IT Support Technician

Employment History:

Confidential

Tier 2 Desk Side Support / Help Desk

• Provide desktop technical support in a Microsoft Windows environment. Resolve hardware, software and network issues as required. Upgrade organization from Windows XP to Windows 7 environment. Experience in reviewing and recommending software applications as well as identifying hardware salient characteristics and any add on devices. Troubleshoot and Managed user accounts and controlling access rights using Active Directory and Active Server. Experience in systems management, monitoring and sustainment hardware repair for servers, PCs, peripheral equipment software installation, MAC OS, maintenance and sustainment. Customization requirements and promoted implementation of a centralized call tracking system. As SharePoint administrator, the duties consisted of: SharePoint 2010 installation, configuration, upgrade, architecture, site template customization, site definition customization, content management, collaboration, workflow, custom web parts, reports, search, InfoPath Forms, master pages, content types, features, solutions, Excel Services, SharePoint Designer, and SharePoint Extensions complete application development life-cycle including requirements gathering, analysis and design, coding, testing and deployment and customizing SharePoint involving workflows, web parts, templates, and security.
• Procurement and installation of security cameras for workstation area prioritize workflow and delegated tasks to various individuals and departments as required Establish and maintain inventory of workstations PC's and Thin-Clients using Excel spread sheets to document inventory by serial number and location Required to procure various specialized rental equipment using negotiating skills while contracting vendors, in addition to supervising placement , pickup and removal of procured equipment Set up conference room with necessary equipment for conference calls, and presentation preparations. Strong familiarity with remote tools LANDesk, VNC, Dame ware, and RDP. Required to travel to various worksites/offices in other locations within the U.S to setup workstations-repair hardware and install software. Responsible for ghosting old laptops with ghost and created image on shared network partition. Provide technical support to end users onsite, offsite and remotely, for desktop and laptop software, hardware and LAN troubleshooting, broadband or wireless connections. Performs problem solving and analytical skills abiltity to work on multiple projects, perform other duties as assigned.

Confidential

• Employed by various temporary agencies to provide desktop support during reduction of force employees on extended leave and vacation
• Provided technical desktop and customer service support in Windows 7 and Outlook 2010/ Microsoft environment. Proficient with internal active printers and trouble shooting and hardware support. Strong backgroud in customer service techniques and customer satisfaction. Support all Help Desk operations including receiving incoming calls, resolving issues and coordinating request service to PC users. Responsible for supporting all personal computer processes and for providing daily technical and operational assistance isolate, resolve or escalate, and follow up with end users to resolve reported problems. Enter and manage calls in the help desk software system collect and distribute electronic equipment including computers, cell phones, and related items. Communicate effectively with IT staff and with all employees and contractors verbally and via electronic mail, memos, and stored documentation. Perform other duties as assigned.

Confidential

IT Help Desk Supervisor

• Supervised a team of Help Desk Analysts with a strong understanding of desktop applications and a proven ability to manage IT software and hardware support for diverse customers in time-critical situations. Responsible for the overall IT Help Desk customer support process first and second tier , desktop management, customer satisfaction, issue escalation, staff scheduling and staff development.
• Provided leadership in customer interactions, supported and implementation desktop and business application support. Performed cross-application and hardware trouble-shooting and support at the desktop and infrastructure layers. Assisted in the development of IT and end-user training . lead and/ or coordinated projects or large-scale work efforts utilizing project management methodology and relevant tools and templates supervising and participating in breaking down, securely packing and transporting computers while reinstalling computers, employing organized and neat arrangement of cabling and peripherals. Provided supervisory and technical expertise in imaging new PCs for XP software and other applications for FDA Experience with board level diagnosis and repair of UNIX and Linux computer systems responsible for TCP/IP, LAN/WAN, networking technology, which includes network protocols and management systems. Proficient with Microsoft Windows Operating Systems, Active Directory, hardware installation and troubleshooting provide support for Windows 2000 Professional and Windows XP. Proficient in the installation and maintenance of network cabling installing/configuring/repairing peripherals, i.e., disks, modems, printers, data acquisition devices experience with board level diagnosis and repair of computer systems.

Confidential

Sr. Help Desk Administrator/Information Technology Specialist

Provided on-line technical support and site visits for 2350 end users and responsible for maintaining help desk. Installed and troubleshoot numerous Windows 95 based applications. Performed network backup, building PC's maintaining corporate inventory database, tracking corporate computer hardware and software purchases and helpdesk support. Coordinated design information and negotiated due dates with all outside vendors involved in facility delivery. Under minimal supervision, configure, test and install hardware and software products and analyzed and resolved related problems related to UNIX and Linux systems, Windows95, Active Directory, MS Office packages including Outlook , and applications in a multi-user LAN environment. Performed component level repairs for printers i.e. change printer profiles, local to network and all related printer problems, as well as perform preventative maintenance on printers . Provided end-user assistance in the resolution of office automation, to include, Blackberries and Virtual Private Network, issues. Posses 'excellent customer service and interpersonal skills with a team spirit attitude.

Confidential

Sr. Help Desk - Information Technology

Provided troubleshooting PC hardware, software, and remote access in a Windows 2000/2003 Server environment Strong knowledge of Office 2003 and Outlook configurations ability to work with minimal supervision optimum organizational skills to effectively prioritize workload team player mentality solid and effective phone, email and remote support techniques. Have the ability to be proactive when dealing with team member inquiries, needs and/or problems. In addition, administered the rules of punctuality and attendance, as well as adherence to company policies provide support for AED external organizations which utilize non-standard software provide quality and prompt technical support, to maintaining AED's standard software applications and computer systems, and to exploring new and better ways to facilitate communication with, and better serve, its clients.

Confidential

Help Desk Technician

• Provided technical assistance to approximately 3000 users for the Department of Justice JCON contract. Directly responsible for users located in 2 locations, including VIP users located in the Main Justice building.
• Responsible for all internal daily printing research and assist the Help Desk in the resolution of networking problems experience managing multiple projects with continuous deadlines Motivated self-starter with the ability to work independently as well as part of a team. In addition, capable to function exemplary in a fast paced environment with ability to train others with the ability to identify problems quickly and make recommendations for solutions.