Summary:

• Customer focused Desktop Support Technician with several years of demonstrated success, offering accomplished experience, credentials and technical expertise in the areas of PC and Desktop Support across Windows Networks.
• Proficient in PC hardware and software.
• Expert knowledge of current desktop and laptop hardware.
• Make purchase recommendations for hardware and software.
• Purchase hardware and software.
• Effective communicator with strong technical and customer service skills.
• Works well alone and as part of a team.

TECHNICAL SKILLS

• MS Windows7
• Windows 10
• MS Office
• Exchange
• LAN
• WAN
• TCP/IP
• VPN using RSA
• Okta
• Juniper/Cisco Anyconnect/ Pulse Secure
• Wireless
• Active Directory
• Remote Desktop Tools
• LANDesk
• Bomgar
• Mcafee
• Sophos EPO and Encryption
• Imaging:Ghost
• Altiris
• Confidential
• Confidential Confidential
• SCCMAdmin
• WSUS
• Migration from XP to Windows 7 to Windows 10
• Ticketing systems used: Remedy
• Service Desk
• Service Now
• HPSM
• ITSM
• Phone systems used: CMS Avaya
• Cisco
• Polycom
• MDM using Airwatch
• Mobileiron
• Touchdown

Objective:

• A position as IT Support Technician to perform Helpdesk, Desktop Support, PC Field TechwithSys Admin, Active Directory and Exchangeduties.

PROFESSIONAL EXPERIENCE

Desktop Support Technician

Responsibilities:

• Setup new hire accounts in AD, create new mailboxes on Exchange, provide read, modify, delete access to network file shares, perform audits to cleanup AD to ensure terminated associates have AD accounts disabled.
• Create new and update existing documentation andsubmit changes for review for new, and updated processes to ensure teammates have the rightinformation.
• Resolvetechnical inquiries for personal and commercial clients.
• Connect via Remote Desktop or go onsite to perform advanced troubleshootingsteps using diagnostics, utilities and tools to isolate and resolve hardware and software issues.
• Perform data backup and restore, install and reinstall Windows 7 and Windows 10 includingdrivers.
• Resolve hardware and software issues.
• Build tasks, packages, security updates to push software and process reports through SCCM.
• Attended some classes for ITIL.
• Setup, configure and assist with iPads and work/personal cellphones.
• Performed swap out from Windows PC to MAC, installed programs, copied user data.

IT Support Specialist

Responsibilities:

• Resolve technical inquiries, openandresolvehalpdesktickets and requests for hardwareand software issues.
• Use diagnostics and tools to diagnose, isolate and fix issues.
• Use internal tools to communicate, work with teammates.
• Escalate issues as needed.
• Perform other duties and tasks as directed by management.

IT Support Specialist

Responsibilities:

• Resolve technical inquiries, openandresolve halpdesk tickets and requests for hardware and software issues.
• Remove malware and viruses.
• Image and setup new hire pc's.
• Make purchase recommendations.
• Order hardware and software.
• Order parts under hardware warranty.
• Backup user data, image PC and install/reinstall Windows 7 andWindows 10.
• Followup with customers to ensure issues resolved to customer satisfaction.
• Setup, configure and assist with iPads, personal/work cellphones.
• Performed swap out from Windows PC to MAC, installed programs, copied user data.
• Build tasks, packages, security updates to push software and process reports through SCCM.

IT Support Technician

Responsibilities:

• Setup new hire accounts in AD, create new mailboxes on Exchange, provide read, modify, delete access to network file shares, perform audits to cleanup AD to ensure terminated associates have AD accounts disabled.
• Create new and update existing documentation and submit changes for review for new, and updated processes to ensure teammates have the right information.
• Resolve technical inquiries, openandresolve halpdesk tickets and requests for hardware and software issues.
• Remove malware and viruses.
• Image and setup new hire pc's.
• Make purchase recommendations.
• Order hardware and software.
• Order Confidential parts under hardware warranty.
• Backup user data, image PC and install/reinstall Windows 7 andWindows 10.
• Followup with customers to ensure issues resolved to customer satisfaction.
• Setup, configure and assist with iPads, personal/work cellphones.
• Build tasks, packages, security updates to push software and process reports through SCCM

Desktop Support Technician

Responsibilities:

• Setup new hire accounts in AD, create new mailboxes on Exchange, provide read, modify, delete access to network file shares, perform audits to cleanup AD to ensure terminated associates have AD accounts disabled.
• Create new and update existing documentation and submit changes for review for new, and updated processes to ensure teammates have the right information.
• Resolve technical inquiries, open andresolve halpdesk ticketsand requestsfor hardware and software issues.
• Remove malware and viruses.
• Image and setup new hire pc's.
• Make purchase recommendations.
• Order hardware and software.
• Order Confidential parts under hardware warranty.
• Backup user data, image PC with Confidential and install/reinstall Windows 7.
• Followup with customers to ensure issues resolved to customer satisfaction.
• Build tasks, packages, security updates to push software and process reports through SCCM.
• Setup,configureand assist with iPads, personal/work cellphones.

PC Technician

Responsibilities:

• Setup new hire accounts in AD, create new mailboxes on Exchange, provide read, modify, delete access to network file shares, perform audits to cleanup AD to ensure terminated associates have AD accounts disabled.
• Create new and update existing documentation and submit changes for review for new, and updated processes to ensure teammates have the right information.
• Resolve technical inquiries,openand resolve halpdesk tickets and requests forhardware and software issues.
• Remove malware and viruses.
• Image and setup new hire pc's.
• Install Confidential parts under hardware warranty.
• Backup user data,image PC with SCCM/Ghost,and reinstall Windows Xp and Windows 7.
• Followup with customers to ensure issues resolved to customer satisfaction.
• Setup, configure and assist with iPads, personal/work cellphones.

Workstation Specialist

Responsibilities:

• Setup new hire accounts in AD, create new mailboxes on Exchange, provide read, modify, delete access to network file shares, perform audits to cleanup AD to ensure terminated associates have AD accounts disabled.
• Create new and update existing documentation and submit changes for review for new, and updated processes to ensure teammates have the right information.
• Resolve technical inquiries,openand resolve halpdesktickets andrequests toresolve hardware and software issues.
• Image and setup new hire pc's.
• Backup user data, perform Ghost, and reinstallWindows 7.
• Setup, configure and assist with iPads and personal/work cellphones.
• Followup with customers to ensure issues resolved to customer satisfaction.
• Build tasks, packages, security updates to push software and process reports through SCCM.

Help DeskTechnician

Responsibilities:

• Setup new hire accounts in AD, create new mailboxes on Exchange, provide read, modify, delete access to network file shares, perform audits to cleanup AD to ensure terminated associates have AD accounts disabled.
• Create new and update existing documentation and submit changes for review for new, and updated processes to ensure teammates have the right information.
• Resolve technical inquiries, resolve halpdesk ticketsandrequestsfor hardware and software issues.
• Image and setup new hire pc's with Windows 7,updates and security patches.
• Remove malware and viruses.
• Setup, configure and assist with iPads and personal/work cellphones.
• Followup with customers to ensure issues resolved to customer satisfaction.
• Build tasks, packages, security updates to push software and process reports through SCCM.

Help Desk Technician

Responsibilities:

• Resolve halpdesk ticketsand requestsfor hardware and software issues.
• Swap Confidential hardware as needed.
• Backup user data, perform Ghost,and reinstallWindows Xp and 7.
• Remove malware and viruses.
• Open trouble tickets.
• Followup with customers to ensure issues resolved to customer satisfaction.
• Build tasks, packages, security updates to push software and process reports through SCCM.

Field Service Technician

Responsibilities:

• Setup new hire accounts in AD, create new mailboxes on Exchange, provide read, modify, delete access to network file shares, perform audits to cleanup AD to ensure terminated associates have AD accounts disabled.
• Create new and update existing documentation and submit changes for review for new, and updated processes to ensure teammates have the right information.
• Resolve technical inquiries, resolvehalpdesk tickets and requests forhardware and software issues for offices in my region.
• Backup user data,image PC withGhost,and install Windows Xp and Windows 7.
• Setup pc's and server in new office setups.
• Open trouble tickets.
• Setup, assist and configure iPads and work/personal cellphones.
• Followup with customers to ensure issues resolved to customer satisfaction.
• Attended some classes for ITIL.
• Build tasks, packages, security updates to push software and process reports through SCCM

IT Support Specialist

Responsibilities:

• Setup new hire accounts in AD, create new mailboxes on Exchange, provide read, modify, delete access to network file shares, perform audits to cleanup AD to ensure terminated associates have AD accounts disabled.
• Create new and update existingdocumentation and submit changes for review for new, and updated processes to ensure teammates have the right information.
• Resolve technical inquiries, resolvehalpdesk ticketsand requestsfor customers.
• Connect via Remote Desktop or go onsite to perform advanced troubleshooting steps using diagnostics, utilities and tools to isolate and resolve hardware and software issues.
• Purchase recommendations.
• Order and setup new hire pc's.
• Image laptops and desktops with Windows Xp and Windows 7 with Confidential and Ghost.
• Performdata backup and restore.
• Resolve hardware and software issues.
• Setup and program new blackberries.
• Replace hardware.
• Open trouble tickets.
• Setup, configure and assist with iPads and personal/work cellphones.
• Followup with customers to ensure issues resolved to customer satisfaction.
• Build tasks, packages, security updates to push software and process reports through SCCM.

IT Support Specialist

Responsibilities:

• Resolvehalpdesk tickets andtechnical inquiries for customers.
• Connect via Remote Desktop or go onsite to perform advanced troubleshooting steps using diagnostics, utilities and tools to isolate and resolve hardware and software issues.
• Image laptops and desktops with Windows Xp and Windows 7 with Confidential and Ghost.
• Performdata backup and restore.
• Resolve hardware and software issues.
• Replace hardware.
• Open trouble tickets.
• Followup with customers to ensure issues resolved to customer satisfaction.
• Build tasks, packages, security updates to push software and process reports through SCCM.

IT Support Specialist

Responsibilities:

• Resolve halpdesktickets and requests to maintain, analyze, troubleshoot and resolve PC hardware and softwareproblems by either going onsite or using remote desktop.
• Upgrade and replace PC components.
• Provide daily desktop and peripheral support.
• Oversee and update computer inventory management.
• Order equipment and software.
• Effectively interface with other departments, personnel and business contacts.
• Assist in resolving LAN communication problems.
• Participate in departmental projects.
• Perform miscellaneous duties as required by IS management.
• Open trouble tickets.
• Setup, configure and assist with Pads and personal/work cellphones.
• Image laptops and desktops with Windows Xp and Windows 7 with Confidential and Ghost.
• Build tasks, packages, security updates to push software and process reports through SCCM.
• Followupwith customers to ensure issues resolved to customer satisfaction.