WORK EXPERIENCE

Help Desk Support Analyst / Division of Technology Contractor

Confidential

Duties include:

• Serve as Executive Support Technician and computer expert on IT issues that impact the university executive staff includ ing the University Chancellor and other high-ranking university officials .
• Specialized experience in diagnosing, resolving, and tracking IT customer problems/trouble tickets. Respond to IT incidents and requests received from emergency tickets escalated from the Help Desk for both university staff and students . Provide both on site and remote system support to staff .
• Troubleshoot and resolve user incidents and requests dealing with current versions of the Microsoft Operating system, Active Directory, Microsoft Office Suite, Blackberry and Android telecommunications, iPod,MAC Apple iOS devices , Citri x, VPN, and multifactor authentication.
• Manage and assist end-user and server administration for a network of approximately 10,000 or more users university staff and students through Computer Associated Unicenter Management System.
• Extensive troubleshooting and research for reports, processes, interfaces and data structures .
• O btain and integrate necessary data to define application and systemprocesses by working closely with technical and administrative staff to ensure optimum network functionality such as TCP/IP, Ethernet, and DHCP connectivity.
• Management of computer hardware and software moves and installations.
• Provide timely and continuous status updates in emergency IT assistance work to be viewed by the user community to ensure attention to detail and that accurate and up-to-date information is available.
• Organize, create and/or revise complex technical policies and standardoperating p rocedures for help desk to improve user experience and technical proficiency.
• Ensure Division of Technology guidelines are implemented and followed for more effective resource utilization.
• Utilize high level oral and written communications to explain complex IT technology to intended audience based on their knowledge of IT issues. Understand and translate problems from users that are not familiar with IT systems to provide high quality customer service.
• Participate in software development lifecycle: requirements generation, configuration, design, code, verification and test, maintenance,data backup and restoration, and overall integration of software modules and other subsystem components, both commercial and custom, including vendor warranty inventory.
• Set up system security, cloning systems, OS installation, system recovery, virus removal, network printers to maximize operations .
• Analyze, diagnose , image/re-image, and repair computer equipment such as laptops, desktops, scanners, printers, and other related peripherals .
• Maintain knowledge of leading edge hardware and software technologies as well as, current and emerging technology trends by participating in ongoing training to enhance technical skills.

Technology Support Assistant

Confidential

Duties include :

• Troubleshooting various hardware/software issues on desktops and laptops. Resolving printer and PC network issues, PC installation setup, cabling.
• Setting up system security standards, cloning desktops, installing OSes, file recovery, virus removal . Configure and install hardware and software .
• Review reports, documents, records, data, or other materials to verify completeness, correctness, consistency, compliance, or authenticity.
• Write computer code to transfer, store and manage electronic records and research data
• Analyze business process and user requirements for putting systems on student and employee domains.
• Anticipate and resolve computer equipment/software problems.
• Define system requirements e.g., specifying system architecture, data structures, data formats, and values for electronic records.
• Working with students and university staff to ensure understand ing of their system and potential problems.

PC Technician

Confidential

Duties include :

• Provide a wide range of PC repairs that include but are not limited to Malware removal, software debugging and resource management for personal computers, hardware replacement and logic repairs.
• Provide and explain highly technical or complex information regarding IT products and services.
• Tailor products and/or services for the needs of the customer .
• Assess customer needs and identify potential problems.

Camp Counselor

Confidential

Duties included:

• Newspaper reporting oral and written communications and photography studies.
• Planning and executing the academic enrichment and health activities for children between the ages of 6 and 9 years old.

Computer Technician

Confidential

Duties included :

• System security, PC administration, and networkingtroubleshooting and hardware replacement for users .
• Support IT customer service through ongoing assessment of needs and operating system.

TECHNICAL SKILLS

• I possess 2 years of experience with an d am proficient in many software and hardware applications including but not limited to :
• Software: Windows Steady State, Antivirus, Antimalware, Antispyware, C , My SQL, Microsoft Office Suite, Norton Ghost, System File Recovery Applications, Multisim, Labvolt, AutoCAD, DSN D ebugging Applications , Registry Stream Generation, Windows 7 Professional, Windows Vista, Windows XP Professional, Ubuntu , Remote desktop, crossloop, Admin pack and Active Directory , Lotus Notes, Microsoft Forefront Security,
• Hardware: Motherboards, Ram, CDRW-DVDRW, Hard Drives, Printers, Desktops, Laptops, Processors, Power Supplies, Monitors, Projectors, Multi-meters, Logic Probes, Function Generators, Circuit Boards, Bread Boards, Copper Tracers and Oscilloscope.