SUMMARY:

• Ten plus years of IT PC Technician / Desk side / Desktop / Imaging / Help Desk experience encompassed with one year of Business to Business Client / Customer Service experience.
• Experience covers providing Hardware and Software Repairs, Upgrading and Troubleshooting, Imaging of PC's, Laptops, Software and Printers for customers within the area.
• Three plus years of experience which covers using Symantec Ghosting Software for Imaging with setup of various Laptops, Desktops and Handheld Computers as necessary and install at clients site.
• Personal strengths include the ability to produce calm, respectful and professional Desk Top / Help Desk Support by solving end user problems per company Service Level Agreements (SLAs) with utmost customer satisfaction.
• Microsoft Windows NT Workstation / Server System Administration / Management
• Pre - installation planning, design, implementation of Windows NT, Windows 2000 and Windows XP
• Configured, installed and upgraded versions of Windows NT, VISTA and Windows XP, Windows 7
• Implemented and installed Windows 2000 Professional and Server, Active Directory
• Switches, Router, Hubs, NIC, Cabling
• Diagnosed and troubleshot hardware and network connectivity related problems
• Support of Pentium, Pentium II, III, and IV architecture and peripherals

SOFTWARE PACKAGES & COMPUTER SYSTEMS:

• Bell, Dell, Compaq, Unisys, MPC ClientPro
• Windows 95 / 98, Windows NT, Windows XP, VISTA, Windows 2000, 7 and Server Edition
• Microsoft Office 95, 97, 2000, 2002, 2003, 2007, 2010, 365
• Symantec Ghost v8.0, Acronis 10, 11
• Outlook 98, 2000, 2002, 2003, 2007, 2010
• Heat, Service Now and Remedy Call tracking software
• Blackberries, Printers, Scanners, Biometric devices
• USB hubs, digital cameras, KVM Switches, Smartcard Printers and Readers, Xerox Copiers and e-copy Machines

PROFESSIONAL EXPERIENCE:

Confidential, Springfield, VA

Workstation Support Technician

Responsibilities:

• Understanding of workstation system principles, operating systems, system configurations, utility programs, operational procedures and automation concepts
• Install and configure Dell computers, printers and peripherals including operating systems, hardware and software to attach workstations to a network for MWAA.
• Ability to consistently exercise appropriate discretion in the performance of duties related to all aspect information technology support.
• Communicate effectively with users regarding day - to-day support
• Install, upgrade and configure workstations to fulfill requests for hardware and software for new and existing users.
• Support remote users with VPN and web based meeting connectivity
• Install and Quality Control PCs out in the field, ensuring higher level technical, installation, and configuration issues are resolved.
• Work with the rest of the deployment team to ensure that the new computers are installed in a timely and efficient manner for MWAA.
• Configure and support various types of hardware including: desktops, laptops, monitors, Blackberry's, iPhone s, iPod s and printers.
• Responsibilities included problem detection and solving, fixing and reinstalling software and hardware, and maintaining the company network for MWAA.
• Test applications and drivers to ensure smooth deployment of systems for MWAA
• Participate in maintenance activities on all PC s and peripherals troubleshoot and solve connectivity issues from PC to Cable issues and to the ports for MWAA.
• Troubleshoot software and hardware calls/support tickets that are assigned to the team
• Work with MAC OS and Office
• Provide excellent Customer Service.

Confidential, Washington, DC

Desktop Support Analyst (Consultant)

Responsibilities:

• Test applications and drivers to ensure smooth deployment of systems for Confidential
• Participate in maintenance activities on all PC s and peripherals troubleshoot and solve wireless connectivity issues from PC to Cable issues and to the ports for Confidential .
• Understanding of workstation system principles, operating systems, system configurations, utility programs, operational procedures and automation concepts
• Provide direct desktop support.
• Install and configure Dell, HP computers, printers and peripherals including Windows XP/7/8 operating systems, hardware and software to attach workstations to a network for Confidential .
• Acting as Site Engineer for UMUC state board of Law Examiners resource in assisting user to resolve problems with both Software and Hardware.
• Ability to consistently exercise appropriate discretion in the performance of duties related to all aspects of information technology support.
• Utilize LANDesk/Dame Ware remote control tool sets.
• Install, upgrade and configure workstations to fulfill technical service requests for hardware and software for new and existing users.
• Install and Quality Control PCs out in the field, ensuring higher level technical, installation, and configuration issues are resolved.
• Experienced with Remedy Call tracking software.
• Work with the rest of the deployment team to ensure that the new computers are installed in a timely and efficient manner for Confidential .
• Responsibilities included problem detection and solving, fixing and reinstalling software and hardware, and maintaining the company network for Confidential .
• Provide excellent Customer Service.

Confidential, Washington, DC

Desktop Support Analyst (Consultant)

Responsibilities:

• Test applications and drivers to ensure smooth deployment of systems
• Provides desktop and printer support to end users of Confidential
• Installs, setup, tests, and configures Micron desktops, HP printers and monitors.
• Assisted in the migration from NT to XP, Setup and configured wireless connectivity.
• Troubleshoot software and hardware calls/support tickets that are assigned to the team
• Setup and configured VPN access for remote clients and Tested selected pc for projects.
• Configures pc for work - at-home project using remote access Confidential .
• Provides data transfer for Computer Replacement Project and Re-images HDD for users.
• Install and configure personal computers, printers and peripherals including Windows XP/7/8 operating systems, hardware and software to attach workstations to a network.
• Ensure that the HEAT ticket is completed and resolved to the user s satisfaction and Using HEAT software in close the tickets.
• Using Symantec ghost to baseline laptops and desktops for Confidential employees and new refurbished equipment to designated specifications as assigned
• Ability to consistently exercise appropriate discretion in the performance of duties related to all aspects of information technology support.
• Responsibilities included problem detection and solving, fixing and reinstalling software and hardware, and maintaining the company network.
• Provide technical support for service requests and problems with sound cards, video cards, network cards, modems, hard drives, hard disk controllers, and PCI bridges.
• Install and Quality Control PCs out in the field every day, ensuring higher level technical, installation, and configuration issues are resolved.
• Go out in the field on deployments to ensure higher level technical, installation and configuration issues are resolved and that user questions are answered at the user location.
• Provide excellent Customer Service.

Confidential, Alexandria, VA

Desktop Support Analyst / Baseline Technician (Consultant)

Responsibilities:

• Troubleshooting software and hardware calls/support tickets that are assigned to the team
• Installed and configured Personal Computers, Printers and Peripherals including Windows XP/7/8 Operating Systems, Hardware and Software to attach Workstations to a Network
• Participate in maintenance activities on all PC s and peripherals
• Provide direct desktop support.
• Work closely with the IT Helpdesk team and other IT departments to ensure an efficient and effective support process, Troubleshooting and Tracking each component
• Setup and configured VPN access for remote clients
• Using Symantec Ghosting Software for Imaging, Setup various laptops, desktops and handheld computers as necessary and install at client site.
• Create and maintain all production laptops and desktops images; design scripts to automate redundant tasks for USPTO employees.
• Baseline laptops and desktops for USPTO employees and new refurbished equipment to designated specifications as assigned.
• Ensure that the EAMS ticket is completed and resolved to the user s satisfaction and Using Remedy software in close the tickets.
• Using Symantec Ghosting Software for Imaging, Setup various laptops, desktops and handheld computers as necessary and install at client site.
• Ensure that the EAMS ticket is completed and resolved to the user s satisfaction and using Remedy software in close the tickets.
• Acts as a technical resource in assisting user to resolve service requests and problems with equipment, Installing and Configuration, Connectivity and advise appropriate actions
• Provide excellent Customer Service.

Confidential, Arlington, Virginia

Computer Help Desk (Volunteer)

Responsibilities:

• Administration, Troubleshooting, Network Monitor, System Monitor
• Provide excellent Customer Service
• Acts as a technical resource in assisting user to resolve service requests and problems with equipment and data.
• Participate in maintenance activities on all PC’s and peripherals
• Supports hardware and software for Windows XP/7/8
• Provides desktop and printer support to end users
• Resolves customer support requests using the Track-IT Help Desk and Carl software
• Follows established service levels and procedures, and documents and communicates repeatable solutions to internal staff and outsourcing support services.