SUMMARY:

• IT Support Specialist with experience in multitude of systems within various industries; able to identify challenges quickly and provide effective solutions.
• Expertise includes but not limited to Windows 2000, XP Pro and windows 7, Internet connectivity, install and uninstall applications, active directory and printer/fax
• To utilize my skill set and experience to advance in my career as a more versatile IT professional.

• Windows XP, Windows and MAC
• Microsoft Office (Outlook,Access,Excel,Power Point) and Lotus Note
• Remedy, Heat and Service center ticketing system, Active Directory
• Proficient with Microsoft Word, Excel, Publisher, Power Point, Access, Window 2000 and the Internet.
• Excellent with Photoshop. HTML, SQL and configuring servers to TCP/IP network.
• Strong communication skills, growing professional experience, desire to learn and apply new ideas in the field of IT
• Strong communication skills, growing professional experience, desire to learn and apply new ideas in the field of IT
• Highly astute, energetic, and team spirited with strong work ethics. Able to fulfill numerous roles and a drive to exceed expectations
• Experienced in building, troubleshooting, supporting personal computers and networking
• Multi - platform Support
• Backup & Recovery
• Leadership & Coaching a Systems Deployment & Configuration
• Trouble Ticket & Remote Support Systems
• Root Source Problem Isolation / Resolution a Strategy & Execution
• Client Relations
• End-user Capabilities

PROFESSIONAL EXPERIENCE:

Confidential, Heights, MI

IT Regional Support

Responsibilities:

• Provide technical support to end users onsite and nationally via phone, email and remote connection.
• Maintained confidentiality and discretion when working with passwords or sensitive material.
• Provide support for desktop computer operating systems, applications and hardware/ peripherals.
• Setup, deployed, and maintained equipment for end users (Including mobile devices, laptops, pcs, and tablets)
• Kept in constant touch with vendors to resolve problems as quickly and efficiently as possible regarding third party applications and equipment.
• Instructed employees on extending life of computer system through proper use.
• Installed, configured and troubleshoot wireless access points for end users using wireless connection or hotspot.
• Performed administrative services on active directory, including creating user accounts, assigning security policies, setting activation passwords and assigning equipment.
• Prepared workstations for new hires using Acronis to image drives and performing quality insurance checks on computers before assigning to end users.
• Installed, configured and troubleshoot end users Mail Clients using Microsoft Outlook 2003/XP/2007/2010.
• Assisted in upgrading network switches and routers to ensure more reliable connectivity for end users and sites.
• Installed, configured and troubleshoot VPN software and settings for remote users.
• Responded to queries, ran diagnostic programs, isolated problem and determined and implemented solutions.
• Tier III troubleshooting of escalated issues for resolution.
• Worked with Cerner for various application issues.
• Responded to all end user inquiries and issues in a courteous, professional and timely manner.
• Worked on and troubleshoot various third party applications.
• Worked on and troubleshoot various internal applications.
• Prepared and troubleshoot IP phones, desk phones, printers, scanners, fax machines, projectors, mobile devices, and tablets.

Confidential, Troy, MI

Desktop Support

Responsibilities:

• Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals
• Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users
• Supervise complaint ticketing system and follow timely resolution of all work orders
• Setup, deployed, and maintained of end-user machines
• Responded to all customer inquiries in a courteous and professional manner.
• Worked with Active Directory in managing and maintaining user accounts.
• Monitored ticket queues and provided service and escalation.
• Contacted third party teams for further resolution (laptops, desktops, printers etc.)
• Configured new laptops and desktops for new users to company standards, including MAC and Linux machines.
• Installing necessary software for specific users for specific projects.
• Configuring VPN for all company employees.
• Remotely troubleshooting issues for offsite users via Juniper or RDC.
• Windows maintenance, dual booting, upgrade & update the windows (Parallels, VMware and Virtual Box)
• MS outlook configuration, Outlook backup & restore and troubleshooting
• Disk Management, partitions
• Printer installation and troubleshooting
• Basic Networking, Map drive, Data sharing
• TCP/IP Configuration, Internet Maintenance, configuring IP phones
• VNC Configuration and team viewer configuration.

Confidential, Arlington, VA

Helpdesk/ Desktop support

Responsibilities:

• Provide technical support and network management for 1500+ users
• Used Microsoft tools to remotely resolve client issues
• Performed software upgrades including Internet Explorer, Norton Antivirus, Windows workstations
• Utilized Active Directory to give users rights, create profiles, reset passwords, delete accounts etc
• Created 15-20 trouble tickets daily, using Remedy ticketing system
• Provided full support with Microsoft Outlook by creating PST folders, calendar appointments, out-of-office message, email groups with rights and email accounts
• Building, troubleshooting, supporting personal computers laptops and networking
• Utilized Acronis Image software for Imaging and restoring User machines
• Installed and tested AHLTA Medical Software for The Military Health System

Confidential, Rockville, MD

Tech Support

Responsibilities:

• Providing technical support and network management for 400+ users.
• Troubleshoot and repaired network connectivity, network access problems and perform system backups and data recovery
• Performed software upgrades including Internet Explorer, Norton Antivirus, Windows workstations
• Worked collaboratively with co-workers to help setup and maintain a WAN network, configure Cisco switches and routers, implementing access-lists, loop avoidance.
• Exposure to numerous problems, including network traffic congestion, such as broadcast storms and multicasting
• Assisted users with mobile device configuration and troubleshooting
• Deployed CERNER Program all throughout Hospital.
• Provided hardware support to include replacing monitors and computer hardware including DVD drives, motherboards, and hard drives.
• Utilized Microsoft Systems Management Server to remotely resolve client issues.

Confidential, McLean, VA

Helpdesk/ Desktop support

Responsibilities:

• Provide technical support and network management for 1500+ users
• Provided full support with Microsoft Outlook by creating PST folders, calendar appointments, out-of-office message, email groups with rights and email accounts
• Performed software upgrades including Internet Explorer, Norton Antivirus, Windows workstations
• Daily experience with Windows XP and Windows 7
• Building, troubleshooting, supporting personal computers and networking
• Created 25-30 trouble tickets daily, using Remedy ticketing system.
• Used Microsoft tools to remotely resolve client issues

Confidential, Reston, VA

Help Desk/ Desktop support

Responsibilities:

• Install setup and troubleshoot wireless network and hardware
• Ensured customer satisfaction via proven methods of communication
• Utilized Active Directory for computer account administration as well as user account administration, creation of computer accounts and modification of user accounts
• Install and dress network and power cabling, ensuring a neat and easily accessible work area.
• Manage problems dispatched by systems support analysts (NOC group)
• LAN Jack installation and troubleshooting using the Booz Allen Hamilton Hub system
• Performed Help Desk / PC Level I and Level II support for 1,000 users and clients.
• Performed both hardware and software installations while doing major PC rollout.
• Installed and configured various printers with TCP/IP addressing.
• Upgraded various laptops and desktops to the latest patches and Antivirus software.
• Experienced with LAN hardware such as Hubs, Switches, VPN/Firewall appliances and Routers.
• Onsite customer service and technical support to users required via phone, email, online remote systems and in person
• Utilized and mastered the BES on all blackberry devices, also very proficient with android and Apple mobile devices