CAREER SUMMARY:

An experienced Information Technology Specialist skilled in both aspects of PC hardware and software. Able to work under pressure. Excellent customer service skills, able to give directions to non-technical users and provide guidance when requested. Offers strong diagnostic, troubleshooting and communication skills. Has 6+ years providing customer service and IT support to large enterprise user community. Passionate about technology with drive to keep current with continuing education.

SKILLS:

• Hardware installation and trouble shooting
• Computer assembly-disassembly
• Installing, Upgrading/Migrating Operating Systems
• Basics of Ethernet technologies, cabling LANs and WANs, and networking media
• Perform bench-level preventive hardware maintenance, replacement and repair of computer terminals.
• Troubleshooting Office Suite issues
• Editing/formatting Microsoft Word issues
• Help Desk/ Customer Support

SOFTWARE:

Active Directory, SCCM, Cisco VPN, Ghost, SharePoint, Microsoft Office Suite 2000/2003/2007/2010 , Microsoft Communicator, People Cube Resource Scheduler, Symantec Antivirus Corporate Edition v.8.0/9.0/10/Endpoint, E-Copy, Scan Asset, Numara Footprints (help desk ticketing system), Blackberry Desktop Manager, Enterprise Vault.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Technical Support Analyst

Responsibilities:

• Provided exceptional technical support to 1500 users and VIPs on-site, off-site and regional offices at an independent U.S. Federal agency.
• Communicated openly with users to supply prompt resolution of Tier 1-2 support calls
• Played a main role in maintaining 90% or higher on service level agreements (SLA), beating contract requirements by 10% or more despite department understaffing.
• Assisted users with installations, configurations, and modifications of hardware/software.
• Installed/configured and deployed workstations for new employees
• Made modifications to Active Directory as needed.
• Performed re-builds on inoperative computers; imaged systems with Symantec Ghostcast Server.
• Kept track of help desk calls with Numara Footprints ticketing system
• Assisted remote users with issues relating to Cisco AnyConnect VPN software, Remote Desktop Connections and password resets.
• Updated and kept track of inventory with Scan Asset inventory system.
• Performed actions with System Center Configuration Manage (SCCM) pulling software to user’s computers.
• Used the SCCM application to remote into user’s computers to assist with Adobe and Office Suite application issues.
• Performed computer registry modifications as needed to resolve computer issues.
• Provided SharePoint issue support.
• Provided support for Symantec Enterprise Vault in Microsoft Outlook.
• Used People Cube Resource Scheduler software for setting up meetings. Provided support to end-users with related issues.
• Researched unfamiliar issues to develop a prompt solution.
• Provided training to new employees on machine and software operations.
• Collaborated and coordinated services with other on-site/off-site departments to provide quick resolutions.
• Applied diagnostic techniques to identify problems, investigate causes, and recommend solutions for desktops, laptops, portable devices and software.
• Resolved issues related to personal, networked, and multifunction printers.

Confidential, Washington, DC

Temporary Call Center Coordinator

• Ran reports of previous day’s help desk tickets, making sure the tickets were assigned appropriately.
• Performed Quality Assurance (QA) on help desk tickets.
• Generate end-user survey reports
• Surveyed users on quality of assistance received.
• Ordered printer toner and other computer accessories for the I.T. department.
• Kept inventory of all IT items, ordered more items as necessary.

Confidential, Washington, DC

Jr. Hardware Technician/Tech Refresh

• Team lead of tech refresh group
• Imaged/Configured Dell OptiPlex 755/780 desktops
• Upgraded Dell GX260’s running windows XP with Dell OptiPlex 755/780’s running Windows Vista Enterprise.
• Upgraded older HP network printers with newer HP printers.
• Imaged/configured Dell E6400 laptops with Iron Key thumb drives. Prepped laptops with appropriate image and configurations
• Traveled to regional offices (Chicago, New York, Kansas City) to upgrade XP machines to Vista Machines.
• Provide customer/technical support for laptops.
• Kept track of hardware with Scan Asset inventory system.

Confidential, Beltsville, MD

Ebay/ Store Sells Rep

• Took calls from customers wanting to order pcs. Took down customer’s information and processed the order.
• Fixed laptops, replaced parts, and removed viruses from laptops.
• Handled customer service calls for Ebay sells and store sells.

Confidential, MD

IT Department Intern

• Gained an acute awareness of intranet operations
• Repaired and maintained Dell computers in computer classrooms
• Installation, configuring, and maintenance of Windows XP Professional
• Assisted with computer imaging
• Resolved network connectivity problems
• Diagnose hardware and software problems, and replaced defective components
• Set up AV equipment for school functions

Confidential Washington, DC

Help Desk Intern

• Assisted users with installations, configurations, and modifications of hardware/software.
• Troubleshoots hardware, software, and/or network operating problems
• Applied basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Provided network troubleshooting and support
• Assisted in the administration of e-mail systems; phone and help-desk support for local and off-site users
• Maintained current knowledge of relevant hardware and software applications as assigned
• Setup workstations and load enterprise software
• Disassemble workstations
• Provided Technical assistance to other team members as appropriate.