repair equipment used to enhance live events, such as microphones, video recorders, projectors, lighting for AV equipment.
• Provided Audio Visual Support, coordinate graphics used in displays and provide technical support for teleconferences, webinars and distance learning classes, ability to interact with coworkers and clients, often under deadline pressure.

TECHNICAL SKILLS:

Operating Systems: Windows 2000/XP/Vista/7, 8, Linux 9 Red Hat, Windows 10

Software: MS Office 2003/2007/2010, 2013, Office 365 Microsoft Active Directory, Microsoft Exchange Server, Remedy and Siebel ticketing, SCCM, Topaz MobileSAP.

Hardware: Mobile Device Support Android / Apple / Blackberry Personal Computer Peripheral Support Mouse / Keyboard / Monitor / Workstations on Wheels (Wow Carts) / Servers / Network Cabling / VOIP Phones Avaya, Cisco VOIP configurations

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support

Responsibilities:

• Windows 10 Imaging on Laptops and Desktops
• Remedy for Ticketing system
• Resolve issues with Office 365 upgrades
• Replace parts on IBM Laptops
• Dual monitor installations
• Mobile Device Management Solutions like VMware Workspace One Microsoft Intune and Jamf Pro to support iOS, iPadOS, macOS and Android devices.

Confidential, Fort Lauderdale

Responsibilities:

• Perform preventative maintenance
• Troubleshoot and facilitate resolution of network hardware and software problems
• Monitor network traffic and optimize network performance ( BitDefender )
• Maintain remote user assistance capabilities ( Team Viewer )
• Provide technical assistance for relocations and moves
• Resolve of service call requests in a timely manner
• Experience repairing/replacing system peripherals

Confidential

Field Technician

Responsibilities:

• Configures, installs and troubleshoots PC systems and peripherals.
• Provides helpdesk and technical support for customers online, via email and over the phone.
• Provides training, repairs and preventative maintenance.
• Maintains a high degree of end user support ensuring equipment, software, communications and training is sufficient for all end user needs.
• Configures and tests customer purchased equipment before shipment.
• Creates and manages tickets on the helpdesk system.
• Assists the Systems and Network Manager with network and communication projects.

Confidential

Desktop Support

Responsibilities:

• Resolve at least 80% of the Desktop Support requests received and escalate no more than 20% of tickets to Tier 2 - level support
• Ability to build, test, deploy, and monitor the effectiveness of new operating system images for deployment to desktops and laptops with a high degree of quality and attention to detail
• Proven ability to leverage, develop, and deploy workstation group policies to effectively scale the management of user experience within the client OS
• Perform preventative maintenance regularly on end-user machines to ensure optimal end user experience
• Listen actively to customer's described challenges and ensure resolution plan includes steps to handle each need, escalating when questions about scope and lack of knowledge may arise

Confidential, Miramar, FL

Snr. Help Desk Support Specialist

Responsibilities:

• Analyze and improve knowledge database to reduce call times and improve call outcomes
• Analyze call tracking database to identify trouble patterns, and work with impacted applications and technical teams to document steps needed for improvement Execution (80%)
• Identify, troubleshoot, resolve, and document user system issues
• Research and resolving difficult and complex problems that Tier 1 Help Desk Support Specialists are unable to resolve
• Maintain customer satisfaction in every step of the service delivery
• Install, support, configure, evaluate, maintain, monitor, and analyze systems and software in a client network environment
• Configure user accounts in Active Directory
• Ensure laptops and desktops are updated with the latest patches to guarantee secure and viable systems
• Support remote users and VPN client connectivity
• Follow the checklist for creation of all user accounts in Active Directory and dependent systems
• Utilize remote monitoring and management software to resolve client requests
• Assign ticket severit
• Escalate tickets to a Help Desk Support Specialist III if the problem requires support from a more experienced resource
• Ensure all Help Desk Service Level Agreements are met
• Update service work notes
• Provide assistance and basic support for Specialist III’s as needed
• Provide after-hours technical support on a rotational basis
• Maintain ownership of service tickets throughout the lifespan of the support request
• Collaborate with other support staff and vendor resources to resolve requests
• Provide updates, status, and completion information to management Building Capabilities (10%)
• Stay up-to-date on Sothern’s application landscape to always ensure the highest level of service and support to the organization
• Document troubleshooting instructions
• Mentor peers

Confidential

Responsibilities:

• Implement and support the broadest range of facility based IT&S equipment, including but not limited to network equipment, servers, terminals, personal computers, printers, and cabling, related software products Provide advanced, hands-on technical support across a broad range of technical user problems; Repairs equipment and performs preventative maintenance
• Communicate and escalate incidents and request Confidential scope of ability to senior service resources
• Log and track incidents and requests; Reviews incident and request tracking databases
• Provides 24x7 on call support based on division IT staff rotation, and carries a pager as warranted
• Investigates hardware problems and performs minor system hardware and communication connection repairs Confidential
• Involved with Windows 7 upgrade rollout from XP using SCCM•

Confidential, Tallahassee, FL

IT/Infrastructure Services (Field Technician)

Responsibilities:

• Coordinated PC upgrades, replacements, and scheduling
• Determined new system hardware configuration and provided support to network administrators on LAN/WAN issues.
• Memory and devices such as CD ROMs, Video Cards, Sound Cards, Power Supplies, and Modems.
• Configuring and troubleshooting desktops, laptops, Handhelds, and servers.
• Installing and configuring peripherals, components and drivers
• Provided Technical Support for 15002200 Users

Confidential, Tallahassee, FL

Helpdesk Analyst

Responsibilities:

• Provided end user/client phone support on all firm standard applications with a strong technical knowledge of Office 2007/2010/2013 applications.
• Configured VOIP phone system for users.
• Performed daily repairs of company printers.
• Setup A/V equipment for meetings and various functions around the building, Troubleshooting A/V equipment when there are technical questions or problems related to A/V equipment and identifying appropriate solutions.
• Serve as Onsight A/V support for events
• Provide basic instruction on the operation of A/V equipment to customers as necessary.
• Clean and maintain equipment, report damages
• Microsoft SCCM 2012 troubleshooting, installation of applications, backup, recovery & disaster recovery.

Confidential, Rosslyn, VA

Sr. Technology Support Analyst

Responsibilities:

• Configured, Install, troubleshoot and or repair Laptops and Desktops hardware and software.
• Managed Microsoft SCCM deployments in a large scale global environment of 10,000+ users; Oversaw deployments of large and complex applications targeted for mass audience.
• Provided end user / client support on all firm standard applications with a strong technical knowledge of Office 2007/2010/2013 applications.
• Provided customer service oriented techniques to obtain and resolve various hardware and software related issues while responding quickly and competently to customer request.
• Performed daily functions which include, creating and closing service tickets, follow-ups with users, video conference request and or setup, printer toner changes and onsite office visits as needed for desk side support and assistance.
• Trained new hires on company IT perspective materials (Email, Office Suite, Network navigation, Logins etc.) Supported over 3,000 users, which included overseas.
• Edit, copy and store videotapes and DVDs, track inventory of equipment and order supplies for AV Support Created and managed Mailboxes, Distribution Lists, and Public Folders.

Confidential

Technical Support Analyst

Responsibilities:

• Along with Director of IT, performed day to day LAN administration and maintenance to local network.
• Installed, configured, maintained and troubleshot software applications for end user.
• Monitored exchange server, blackberry enterprise server (BES), and Fax systems software and hardware.
• Administered daily backup procedures and processes to provide disaster recovery options. Performed end user orientation and PC software training.

Confidential, Washington, DC

Desktop Support Engineer

Responsibilities:

• Used Remedy ticketing system for creating and keeping logs of repair tickets for users.
• Performed Imaging of laptops with Ghost Server application and installed software updates though ASD.
• Sound knowledge and understating of POINTSEC encryption software.
• Set up and maintained desktops and laptops and printers. Serviced Smartphones and performed backup and recovery for users.
• Provided in-house end user technical support by preparing end users on the usage and functions of the PC and/or any other in-house equipment

Confidential, Wash. DC

Desktop Support Analyst

Responsibilities:

• VPN Frac Tokens configuration and support
• Hardware and Software Inventory
• Log all incoming problems and requests and actions taken to resolve them Lotus Notes setup and configuration.

Confidential, Wash., DC

Desktop Support Engineer

Responsibilities:

• Receiving all initial customer service requests for all network services, and supported desktop/laptop users via telephone, e - mail, voice mail, or walk - ins
• Resolve printer issues, e.g. replace consumable parts, maintenance, and add to network, firmware/software updates Ghosting - Using Symantec Ghost.
• General Technical support for users internally and externally via phone. Setup new VOIP phones and configuration.
• BlackBerry Enterprise & BlackBerry handhelds

Confidential, Vienna, VA

Asst. Network Administrator

Responsibilities:

• Setup new employees to include assigning rights in Active Directory, install and configure base images, install and configure unique department applications, set up Outlook email (Local Profile and AD account), and manage file distribution lists.
• Uses Track - It to automate critical IT functions, such as a help desk, asset management, software deployment, and network monitoring.
• Configures PCs for new/existing users
• Maintain available hardware inventory
• Tracks, reports, and maintains the organization’s software licenses.
• Support and train users on operation and maintenance of Blackberry and Treo 650,700P and 700W devices.
• Distribute work orders - priorities.
• Provides desktop and phone support to corporate users with Confidential Desktop and Laptops.
• Perform system Add/Moves/Changes
• Map drives, Disk/File Recover
• Currently migrating users from 2000 to XP.
• Perform backups (Server, local Workstations)
• Ensures proper configuration of McAfee and maintain DAT files.
• Installs, sets access, and maps printers/fax/scanner (Local and Network)

Confidential, North Lauderdale, FL

Technical Support Engineer

Responsibilities:

• Provided Level 1 and 2 Help Desk Support Statewide for HP, Circuit City, Best Buy, and Confidential . Created desktop Images for PC replication using Symantec Ghost.
• Performed printer repairs.
• Performed laptop and desktop repair and troubleshooting.
• Coordinated PC upgrades, replacements, and scheduling.
• Input and Track calls using TRACK - IT
• Determined new system hardware configuration and provided support to network administrators on LAN/WAN issues.
• Hardware upgrades and installs including: Memory and devices such as CD ROMs, Video Cards, Sound Cards, Power Supplies, and Modems.
• Provided customer training on PC operation, OS, and MS Office. Configured Spyware, Antivirus, and other software.