TECHNICAL SKILLS:

Hardware: Laptop/Desktop Workstations (Dell, HP, Lenovo, Gateway, eMachines), Scanner/Copier installation( Confidential, HP, Fujitsu), Fax Machines installation(Brothers Tellifax), Printer installation(HP, Lexmark, Microtek), Route1’s Mobikey(an encrypted usb remote access device), Label Printers(Dymo, Seiko), ShoreTel, MacBook Pro

Software: Microsoft Office Suites(2007 Enterprise, 2003 Professional, 2010 Professional Beta), Mail Clients(MS Outlook, Lotus Notes), Anti - virus/Suites(Trend Micro, McAfee, Norton 360 3.0, Windows Live One Care), Security Suite(Norton Internet Security 2010), Framework installation(.Net, Java Runtime, Windows Service Pack 2 & 3), PC Maintenance Utilities(JKDefrag, Auslogics Disk Defrag ), Citrix, Logmein, ESET Anti-virus, Office:MAC 2011, Adobe CS5(for Windows and MAC), SCCM

Operating Systems: Windows OS installations(XP Professional, Vista Business, 7 Ultimate, 7 Professional, 7 Enterprise, Vista Home Premium, Server 2008, Server 2003)

PROFESSIONAL EXPERIENCE:

Help Desk Support

Confidential, Landover, MD

Responsibilities:

• Remotely troubleshoot desktop computer and network problems for instructional, business, and administrative computers.
• Provide high quality REMOTE level I and level II end user support.
• Ensure all service requests are documented and followed up for completion in our internal Help-desk database.
• Fundamental knowledge of Windows XP, 7, 8, and 8.1 Operating Systems, AS/400 Client Access, Oracle End User Application, Microsoft Office, and Mac OS X.
• Fundamental knowledge of PC/Server hardware repair, maintenance and OS installations.
• Install / troubleshoot computer-related devices (video, sound, modem, printer, scanner, camera, etc.).
• Install, modify Oracle, School-Max, along with other software supported by Confidential .
• Thorough knowledge of the Confidential network; including DHCP and TCP/IP configuration.
• Utilized active directory

Desktop Support

Confidential, Washington, DC

Responsibilities:

• Install and maintenance less computer hardware/software systems and supporting smaller user groups.
• Provide ongoing support of the standard hardware/software needs of the company.
• Provide basic one-on-one training to the user community.
• Basic troubleshooting skills.
• Travel to offsite hospitals to complete and finish migrations.
• Able to develop business relationships and communicate effectively with the user community.
• Able to troubleshoot peripheral device installation and configuration issues and applying solution.

Lead Helpdesk Technician

Confidential, Rockville, MD

Responsibilities:

• Provide diagnosis and repair of all laptop, desktop and printer reservoir.
• VOIP installment lead.
• Perform basic active directory IT admin duties.
• Provide conference room A/V setup.
• IT asset inventory management.
• Provide IT purchasing support for service contracts.
• Completed task that were given to me to be completed when needed to.
• Check the server to make sure that the backups were completed right.

Senior Helpdesk Technician

Confidential, Washington, DC

Responsibilities:

• Install, configure, and upgrade computer hardware and software.
• Apply diagnosis techniques to identify problems that are going wrong with computer hardware and software.
• Provide active directory support as far as resetting passwords, giving user temporary admin rights.
• Coordinate with the NOC and OSLAN to setup network printers.
• Participate in special projects when needed.
• Install, configure, and troubleshoot Mobikey issues.
• Use LANDesk to remote in to user’s workstations to solve issues.
• Keep a basic knowledge of today technologies.
• Assist in phone and helpdesk support for local and off-site users.
• Wipe all old workstations and servers to be surplus.

Refresh PC Technician

Confidential, Washington, DC

Responsibilities:

• Image about 15 to 20 laptop per day.
• Coordinated with the team lead to find out who is getting deployed.
• Unbox a certain amount of laptops to get setup for imaging.
• Configured BitLocker on the laptops so that they work to its ability.
• Help pack a certain amount of laptops, docking stations, and accessories to be ship out to another country.
• Setup local printers when needed.

IT Analyst / Helpdesk

Confidential, Washington, DC

Responsibilities:

• Helped configured Windows XP workstations by joining them to the domain and adding any third party applications.
• Configure and install devices called Mobikey onto several workstations.
• Setup and install several label printers for clients.
• Support tasks include, but not limited to, set up new fax machines, configured Lotus Notes and MS Outlook, retrieved clients’ IP addresses from their workstations and set up Confidential scanners.
• Created ghost images using Windows XP and 7 for deployment.
• Sterilized all old workstations that were part of the deployment process.

Lead Desktop Deployment Technician

Confidential, Washington, DC

Responsibilities:

• Assigned tasks to team members and provided an escalation point for any issues or concerns that needed to be solved.
• Coordinated with local IT resources for deployment planning and scheduling.
• Deployed multiple workstations concurrently, maximizing time utilization.
• Daily tasks included logging in as a local administrator and storing all data to the external hard drive, discarding all old workstations, deploying new workstations, installing third party applications, restoring data back onto workstations, provide an overview and orientation to clients about their workstations and clarify that their workstation meets their needs.