SUMMARY

• Accomplished Support Specialist with 6+ years of IT support experience
• Experience with desktop, laptop, hardware and software installation, configuration, and troubleshooting; uses SharePoint to manage supplies and equipment
• Advanced knowledge of computer OS, networking protocols, and LAN/WAN topology
• Utilized SCCM management console in deployment of migration packages and software
• Ability to work as a team member in a high pressure environment while providing quality customer service

TECHNICAL SKILLS

Windows Operating Systems and Applications: Windows XP, Windows 7, Windows 8,Microsoft Server 2000, 2003 and 2008 Configuration and Support,SharePoint Designer 2013, MS DOS, HTML, XML, UNIX, Visual Basic, MS SQL, SQL Scripting, Microsoft Access, Active Directory account management, Remedy, Lotus Notes, My Services; Hard Drive Encryption Software ( Checkpoint, Bit Locker ), Microsoft Exchange

Remote Assistant Software: WebEx, pcAnywhere, TeamViewer, Remote Desktop, Kaseya, VMware, and GoToMeeting

Mobile Device Configuration: Blackberry, Android, iPhone, iPad

Hardware& Networking: LAN/WAN, Network Configuration, TCP/IP, VPN Personal Computers, Monitors, Laser Printers, Blackberry, NIC Cards, Scanners, CD Rom Drives / DVD & CD Burners, Flash/Memory Drives, Interface Cards, Patch Panels, Hard Drives, Modems, System Board

Point of Sale Software: Confidential 2700/3700/8700/9700/ E7, SecureNet payment terminal, SPOS application, FD POS, Sage Uno, SmarterTrack, Sage, Saleslogix, online virtual terminal

PROFESSIONAL EXPERIENCE

Confidential, Arlington, VA

Customer Engineer

Responsibilities:

• Windows 8 Deployment
• Provide support to end users for XP and Win 8.1
• Break - fix and IMAC Deskside support for laptops and desktops
• Imaging of Lenovo Gen2, Lenovo T-450, and VOIP setup
• Updating tickets in Remedy, My Services, Lotus Notes
• Asset Management of inventory obtained from off boarded Fannie Mae employees
• Data recovery from XP machines migrated to Lenovo Gen 1 & Gen 2 laptops with WIN 8.1
• Disabling user accounts from Active Directory and removing workstations from user accounts
• Configuration of Cisco phones prior to set-up at new employee’s work area
• Escalating issues related to Networks or Exchange team
• Manage asset inventory for the technical center
• Order toner inventory, maintenance kits, and fusers for printers

Confidential, Alexandria, VA

IT Deployment Technician

Responsibilities:

• Deployed Hewlett Packard monitors (HPZ24i) and tested for functionality
• Removed monitors from inventory, uninstalled monitors on users’ desks, installed new monitors with security cables and locks, and arranged cabling and cords
• Completed tracking sheet to log monitor model and serial number

Confidential, Leesburg, VA

Client Services Associate

Responsibilities:

• Identified issues using daily report and communicated with Guest Agent to gain remote access to POS server ( Confidential 3700, Confidential 9700, Aloha, POSitouch)
• Troubleshot FTP Server and Guest Metrics Agent data exchange. Installed Guest Metrics Agent via remote access and Go To Meeting, Citrix, pcAnywhere, TeamViewer
• Provisioned site content in Snap Shot and NetSuite database in order to add users to client sites and grant access to point of sale reports
• Created troubleshooting guides for future employees of the Client Services department
• Provided support to office staff including CEO with desktop, printing issues

Confidential, Chantilly, VA

Deployment Technician

Responsibilities:

• Built files for new/replacement terminals including wired and wireless credit card payment secure payment systems and terminals and payment gateways (VeriFone models, T7 Plus, First Data models, Apriva/Charge Anywhere, and Sage Virtual Terminal)
• Troubleshot malfunctioning terminal devices, online virtual terminals, and printing issues
• Built POS terminal files for new merchants and merchants with replacement terminals
• Downloaded files to terminals and tested transactions to ensure functionality
• Documented installation tickets and solutions using Saleslogix ticketing software Provided physical installation and setup of credit card terminals
• Assisted with API interface for Aloha & Confidential POS
• Provided excellent remote and live customer service to merchants tracking funds
• Introduced and was later awarded a WOW award for excellent team work

Confidential, Gravette, AR

IBM Kiosk deployment Technician

Responsibilities:

• Installed IBM AnyPlace Kiosks at Jared Jewelers (various locations in Maryland)
• Installed wireless Lexmark printers on the network and troubleshot printer issues
• Completed transactions including obtaining manager approval photographing installation for proof and submitting necessary paperwork by fax

Confidential, Rockville, MD

Lead Technical Support Specialist

Responsibilities:

• Advised on start-up of 24-hour help desk to increase revenue from West Coast merchants
• Recruited and reviewed resumes for technicians applying for with the company
• Provided leadership for Help Desk support staff
• Created training manuals and provided training to staff to improve productivity
• Observed staff on calls and offered guidance to improve merchant experience
• Monitored error messages on SecureNet Payment Gateway and SecureNet Front End and notified the developers for immediate resolution
• Used Kaseya to monitor data center network activity in Maryland, Virginia, and Arizona
• Installed, configured, and troubleshot third party POS software (SPOS Point of Sale Software, Confidential 3700, Monetra, Data cap, Net ePay) via remote access
• Assist merchants & web page developers with set-up of shopping carts to virtual terminal.

Confidential

Technical Support Specialist

Responsibilities:

• Provided support to merchants and sales agents for Hypercom and VeriFone POS countertop terminals and online virtual payment terminal
• Created configuration files in Term Master and VeriCentre for POS terminals
• Configured software and Blackberry phones for new technical support staff
• Installed, configured and added drivers for Topaz signature pad and Magtek Card Reader
• Installed driver for Star Micronics TSP 100 and PosiFlex printers

Confidential, Columbia, MD

Implementation Specialist

Responsibilities:

• Provided live support at customer sites to ensure a smooth transition to their new system and minimize post-installation support requirements
• Conducted training for end-user staff and management to improve staging, setup, and breakdown of equipment and ensure effective installation process
• Promoted to Software Configuration Specialist and completed configuration project and activities for various programming requests
• Analyzed customer requirements in communique and preliminary gap analysis and configured database and application to customer specifications
• Tested and analyzed proprietary database using MS SQL and application output for accuracy and coordination of the quality assurance process
• Wrote SQL scripts
• Provided customer support for database and applications
• Maintained accurate and complete records of billable hours and forwarded regularly to project consultant and tech support

Confidential, Fairfax, VA

Help Desk Technician, Tier II

Responsibilities:

• Provided technical support for various POS retail and restaurant terminals
• Supported 15-20 types of terminals including Hypercom, Nurit 2085, VeriFone, and others
• Created configuration files to enable merchant credit card terminals to run authorizations and settle approved transactions in VeriCentre software and Terminal Manager software
• Provided installation, troubleshooting, and ordering of terminals for merchants