SUMMARY

• Self - starter and experienced IT Technician offering 10+ years of providing tier 2 deskside support to over 10,000+ end users
• Solved application problems, Windows 7, 8 and 10, Microsoft Office 2010, 2013, 2016, Office 365, Skype for Business, Lync 2013, Microsoft Cloud System, MacAfee, Symantec Endpoint Protection, Migrated outlook to Cloud, Office 2010 application to Office 365 including data migration for users, Office 2010 to Office 2016 and windows XP to Windows 7 and Image new systems using SMCC and/or Altiris and Ghost image software
• Worked with Active Directory(AD), reset and creating password for users, unlocked user account
• Imaged new and used systems using SCCM 2007 and 2012 making sure that the operating system is working properly and used SCCM to install or push software to the client’s computers
• Utilized HP KISAM, Remedy, Service Now and HP ticketing system to resolve and document technical issues, Break/Fix laptops, network printers, network connectivity issue and hardware and software
• Supported VoIP phones for users, Cisco WebEx software for client, Microsoft SharePoint
• Can interview anytime and can start ASAP if selected
• Support Mobil Devices ( IOS, Android, DUO Apps)

TECHNICAL SKILLS

Operating systems: Windows XP, Windows Vista, windows 7, windows 10, Linux, MAC OSX, Windows 2003 Server, Windows 2008 Server, windows 2012 server

Applications: Exchange Server 2003 - 2010, Microsoft Office 2007 - 2016 and Office 365 Outlook 2003 - 2013, Visio, MS Project, Norton and MacAfee antivirus software

Server Software: Symantec Endpoint, McAfee, Symantec Backup Exec, Norton Antivirus, Microsoft firewall, ARC Backup Server, Active directory ( AD ). SCCM 2007 - 2012

Support Software: Log Mein, Remote Desktop Connection, VMware, Ghost, SCCM, Remedy and Service Now and HP Ticketing system software

Hardware: HP, DELL, COMPAQ, SONY and GATEWAY Workstations and Servers, HP Printers, Scanners, Laptops and Notebooks. MacBook, MacBook Pro, Switches, Routers including some Cisco

Protocols: DNS, TCP/IP, NETBEUI, WINS, DHCP, ETHERNET, FAST ETHERNET

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support

Responsibilities:

• Troubleshoot network connectivity issues including Wired, wireless and VPN
• Work with Service Now ticketing system to resolved and escalate tickets
• Troubleshoot and break/fix laptops and desktop computers and some Mac Pro’s
• Work with Windows 10; migrate from Windows 7 to Windows 10 and some MAC OSX
• Configured, migrate and setup from Office 2013 to Office 365
• Work with Active Directory, add new user account with Exchange Email system, reset password, reactive locked user’s account and OU Management
• Troubleshoot and configured Outlook for users.
• Setup, configure and Troubleshoot WebEx.
• Monitor and check all WebEx equipment in every conference Rooms.
• Imaged old and new laptops and desktops computers using SCCM 2012
• Troubleshoot Cisco AnyConnect VPN connectivity issues for Teleworkers
• Setup and maintain desktop backend services such as desktop/laptop deployment services, anti-virus/malware detection, remote laptop backup services, desktop configuration policies and desktop patch management.
• Utilize specialized technical skill set to provide hardware, software and network consultation and support onsite and over the phone for internal and external clients.
• Provide recommendations to management for improvements regarding desktop and application management.

Confidential

Desktop Support

Responsibilities:

• Deploy windows 10 laptops and Desktop computer to new users
• Imaging Windows 10 laptop and Desktop computers using SCCM 2012
• Help users to setup and configure the new laptop and desktop computers including software and hardware.
• Install and configure network and local printers for client.
• Using remedy ticketing system to troubleshoot hardware and software for users.
• Troubleshoot network connectivity issues including wired and wireless network making sure the network is safe and secure to use for the company and the for the users.
• Working with active directory to create new user account, reset user’s password, unlock users account and add or delete computer account.
• Troubleshoot VPN connectivity issues for user who works from home and cannot connect to the company’s network throw VPN (Cisco any connect).
• Break/fix laptop and desktop computers.
• Troubleshoot and configure Office 365 and 2016 for cloud.
• Working with DUO Mobil application create an DUO account for user on the Mobil devices
• Working with Blackberry, DUO Mobil applications to install and setup Mobil devices for the corporate email account on IPhone and Adroid phones.
• Troubleshoot Mobil Devices.
• Supporting and troubleshot WebEx and A/V systems in the conference rooms
• Setup conference rooms with microphones, speakers and big screens
• Helping user to connect the laptop to the big screens by HDMI and/or DisplayPort.
• Supporting and troubleshot VPN connectivity issues with Cisco Any connect
• Experience working with service now and remedy IT ticketing system
• MDM experience (Blackberry, DUO, iOS, Android, Microsoft)

Confidential

Desktop Support

Responsibilities:

• Imaged new and used systems using SCCM 2007 and 2012 making sure that the operating system is working properly and used SCCM to install or push software to the client’s computers
• Troubleshoot networking connectivity issues using Ping, DNS lookup, Tracer and WHOIs networking tools
• Acted as a system administrator for helping to troubleshoot servers, upgrade and patching servers
• Troubleshoot and break/fix laptops and desktop computers including hardware and software
• Worked with Active directory add and remove computers, reset user’s password and unlock user accounts
• Migrated Office 2010 to office 2016
• Imaged Apple Computers
• Troubleshoot MacBook pro’s and all other apple devices
• Configured and installed Office 2016/365 for Windows
• Troubleshoot Outlook and Archive folder and fix it if it was necessary
• Troubleshoot VPN connectivity issues for teleworkers
• Worked with Windows 7, Windows 10, OSX operations systems, SharePoint and Symantec Endpoint protection
• Troubleshoot Network Printer
• Worked with Remedy ticking system resolved and manage tickets
• Set up Cisco WebEx software for client
• Setup audio and visual equipment
• Troubleshoot WebEx software and Cisco Telepresence equipment
• Remote support for external clients

Confidential

Desktop Support

Responsibilities:

• Worked with HP KISAM ticketing system resolved Break/Fix laptops, network printers, network connectivity issue and hardware and software
• Worked with Active Directory, adding a new user account, removing and adding computer, resetting and unlock user account and password.
• Worked and troubleshoot Microsoft Office 2007, 2010, 2013 and office 365, creating new Outlook profile and setup PST folders for users.
• Troubleshoot VPN and WI-FI connectivity issues,
• Worked with Microsoft SharePoint
• Supported VoIP phones for users
• Worked with windows XP, 7, 8 and 10
• Supported and installed network printers
• Break/Fix laptops