SUMMARY:

• Microsoft Office 1997, Microsoft Office 2000, Professional 2007, Microsoft Office 2007 Enterprise, Microsoft Office Professional Plus 2010, Microsoft Office Professional Plus 2013
• Microsoft Window 95/98/2000, Windows XP, Windows 7, Windows 8 and 8.1
• Install and configure network protocols Implement, manage, troubleshoot hardware devices, and drivers, Memory, Process, and Device Management
• I/O management interfaces and File management, Configuring group and Local Security Policies, Active Directory services, Network Protocols, and DNS

PROFESSIONAL EXPERIENCE:

Confidential - Sunnyvale, CA

Specialist, E2

Responsibilities:

• Supported 195 Verizon clients and provide excellent customer service
• Closed 50 tickets in 30 days
• Completed Health Assessment every month for my location; by checking audio and hardware
• Provide weekly reports on physical inventory counts as well as record weekly outflows of hardware equipment
• Ensure dat resolutions are consistent wif company standards and policies
• Installed Bright Sign to replace old window 7 desktop machine
• Upgraded to windows 7 to windows 10
• Learned to Image, Brick, Reload, and De-Brick
• Installed Cisco ISR 1111 switch
• Resolved the hardware issue by rebooting the hardware devices at the location site
• Troubleshoot hardware issue at the location
• Troubleshoot/resolved monolith monitors, VZ TV, MDD display monitors, printer receipt, cash drawer, network printers, access points, switch, router, retail POS IPAD tablets, inventory scanner guns
• Installed black device dat controlled the music device called startle
• Learned to use Reflect View dat show us the device on the network for each location
• Troubleshoot an issue wif the device on the router and Cisco switch network
• Troubleshoot an MDD (Multimedia Digital Display) Samsung Monitor at the site
• Called vendor like Dell BPK for parts for the kiosk for the site
• Outstanding customer service and interpersonal skills
• Troubleshoot and fix guest WIFI and the network
• Installed display port to HDMI cable to dual monitors for a customer
• Aptitude for learning
• Configuration IP address, subnet mask, default gateway on a Epson printer
• Excellent oral and written communication skills
• Ability to work in teams and in a team environment
• Able to lift up to 50 lbs
• Own car for transportation
• Valid driver’s license
• Travel different location to location to resolved an issue when the customer submit a ticket and close the ticket
• Always make sure the customers are happy wif my support
• Contract customer by emailing, calling, or meet them in person
• Replacing old desktop Windows 7 machine to Bright Sign machine
• Troubleshoot/fix POS IPads tablet/inventory scanner guns
• Using and installing docking station/replicator at the client desk = called Human Scale
• Using Cisco Jabber to chat clients by video, text messages, and phone calling
• Used to see channels like software pushing from the server is called Marimba
• Imaging client laptop and desktop machine = called VZ Image by using PXE and media (VZ Image software, server, and jump drive)
• Used ESM (Enterprise Site Management) for complete a site health assessment like checking machine, printer, device, and equipment. We has a check list to make sure we complete the work in the ticket. It give you information like location, address, phone number, manager and co-workers name; also give you the device and printer on the network.
• Asset management and tracking using ServiceNow ticketing system and ServiceNow = Snow (SYS)
• Managed ticket queue in ServiceNow (also known as Snow) to meet SLA requirements (AYS)
• Used a deployment tickets systems called ServiceNow = Snow (AYS)
• Re-assign ticket in ServiceNow (AYS)
• Create Incident ticket
• Order and installing printer receipt, UPS backup battery, keypad lock, and resetting the password in the BPK
• Check Service for BPK (bill payment kiosk)
• Health Assessment = clean cash acceptor, make sure lid is closed on check reader, make sure PIN pad says Verizon, Test Printer-if paper is low, replace, and make sure all devices are working from payment screen
• Support Ricoh and Xerox printer on the network
• Check the Sales Floor, MPOS, Back Office, and Network.
• Check Inventory scanner to make sure it testing connectivity, scanning functionality and check Zebra Printer
• Make sure BPK (bill payment kiosk) are clean and working property, clean cash acceptor, lid is closed on check reader, PIN pad says Verizon, and all devices are working from Payment screen
• Test Printer - is paper is low, replace
• Troubleshoot Ricoh printers and test page
• Learn how to use Dameware Reverse Connect to client machine
• Used admin rights to client machine

Confidential - Metuchen, NJ

Desktop Engineer

Responsibilities:

• Installed or setup Lenovo ThinkPad Thunderbolt 3 Docking station at the client desk
• Imaging Lenovo ThinkPad T480s laptop to Windows 10
• Picking up Lenovo ThinkPad T470s, Dell Latitude E6320, Dell OptiPlex 7010, Lenovo ThinkPad T4440s, T450s, and T460s laptop/desktop from the client desk
• Change BIOS settings to work wif the new docking station, enter the system setup by pressing F12 and via boot menu option, navigate to Config > Thunderbolt 3 option, change setting to No Security and select exit setup and save the changes
• Bitlocker password created and reset users pin (Bitlocker PIN)
• BitLocker is a password encryption to unlock the device
• Put desktop icons on desktop dis PC, My Docs, and Control Panel
• Set Power settings to never shut off when plugged in and go into advanced settings, set it to never also when plugged in and set monitor to turn off after 30 minutes when plugged in.
• Contact the users by Outlook email and Microsoft Team chat
• Go to control panel and user accounts and set change User account settings to never notify and performs pre-deployment machine tasks
• Unpin from taskbar Edge, Microsoft store, mail envelope and go to start menu and delete all unnecessary icons from their as well
• Delivers machine to end-user, set up the machine at the client desk
• Basic for Windows 10, review migration tickets, and retrieves pre-configured laptop from pool
• Assigns Asset Tag number to user and created a ticket by using ServiceNow
• Add the client AD Group and select AW-W10-NewDeploy, add user to all software AD group they need on site, add and pushed software and add user to the right group using a tool called Manager Engine Ad Manager Plus
• Add local admin account to the client machine
• Imaging Windows 7 to Windows 10 to client laptop by using a jump drive and imaging 20 - 40 laptops on a bench connected to a switch
• Confirm target user is ready for deployment by ensuring they are in all necessary AD groups
• Full Druva backup and Persona backup and restore completed on W10 box and used Druva Cloud to restore backup files as required
• Pushed full Druva backups from client Windows 7 machine, make sure confirm backup is completed, pushed Persona profile on client old machine, and make sure Persona backup is completed too
• Change the client Druva profile to Persona on Druva site and ensure Druva backup has completed and then reboot machine
• Call user to confirm appointment and the user’s desk location and has the user Enrollment ready
• Monitor, manage reboots and has user supply credentials as requested
• Confirm Pulse setup has been configured
• Check mapped drives are all their on W10 box, check all printers are installed, and check all PST’s are remapped in Outlook, and check mailboxes has been added in Outlook on client old machine
• Go to program files (x86)\adobe\adobe acrobat dc\acrobat and right click the adobe.exe and select run as administrator. Then has the user login to their adobe account to get the license activated on the new machine
• Post Migration Tasks
• Make sure all licenses software are inputted on client new machine
• Used VMware AirWatch to assign or add client to AD group called “AWSupportCenter” and enrolled in AirWatch
• Remoting in client machine using a software called BOMGAR
• Backup and restore from a client machine called Druva Cloud and added Druva to the client machine in KACE
• Perform a Windows 7 software deployment called KACE Systems Management Applicance Administrator Console
• Used a deployment tickets systems called ServiceNow = Snow

Confidential - Morristown, NJ

Desktop Side Support

Responsibilities:

• Supported 50 - 100 Anthem clients and provide excellent customer service
• Worked wif MSCCM (Microsoft System Center Configuration Manager) version: 1710, Console version: 5.00.8577.1115 , site version: 5.0.8577.1000
• Used IT Services Connect to submit tickets for software and hardware issues
• Use CyberArk to gather admin passwords, which were continually updated
• Worked wif Pixel (.PXE) boot for imaging from the server to the client machine
• Used Dameware Mini Remote Control software for basic end-user support and IT troubleshooting/easily remote into Windows, Mac, OS X, or Linux machines/automatically deploy remote control agent MSI packages to client machine
• Used the Windows Easy Transfer Tool to transfer files and settings easily from old machine to new machine from Windows 7 to Windows 7/10 by using the included USB Easy transfer Cable
• Worked USB-C to VGA adapter cable and DVI to HDMI adapter cable to hook up the monitors together
• Used Code42, when clients were working from home, to provide assistance in migrating setting and data from existing machine to new computers
• Pushed VA Mainframe and California Mainframe software to the client machine
• Pushed McAfee Encryption Security Update
• Changing the BIOS setting in desktop and laptop by pressing F2 to Imaging the machines for a client needs
• Used MyCitrix Web to log in and use SCCM Console to reimage Windows 7 and 10
• Typed *.pst files to Outlook to search for .pst files on client old machines
• Remoted to client machine by using Dameware Mini Remote Control
• Used Service Tag to define the client new asset name, pushed software, to look up computer names on the Network, inform clients of new machines, etc.
• Worked on RSA Soft Token and Hard Token
• Ability to redistribute existing RSA tokens for client needs to the new machine
• Reset RSA soft token to the client new machine to has VPN access from home
• Mapped shared drive
• Performed IMAC on client old and new machines
• Pushed software to laptops and desktops
• Imaged Windows 7 and Windows 10 to laptops and desktops
• Used UPS to send packaging and deliver hardware to clients
• Gained access to server shared drive \\ntfs37\shared\ and gained access to network shared drive to create folder
• Worked wif MPS (Managed Print Services/Solution) to locate the printers on the network
• Pushed Mcafee security update software to desktops and laptops to show encryption C
• Add archive/share folders to outlook to client machine
• Use Type \\assettag\ip address\c$ to remote into machines
• Upgraded Dell Optiplex /7050/7060 desktop
• Imaged/PC Refresh Dell Optiplex and 7040 desktop Windows 7/Windows 10, and imaged Dell Latitude touchscreen 5490 Laptop Windows 10
• Asset management and tracking using ServiceNow ticketing system and ServiceNow = Snow
• Managed ticket queue in ServiceNow (also known as Snow) to meet SLA requirements and Closed 55 tickets in 90 days
• Used EDAD (Enterprise Desktop Application Database) to check the status of the software
• Used Snipping Tool to do an screenshot utility to store an image file(PNG, GIF, or JPEG file) and save it to my shared drive
• Add data and used Asset Recovery Page on every client old machine to pick up and keep it for 5 days quarantine.
• Imaged Standard laptop, imaged Window 10 Dell 3530 Developer laptop, imaged/PC Refresh Dell desktops, and Imaged/PC Refresh laptop 7480 to Windows 7/10
• Picked up and swapped 7010 for 7040/50/60 desktops
• Upgraded Dell latitude 7470 laptop to Dell latitude 7480
• Setup and installed peripherals (mice, laptop locks, keyboard, monitors, and dock stations/port replicator), setup and installed dual monitors and used VGA and DVI to HDMI cables for monitors setup to the port replicator

Confidential, VA

Help Desk Support

Responsibilities:

• Providing phone and email support to homes and businesses
• Troubleshooting problems and providing technical solutions
• Worked on Compaq, Toshiba, Dell, and HP desktop and laptops
• Built/customized a desktop machine
• Performed IMAC on client machines
• Installed Windows Server 2000, 2003, and Virtual Machine (VM)
• Software install included Microsoft Office XP, Microsoft Office Pro 2016, Microsoft Office Pro 2013, Microsoft Office 2010, Microsoft Office 2007 Enterprise, Microsoft Office 2003, Microsoft Office 1997
• Installed Windows 95, Windows 98, Windows 2000 Professional, Windows 2000 Server, Windows XP, Windows 7, Windows 8, 8.1, Windows 10 operating systems
• Upgraded memory/software, wireless mouse, keyboard, monitor, hard drive for Compaq desktop
• Formatted hard drive and installed Windows 7, searched, and located the drivers and software for Compaq, Toshiba, Dell, HP desktop and laptops
• Setup, installed HP printer, and work on Fire 7 tablet

Confidential - Richmond, VA

Account Executive

Responsibilities:

• Provided a cost-TEMPeffective marketing strategy
• Clients provide mobile services from Assurance wireless
• Participated in events organized by our management team
• Increased market penetration and brand awareness while providing long term customers via our dynamic promotions and event marketing strategies

Confidential - Richmond, VA

PT Grocery Sales Associate/FT Frozen Clerk

Responsibilities:

• Charged and ordered merchandise/items in frozen department
• Ordered Review and Maintenance walk
• Worked wif computer-assisted ordering (CAO) system
• Unloaded the truck, ran back stock, and down stack pallets
• Conditioned frozen/grocery departments, stocked the merchandise
• Provided excellent customer service at all times and inventoried grocery/frozen department

Confidential - Glen Allen, VA

Configuration Analyst/Desk Side Support

Responsibilities:

• Supported clients and provide excellent customer service
• Upgraded hardware and software for laptops and desktops, worked on incidents of hardware and software issues, and hardware installation and Support of HP, and Compaq
• Troubleshooting of Windows XP, Windows 7, HP, and Compaq hardware
• Imaged laptops, tablets, and desktops to client specifications
• Used scanstate and loadstate script software to transfer data and files from the old machine to the new machine
• Created Active Directory users and computers by using administrative credentials for computer accounts
• Patch Distribution, and performed IMAC on client old and new machines
• Added and pushed software applications for client’s laptop from the network server
• Imaged laptops and desktops Windows XP from the network servers
• Packaged, shipped, labeled, and added peripherals for laptops and desktops for client’s needs
• Setup the DNS/ODBC connections on the laptops for client’s specification
• Incident management and Safe Boot Setup and worked in the configuration center
• Troubleshoot issues related to laptops and desktops, install memory sticks for laptops
• Setup printers on the network and office for clients

Confidential, Glen Allen, VA

Customer Infrastructure Representative

Responsibilities:

• Provided remote assistance for clients wif excellent customer service
• Troubleshoot issues on hardware and software regarding laptop and desktop computers
• Work on incidents and IMAC environment, supported clients Apple IMAC desktop, off boarded client IMAC desktop
• Analyzed/Configured software and hardware, assigned IP address/DHCP/DNS
• Set up printers for office, home, and networks
• Removed/Added software and hardware, and upgraded hardware/software
• Installed a video card and setup dual monitors for a client
• Troubleshooting of Windows XP, Windows 7, HP, IMAC, and Compaq hardware, and hardware Installation and Support of HP, IMAC, and Compaq
• Migration for clients by using scanstate and loadstate
• Used Domino work order system
• Installed external and internal CD Rom for laptops
• Responsible for installation of video cards for desktops and installation of memory sticks for desktops and laptops

Confidential, Colonial Heights, VA

Stocker/GM Receiver Supervisor

• Provide excellent customer service, supervise, train, and coordinate activities of workers engaged in lifting, transporting, and run products/items on the shelves for the customers
• Coordinate warehousing space and flow of materials based on shipping and receiving notices
• Verify and prepare records, such as routing slips, material requisitions, and job orders
• Managed to run products/items on the shelves for the customer in grocery department
• Accomplished to unload the trucks on time for the customer to buy our products/items and stock the shelves