PROFILE

Highly skilled certified IT professional with excellent customer service orientation. Provide extensive support to end users in Microsoft environments via telephone and in person. Continually finished in the top 5 of Technical Support with a successful ticket rate over 95 .Recently became a Microsoft Certified Professional and received Microsoft Certified Technology Specialist MCTS certification. Undergoing Microsoft Windows 7, Windows Server 2012 R2, Compita A, Comptia Security and Comptia Network certification.

PROFESSIONAL EXPERIENCE

Confidential

Temporary Help Desk Technical Worker

• Assist in effective computer and network help desk support to the Board's users, and ensures
• system security specifications are met. Also provides level one and two support with laptop and
• desktop maintenance, printer support, Active Directory and Citrix Console assistance.

Responsibilities:

• Assist in Installations, configures, maintains, tests and resolves IT related issues for thin client, desktop and laptop computers, software, fax machines and associated hardware for local and remote users.
• Image and Deploy Wyse Thin Client machines with Microsoft Windows Embedded 7 as main Operating system in Citrix environment to users of the Board.
• Image and Deploy Laptops and Desktops with Windows 7 Professional x64 version.
• Monitors, tracks, audit, assigns and completes incoming requests from the Board's local and remote users using the IT Help Desk Call Track - It system, providing computer. hardware, software and network support, determining priorities and analyzing trends.
• Migrate Remote Users laptops from Windows XP to Windows 7.
• Installs, troubleshoots and maintains local and network printers and toner cartridges.
• Configure and deploy smartphones such as iPhone, Android and Blackberry to members of the Board.
• Assists with office moves of user computing equipment.
• Develops and maintains IT Help Desk documentation.
• Maintains computer equipment, printer toner cartridges, and Help Desk supply inventories.
• Reports any suspected or confirmed incidents, complaints, or breaches of the privacy or security of the Board's PHI and PII as soon as they are discovered. Immediately forwards all related communications to the Board's Privacy and Security Officer and the employee's manager so that appropriate action can be taken.
• Performs other job related duties as assigned by Board.

Confidential

Temporary Network Operations Specialist Worker

• Assist with network related issues and involvement in projects for upgrading servers and systems being used for the users of Board of Pensions. Perform nightly batches for Board of Pensions.

Responsibilities:

• Assist in choosing Test pilot user's for testing of the Citrix XenApp application system.
• Perform nightly batch updates for users of Board of Pensions using Oracle PeopleSoft Business Version 9.
• Perform inventory work on user's hard drives of Board of Pensions for a project for Network System Operation Department and Network Rack Setup.

Provide Support and development in the upgrade of the Citrix XenApp application to latest version for the users of the Board of Pensions.

Temporary Help Desk Technical Worker

• Assisted with installations and configurations of thin client desktop and laptop computers and resolve a wide variety of IT issues involving application software, fax machines and associated hardware for local and remote users.

Responsibilities:

• Install, configure, maintain and resolve issues for desktop and laptop computers in a HP, Lenovo and thin client environment.
• Troubleshoot and resolve operating system and application issues for users in Microsoft XP Professional environment through Citrix XenApp.
• Troubleshoot and resolve Microsoft Office 2007 Outlook Exchange and Microsoft Office 2007 issues.
• Provide network support for Citrix Users remotely, inside and outside the office.
• Set up and configure laptops through Cisco VPN service to access Citrix through the network.
• Troubleshoot and resolve VPN connection issues through Cisco VPN Connection.
• Answer incoming calls to the Help Desk and perform call backs to employees through Cisco Unified IP Phone 7900 Series.
• Assist in the upgrade of Cisco Phone Unified Commutations Manager 7.0 to 8.5 software.
• Monitor, track, assign and complete incoming requests from office and remote users using the IT Help Desk Call Track-It system.
• Set up laptops and projectors for meetings, install software and coordinate network access.
• Install, troubleshoot and maintain local and network printers and toner cartridges.
• Maintain software licensing compliance records for the organization.
• Develop and maintain IT Help Desk documentation for Client desktop and laptop imaging through Ghost and Ghost cd or using GhostCast from a Windows Server 2003 computer to deploy Ghost image.

Confidential

Help Desk Technical Worker

• Assisted with the annual dorm setup for the incoming student body and provided technical support through Temple's Tech Center.

Responsibilities:

• Completed system re-builds on new and old model desktops and laptops.
• Installed antivirus software for students and managed the removal of viruses, worms and Trojans on laptops and desktops.
• Resolved student's issues with TCP/IP and wireless connections on laptops and desktops.
• Performed troubleshooting and resolved hardware, operating system, software and dorm Ethernet issues for students, faculty and administrators via walk in at the Tech Center or telephone throughout campus.
• Performed call backs during heavy call volumes to answer questions and ensure satisfaction with my assistance.
• Configured iPhone, BlackBerry and Android devices to match student, faculty and administrator email programs through Google and Microsoft Exchange server accounts.
• Configured e-mail issues on the Google and Microsoft Exchange server accounts on e-mail client programs such as Outlook and Apple Mail.
• Upgraded computers from XP to Windows Vista and Windows 7.
• Visited student dorms by appointment to determine and resolve issues related to the Ethernet connection to Temple's Network.
• Tested dorm Ethernet connections to Temple's network system for installation of binary files for individual dorm room installation of Symantec Endpoint Protection.
• Assisted in the training of new student workers in daily operations of the Tech Center.

TECHNICAL EXPERIENCE

• Troubleshoot and resolve operating system and application issues in a Citrix Desktop Virtualization environment.
• Maintain and monitor user's accounts by using Microsoft Active Directory 2005.
• Microsoft Office programs 2003-2013: Word, Excel, Access, PowerPoint, Excel, Publisher, InfoPath OneNote and Visio.
• Troubleshoot and resolve hardware, operating system and software issues for Windows XP, Windows Vista, Windows 7 and Windows 8.
• Troubleshoot and resolve hardware, operating system and software issues for Apple OSX versions Tiger, Leopard and Snow Leopard.
• Reimage operating systems on desktops and laptops using Norton Ghost through a ghost image on a CD, partition and deployment from GhostCast on a Windows Server 2008 R2 server.
• Microsoft SQL Versions Server 2005, 2008 Management Tools, Oracle 10g and Remedy Databases.
• Dreamweaver CS5, Flash CS5, Photoshop CS5 and other Adobe CS5 Products.
• Development of programming using Microsoft Visual Studio 2003 Professional Edition, Visual Studio 2005 Professional Edition, Visual Studio 2008 Professional Edition . Currently learning Visual Studio 2010 Professional Edition .
• Write code using .ASP in Microsoft Visual Studio 2003, 2005, 2008, 2010, 2012.
• Write code using Microsoft .Net versions 1.0 through 4.0.
• Implement Google Apps in the development and collaboration for freelance websites and personal website.
• Create websites by writing scripts in PHP, JavaScript, Ajax, CSS and DHTML.
• Troubleshoot and resolve configuration issues on iPhones, iPads, Android, Microsoft Surface and Blackberries.

VOLUNTEER EXPERIENCE

Confidential

Volunteer Technical Consultant

• Assist employees of the Portside Arts and Crafts Center with Level 1 Technical Support. Perform in a consultative role to upgrade the Portside Arts and Crafts Center's operating systems and programs to fit the client's needs.

Responsibilities:

• Troubleshoot and resolve operating system and software issues for employees.
• Troubleshoot and resolve TCP/IP network issues.
• Configure and install new operating system for client's computer.
• Configure Mac's onto the client's network.
• Map Drive computers and printers onto the client's network.
• Upgrade desktop hardware and operating system software.
• Upload and transfer existing data on the network to a newly installed computer.
• Update student records, add new students to the database and remove duplicate entries of current students. Create reports and forms to gain access to important data and information in Microsoft Access 2007 Database File.
• Modernize the database to fit the modern business usage.
• Maintain and update website using Adobe Contribute at.
• Upgrade the Microsoft Access 2007 database file by implementing new reports and features to the database.
• Troubleshoot and resolve issues with Quickbooks.
• Upgrade and set up user's desktop computers from Windows Vista to Windows 7 and Migrated Windows XP to Windows 7.