TECHNICAL SKILLS:

Systems: Mac OS, Windows XP/ Vista/ Win 7

Databases: Service Desk

Hardware: IBM - Compatible PC’s, Apple Macintosh, Dell PC’s / Laptops, Projectors

Software: Microsoft Office Suite, Norton Ghost

SUMMARY:

• Knowledge and skill of (Customer Service, Professional Presentation, Inventory Control, HVU-HUD Training Database, Project Management).
• Knowledge of computer hardware and software.
• Knowledge of principles and processes for providing customer and personal services.
• Time Management skills, Problem Solving and Computer Proficiency skills, Follow-up skills, verbal and written communication skills, Troubleshooting skills, Typing Skills (40 word per minute), Team Player and Self-motivated.

PROFESSIONAL EXPERIENCE:

Confidential, Upper Marlboro, MD

Help Desk Technician

Responsibilities:

• Installed and performed minor repairs to hardware and peripheral equipment.
• Analyzed and diagnosed customer’s computers that needed repair.
• Applied critical thinking and basic knowledge to identify problems to customer’s computers.
• Detected and eliminated viruses, malware and spyware.
• Installed various software and operating systems.
• Backed up customer’s files.
• Replaced and installed various hardware.

Confidential

Help Desk Technician

Responsibilities:

• Reviewed the service desk system for tickets for upcoming meetings which required the use of laptops, projectors, and other equipment.
• Set up laptops and projectors for official meetings for managerial staff, directors, and top HUD officials.
• Set up, operated, maintained and repaired equipment used to enhance live events such as laptops and projectors.
• Provided technical support for teleconferences, webinars and distance-learning classes.
• Supported in the installing of scanners, printers, and Multi Functional Device’s to customer’s PC’s.
• Monitored service desk for incoming/outgoing tickets on a daily basis.
• Ensured that service tickets were responded to in a timely manner.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Assisted with installation and the relocation of IT workstations, servers, peripherals and networks.
• Restored network access to customers who required port resets.
• Ensured all personnel had network connectivity.
• Installed various drivers for printer modules.
• Answered user inquiries regarding computer software or hardware operation to resolve problems.
• Maintained records of problems and remedial actions taken, or installation activities.
• Facilitates preparation and distribution of IT equipment including PCs, laptops, and smart phones.
• Installed, imaged, configured, upgraded, and maintained computers, printers, and peripherals.
• Technical Refresh
• Movement of IT equipment
• Maintained integrity of ownership
• Shipped IT equipment from Headquarters to Field Offices using UPS
• Prepared IT equipment to be excessed
• Secured computers and assets to prevent theft, damage and accidents.