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Desktop Technician Resume

Washington, DC

SUMMARY:

  • Detail - oriented professional with more than 7 years of increasing IT responsibility in a Confidential and financial organization, supporting Confidential IT desktop services, including implementing, configuring, patching, diagnosing, and troubleshooting windows based computers (laptops, desktops and servers; operational support for Windows Server and Networking, management for Microsoft Active Directory contents, and Backup software.
  • Resolving local area networking issues to ensure connectivity to the Corporate network.
  • Providing Level 2/3 technical support to end users, including Office 365, VPN access, system imaging, software deployment using SCCM, Operating Systems configuration, update, and upgrade.
  • Troubleshooting on site and remotely using Citrix and Remote Desktop.
  • Extensive and comprehensive experience with Windows XP, Windows 7, Windows 8, and Windows 10, hardware installation and configuration, including workstation, printers, scanners, POS, mobile computing, communication devices, and video conferencing systems.
  • Self-starter, self-motivated, and initiatives taker in performing tasks.
  • Basic Linux commands.
  • Ability to quickly learn and apply new technologies.
  • Bilingual in English and French. Excellent time management, task prioritization, and organizational skills with experience managing multiple assignments.
  • Effectively interact with executive senior management.

TECHNICAL SKILLS:

Platforms: Windows XP, 7, 8, Windows Server 2003/2008/2012 , MS Exchange Server, SQL Server.

Hardware: Desktops, Laptops, Printers, Print server, POS, Cat5 cabling, motherboards, modems, network cards, memories, circuit boards, mobile devices.

Applications: Microsoft Office Suite, Microsoft System Center Configuration Management (SCCM), Symantec Ghost, Service Now ticketing system.

Networking: Active Directory, DNS, DHCP, Remote Access, IIS, DFS, Group Policy, TCP/IP, LAN/WAN, Wireless, Ethernet, VPN, Cabling. Analyze, design, install, configure, and implement Local Area Networks, including servers, and related hardware and software.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Desktop Technician

Responsibilities:

  • Provide deskside support for WMATA employees and contractors onsite and remotely using VPN and Remote Desktop.
  • Perform diagnosis and resolution of all PC support issues including but not limited to hardware failures, operating system errors, software compatibility issues, printing issues, VPN access, and network connectivity.
  • Image, install, and troubleshoot user computers and devices, including new users setup.
  • Applications deployment, including Office 365, Adobe suite, using SCCM.
  • Complete work order tickets, including taking calls and record requests in Service Desk system.
  • Provide hardware and software maintenance and troubleshooting in Windows 7/10 environment.
  • Provide WMATA standard and/or customized Enterprise applications support.
  • Perform user account creation and modification in Active Directory.
  • Participate in WMATA PC Refresh and user data migration program.
  • Work with other team members to ensure the timely completion of complex issues according to the SLA.

Confidential, Newport, DE

Desktop Support Technician

Responsibilities:

  • Image new computers (Laptops and Desktops).
  • Install and deploy at users’ desks.
  • Inventory and stack old equipment.

Confidential, Hunt Valley, MD

Window 10 Deployment Tech

Responsibilities:

  • Check and update installed programs for compatibility, then proceed to Window upgrade.
  • Install custom applications, upgrade Microsoft Office 2, update and configure Airwatch.

Confidential, Baltimore, MD

Desktop Support Specialist

Responsibilities:

  • Install and deploy new hire computers, including laptops, desktops, and Cisco phones.
  • Deploy operating system images, security patches, applications and settings using SCCM.
  • Perform problem identification, escalation and resolution.
  • Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop support, and printers.
  • Perform remote standard troubleshooting and installations of software and software upgrades using VPN, LogmeIn, and Remote Desktop.
  • Imaging new computers and reimaging old PCs using SCCM.
  • Prioritize end user support requests and service requests by utilizing SNOW (Service Now) ticketing system to track tickets and provide up-to-date status and information.
  • Maintain PC Inventory Management database based in Service Now (SNOW) system.
  • Initiate changes to the asset records associated with escalated help desk incidents and service requests.
  • Audit asset inventory for PC Provisioning and reassign equipment, accordingly, to the correct department.

Independent Field Service Technician

Confidential

Responsibilities:

  • Install and troubleshoot Laptops, Desktops, Printers, POS, and other IT equipment.
  • Maintain, analyze, troubleshoot, and repair computer systems, hardware and computer peripherals.
  • Document, maintain, upgrade or replace hardware and software systems, including system board, hard drive, memory, CPU, cards on desktop and laptop.
  • Manage returns on warranted parts and systems.
  • Package and ship replacement and used parts to vendor.

Confidential, Orlando, FL

Technical Support Analyst

Responsibilities:

  • Perform problem identification, escalation and resolution.
  • Perform POS, Receipt/Label Printers, scanners installation and configuration.
  • Communicate status of operations to allow for immediate response to service disruptions.
  • Assist in coordinating the efforts of supplier teams when needed to develop or sustain the application environment.

Confidential, Chattanooga, TN

Desktop Support Technician

Responsibilities:

  • Install workstations, scanners, and other healthcare devices, including handheld scanners, badge readers...
  • Provide technical support on operational or maintenance aspects of system equipment.
  • Diagnose mechanical, hardware, software and systems failures, using established procedures.
  • Troubleshoot and repair computer systems and computer peripherals, onsite and remotely using Citrix and Remote Desktop.
  • Document, maintain, upgrade and replace hardware and software systems, including workstations setup and configuration, software and hardware installation and configuration.
  • Research, analyze, pilot and repair complex computer hardware and software problems
  • Assist special projects involving workstation software installs and configurations.
  • Analyze, log, track and resolve software/hardware matters pertaining to network connectivity issues (TCP/IP, Hardware, Operating System, DNS, DHCP, and Active Directory).
  • Software deployment using SCCM, and Ghost.

Confidential, Alpharetta, GA

Computer Repair Technician

Responsibilities:

  • Provide technical support. Respond to hardware issues.
  • Maintain, troubleshoot, and repair various pieces of IT equipment; including computers, laptops, tablets, printers, monitors, POS, and other equipment.
  • Maintain service level agreement (SLA).
  • Provide technical support. Respond to hardware issues.
  • Maintain, troubleshoot, and repair various pieces of IT equipment; including computers, laptops, tablets, printers, monitors, POS, and other equipment.
  • Maintain service level agreement (SLA).
  • Troubleshoot, repair and test servers, desktops, POS, and fuel controllers. Replace motherboards and all internal components.
  • Assemble, and apply Windows 7 image on servers. Install motherboards, modems, network cards, memories, circuit boards and related peripheral devices.
  • Test Windows 7 image on all standard hardware platforms (computers and POS).

Confidential, Atlanta, GA

Field Service Technician

Responsibilities:

  • Answer calls and provide on-site support for DTS and Legacy systems.
  • Provide customer break/fix support for designated equipment, including desktops, laptops, and printers.
  • Perform installation, move, add and change (IMAC) as required.
  • Perform advanced troubleshooting of software and hardware problems to the DTS, Legacy systems, and interconnectivity problems.
  • Provide desk side support of software, hardware, and networking issues for desktops, laptops and servers.
  • Prepare and present performance/incident reports to the customer and Service Delivery Manager.
  • Control and return of assets and inventory.
  • Followed-up with customers on scheduled services and escalated problems to senior field service technicians.

Confidential

Windows Systems Administrator & Desktop Support Specialist

Responsibilities:

  • Manage server farm (a park of 80+ servers), Active Directory, which includes creating and managing user accounts, defining and configuring Group Policies.
  • Migrate 800+ workstations from Windows XP to Windows 7 using SCCM (Microsoft System Center Configuration Manager).
  • Provide PC Hardware and Software installation and troubleshooting, mobile computing and communication devices.
  • Manage and prioritize incident and request tickets, using LanDesk Management System.
  • Provide PC rollouts, load images, push image out thru SCCM.
  • Provide technical support, documentation, project implementation management, and design modifications to meet business objectives.
  • Troubleshoot desktop, laptop, and connectivity problems onsite and remotely using Citrix and Remote Desktop.
  • Research, analyze, pilot and repair complex computer hardware and software problems
  • Assist special projects involving workstation software installs and configurations.
  • Perform maintenance of PC hardware components, including repair and components replacement (motherboard, CPU, memories, power supply unit, hard drive, etc.)
  • Install, update, and upgrade software for the business.
  • Participate in the continuous assessment and improvement of the quality of services provided.

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