SUMMARY:

A results driven and motivated IT professional with more than five years of experience as an IT specialist. Experienced in providing assistance to users on various hardware, software, and networking issues. I am looking for a challenging role in an organization in which I can apply my, enthusiasm, willingness to learn and my technical aptitude.

TECHNICAL SKILLS:

Operating Systems: Windows XP, Vista, 7, 8, 10 Windows server 2003, 2008, 2013

Languages: C++, PowerShell

Hardware Troubleshooting: Virus Removal, Desktop Support, Basic and intermediate Networking

Computer Hardware: CPU’s, Motherboards, Modems, Network Cards, RAM, Hard Drives, Routers. Switches, Printers, Copiers, Scanners

Computer Software: Microsoft Office Suite, Active Directory, Group Policy, Microsoft Exchange

WORK EXPERIENCE:

Help Desk Technician

Confidential, Hunt Valley, MD

Responsibilities:

• Used a ticket tracking software to input, schedule, report, and escalate all tickets.
• Performed network administration functions, set up network user accounts/permissions, reset passwords, exchange accounts, and administered group policies.
• Escalated issues as needed and maintained communication with customers and technical teams.
• Worked directly with software and hardware vendors to resolve client and server issues.
• Provided support to VPN and remote assistance to clients
• Implemented full system migrations
• Managed and configured Cisco phone accounts.
• Diagnosed and triaged network and system outages.
• Supervise and manage a team of coworkers.
• Manage and create group policy
• Managed and maintained onsite and offsite backup plans for clients.

Help Desk / Sales Manager

Confidential, Columbia, MD

Responsibilities:

• Developed sales plans and strategies for the attainment of market share goals, pricing policy and objectives, expense budget and sales goals including sales, maximized dollars per lead.
• Worked closely with Sales Managers, Sales Representatives and corporate staff including Marketing, Business Development, and Finance to establish and achieve revenue and profit goals.
• Responded to new leads and transformed them into new business using superior closing skills.
• Performed helpdesk support; computer and network installation, printer support, virus removal, troubleshooting, and etc.
• Utilized independent escalation, knowledge base, and problem tracking strategies

Help Desk Technician

Confidential, Twinsburg, OH

Responsibilities:

• Worked in an ESD free facility performing RMA repairs on customer desktops, workstations, laptops and servers.
• Provided over the phone technical support in a call center environment and remote desktop support to end users.
• Developed, implemented, and assigned specific work plans to meet operational goals in the areas of customer service, e - mail and correspondence, infrastructure inventorying, hardware and software deployment.
• Provided strategic phone and email support for our customers’ custom built orders
• Designed support solutions for improved productivity, streamlined operations, and faster access to critical information
• Input larger problems into issue tracking software.

Sales Associate

Confidential, Mayfield, OH

Responsibilities:

• Steadily advanced from a Sales Associate to Supervisor candidate.
• Opening and closing of the department, meeting and exceeding my customer’s needs, new employees, and functionality control of display units.
• Geek Squad Supervisor
• Engaged home and business customers in consultative sales interaction, recommending a complete solution, including service plans, in-store and on-site services, and accessories.
• Maintained strong sales through deep product knowledge and demonstration, while overcoming objections to negotiate deals.

On Site Computer Technician

Confidential, Waldorf, MD

Responsibilities:

• Performed on-site computer and printer repair, computer hardware and software troubleshooting
• Independently scheduled appointments, responded to service calls, and performed all troubleshooting.
• Upgraded memory/hard drives, replace outdated PC's, and backed up or restored data when needed.
• Restored data from crashed hard drives using multiple tools to recover as much data as possible.
• Configured home networks, software, mapped network drives, installed networked printers, etc.
• Provided Ethernet, and Local Area Networks (LAN) support, hardware and software Installation/configuration.

Help Desk Technician / Project Manager

Confidential, MD

Responsibilities:

• Mid-Size company focusing in custom screen printing and embroidery.
• Quickly advanced from an office assistant to project manager.
• Operated with little to no immediate supervision.
• Collaborated with the graphic designer and warehouse lead to schedule and assure clienteles’ orders were being processed and completed by the quoted time.
• My responsibilities included (but not limited to): quality control, customer fulfillment, sales, inventory, and office management, scheduling, and ordering of supplies.
• Created various excel spreadsheets to keep track of inventory, in house and outsourced jobs, and shipped jobs.
• Performed helpdesk support; computer and network installation, printer support, virus removal, troubleshooting, and etc.