career summary

Detailed oriented Information Technology professional with eight years of progressive expertise seeks to obtain a prestigious position with a reputable, rewarding and stable organization that will facilitate continuous growth and development opportunities. I am results oriented, driven to succeed, customer focused and effective.

technical background

• PC Warranty and Non-Warranty repair such as hard drive, Memory, and Motherboard replacement.
• Software repair and Installation such as Operating System Repair Windows 95 Windows 8 and Mac OS 7.1 10.8 .
• Macbook and Mac Desktop Repair including Hard Drive and Memory.
• Troubleshooting and configuring Macbooks, Iphones and Ipads for daily use.
• Configured Voicemail for VoIP phones
• Experience in Blackberry Administration and Enterprise Setup
• Network, Wired and Wireless Installation.
• Worked with Novell and Active Directory.
• Performed and Managed Data Backups with Afreecon and Queue Management in Windows Server 2003.
• Microsoft Office 97 2013 experience including typing business letters, making PowerPoint presentations, and creating Excel spreadsheets.
• Remote Software use such as RDC, Citrix Management, Remote Assistance, Logmein, SCCM, and VNC.

Professional background

• Assisting users with PC Hardware and software issues for seven years.
• Coached and trained new employees for job readiness.
• Created a 3 month Customer/User Assistance Plan to service customers effectively.
• Developed training system that would ensure continuous employee growth and retention.

work experience

Confidential

Desktop Support Analyst

• Demonstrate the ability to diagnose and fix issues in line with agreed IT Service Level Agreements.
• Maintain, analyze, troubleshoot and resolve PC problems including viruses and/or failing hardware and software.
• Build and deploy desktops, laptops using SCCM for imaging purposes.
• Use Ghost to perform data backup of users' hard drive for data retention
• Install and configure printers and other PC peripheral devices.
• Upgrade and replace PC components.
• Provide daily desktop and peripheral support.
• Provide assistance to communication engineers in troubleshooting network issues.
• Working knowledge of Lync.
• Good knowledge of Help Desk Software in particular Service Now.
• Create computer accounts in active directory in order to push group policy and keep track of inventory.

Confidential

Help Desk Technical Support Technician 3

• Answers telephone and e-mail inquiries by end users for assistance with computer related issues and requests.
• Provide support with customers using Windows XP and Windows 7 Operating Systems.
• Document customer trouble tickets in DAYS Service Now software.
• Provide technical support for the Department of Energy customers throughout the United States as a Service Desk Analyst for the Confidential service desk.
• Create service/incident level requests from Apropos and emails and process them via Remedy.
• Verify customer identity through Management Information Systems MIS for AD and Confidential token account unlocks, resetting AD passwords, resetting RSA token PINS, etc.
• Resolve end-user phone, and e-mail support requests with a high degree of customer satisfaction
• Analyze and troubleshoot software and/or hardware issues over the phone and/or by the remote tools SCCM, and escalate incidents according to escalation procedures
• Unlock RSA token accounts, reset Confidential token PIN, Create/Remove Confidential Aliases for different groups viaConfidential Authenticator Utility
• Provide support for remote applications such as Citrix, VDI and VPN connections with installing Citrix receivers, resetting Citrix profiles, disconnecting idle sessions, etc.
• Provide PKI support with recovering Entrust Profiles, resetting passwords and updating certificates
• Perform Safeboot user and machine recoveries to reset password.
• Provide How To software support issues for MS Office and other DOE web based Corporate Applications.
• Provide Blackberry support by assisting customers with resetting device passwords, Blackberry Enterprise Activation, troubleshooting issues of unable to send/receive emails on Blackberry, etc.
• Provide GOOD support on iPad and iPhone devices with installing and setting up Good Accounts, resetting Good passwords, resetting device passwords, troubleshooting with sending/receiving messages on iPad/iPhone and Blackberry

Confidential

Senior Desk-Side Support Technician

• Analyze application issues, implementation, modification, documentation and maintenance of company applications.
• Provide desktop support which includes centralized problem and service request resolution for clients.
• Assist in new project implementations.
• Work closely with other members of the team to resolve clients' issues in a timely manner.
• Demonstrates advanced knowledge of the Microsoft Windows and Mac OS desktop operating systems and administrative tools.
• Demonstrates advanced knowledge of Blackberry OS, Android OS, and iOS phone software.
• Demonstrates advanced knowledge of Enterprise support hardware, software, network connectivity and applications.
• Provides accurate and detailed documentation of the IT problem, analysis and resolution actions performed during the IT restoration process using Maximo ticketing software.
• Demonstrates ability to independently understand, troubleshoot, and resolve many types of Service Requests.
• Demonstrates excellent Customer Relationship skills through communications, tone, knowledge, and respect while engaging via phones, web tickets via Maximo, and other communications media.

Confidential

Help Desk Analyst, Team Lead

• Act as a technical liaison to the other MIS departments.
• Document new issues that occur and notify the team of the new information.
• Maintain the Heat Auto-Tasks working with the Communication Center Supervisor.
• Monitor Heat unassigned queues to technicians.
• Ensure all analyst Heat tickets are completed and corrected before assigning to Tier 2 Support.
• Develop new use of technology for the Communications Center, for example, creating new Ghost image for Help Desk PCs to combine Operator and Help Desk Tools and Software.
• Worked out schedules for coverage when an analyst request vacation.
• Conducted training for Operators and new Help Desk Analyst.
• Monitor and report code of conduct issues within the Communications Center to the Communications Center Supervisor.
• Order Office Supplies as needed.
• Work with Operator Team Lead to monitor daily workflow. Assign a Help Desk Analyst to assist when operators are experiencing a high call volume.
• Assist Tier 2 Desktop Analyst with end user support if needed.

Confidential

Help Desk Analyst

• Under general supervision, provide technical software, hardware and network problem resolution to all Confidential computer users by performing question/problem diagnosis and guiding users' problems step-by-step or by remote desktop using Novell Console One.
• Uses HEAT and Remedy Call logging applications to track customer calls.
• Assisted in network problems such as wireless or wired connectivity and/or network printer use.
• Assisted Physicians and Executive Personnel with issues while they were at off-site locations.
• Ensured Patient Care was top priority by assisting personnel in a timely fashion.
• Shadowed end users during their Citrix session when they had software issues.
• Reset passwords in Active Directory, Kronos, Meditech, Groupwise and Novell for users whose passwords expired or were compromised.
• Went down to the Units to make sure that the nurses' laptops and desktop were performing up to specifications.
• Assigned tickets to the proper groups depending on the users' issues. Determined whether the user needed assistance with hardware or software issues.
• Assisted with Desktop Analyst projects such as computer imaging and refresh.
• Performed hands on diagnosis and repair of client's PCs and Printers.
• Troubleshooting and configuring Macbooks, Iphones and Ipads for daily use.
• Replaced client's defective hardware with new hardware.
• Performed various services such as Diagnostics, Virus Removal, Hardware Installation, Software Installation and Data Backups.
• Worked on configuring Windows 7 PCs so they can be tested and soon be used throughout the Hospital.
• Currently installing Sophos Software to Encrypt PCs to protect sensitive information.
• Currently performing Desktop Computer Repair and Refreshes support for Offsite Confidential Offices.

Confidential

Computer Technician

• Performed basic computer troubleshooting to determine an effective resolution path.
• Repaired computers hardware issues such as RAM replacement, Hard Drive, Laptop Keyboard and Expansion Card replacement.
• Repaired software issues such as operating system issues and application troubleshooting.
• Configured routers for customers who had cable internet connections so they could just plug in their routers and begin net use.
• Provided over the phone tech support for customers who were unable to come to the store.
• Sold Geek Squad Services such as Diagnostics, Virus Removal, Hardware Installation, Software Installation and Data Recovery.
• Coached and trained new technicians on day-to-day operations.
• Scheduled computer technicians for working days and placed them in appropriate zones for effective customer contact purposes.
• Created an action plan for proper staffing and training.
• Ensured technicians were up to date on current company standing with profit and revenue.
• Assisted the computer sales team with services and technical knowledge to facilitate the sale.

Confidential

IT Intern

• Configured hundreds of laptops with wireless internet access for schools that needed them.
• Assisted in putting together servers for the company's clients.
• Researched new computing techniques, technologies, and ethics.
• Used Norton Ghost to reimage Dell Laptops over T1 network.
• Worked in a team oriented environment.
• Continuously looked for new ways to protect computers from viruses and spyware.
• Secured school's wireless internet using proper WPA/WEP encryptions.