We provide IT Staff Augmentation Services!


Computer Network Desktop Support, SpecialisT


I am a seasoned IT professional with over 15 years of high level experience troubleshooting a wide range of problems (LAN, WAN, web, hardware, end user software, etc.) using Microsoft Windows 7&8, XP, 2000/2003, Apple Macintosh, extensive knowledge of Microsoft Office (including Outlook) and Internet protocols (TCP/IP, SMTP, HTTP, etc.)


Operating Systems: Windows 7&8, Vista, XP, Windows 2000, NT4; 98 & 95, Windows Server 2000, Active Directory, WINS/DNS/DHCP/TCPIP, Macintosh, DOS

Customer Tracking Softwre: HP Service Manager, Remedy, HEAT, Touch Paper, Track - It/ TeamTrak

Hardware: Repairing, maintaining, imaging and upgrading - Dell, HP, Toshiba, IBM, Gateway and other Intel based PC workstations. Rack mounted Dell PowerEdge, IBM, and Compaq Proliant servers.

Apple Macintosh: MacBook Air, MacBook Pro, iMac's, Mac Pro .

Printers: HP, Apple, Cannon Xerox

Software: Windows - Microsoft Office 2013, 2010, 2007, 2003, Symantec Antivirus

Packages: Citrix ICA, Veritas Backup Exec Software, PcAnywhere, Remedy, Track-It, Sybase Power Builder, MRI, Chameleon, Veritas Backup Exec. Apple Macintosh - Microsoft Office Suite, QuarkXPress, PageMaker, Adobe Photoshop, Illustrator, Lotus cc Mail,, Mac Tools, Norton Utilities



Computer/Network Desktop Support Specialist


  • Diagnose, troubleshoot, and repair computing related issues and questions face-to-face, and by telephone contact or remotely (using Go To Assist and Remote Desktop) for both the faculty and staff of Confidential, Confidential Tier 1 & 2 support capacity.
  • Support all Microsoft Office productivity applications and university administrative applications and provide one-on-one training for users if needed.
  • Configure and maintain automated back-ups of computing systems
  • Provide guidance for faculty and staff on their computing purchases; install and configure all new computer systems (Macintosh and PCs), printers, scanners, iPhone, iPad, laptops, and other computing related devices.
  • Set up VPN, remote desktop and maintain pathways from home to office computers for faculty and staff that need to work from home or while traveling
  • Large and small scaled PC deployments, including application loading, user data migration, new PC deployments, imaging workstations.
  • Manage, teach and train summer interns from IT Computer Confidential afterschool programs now employed .
  • Answered inbound calls with excellent communication, interpersonal and client service skills.
  • Excellent friendly customer service.
  • Entered caller/customer personal data in the course of customer application process incident resolution Document incident information and activities/actions into ticketing system.




  • We train, empower teach and build confidence in youth and adults to pursue professions in computer technology in a fun, exciting learning environment.
  • We accomplish this by partnering and building relationships with likeminded non-profit organizations, schools and recreation centers throughout the area.
  • This gives youth confidence in computer technology by encouraging job and career preparation.
  • The program is centered around disassembling a PC, identifying each component, understanding how it works, and putting them back together.
  • Students are trained and tested for introduction to A+ certification.
  • Students Confidential learn techniques to troubleshoot PCs speed up computers, back up data, and protect and remove spyware and avoid fatal viruses.
  • Each student Confidential be challenged Confidential their appropriate level in a fun learning experience.
  • We work with organizations to hire students for summer and part time employment.


Desktop Support Tec


  • Troubleshooting technical issues over the phone via remote control and in person via desk side support resolving customer problems relating to hardware, software, email, printing.
  • Preparing outdated equipment which includes wiping the hard drives and removing serial numbers from inventory database.
  • Diagnosing and resolving hardware problems, including PCs, local and network printers, and scanners.
  • Upgrading and re-imaging desktop PCs and laptops using Norton Ghost.
  • Setting up, configuring, and troubleshooting end-user Outlook e-mail accounts.
  • Answering Help Desk calls during regular business hours, inputting call information into HEAT call tracking system, documenting incidents and problem resolutions


Technical Services Specialist


  • Provide help desk telephone support for approx 475 users.
  • Utilizing PCAnyware and MS Remote Desktop Access.
  • Collect and enter pertinent call data from the user into the TouchPaper helpdesk tracking system and the Lotus Notes Incident Tracking Database.
  • Provide support and training for legal enterprise-wide applications, e.g., MS Office XP, Outlook Exchange, Lotus Notes, Interwoven Desksite, Enhanced Time Entry (ETE), and TraxOpen.
  • Participate in Firm-wide software testing and roll-outs using Marimba & Channel Manager application distribution software programs
  • Set-up and maintain new and replacement desktops and laptops, and maintains inventory records
  • Resolve hardware related issues of the desktops and other peripherals
  • Provide RAS support of Firm issued tokens and soft tokens and services, i.e. VPN/extranet, secure ID tokens, Install, troubleshoot and support Blackberries, cell phones, and wireless devices; laptops, routers and switches.
  • Provide Audio/Visual (A/V) support for video and web conferences.
  • Create, modify and troubleshoot user network logon accounts.
  • Provide Assistance with the maintenance of network servers and components.
  • Perform and maintain data backups and restores using Veritas Backup Exec


Desktop Support Technician


  • My responsibilities were to record, track, escalate, and update calls through ticketing systems Track-It and TeamTrak problem tracking system, supporting FRB's trading floor, Research department, Banking Division and all remote offices.
  • Specialized in MS Office 2000/2003 applications, Outlook 2000, Blackberry and Custom-developed applications.
  • Trained, troubleshooted, and explaining all software issues.
  • Responsibilities included Tier I and II user resolution and resolve 60% of all calls on first contact. 50% of fixes using PC Anywhere.
  • Configured, test and deployed workstations laptops/docking stations. Configured workstations necessary to operate on the network, including the installation of operating systems and application software.
  • Assisted in patch management process of MS Windows updates and security updates by testing and deploying company wide to all PC's on the network.
  • Provided hardware and software support for PC's and Laptops ghost imaging of desktop for swaps and new installs using Norton Ghost.
  • Provide one-on-one training for users if needed.
  • Develop procedures, develop FAQ's, manage and participated in projects, including deployment and installing of summer interns.
  • Performed inventory and tracking of all equipment and user moves (hardware and software).

Confidential, Rockville, MD

Desktop Support/Network Administrator


  • Provided end-user tier-1 and 2 support for our Local Area Network (Windows 2000). Providing end-to-end technical support for 125 users on IT problems & related issues including: hardware, software, network, connectivity and security.
  • A portion of my LAN, WAN responsibilities included monitoring Ethernet switches, routers, ISA servers, Cisco routers, hubs, firewall and proxy software.
  • Responsible for all recurring network administration tasks (i.e login, password, admin group's active director changes, backups, network monitoring, virus scan upgrades, patches, etc.)
  • M aintained and upgraded IBM, Dell & Compaq laptops, servers and other PC hardware (Dell, Compaq, Systemax-Venture and Gateway), printers, faxes, copiers, wireless and Confidential & Confidential /AVAYA systems managing our Audix phone system which is implemented throughout the organization.
  • Installed various software programs which included Microsoft Exchange/Outlook, Microsoft Office products, Citrix and Accounting software (MRI, ADP, Y-Check, and Yardi) applications.
  • Provided support in the area of multimedia, operating and maintaining various audio and video components, which include projectors and teleconference systems in our conference centers.

Confidential, Alexandria, VA

Datavault Engineer


  • Duties were performed for Confidential which is an offsite, on line, data backup and restore company.
  • The company provides a service called Datavaulting, it is an alternative to traditional backup methods that replaces conventional tape based systems with a fully automated online solution. It provides centralized and automated backups of PCs, file servers and application/database servers with secure offsite storage and immediate online restoration.
  • Pro vided customer support and maintenance of Datavaults; interacted with clients on the status of their backups, problems, troubleshooting, and customer care calls. Upgraded client systems from Win98 and NT servers to Microsoft 2000, XP and 2000 Servers.
  • Managed and monitored customer site hardware resources, network resources and, when necessary, monitored Confidential Datavaulting service process using modems and or T1/VPN connections.
  • Monitored and switched tapes using Vertas Backup Exec for tape backup and restores.
  • Upgraded sever firmware, windows updates, software and hardware.

Confidential, Jersey City, NJ

Network Administrator/Help Desk Specialist


  • Provided technical support, troubleshooting hardware and software problems, on stand-alone and TCP/IP networks.
  • Specialized in Microsoft Office suite .
  • Performed administrative tasks on Microsoft NT and Novell Netware file servers, post offices, and workstations.
  • Installed, configured and administered Windows XP/2000/NT/98/95 and Macintosh desktops, some knowledge of UNIX environments.
  • Interfaced with users on problem solving, training, and assessed their needs. Acted as a liaison with management to resolve workstation hardware problems.
  • Worked with developers and programmers to resolve issues in software applications, vendor database and server problems.
  • Provided tier-1 and 2 support for production services by answering technical questions, performing problem analysis, recommending resolutions, and implementing fixes in a timely manner.
  • Developed utilities and procedures for large-scale systems administration initiatives.
  • Implementation of TCP/IP, IPX/SPX and AppleTalk protocols. Installation on Windows XP, NT, 2000, DOS and Apple OS desktops, using various in-house and vendor software including Ghost imaging, MS Winstall and Confidential ; a Confidential Brothers in-house software-packaging agent.
  • Assisted other groups within the company in domain infrastructure and design of networks, and account generation, building of servers; rollout and blast, IP configuration, and installation of Intel-based PC workstations and laptops.

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