Summary

I am a customer-focused IT professional with over 9 years of hands-on, relative experience derived from supporting Government and Private-Sector customers at both the individual and network enterprise levels. I possess excellent communication and interpersonal skills attention to details team player excellent customer service skills and quick learning in various working environments.

Technical Skills

• Operating Systems: Windows 98, 2000, XP, Vista, Windows 7/8
• Hardware: HP printers, Blackberry's, IPhones, Switches, Routers, LAN, Ethernet, TCP/IP
• Software: Microsoft Office Suite 03/07/10 , Remedy, Heat, Symantec Ghost, PGP,
• McAfee anti-virus, AVG, SMS, Active Directory, NetIQ, VMware AirWatch, Good for Enterprise, Cisco AnyConnect
• Clearances: Active Secret DOD Security Clearance

Professional Experience

Confidential Help Desk Analyst Tier II/NOC Analyst

• Provide technical support and troubleshoot applications in Windows environment which includes laptops, desktops, tablets and thin clients
• Troubleshoot mobile devices: replacements, backup, restore, Enterprise activations
• Monitor open trouble tickets to ensure resolution of ongoing issue is performed quickly and efficiently within the service level agreement SLA
• Respond to customers' technical problems related to hardware, software and networking via e-mail, office communicator and phone
• Install hardware and software on laptops and mobile devices
• Maintain, diagnose and repair computer components including hardware configuration, access to data, functionality and performance
• Relocate computers and related peripherals to new location
• Assist end-users in person and remotely regarding various hardware and software issues
• Configure and deploy mobile devices, manage by AirWatch, Blackberry Enterprise Server, and Good for Enterprise IPhones, Blackberry's and Samsung S4
• Support VIP's for DIRO conferences room issues
• Performed and completed Window 7 laptop refresh project 700
• Perform VCC system checks: Disable Wi-Fi, Bluetooth and cover camera
• Troubleshoot VPN issue relating to certificate, connectivity and settings
• Perform hourly checks to ensure that network operations are performing to normal standards
• Unlocking/securing TRB's and release zip quarantine files
• Monitor SCOM console/Airwatch console

Confidential Desktop Support Specialist

• Submit trouble tickets and customer service request documents
• Track Trouble tickets and CSRD's and follow up with customers
• Assist clients with publishing new PKI Certificate to Global Address List
• Configured, installed desktops, laptops and peripherals for new hires
• Assisted with unlocking accounts, password reset, and temporary passwords
• Troubleshoot, analyze and repair hardware and software issues
• Respond to e-mails, answer phone calls and walk-ins
• Maintain Inventory and documentations consist of computers, printers, Blackberry and peripherals

Confidential IT Support Specialist

• Supported Lenovo laptops, desktops and IP phone deployments
• Performed network and system administration task included Active directory, email accounts, add workstations, password reset, unlock account
• Calculated, label, record PCs and peripherals into database
• Installed, configure, and troubleshoot hardware and proprietary software
• Relocate PCs and peripherals to new locations
• Re-imaged PCs, perform data migration and configure Outlook for Exchange Server
• Diagnose and resolve PC issues and escalate if necessary
• Maintain, analyze, troubleshoot, and repair computer systems for redeployment
• Encrypt hard drive with SafeGuard Easy Client software
• Interact and follow up with customers to ensure satisfaction

Confidential Desktop Support Specialist

• Re-imaged, configured and install desktops and laptops to suit customer's requirements and according to company Standard Operation Procedures
• Supported 800 users while on a team of 8
• Created service tickets utilizing Heat ticketing system and ensure tickets have been properly completed before closing
• Troubleshoot hardware, software, and network connectivity issues
• Troubleshoot clients systems through remote assistance utilizing Go-To-Assist and NetMeeting

• Installed Microsoft Office 2003 and 2007 applications such as Access, Excel, PowerPoint, Word, Project, Outlook, Visio and various Adobe suites
• Mapped users to network drives and printers
• Answered 10-15 client trouble calls per day
• Disposed of unwanted PCs and computer related components according to guidelines and recorded information into asset disposal database
• Administered network project consisting of 150 printers to determine location, IP addresses, and labeling for convenient accessibility to accurately redirect end users

Confidential Test Technician/Assembler

• Installed, configured, troubleshoot hardware and proprietary healthcare software
• Builded network cables, 8-slot chassis, receivers and Optelecom power supplies
• Collected, analyzed and report data on test processes
• Assembled, programmed, tested Cisco products, Optelecom products, Weather bug, Custom PCs, medical equipment, and managed cable wire
• Troubleshoot and resolve assembly issues like opens, shorts, and cold-solder
• Provided status of open work orders to project manager