Desk Side Support / Image TechnicianÂ Resume

SUMMARY

To find an opportunity where I can adequately utilize my computer, electronic, testing and management skills and training to benefit the enterprise while continuing to learn and apply the latest technology in information/communications systems.
I work well with people and my goal is to resolve their issues well within the SLA.
I have experience using the Remedy ticket agent for user support along with remote access service within contract time frames.
I also have 6 years of hardware/software computer update and repair experience.

TECHNICAL SKILLS

EXPERIENCE:

Confidential

Desk Side Support / Image Technician

Upgrade/repair of Confidential desktops and laptops from Windows XP to Windows 7 along with the repair and upgrade of pc hardware
Upgrade of the Confidential Office suite from 2007 to 2010
Installed/configured Net Connect and VMWare
Network and standalone printer re - connections
Outlook configuration
Reinstall and configure personal files, primary user logon authentication and individual software applications (per software license and user requests)
Managed users and computers via Active Directory

Confidential

Desk Side Support / Image Technician

Upgrade of Confidential desktops and laptops from Windows XP to Windows 7
Upgrade of the Confidential Office suite from 2007 to 2010
Network and standalone printer re-connections
Outlook configuration
Reinstalled and configured personal files, primary user logon authentication and individual software applications (per user requests)

Confidential

Desk Side Support / Image Technician

Upgrade of Confidential and Fujitsu tablet and laptop systems from Windows XP to Windows 8
Upgrade of the Confidential Office suite from 2003 to 2010
Network and standalone printer re-connections
Lotus Notes configuration
Reinstalled and configured personal files, primary user logon authentication and individual software applications (per user requests)

Confidential

Video Teleconference / IT Technician

Executive IT support
Installation, operation, maintenance, upgrade and repair of video teleconference communication equipment
Hardware and software upgrades to telepresence equipment systems designed by Cisco (Tandberg)
Am very comfortable working and communicating with vendor technicians
Have worked extensively with Boeing users to install, test and operate MOVI PC software on laptops and desktops for webcam communication between Boeing divisions

Confidential

Field Service Technician

Performed preventive maintenance, repair and updates to IVNs (integrated vehicle network computers)
Installed new IVNs on Metro buses with minimal impact on everyday bus activity
Repaired/replaced transit control heads and other integrated hardware and software

Confidential

Test and Evaluation Analyst

Created, and installed updates and upgrades to the student and exchange visitor information system (SEVIS) software application
Assigned SEVIS helpdesk tickets using the REMEDY ticketing agent so that customer problems could be addressed efficiently
Wrote development test plans, test analysis reports, test discrepancy reports and system change requests for the application
Prepared deliverable documents to the Department of Homeland Security and the Department of State by contract
Task leader for the design and installation of VTC (Distance Learning and Logistics Technology) classrooms on Confidential sites throughout the Confidential . These duties required the installation of stations, a polycom based instructor station and a classroom server (including software) using individual IP addresses that connected to the (GUARDNET21) network. It was also required that VTC functionality between Confidential posts be performed and trouble shooting procedures be demonstrated to the Confidential along with maintenance procedure documentation prior to DD-250 approval signatures
Prior to that task I performed desktop management, special project implementation and user support along with printer management, server upgrades, maintenance and repairs for Bechtel Power Construction Corporation. These Duties also entailed one on one client along with remote site trouble shooting support