OBJECTIVE:

• 20 plus years of expertise in the field of: Information Computer Technology. Confidential is to be gainfully employed with longevity, I possess above average technical expertise and excellent customer service troubleshooting skills and forward thinking. I've utilized these skills in the private, as well as the government sectors. I attain new technologies very quickly and communicate ideas effectively.
• Software Products: Microsoft Office Suite 2003-2010 Microsoft Live Meeting, Windows Operating Systems XP, Windows 7 64 bit Microsoft Management Console 6.1, Adobe Acrobat, Internet Explorer, Altiris Software Portal , Lotus Notes 8.5,
• Oxygen 12.1, EmpowerID Management 2010 R1 Console web based
• 508C: Visual Hearing impaired Jaws for Windows, Dragon Naturally Speaking, Zoom-text, NextTalk
• Remote Access: Carbon Copy, Proxy Pro Master, Net-meeting, Sametime Connect 8.0, VPN, Cisco IP/TV, AT T Dialer, Citrix, Bomgar, Avaya Site Administrator 5.2 One-X Communicator 6.0, Blackberry Desktop Software, GoToAssist Corporate v 10.2
• Call Tracking: Numara Footprints 9.5, Remedy, Heat, IQ Track, Track-IT, IManage, DART, HP/Peregrine Service Center,
• House on the Hill Manage Engine Service Desk Plus web based , BMC Service Desk Express web based
• Telecommunication: Cisco Teleconference, Polycom Tandberg video cameras, MGC Manger Web based: Share Point, Symantec Ghost, Cisco Jabber, VPN, WebEx, Skype, Guardian Edge Technologies, McAfee Endpoint encryption software, Avaya Site
• Administration 5.2, Join.me app web based CrossLoop 2.82 web based GoToAssits web based
• Hardware:
• Desktops/laptops: Dell, IBM Lenovo , HP, Gateway, Toshiba, IPad, IMAC, , Wyse Thin client terminal
• Peripherals: HP, Xerox, Cannon, Kyocera, Nortel Network switches. Maxxar server Installation/de-Installation connection of fiber/LAN cables Topaz Signature Pads LBK462-ITSB-R , Card Scanner Scanshell 800DX Digital Persona finger print scanner
• Copiers: Sharp MX-M904/MX-M105 MX-M120 , HP LJ 700 MFP M775 Color Konica Minolta C630
• Multimedia: Blackberries, Cell Phones Cingular, Verizon, Nextel, AT T, T-Mobile, Sprint, IPhone
• Video Teleconferencing: ISDN IP, Picturtel, Polycom, Tandberg , Cisco, Crestron Control Module, AMX Control Module, Video projectors: In-Focus, Dell, NEC Telecommunication: Avaya Phone System, Cisco VOIP 7970, 8945CP series, Mitel 5930 VOIP phones, AlcTel, Polycom audio conferencing devices

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support

• Assistance with removing of viruses and/or Malware from customers computers
• Imaging/Re-imaging of computer equipment for new and/or transferring staff.
• Deployment and/or relocation of equipment for staff in the various departments of S3.
• Servicing of laptops/desktops and peripherals in the S3 environment.
• Encryption and decryption of laptops.
• Training and instruction of software pertinent to the S3's departments job function
• Imaging of laptops/desktops for new customers coming onboard for S3.
• Coordination with vendors for equipment/replacement equipment deliveries and/or supplies for the office.
• Daily End of Day EOD report to supervisors.
• Daily upkeep of printer and equipment inventory.
• Training of new S3 Shared Solutions Services, LLC employees.
• Manage progress various projects that are assigned.

Confidential

IT Support Consultant

• Assigned to support various CTI, clients and/or agencies in the Baltimore metro area and domestic.
• Supplement staff shortages, and/or pre-determined absences for CTI clients.
• Assist CTI, Inc clients on assignment with computer/network and/or help desk issues for a specific period of time

Confidential

Sr. Desktop Support Technician

• Serviced laptops/desktops pc's onsite and remotely and international in house users.
• Coordinated with end-users to setup video teleconferences with different offices around the globe
• Loaded localized and specialized software specific to IB organization.
• Setup, maintain video and teleconference rooms to ensure readiness for IB users and guest.
• Assisted users from home, office and remote offices with IT computer problems.
• Trained end-users on applications and specialized office software.
• Imaging, setups upgrades of laptops/desktops for end-user and/or new employees implementing Windows 7.
• Coordinated with vendor s on repair of and/or ordering of equipment.
• Unlocking, resetting and changing of network, email, passwords and accounts via active directory.
• Imaged laptop/desktops with current IB standards for incoming employees in dual environment XP Windows 7

Confidential

Desktop Support Technician

• Serviced computers and various peripheral devices for the Environmental Protection Agency
• Assigned various projects to complete, by supervisors and managers
• Unlocked accounts, reset passwords for end users via active directory
• Assisted in various teams where needed.
• Creation of contact list, knowledge base documents for various teams.
• Interacted with customers at all levels remotely, and/or desk-side at EPA to resolve computer and peripheral issues.
• Multi-tasked between offices for the EPA in Washington DC and Fort Meade base, in Fort Meade, MD.

Confidential

Desktop Support Technician

• Serviced computers and various peripheral devices for Dept. of Interior
• Re-engaged locked network accounts via active directory.
• Installed software to customer's pc/laptops.
• Assigned various projects to complete, assigned by desktop supervisor
• Re-imaged/installed desktops and laptops
• Interacted with customers at all levels remotely, utilizing remote software and/or desk side to resolve computer and peripheral issues
• Coordinated with end-users to remove vulnerabilities from their computers.
• Encryption of laptops using McAfee Endpoint Encryption Manager
• Created of knowledge base documents to be used as standard operation procedures.
• Worked with Dell vendor for expeditious repair of computer equipment to return EPA end-users.