OBJECTIVES

To employ my technical knowledge and military experience with the intention of securing a professional career with opportunity for challenges and career advancement, while gaining knowledge of new skills and expertise in the field of Information Technology.

SKILLS

• - Experience in installing, upgrading, and maintaining PC software and hardware.
• - Experience with installing and operating telecommunication/radio communication devices.
• - Excellent analytical and problem solving skills
• - Exceptional customer service skills
• - Strong organizational skills
• - Detailed Oriented, energetic self-starter
• - Ability to work without supervision
• - Strong Oral and Written communication skills
• - Exceptional Phone Etiquette
• - Effective Time Manager
• Proficient in MAC Operating Systems
• Proficient in XP/Vista/7/8 Operating Systems
• Proficient in Windows Server 2003 and 2008 Active Directory
• - Proficient in MS Word, Excel, Power Point, Access and MS Outlook.
• Apple and Blackberry mobile devices
• Experience with VoIP/Tandberg video teleconferencing systems
• Ipone, Ipad, Tablet, and android support experience

EXPERIENCE

Confidential

Help Desktop Support Analyst

• Provide service desk support and resolve problems to the end user's satisfaction
• Monitor and respond quickly and effectively to requests received
• Modify configurations, utilities, software default settings, etc. for local and remote workstations
• ERP System Microsoft Dynamics Navision troubleshooting and installation
• Document internal procedures
• Assist with onboarding of new users
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Report issues to Information Technology Manager/Network Administrator
• Manage PC setup and deployment for new employees using standard hardware, images and software
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required
• Monitored 2 Dell power edge server racks for network connectivity issues and traffic flow

Confidential

Desktop Support Technician

• Provided telephone, e-mail and/or walk-in support for PC/Mac hardware, software, applications, printers, etc.
• Documented accurate and detailed descriptions of all incidents and/or requests in Incident Management System to resolution and closure.
• Responsible for monitoring customer queues in incident Management System and responding to tickets based on Service Level Agreements SLA using Service Now IT Service ticketing system.
• Demonstrated a willingness to assist other IT professionals in completing tickets, responding to emails, monitoring alerts and sharing documentation.
• Responsible for scheduling and executing tasks for completion based on customer convenience.
• Documented new solutions and/or problems using knowledge base template
• Troubleshoot user/client email services and OS functionality with BOMGAR remote services tool.
• Provided PC/Mac Support to Yale University/Yale New Haven Hospital staff and administration.

Confidential

Enterprise Deployment Desktop Support Technician

• - Assisted civilian and military staff with the installation, configuration and ongoing usability of Windows XP and 7 desktop computers/ laptops, peripheral equipment and software.
• - Assigned and created user accounts using Active Directory 2003 and 2008.
• - Worked with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• - Managed a Navy/Marine Corp network of 300 users average
• -Ensured desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
• -Worked with procurement staff to purchase hardware and software
• Analyzed and trouble shoot blackberry devices compatibility with Windows OS

Confidential

• - Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• - Monitored the system for equipment failure or errors in performance.
• - Communicated with bases, using telephones or two-way radios to receive instructions or technical advice, or to report equipment status.
• - Planned, directed, and coordinated security activities to safeguard company assets, employees, guests, or others on company property.
• - Supervised and trained other clerical staff and arranged for employees training by scheduling training or organizing training material.
• - Tested, maintained, and monitored computer programs and systems, including coordinating the installation of computer programs and systems.
• - Performed general office duties, such as ordering supplies, maintaining records management database systems, and performing basic bookkeeping work.
• - Prepared responses to correspondence containing routine inquiries.
• - Communicated security status, updates, and actual or potential problems, using established protocols.
• -Upgraded existing computer systems by replacing hardware such as hard drive, RAM, video/sound card,
• power supply, and etc.
• - Proper install/uninstall of Mac OS X 10.x, supporting 30 daily users.
• - Performed day to day maintenance and software upgrades of Mac computers
• - Responded to trouble calls pertaining to Apple/Blackberry mobile devices compatibility with tele/video conferencing systems, ie TANDBERG, L3 VoIP/VoSIP systems.