Tier Ii Technician Resume Profile
PROFILE
Energetic, extremely motivated IT and Audio Visual Professional seeking a position which complements and utilizes my advanced IT Technical Support, Audio/Visual Conferencing, Business and Customer Relations skills to assist an organization in meeting its goals.
SUMMARY OF QUALIFICATIONS SKILLS
- Dynamic, goal-oriented IT Professional who excels in a high-energy environment
- Strong analytical and decision-making skills
- Strong interpersonal and organizational skills
- Outstanding customer relations skills
- Proven ability to manage multiple tasks successfully
- Creative and detail oriented
- Flexible, with the ability to work well independently and as a member of a team
- Accomplished at using creativity in practical applications
- Bilingual English/Spanish semi-fluent
- Highly accomplished at all major computer operating systems and their programs and applications. Including mobile devices: BlackBerry, iPhone and iPad.
Areas of Specialization
- Microsoft Windows OS 95-Windows 7 , Windows Server 2005-2008 , Macintosh OS X/OS 9
- Desktop Support/Network Administration
- Hardware/Software Installation and Configuration
- Break fix
- WAN/LAN/voice-over IP
- Audio/Visual Production and Support
- Domain Administration
- Active Directory
- Symantec Endpoint Encryption SEE
- Guardian Edge Encryption
- PeopleSoft Database Administration
- Seibel Database Systems Public Sector
- Remedy Action Request System
- Network Server Imaging/Ghost
- Microsoft Office 2003-2010
- Citrix Networking/Server Farm
- Altiris Remote Desktop tool
- Cisco Systems VOIP Telecommunications/VPN
- Exchange: EAS/PKI
- IBM Lotus Notes E-mail Client
Confidential
Tier II Technician with current/active MBI clearance providing excellent customer service to thousands of federal government employees and contractors on all hardware/software and TCP/IP network related issues for Veterans Affairs Central Office VACO in Washington, DC. Supporting several Veterans Health Administration VHA offices, departments and locations. Daily responsibilities include, but are not limited to: hardware/software troubleshooting, TCP/IP networking, Active Directory 2008 administration, laptop encryption using Symantec Endpoint Encryption SEE , Citrix WAN configuration/administration, server farm analysis, Cisco VPN configuration, Big Fix, network server imaging of PC workstations and laptops, laptop and workstation deployment and provisioning, Remote HW/SW troubleshooting using various tools, office relocations/moves, PKI certificates support import/export, etc. , Microsoft Outlook support/configuration and troubleshooting, Network Administration, Cisco client configuration wireless, etc. , hard drive wiping, monitoring the Remedy Service Desk/ Ticketing System and transferring to other groups when appropriate. Installing and troubleshooting local/network printers and scanners. Regularly completing various other duties as necessary.
Confidential
Desktop Support Engineer providing at-desk, phone and email support to users of computer hardware and software, peripherals, as well as with fixed and mobile phones. Reported to the IT Services Manager under the Director of Operations and Engineering. Responsible for performing at-desk/bench analysis, diagnosis and resolution of laptop, desktop, phone and printer issues installation, configuration, maintenance and troubleshooting PC and Mac hardware/software. Outlook .ost repairs/rebuilds. Configuring Outlook user profiles, and performing all Outlook file backups to servers for HR/legal holds purposes. Basic troubleshooting and configuration of BlackBerry, iPhone, Palm and Windows Phone handheld devices. Performed asset management duties on a regular basis using Numera's TrackIt.
Confidential
Help Desk Technician for Northern VA. Community College, responsible for providing support to all Faculty, Staff and Students of NVCC all campuses via email, phone, and electronic live chat, perform various IT related functions such as: continually checking all web portal/network performance and functionality. Providing front-line advice service to end-users on software and hardware related issues PC/Mac, Performing first-level diagnosis of customer issues, maintaining high first-call resolution rate. Opening and taking ownership of incidents and service requests using SmarterTrack Ticketing System tracking issues until resolved. Escalating issues as required. Managing telecommunication systems accounts Cisco Systems . LAN accounts administration in an Active Directory environment. Microsoft Exchange mailbox/group creation/supporting both in network, and Outlook Web Access, database administration using PeopleSoft, Server Farm analysis on an hourly basis, and reporting outages and other issues in a timely fashion. Apple iPhone/iPod Touch devices troubleshooting and support. Performing other technology support duties as needed.
Confidential
Help Desk Technician for the Copyright Division at the Library of Congress, responsible for providing support to all Confidential Copyright Office employees, as well as external customers worldwide via email and phone support. This included support via the ITS Help Desk Hotline and desktop support as necessary. Performed various IT related functions such as installation and support of hardware and software, PC setup and deployment, created work orders, tracked inventory and weekly reporting for project assistance. Provided front-line advice service to end-users on software and hardware related problems, performed first-level diagnosis for customer issues maintaining high first call resolution rate. Opened, tracked, and took ownership of incidents and service requests. Managed customer communications and set appropriate expectations, moderate database administration using Siebel, and Active Directory, performed other technology support duties as required.
Confidential
Help Desk Analyst GSA - Networx Transition PMO Help Desk
Member of a multi-tiered Help Desk Team, which provided customer technical support to the U.S. Navy, Army and various government entities on various software platforms and web portals. Created, tracked, resolved and closed trouble tickets using Remedy Action Request System. Researched customer issues in an effort to provide the best possible resolution. Proactively went about tracking customer issues root cause analysis to better anticipate possible trends thereby, cutting the resolution time considerably. Maintaining an extremely professional, personable, can-do attitude at all times. Continually augmented my personal knowledge base in all areas of technology to better serve customers.
Confidential
Production Assistant/IT Consultant
- Provided Audio Production and Redbook Mastering for national and local recording artists, some software tools used include: Digidesign Pro Tools, Apple Final Cut Pro, Sony Sound Forge and Sony Vegas. Material has been featured on NBC Television, WPGC FM, WKYS FM, and in Toyota and Ford dealerships television ads.
- Provided PC technical support services and IT solutions for small business clients supporting their mission-critical projects and helping them serve their clients more efficiently and effectively. Responsibilities included, but were not limited to: assisting in digital audio recording/mixing sessions CD duplication and mastering and setting up instruments for recording sessions. Clerical duties included: scheduling clients, preparing invoices, collecting
- payment for services rendered and accounts payable. IT/tech duties included: installing, configuring, upgrading, and maintaining computer hardware/software Mac and PC throughout each of the studios.