OBJECTIVE:

To obtain employment providing opportunity for long term career growth and development, continuing education and support for the achievement of personal goals.

SUMMARY:

• Over 19 years of experience in the computer and networking field primarily in desktop support and help desk.
• Hands on experiences in installing, configuring and troubleshooting desktop software and hardware.

TECHNICAL SKILLS:

Troubleshooting PC hardware issues

Software installation and configuration

Windows 10/8/7/XP/Server/Exchange

Office365/Office/Outlook

Re - imaging Windows PC’s

Antivirus deployment

Printers/Scanners

Active Directory/Group Policy

Switches/VPN/Firewalls

DHCP/Ping/DNS/TCPIP

Troubleshooting Networks

Cisco Call Manager

Microsoft SCCM

Service Now Ticketing System

PROFESSIONAL EXPERIENCE:

Confidential

IT Technical Support Technician

Responsibilities:

• Inspect and test incoming computer hardware and O.S.
• Conduct computer hardware replacement including hard drives, memory, and power supplies
• Install and test computer software including Windows 10, Office, etc.
• Managed Service Desk Email Box
• Logging all incidents and requests via Service Now

Confidential, San Diego, CA

IT Technical Support Technician

Responsibilities:

• Provide computer-related helpdesk support for end-users
• Maintain user PCs, including upgrades and configuration as needed.
• Perform configuration in Active Directory including add/edit/modify
• Administer Group Policy for end-users
• Manage Windows 10 migration for computers
• Use of Zendesk ticketing system
• Experienced in Microsoft System Center Configuration Manager
• Deploy/install PC software and configure
• F5 SSL VPN client installation and configuration

Confidential, San Diego, CA

Desktop support Agent

Responsibilities:

• Manage Tech Refresh project of computer hardware replacement
• Working Knowledge of ServiceNow
• AirWatch Admin along with SafeNet mobile pass
• Utilized SCCM for software deployment
• Configure end-users in Cisco Call manager
• Provide computer/network technical support

Confidential, San Diego, CA

Service Desk Agent

Responsibilities:

• Responsible for Service Desk hotline communications
• Configure Cisco Call Manager for user accounts
• Deployed software/images over network, PXE boot
• Review and assign support requests through queue monitoring on a regular basis throughout the day
• Provide support to end-users to facilitate problem resolution; Work with staff to ensure quality and expectations for standards and customer satisfaction are met

Confidential, San Diego, CA

Help Desk IT Support

Responsibilities:

• Provide support and troubleshooting of computer-related issues such as software and hardware
• Perform reimaging of O.S. on desktops and laptops
• Ensured IOS and Operating System updates on computers
• Configured accounts in Active Directory including add/edit/modify users
• Administer group policy for end-users
• Configure Cisco Call Manager for user accounts
• Perform resolution of 1st response support requests

Confidential, San Diego, CA

Desktop I.T. Support

Responsibilities:

• Set up new laptops for new users
• Take inbound calls from home users

Confidential, San Diego, CA

Desktop I.T. Support

Responsibilities:

• Provided 1st response support and troubleshooting of computer-related issues
• Set up new computer hardware and laptops for new users
• Configure and install software
• Provide desktop support for remote users

Confidential, San Diego, CA

Help Desk I.T. Support

Responsibilities:

• Provide call center Help desk computer support
• Ensured prompt status communication to end-users regarding support requests
• Provide support and troubleshooting of computer-related issues
• Average call volume from 45 to 50 calls per day

Confidential, San Diego, CA

Help Desk I.T. Support

Responsibilities:

• Provide support to end-users to facilitate problem resolution; Work with staff to ensure quality and expectations for standards are met
• Provide troubleshooting of computer-related issues such as software and hardware
• Perform reimaging of O.S. on desktops and laptops
• Ensured IOS and Operating System updates on computers
• Configured accounts in Active Directory including add/edit/modify users
• Administer group policy for end-users
• Configure Cisco Call Manager for user accounts
• Prioritize/track action items and issues relating to support requests ensuring SLA’s are being met

Confidential, San Diego CA

Help Desk Analyst

Responsibilities:

• Worked on Microsoft Lync, Citrix, Windows 7,XP, HP Service Manager SM9, Active Directory, Configuration Management
• Provide troubleshooting of computer-related issues such as software and hardware
• Handled average call volume from 35 to 50 calls per day

Confidential, San Diego, CA

Help Desk Analyst

Responsibilities:

• Worked on Lync, Microsoft System Center 2012, Active Directory 2008 and Microsoft Exchange 2010
• Worked on Microsoft Enterprise Server 2008, Proxy pro master
• Provided timely diagnosis and first call resolution of trouble calls.
• Set up and configure end-user accounts in Active Directory
• Install and configure desktop workstations for end user’s

Confidential, San Diego, CA

Technical Account Associate

Responsibilities:

• Manage and provide technical support for Xerox printers and scanners.
• Install/remove hard drives and memory from network printers
• Troubleshoot network printer issues
• Install and configure network printers for departmental use for end users

Confidential, San Diego, CA

Help Desk Agent

Responsibilities:

• Answer incoming customer calls from ACD line and log trouble tickets in tracking system.
• Provide timely diagnosis and first call resolution of trouble calls
• Provided support of Office 2007
• Configured Active Directory and Domain Controllers
• Troubleshoot and support WAN/LAN Client networks TCIP SAP/CRM Ticketing system
• Managed average call volume from 20 to 35 per day