PROFESSIONAL SUMMARY:

A dedicated IT professional with help desk and customer service experience. I have 4 years of experience in helpdesk support, and looking to further broaden skills in networking and server support. A quick learner who embraces new technology and is bi-lingual, fluent in both English and Spanish.

PROFESSIONAL EXPERIENCE:

Confidential

Helpdesk Support

• Answered incoming calls into the Service Center, and created tickets in ServiceNow.
• Performed basic application support using ServiceNow Knowledge Base.
• Performed basic computer support before routing to appropriate Dell Desktop Support Technician.
• Performed basic printer support before routing to appropriate Tier 2 team.
• Performed basic network support before routing to appropriate Tier 2 team.
• Performed basic Android and iPhone email support.
• Performed basic Citrix support for both in Hospital network as well as VPN from home.
• Used Bomgar to remote access user's computers for support.

Tools: Windows 7/XP, Microsoft Office 2010, Chrome, Firefox, Bomgar, Infinity Phone System, ServiceNow, HP Laptops/Desktops.

Confidential

Support Center Technician

• Answered help desk calls, created tickets, and fixed issues remotely using Dameware.
• Maintained a high standard of customer service on every phone call.
• Assisted in managing print drivers on Microsoft Windows Server 2008 printer server.
• Reset passwords, managed user's Group Policy, and moved PCs in correct OU in Active Directory.
• Assisted in replacing server drive backups to be picked up by Unitrends for backup solution.
• Assisted in keeping terminal PCs up-to-date with software needed in training room in Windows Server 2003.
• Assisted in managing print drivers on Windows Server 2008.
• Assisted in basic support for SunGard Public Sector Naviline software.
• Worked closely with Server and Network Administrators in order to fix issues in a quick manner.
• Supported Xerox 560s copiers, and various HP network printers.
• Imaged and setup desktop and laptops for use.
• Setup Microsoft Surface Pro tablets.
• Removed malware and virus with MalwareBytes, SpyBot Search Destroy, TDSS Killer, and CCleaner.
• Used Deepfreeze to assist in setting up student computers in Community Centers.
• Troubleshot Dell laptops, desktops, and Panasonic Toughbooks.
• Setup iPads to be used with VPN and Remote Desktop.
• Setup Verizon Androids and iPhones to receive email.
• Swapped City Police in car hard drives to be backed up to DEMM server.
• Assisted City Police in backing up body camera videos.
• Searched City Police DEMM server for request videos and burned them a DVD copy for court.
• Setup City Police in car scanner and printer on the Panasonic Toughbook docks.
• Took on a project to log all old City IT equipment and log it before being disposed.

Tools: Windows 7 8, Microsoft Office 2010 2013, Dameware, Microsoft Remote Access, Microsoft Active Directory, Cisco Jabber, IE, Firefox, Chrome, Adobe Reader, Adobe Acrobat, Symantec Encryption, Symantec Antivirus, Symantec Altiris, Cisco AnyConnect VPN, Symantec Service Desk, Microsoft Deployment Tool MDT, Acronis 2013 2015, Deepfreeze, Microsoft Windows Server 2003, Unitrends, Sungard Naviline, Sharefile, Xerox copiers, iPhone, Android, iPad, Microsoft Surface Pro, MalwareBytes, Spybot Search Destroy, TDSS Killer, CCleaner, DEMM, Dell, HP, and Panasonic PCs.

Confidential

Desktop Support Analyst/ Helpdesk Support

• Supported about 1,500 users in a corporate environment by providing help desk support both by phone and at the end user's desk side.
• Responsible of transferring end user's data from old leased computer to new leased computer.
• Loaded and setup company core load of Windows 7 and XP images.
• Reset end user's domain passwords, and unlocked accounts in Active Directory.
• Assisted new user's in logging into computer for first time and setting up email for the first time.
• Used BartPE to recover end user's data when OS corrupt.
• Added or removed users to be able to login past McAfee Endpoint Encryption.
• Made sure McAfee was encrypting hard drive before deploying PC out to the field.
• Assisted user's remotely by WebEx or Microsoft Remote Access.
• Assisted users in installing network printers from printer server, as well as mapping drives.
• Assisted users in creating Outlook personal folders pst's and unlocking forgotten pst's passwords.
• Tracked, assigned, and managed own queue of tickets first in HP Service Desk later migrating over to new TSG Service Now Help Desk.
• Replaced and installed new printers, computers, and monitors for the end user.
• Installed shop floor software, by using provided script that installed about 13 software programs all in one script.
• Ensured that the Engineering Software Store login-script would install correctly on end user's engineering computers so they could install software. All other non-engineering computers could install software through Application Depot located on company's intranet.
• Used McAfee Safeboot encryption recovery files to attempt to recover end user's files from failing hard drive or messed up Windows OS.
• Ran Dell, Lenovo, and HP diagnostics to determine hardware failure as well as when in doubt swapping with known good hardware to help diagnose hardware problem.
• Used Microsoft SharePoint to complete reports tracking deployment of equipment.
• Assisted in shipping and receiving of leased equipment.
• Wiped computers according to DoD standards before shipping out.
• Edited and created Windows batch file scripts using Notepad.
• Participated in a Windows XP elimination project in an effort to update lingering users to Windows 7 before Microsoft's last day of support.
• Participated in big spring cleaning project and collected lots of old PCs and had to manually wipe some hard drives due to PCs missing parts.
• Took training for company's new online cloud storage solution, called Box.

Tools: Windows 7 XP, Microsoft Office 2010, Microsoft Sharepoint, Microsoft Remote Access, Microsoft Active Directory, WebEx, Jabber IM, IE, Adobe Reader, McAfee Endpoint Encryption Safeboot , McAfee Antivirus, Sopos Antivirus, Juniper Networks Odyssey Access Client, HP Service Desk, TSG Service Now, BartPE, Ghost, Box Cloud Storage, Dell, HP, and Lenovo Computers.

Confidential

IT Support Technician

• Setup basic network for new company offices.
• Maintained a high standard of customer service on every phone call.
• Logged each issue in help desk database software, Spiceworks.
• Provided end user support both at desk and remotely using LogMeIn Remote Access to 300 employees.
• Provided VIP help desk support to HR and company CEO in corporate office.
• Trained employees on the basics of the new Android phone operating system.
• Setup Microsoft Exchange email for Android and Blackberry phones.
• Configured and issued company cell phones to current and new employees.
• Created whitepapers for end user's to reference to when using conference room equipment.
• Shipped, tracked, and received IT equipment as needed.
• Setup new laptops and desktops with imaged drives, using Ghost to clone, to be used throughout the company.
• Setup new laptops, desktops, and configured printers to be shared on network.
• Participated and completed new software rollout to all company employees statewide.
• Participated in IP phone upgrade using PBX server. Setup software phones on end user's laptops to be able to call from computer.

Tools: Windows 7, Microsoft Office 2010, Chrome, Adobe Reader Acrobat Pro, Spiceworks, LogMeIn Remote Access, Dell laptops and Compaq desktops.