PROFESSIONAL EXPERIENCE:

Confidential, Capitol Heights, MD

Tier III Desktop Support Engineer

Responsibilities:

• Utilize Active Directory to manage users accounts in Windows 2012 Server.
• Provided administration for Office 365 (Exchange online, SharePoint online, and Skype for business).
• Configures and provides technical support for iPhones, iPads (iOS) and Android devices.
• Ensures proper operations of Windows 7 and 10 laptops and desktops.
• Integrated Microsoft Intune wif SCCM for mobile device management.
• Diagnoses and repairs desktops, laptops, printers and monitors.
• Troubleshoot firewalls, routers, switches and wireless controllers.
• Provides AV support for meetings and .
• Utilizes McAfee ePolicy Orchestrator for endpoint protection.
• Administrate AT&T RingCentral Office@Hand Cloud Phones

Confidential, Baltimore, MD

Tier III Desktop Support Engineer

Responsibilities:

• Extensive use of Active Directory to manage users accounts in Windows 2012 Server.
• Ensures proper operations of Windows 7 and 10 laptops and desktops.
• Provides end - user support for Mac OS X Laptops.
• Administration of Office 365 including Exchange online, SharePoint online, and Lync.
• Provides AV support for meetings and conferences.
• Utilizes McAfee ePolicy Orchestrator for endpoint protection.
• Extensive uses of IBM BigFix for pc deployments and patch management.
• Configures and provides technical support for iPhones, iPads (iOS) and Android devices.
• Provides advance MS Office 2010/2016 application support.
• Diagnoses and repairs desktops, laptops, printers and monitors.
• Troubleshoot firewalls, routers, switches and wireless controllers.

Confidential, Lanham, MD

Senior Field Engineer

Responsibilities:

• Provided technical support to clients running Microsoft Windows 7, 8 and 10 as well as OS X.
• Provided on-site and remote support for Microsoft office and Active directory for Windows Server .
• Provided administration for Office 365 (Exchange, SharePoint, and Skype for business).
• Provided technical support to clients using Microsoft Exchange/Outlook .
• Configured and repaired Cannon, HP, Brother, Lexmark, Xerox, and Dell printers.
• Repaired, maintained and upgraded Mac, Dell, HP, Lenovo, and Toshiba laptops and desktops.
• Configured and provided technical support for iPhones, iPads (iOS) and Android devices.
• Utilized SCCM wif Microsoft Deployment Toolkit for Windows 10 Deployments.
• Integrated Microsoft Intune wif SCCM for mobile device management.
• Managed on-site and mobile device wifin Office 365 wif Microsoft Intune.
• Performed structured deployments of Mac OSX laptops using JAMF software tools.
• Installed and upgraded VoIP Phone systems.
• Troubleshot firewalls, routers, switches and wireless controllers.

Confidential, Washington, D.C

Tier II / III Desktop Support Technician

Responsibilities:

• Use of Active Directory to manage users account in Windows 2008.
• Ensured proper operations of Windows 7 and 10 Laptops and Desktops.
• Provided end-user support for Mac OS X Laptops.
• Administration of Office 365 including Exchange online, SharePoint online, and Lync.
• Provided advanced MS Office 2010/2016 application support.
• Diagnosed and repaired desktops, laptops, printer and monitors.
• Deployed Windows Intune wifin Office 365 portal for on-site and mobile device management.
• Managed deployments and upgrades of desktops, laptops, monitors and printers.
• Provided support and maintenance of Avaya IP Office 500 VoIP phone system.

Confidential, Washington, D.C

Desktop Support Specialist

Responsibilities:

• Provided support to end users for Windows XP and Office Suite 2007.
• Diagnosed and repaired HP desktops and laptops.
• Provided end-user support for Exchange, Outlook 2007.
• Set-up, configured and repaired network printers (HP).
• Deployed and configured Blackberries.
• Set-up and troubleshot Polycom A/V equipment.

Confidential, Baltimore, MD

Tier II Desktop Analyst

Responsibilities:

• Set-up new user accounts, created network shares, reset passwords using Active Directory on Windows Server 2003.
• Provided end-user support on Microsoft Office 2003, 2007.
• Provided end-user support for Exchange /Outlook 2003, 2007.
• Maintained back-up for servers using Veritas Backup Exec.
• Provided support for network connectivity problems.
• Set-up, configured and repaired network printers (HP).
• Deployed and configured Blackberries and similar handheld devices.
• Maintained and repaired Apple and Mac desktops and laptops.
• Diagnosed and repaired Dell desktops and laptops.
• Programmed and diagnosed various key phone systems.

Confidential, Washington, D.C

Tier II Helpdesk Technician

Responsibilities:

• Provided support to end-users for Windows XP and Office Suite 2003.
• Set-up new user accounts, created network shares, reset passwords using Active Directory on Windows 2003 server.
• Provided end-user support for Lotus Notes 6.0.
• Set-up, configured and repaired network printers (Xerox, HP).
• Diagnosed and repaired Dell desktops and Toshiba laptops.
• Used Symantec Ghost to create XP images for deployment.
• Provided support for network connectivity problems.
• Supported, set-up, and troubleshoot Polycom A/V equipment.
• Supported, set-up, and troubleshoot Cisco Call Manager.
• Worked wif outside sales team to setup and support conferences, meetings and car show events.

Confidential, Washington, D.C

Tier II Helpdesk Deployment Technician

Responsibilities:

• Used Symantec Ghost to create XP images for deployment.
• Set-up and configured PC’s and laptops wif NASA approved XP image.
• Set-up and configured Macintosh laptops and workstations wif NASA approved software.
• Redeployed and configured Blackberries and Palm handheld devices for NASA personnel.
• Set-up and configured new network printers.
• Diagnosed and repaired Dell desktops and laptops.
• Diagnosed and repaired Apple G5 Workstations.
• Diagnosed and repaired HP Workgroup\Network Printers.
• Provided support to end-users for Windows XP and Office Suite 2003.

Confidential

Tier me/II Helpdesk (Contractor)

Responsibilities:

• Acted as Network Administrator in Windows 2000 environment using Active Directory.
• Troubleshot and repaired problems in Microsoft 2000 and XP Operating systems.
• Used remote access tools (VNC, Proxy, Citrix console) to troubleshoot end-user issues.
• Troubleshot end-users networking issues to teh router level.
• Diagnosed and repaired Dell desktops and laptops.
• Installed, configured and supported Microsoft Office (2k, 2003).
• Installed, configured and supported Coral Suite (2k, 2002).
• Provided end-user support for Lotus Notes R5 and 6.
• Installed and configured Palm and Compaq handheld devices.
• Diagnosed and repaired HP printers (8150, 4050, and 4600).