OBJECTIVE

To contribute to the company growth through my overall experience

EMPLOYMENT

Desktop Support Technician Tier II

Confidential

• Provide assistant to users in a wide range of Windows computer issues.
• Install, upgrade and maintain desktop and portable computer hardware, software, printers, and peripherals.
• Activation, configuration and support of Blackberry devices for deployment to users.
• Asset inventory and configuration of Laptops for migration deployment to 980 users.
• Asset inventory and system preparation for decommission of equipment
• Ensured compliance with applicable security and property accountability requirements.
• Knowledge Base update on BMC Remedy for resolution of issues.
• Provided minor network cabling installations and modifications as required.
• Expertise in troubleshooting hardware and operating system related issues for Desktops and Laptops
• Excellent oral and written communication skills

Principal Assistant/Management Technology Services

Confidential

• Coordination of staff report development for presentation to Montgomery County Planning Board.
• Management of commission fleet tracking.
• Generated correspondence for executive signature and resolution of issues as needed through ongoing contact with internal and external commission officials.
• Handled human resource personnel confidential information with discretion to include distribution of recruitment candidates' information to Planning Director.
• Assisted in desktop support upgrades to include A/V set-up and installation

Desktop Support Technician Tier II

Confidential

• Installed, upgrade and maintain desktop and portable computer hardware, software, printers, and system peripherals.
• Inquiries and issues resolved during initial contact with client.
• Respond to complicated user questions on a variety of software packages and local area network issues.
• Performed customer service follow-up on status of items to ensure resolution - supported approx. 1800 users.
• Tracked and managed software licenses and assisted with deployment of security patches.
• Configuration of IT systems for unit deployment.
• Tracked trends and recommend corrective actions. Ensured compliance with applicable security and property accountability requirements.
• Provides support for CAC Common Access Card . Troubleshoots smart card readers, middleware and PKI Public Key Infrastructure Certificates.
• VPN configuration for remote users
• Provided network cabling installations and modifications as required.
• Mobile Device Blackberry configuration to include activation, soft reset and data backup/restore
• Expertise in troubleshooting hardware and operating system related issues for Desktops and Laptops
• Knowledge Base created on BMC Remedy for resolution of issues.
• Performed data migration and configuration of XP systems
• Excellent oral and written communication skills
• Member of the following IMD teams:
• MAPS Deployment Team - Configuration and data migration of Lenovo Thinkpad to medical personnel
• Desktop Computer Technology Refresh Team - System configuration and user data migration for medical departments desktop HW/SW upgrades.
• Transition Team - Relocation and setup of IT assets for departments/units/users in preparation to deploy to new medical facility

Customer Service Call Center/CSR/Desktop Support

Confidential

• Served as volunteer Sr. Customer Service Representative/Trainer by assisting in the system and ticket tracking for individuals contacting the Salvation Army for assistance.
• Performed weekly customer quality control survey and documentation maintenance.
• Development of standard operating procedures manual, forms and maintenance of filing operations.
• Training of new inbound call center representatives in CS procedures utilizing MS Office
• Performed in-house desktop support for hardware/software/AV installation, upgrades and maintenance.
• Performed upgrade, configuration, support of XP and Vista systems

Desktop/Helpdesk Support Engineer

Confidential

• Assisted users via phone and field support in a wide range of Windows/Macintosh computer issues.
• Installed, upgrade and maintain desktop and portable computer hardware, software, printers, and peripherals.
• Follow-up on status of problems that remain open past reporting deadlines
• Resolved as many inquiries and problems during first contact with client.
• Tracked and managed software licenses and assisted with deployment of security patches.
• Inventory and configuration of Workstations/Servers for company deployment.
• Tracked trends and recommend corrective actions. Ensured compliance with applicable security and property accountability requirements.
• Provided minor network cabling installations and modifications as required.
• Expertise in troubleshooting hardware and operating system related issues for Desktops and Laptops
• Excellent oral and written communication skills

Electronics Center/Information Technology Specialist

Confidential

• Responsible for installation and troubleshooting hardware and software for users.
• Installed software, reformatted hard drives and reinstalled operating systems and inventory management.
• Upgraded and maintained center servers, printers, scanners and software as needed.
• Also served as a CSR/Computer Center Trainer by assisting in the development of individual members employable skills in the area of information systems and software MS Office .
• Provided System and ticket tracking maintenance for inbound call center - Sr. Customer Service Trainer.

Executive Assistant/Investor Relations

Confidential

• Served as Executive Assistant responsible for management of executive calendar and coordination of travel plans for senior management staff.
• Generated correspondence for executive signature and resolution of issues as needed through ongoing contact with internal and external company officials.

Handled corporate and personal confidential information with discretion.