SUMMARY

• As an experienced Help Desk/Desktop Support/Deskside Support Technician with over 10 years of IT experience,
• I endeavor to provide your user base with the support and they require to make their jobs easier.

TECHNICAL SKILLS

• MS Office ver. 7 through Office 2016
• Open Office. Org
• Libre Office
• Corel Office
• Project (2000 - 2016)
• Visio (2000-2016)
• OS iOS FOR iPHONE
• Android
• MAC OS
• UNIX
• Linux
• Windows Versions 2 through 10 including XP, 2000, 8 and 8.1
• Ticketing Systems
• Heat (up to version 7.7
• ResolveIt
• Magic
• Remedy
• Cherwell
• ServiceNow
• ServiceDesk
• Peregrine Service center
• Software Management
• SCCM
• HP OVCM/HPCA
• Radia
• Altiris
• Winstal
• Security and Encryption
• Bitlocker
• Pointsec
• Truecrypt
• Securecheck
• PGP
• System Endpoint Protection
• McAfee Checkpoint
• Skills
• LAN/WAN/Wireless Networking
• Printer, Laptop Desktop Repair
• Documentation creation
• Small IT project management
• Centralized Managed Printer Support
• BlackBerry Support
• Mobile device support
• Mac Hardware Support/repair
• Remote Support
• Citrix XenApp/Citrix Virtual Desktop
• Bomgar
• Dameware
• Go To Assist
• VNC
• Remote Desktop Connection
• Utilities
• CC Cleaner
• Fix It Utilities
• Iobit Software
• VPN
• Juniper
• ATT Connect
• Cisco AnyConnect
• Anti-Virus & Malware
• McAfee
• Norton
• Kapersky
• Spybot Search &Destroy
• System Endpoint Protection
• MalwareBytes
• Avast

PROFESSIONAL EXPERIENCE

Woodlawn, MD

Responsibilities:

• Handled over 4300 tickets, averaging 20-25 percent of total ticket resolutions per month for my 8-person team.
• Exceeded the 99 percent SLA for Ticket Performance Ratings with only 8 poor reviews in over 4300 tickets
• Achieved a sub.2 percent Poor Customer Satisfaction Survey results
• Received my Public Trust Clearance for SSA.
• Promoted to Lead Trainer for the STAC at SSA.
• Provide Phone and in person support for the 66000 user base Social Security administration
• Initial point of contact for and assist user in, troubleshooting software and hardware issues
• Act as a go between for users and engineering escalation teams as needed escalation to appropriate resolution groups when unable to resolve on first call.
• Train users in use of new and current software
• Train and Assist users in document management, Repair and troubleshooting within the MS Office suite programs
• Provide user support and on Cisco AnyConnect VPN and its attendant associated software
• Assist users with regards to technical issues on external facing PCs that allow access beyond SSA firewall
• Provide support for and act as a to users with issues with Microsoft Office Suite products
• Provide assistance to users as a first line of support for all software and hardware related issues.
• Work in concert with other support desks in order to provide software support for COTS/GOTS software
• Provided 1st line assistance with software procurement, installation and support under direction of the ESET team
• Act as an intermediary for users when dealing with other help desks to facilitate password synchronization through the Dell ESSOWatch password wallet system.
• Act as a Consultant to users concerning creation, maintenance and troubleshooting of documents using Microsoft Office Suite 2010 Office Suite 2013 and 2016, Including Power Point, Excel, Word, Project, Visio, Publisher, and other Office products.
• Use Active Directory to gather data regarding user requirements
• Distribute, maintain, and Document the status quantity and disposition of an inventory of loaner equipment
• Provide ongoing quality control for loaner equipment to ensure that the loaner services are ongoing and functional
• Trained in Executive level weekend support and late night executive support.

Confidential, Columbia, MD

Responsibilities:

• Handled over 800 Tickets and Requests in 6 months, with a monthly average of 130 or roughly 15 percent of all tickets completed over tenure
• Virus/malware response as assigned by System Administration Utilizing approved software and procedures then providing a report of incident to tier three.
• Manage and Monitor ServiceDesk Ticketing system for Self assigned tickets as well as disbursement to others
• Assisted in new technicians
• Enabled escalation to appropriate support teams
• Provide general assistance with Windows OS and attendant software systems
• Mac, PC and mobile Deskside and Remote Desktop and Repair support for North America
• Provide assistance to users as a second line of support for all software and hardware receiving escalations from the tier 1 support team
• Work in concert with software suppliers, and knowledge experts in order to provide software support for COTS software, Including Microsoft Office suites 2010 and 2013 with a focus on Outlook Related issues/troubleshooting
• Provide software procurement/licensing procurement for users within the framework established by GP Strategies.
• Provide Encrypt/Decrypt assistance for users under Bitlocker to facilitate data recovery from failed/failing drives
• Printer Utilization, Maintenance and Management response
• Documented and trained users on resolution of frequently occurring issues.
• Active Directory management and maintenance of user account permissions and status of accounts

Confidential, Edgewood, MD

Responsibilities:

• Handled over 500 Tickets and Requests in 5 months.
• Managed Ticket queue with regards to distribution/coordination amongst team members.
• Managed user Expectations of Ticket resolution times and outcomes via prompt and concise communication with the user base
• Public Facing position of the department providing Local and remote support for PC, Mac and mobile in an environment of over 900 users globally
• Transitioned from Magic ticketing system to Cherwell
• Ensure prompt and efficient response to user requests using the Magic and later the Cherwell ticketing system.
• Escalate tickets and requests not resolvable at current level to management
• Small IT Project Support and implementation.
• Printer Utilization, Maintenance and Management response
• PC/Mac and Mobile Desktop/Deskside Diagnostic and Repair Including Laptops Desktops Mobile devices, as well as integration, moves adds and changes (IMAC)
• Documented and trained users on resolution of frequently occurring issues.
• Active Directory management of user accounts/status.

Confidential, Columbia, MD

Responsibilities:

• Provided Remote Desktop, Deskside support to include PC, Laptop, Mac and Mobile for an environment of over 700users across the Globe
• Small IT project Support with supervision
• Deployment of Software to newly acquired divisions
• Documented Solutions to, and trained users on the repair of frequently occurring issues.
• Active Directory management of user accounts with regards to shared drive access and status of account
• IMAC (integration moves adds or changes) at management request
• Troubleshoot and document software/hardware and user issues providing solutions in an approved manner
• Managed Ticket queue from open to completion and inform status of tickets as assigned by management to the user
• Audio Visual Support for All Nielsen video conference rooms and theaters in building.
• Began process of migrating systems to the Windows 8.1 Operating system Nielsen Confidential Image.

Confidential, Baltimore, MD

Responsibilities:

• Transitioned to HP Desktop Support at CitiFinancial in 2012
• Provided PC, Mac, Hardware and Software support for a large and diverse user base while maintaining a greater than 94 percent SLA for past year of contract and a greater than 90 percent the previous 3 years
• Supported the transition from Windows XP to Windows 7
• Hardware support for Laptops, Desktop, Mobile, Mac, Avaya VOIP phones and AV equipment.
• Transitioned from PBX to Avaya VOIP
• Directly handling over 1800 tickets while handling over 300 request tickets for hardware removals and installs
• Support provided by Phone alongside VNC, MS Communicator, Lync, MS-RDC as well as direct customer interaction.
• Maintained communication with customer to ensure proper level of information to user on progress towards resolution of their issues
• Prioritized calls ensuring effective time management and productivity while keeping proper time and work documentation in the Service Now and ResolveIT ticketing systems.
• Provided support for web applications, COTS, client developed applications, and other software to include all versions of Office Suite then available to users as well as basic windows trouble shooting
• Managed Inventory to handle on the fly hardware replacement
• Worked on small project development and Implementation using the ITIL Methodologies
• Documented routine break fix issues and solutions for dissemination to new technicians and technically inclined users
• Integrated with various other support teams to ensure successful project/task outcome
• Performed network maintenance from PC to wall and from intermediate network distribution frame to router/switch, ensuring network connectivity for users by maintaining strict inventory of port usage and cable management
• Employed Pointsec Drive encryption, Antivirus software and Active directory maintenance and management to ensure flexible user data access while minimizing security risks to the company
• Maintained data security standards as outlined in CitiFi and HP Data Retention Policies.
• Responsible for software license management by way of HP Radia and the in house developed front end for HP's OVCM software utility

Confidential, Baltimore, MD

Responsibilities:

• Provided Hardware and Software support for over 2000 users while maintaining a greater than 90 percent SLA the previous 3 years.
• Hardware support and repair for Laptops and Desktops, Mac, Blackberry, and AV equipment.
• Network Maintenance from PC to Wall and from intermediate Network Distribution Frame to switch/router ensuring network connectivity for users maintaining strict inventory of port usage and cable management
• Supported the transition from windows 2000 to Windows XP.
• Directly handled over 3000 user generated tickets over my tenure with Dell, while handling over 300 Request tickets
• Supported Ticketing system transition to Service Now from Peregrine Service Center and ResolveIt
• Support provided by Face to face interaction, phone instruction and use of VNC, NetMeeting, Dameware, MS Communicator/Lync, MS-RDC (Microsoft Remote Desktop Connection) as well as direct customer interaction.
• Maintained communication with customer to ensure proper level of information to user on progress towards resolution of their issues
• Prioritized calls ensuring effective time management and productivity while keeping proper time and work documentation in the Peregrine Service Center Trouble ticketing system.
• Instrumental part in deployment of the new Pointsec security suite later received additional duties as a Pointsec administrator
• Mid Contract underwent in transition to ServiceNow ticketing system then provided to other technicians and staff
• Underwent ITIL at the behest of Dell to improve small project development and implementation
• Documented routine break fix issues for dissemination to new technicians and technically inclined users
• Employed Pointsec Drive encryption, Antivirus software and Active directory maintenance and management to ensure flexible user data access while minimizing security risks to the company
• Provided support for web applications, COTS, client developed applications, and other software to include all versions of Office Suite then available to users as well as basic windows trouble shooting
• Maintained data security and integrity standards as outlined in Citi and Dell policies
• Part of the team that transitioned to software license management by way of HP Radia/HPOVCM

Confidential, Baltimore, MD

Responsibilities:

• Provided Printer, PC, Mac break/fix and Desktop/Deskside support service for all tickets assigned to meet company SLAs
• SLA met 92 percent of Time exceeding Contract requirements
• Responsible for deployment of PCs for New Users and Replacement PCs due to age, malfunction and warranty replacement.
• Obtained and prepared user data backups in preparation for new PC deployment and to ensure continuity after equipment or OS failure
• Maintained data integrity/Security to HIPAA Standards
• Manage Remedy Ticket Queue for user requests
• Responsible software installation at user request and on ticketed request
• Developed appropriate systems for small project development
• Responsible for client / user on new software and procedures
• Scheduled user appointments so as to maximize daily work-flow
• Established and maintain lines of communication to apprise users of delays or scheduling conflicts or other schedule changes to maintain user expectations
• Part Order authority for all parts pertinent for ticketed problems.
• Established an inventory and stock list of frequently used items to ensure rapid repair of common problems
• Maintained ITAM (Information Technology Asset Management) records to ensure compliance with all software license agreements