SUMMARY:

• Accomplished Senior IT Support Specialist with over fifteen years of experience in computer
• perations, technical, and help desk support. Hands - on experience building, configuring,
• maintaining, and trouble-shooting hardware and software in Windows server/workstation environment. Mac experience. Customer-focused team leader able to prioritize, delegate, and solve problems efficiently. Able to function independently as well as in a team environment.

TECHNOLOGY SYSTEMS ANALYST EXPERIENCE:

Confidential Washington, DC 

IT Helpdesk Support

• Reported directly to the IT Helpdesk Manager and handle helpdesk and service desk solving a wide variety of challenges
• Provided IT support services to One Medical employees
• Installed and supported Windows and Apple operating systems, along with associated hardware and software (including peripheral devices such as printers and USB devices)
• Responded to support requests through ticket systems, phone calls, emails, live chat, and in-person services
• Documented and maintained an inventory of all computing equipment including PCs, monitors, printers, scanners, and other peripheral equipment

Confidential

MDSenior IT Helpdesk Support Technician

• Responsible for supporting 200 users
• Resolved all technical problems with desktop computing equipment and software.
• Independently installed, configured, and supported desktop computers, peripheral equipment and software
• Accepted user calls, submitted tickets, managed work queues, and responded to work queues for the majority of the work day
• Ensured that desktop computers interconnect seamlessly with diverse systems includingassociated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems
• Tracked and maintained hardware inventory including disposal or procurement of hardware

Confidential Silver Spring, MD

MDDesktop IT Support Specialist

• Provided customers with advanced level desktop support including, but not limited to, OS imaging, H/W, S/W, mobile device deployment, troubleshooting, problem assessment, documentation, inventory, computer relocation
• COTS and internal applications used: Cares, Avatar PatTrac, Sophos Anti-virus, AIF, CNS and any other 3rd party software that customers had requested and been approved by management
• Advanced level troubleshooting for PC in a switched environment
• Advanced knowledge in troubleshooting Dell/HP/Ricoh printers, Juniper VPN, SharePoint familiarity, project management, documentation, break /fix. Windows, Windows XP Pro/7
• Advanced knowledge in rapid deployments, remote control support, go to Assist, SMS & Desktop Remote control
• Dell & IBM Laptops and Window 7 operating system along with Active Directory. Create accounts and reset passwords for customers
• Installed office Products from Office 2003 to Office Pro 2010 and Adobe Reader & Adobe Pro X
• Configured iPads and iPhones and other mobile devices

Confidential, Arlington, VA

IT Support and Trainer 

Responsible:

•  for troubleshooting software, hardware, and network issues. Monitored the
• ticketing system (KACE) using VNC to remotely access up to 250 users in the Virgina and North Carolina offices
• Employed 365 and SharePoint technology with Symantec.cloud virus protection
• Cleaned up and revamped Active Directory accounts; setup new user's Active Directory e-mail accounts
• Researched and implemented Windows Server Update Services for the IT department as well as wireless printing via laptops, smart phones, and tablets
• Completed full inventory of all PCs, printers, and projectors

Confidential, Silver Spring, MD

Help Desk Support 

Responsible:

•  for troubleshooting software, hardware, and network issues
• Monitored the ticketing system (KACE) using VNC to remotely access up to 250 users in the Virgina and North Carolina offices
• Oversaw, assigned, updated, and/or completed help desk tickets on a daily basis. Provided end user training and support in a Citrix environment
• Relocated over 40 employees to new office moving/reconnecting servers, running cables, configuring VOIP phones, setting up office equipment (e.g., printers,Neopost, etc.)
• Installed, configured, tracked, and completed trouble shooting on desktop/laptop software and hardware
• Maintained desktop telephones, network printers, and copiers
• Assisted users with policies and procedures for setting up conference calls, new accounts,web/network presentations and voice mail
• Created and maintained Standard Operating Procedures (SOP) and hardware inventory

Confidential Washington, DC 

IT Support, Tier 

• Installed and configured ghost server-Symantec Ghost Solution Suite 2.5
• Created XP and Windows 7 Ghost image for Dell D and E series Laptops and 755, 790 Optiplex Desktops
• Used Windows XP, Vista and deployed Windows 7 to all new Dell laptops and Desktops
• Used Active Directory to create new user accounts and manage OU's
• Managed multiple sites and users through Kaseya IT management system
• Configured and managed the setup of Kaseya and Blackberry using BES (Blackberry Enterprise Server)
• Monitored conference rooms using Tandberg and Crestron AV systems

Confidential, Washington, DC

Information System Specialist

• Inspected personal computer equipment and prepares workstations for delivery
• Delivered and installed equipment such as monitors, keyboards, printers, and disk drives on users' premises
• Loaded WCCA licensed software packages (i.e., Windows XP, Microsoft Office Suite, etc.) on to workstation computers
• Tested all applications to verify correct operation prior to delivering system to user
• Provided help desk support, logged and tracked calls, provided status and completion
• information to supervisor and users via voice mail, email, in-person communication and regular status reports
• Maintained the help desk by responding to client inquiries concerning systems operation and diagnoses system hardware, software and operator problems
• Instructed users in use of equipment, software, and manuals
• Instructed and assisted users in the use of Blackberry hand-held devices
• Handled problem recognition, research, isolation, resolution, and follow up for routine userproblems

OPERATING SYSTEMS:

• Windows 7, 8, 10; Windows Server 2003, 2008, 2012 and 2016; Exchange Sever 2003,07,10,13 Mac OS X 10.5, OS X 10.11
• Linux mint, Kali Linux, Ubuntu, openSUSE

NETWORKS:

• LAN, SOHO, WAN, Wireless, WORKGROUP
• AD- Crete new users, OU’s disable and enable user and reset passwords. Configure OU group policy’s. Verify users are in the correct security groups (if not add security groups) Mapp user to personal H: drive. Ensure users and computers are in the correct OU

HARDWARE AND PERIPHERALS:

• Linksys, NetGear CISCO Routers and Switches; firewalls; hubs; Ricoh printers; HP printers and plotters; Tandberg and Crestron AV systems; LCD projectors; external drives; laptops; USB; scanners; tape backup devices; iPhone, Android, iPad etc.

SOFTWARE:

• E-mail: (Intermedia portal e-mail account config) Outlook, G-mail, Yahoo
• Backup software: Veritas, Back-up Exec
• Remote Tools: RDP, VNC, TeamViewer, PCAnywhere, LogMeIn, Remote-PC, et al.
• VPN: Cisco AnyConnect, Ctrix4, DUO software token
• Live chat: Hip-chat, Zoom, Skype, Snap-Engage
• Ticketing software: Zendesk, Kaseya, Dell KACE, HEAT, Remedy
• Google Apps
• Anti-Viruses software: Sophos, Symantec, MacAfee, Malware-Bytes anti-malware, etc.
• Imaging software: Ghost, ImageX, Clonezilla, Acronis
• QuickBase: Inventory portal
• Configuration: ShoreTel Director portal EXT
• Point central: Touchpad log configuration portal
• Meraki Dashboard: Company-wide Access Points (AP health, AP status, Users Connections guest WIFI or Enteral)