Professional Profile

I have more than 15 years of technical and technician experience dating back to 1997. My technical support work has included problem solving user support and day-to-day maintenance of hardware and multi-platform network systems. I have demonstrated an aptitude for learning new skills quickly and highly effective in negotiation problem solving and analysis.

Skills

• VMware Fusion Adobe Acrobat X RIM Blackberry Desktop Check Point Endpoint Formerly Pointsec FileMaker Pro 11 Mac OS X 10.7 Lion Mac OS 10.6.3 Mac OS X 10.6 Snow Leopard Mac Office 2011 Mac Office 2008 Windows 7 Windows Vista Windows XP Professional Microsoft Office for Windows Word Processing Spreadsheet Email Access Database Lync/OCS Client Communications OCS OneNote Word Processing Symantec Software Antivirus Utilities Active Directory Cisco AnyConnect VPN client RSI token.
• Supporting Microcomputer Macintosh Computer laptop Printer Scanner Digital Camera Active Directory MS - DOS Microsoft Windows 3.X 95 98 NT 2000 XP Professional Mac OS 9.1 Microsoft Office 2000 XP MS Systems Management Server 2.0 Dame Ware Nortel Networks Extranet Access Client Virtual Private Networking Remote Access Corel Suite 8 Lotus Notes Netscape Navigator 4.X Internet Explorer 6.0 Pitney Bowes E 210 mailing machine C 420 copier and 9820 fax.

Career Progression

Confidential

Sr. Service Desk Technician

• Provide Service Desk support services to Architect of the Capitol AOC of 3000 users in a multi-facet environment using Office 2003 2010 and 2013 Windows XP Windows 7 and MAC OS 10.X VMWare Government application support GOTS COTS product support Adobe WinZip etc... desktops and laptops.
• Imaging of Operating Systems using Ghost or PXE imaging solutions remote support of users using remote management tools RDP ZCM and/or SCCM Cisco Anyconnect VPN client Mobile Device Support and MDM Server Jamfcloud iPad iPhone .
• Experience with LAN/WAN connectivity issues toning/tracing ports .
• Experience and working knowledge of Active Directory Active Server Role.
• Configure and troubleshoot wireless connectivity.
• Supporting and troubleshooting Windows and Apple endpoints desktops laptops iPads iPhones in geographically dispersed locations.
• Report to the Service Desk manager on daily basis and maintain high level of communications with management and clients.
• Excellent communications troubleshooting and analysis skills and experience in a Service Desk support environment.
• Ability to work incident and work order tickets from beginning to end with minimal support or guidance from others and management.
• Excellent oral and written communications and customer service.
• Good documentation capabilities using Microsoft Outlook Word and Excel.
• Responsible for the scheduling setup testing operation and breakdown down of audiovisual and video teleconference equipment e.g. video data projection systems computers audio and video teleconference equipment microphones video cameras audio systems and operation of integrated AV systems

Confidential

Desk Side Technician

• My duties include performing desk side technical support for NICHD computer hardware standards and support of Blackberry handheld devices and peripheral equipment used by 3000 for scientific research.
• Configuring and supporting workstations and printers in a Windows networked environment.
• Help build and maintain desktop images according to NICHD practices using PXE server. Ensuring the desktop images are updated on a regular basis including documentation and communicating changes. Assisted with automating the deployment of images and applications. Maintaining clear and detailed documentation on all Windows images and associated technologies.
• Analysis and testing of new and upgraded software including the development and maintenance testing plan for software.
• Worked with the development team to coordinate testing piloting deployment of software training for customers and Technical Support Team TST .
• Troubleshooting application errors or applications not operating accurately e.g. Microsoft Office Word Processing Spreadsheet Email Access Database Lync/OCS Client Communications OCS OneNote Word Processing SharePoint including isolating problems collaborating about options and implementing a resolution.
• Worked with vendor as necessary to resolve escalated issues. Assisting with research and development efforts for desktop virtualization. Assisting with emerging technology research and evaluation.
• Experience and working knowledge of Active Directory Active Server Role. Participating in the development and maintenance of Active Directory group membership.
• Responsible for the scheduling setup testing operation and breakdown down of audiovisual and video teleconference equipment e.g. video data projection systems computers audio and video teleconference equipment microphones video cameras audio systems and operation of integrated AV systems and Adobe Connect in compliance with the set of prescribed requirements of the customer.
• Supporting the OD/E Desk Side Team inventory activities warranty tracking and resolution monitoring remedy tickets.
• Very strong customer service skills ability to interact positively with users strong problem solving skills and general knowledge of PC/Mac desk.
• General typing skills and professional comportment. Help Desk knowledge/experience ability to lift 10-60 lbs. on a repetitive basis or 60-90 lbs. occasionally and transport via lifting walking and carrying equipment between multiple work sites and client locations.

Confidential

Associate Systems Technician

• I have used computer hardware including personal computers servers and mainframe clusters in day-to-day business.
• I have set up computer systems and related equipment replaced defective or inadequate software packages and provided technical support of cross-connected multi-platform network systems.
• I have also installed and upgraded computer and network components and diagnosed hardware problems with modems printers cables or telephones configure and troubleshoot wireless connectivity.
• I have received resolved referred and documented software hardware network and procedural problems.
• I have also made referrals to systems support or network/communication staff experience and working knowledge of Active Directory Active Server Role.
• Performed workgroup administrative duties and created and maintained user accounts in Active Directory.
• Maintained user logins and passwords. Also assisted users with daily operational issues and operated computer help desk-assisting users with problems and solutions. Additionally instructed users on the use of equipment software and manuals and demonstrated effective and consistent technical support at customer sites over the phone and via remote software such as LANDesk and DameWare. Also provided user support on desktop computers and peripherals.