SUMMARY:

• Twelve (12) years professional experience in PC hardware maintenance.
• Twelve (12) years’ experience in Hardware and Software Troubleshooting
• Exceptional knowledge of Windows XP, Vista and Windows 7, Windows 8 and 8.1, Windows 10, Server 2008 R2and RAID setup 0,1,5,10
• Ability to provide technical and managerial leadership to the helpdesk team including coaching, team building and mentoring helpdesk technicians.
• Desk Phone, Cell Phone, Email and Exchange Support
• Ability to diagnose operating system issues and Resourceful in researching solutions
• Installing software and limited hardware, Password resetting
• Ability to communicate effectively with others and extensive Customer service training
• Develop and maintain formal procedures (SOP) for consistency and increased productivity.
• Proficiency in troubleshooting TCP/IP, DNS, DHCP, LAN, WAN communication issues
• Ability to work cooperatively with colleagues and staff at all levels
• Self - starter with the ability to work with limited supervision
• Updated, installed, configured, and maintained end users desktop/laptop hardware, software, and related peripherals according to prescribed standards.
• Excellent verbal & written communication and interpersonal skills
• Experience with desktop imaging software and desktop security/anti-malware products
• Successfully answered and responded to the emails as soon as needed using OTRS, CCHD and Remedy (ticketing System).
• Familiar with drive mapping and UNC path names
• Experienced in configuring and troubleshooting wireless connectivity and desktop/laptop imaging and deployment using Acronis, Ghost.
• Responsible for level 2 and level 3 helpdesk tickets
• Troubleshooting workstation network connectivity issues
• Experienced with Remote Access troubleshooting, including Remote Desktop Connection, and experienced working with users who possess various technical skill levels.
• Performed daily database backups and tape changes and hard drive replacements.
• Applies and adheres to appropriate technical security policies to ensure that the Firms environment is secure.
• Answered Helpdesk calls in reference to computer issues in the call center and responded as soon as possible.
• Made updates to the internal website through the use of Microsoft front page and other Microsoft programs.
• Updated seating chart with PC Workstation numbers, phone extensions, training room stations, and administrative desk.
• Audited and documented PCs, Headsets, Phones, and all other PC Hardware Inventory.

TECHNICAL SKILLS:

OS/Platforms: Windows XP, Windows Vista and Windows 7, Windows 8 and 8.1, Windows 10, Server 2008 R2, Android 4.2, 4.4, Android 6.0,7.1.2

Software Applications:  Microsoft Office (2007, 2010, 365), VM Ware Workstation, Microsoft Outlook, Norton Ghost and Antivirus scan, Remedy, CCHD, McAfee Virus Scan. Acronis, Norton, Malwarebytes, Active Directory Services. Deployment services (WDS), RDS, VPN, TeamViewer, Google apps for business, Xsellco and Linnworks.

Hardware Knowledge:  Motherboards, Processors, Video Cards, Network Cards, Desktop and Server Cases, Routers, modems, Printers and Hard drives with RAID set up 0, 1,5,10.

PROFESSIONAL EXPERIENCE:

Confidential

IT/Help Desk Manager  

Responsibilities:

• Responsible for building and setting up the IT infrastructure for RHW Surplus (Network, Hardware, and Software) I built everything, including all PCs and servers. I ran all the cables for the network, set up all the VoIP phones under Vonage for business. In addition, I set up all network security cameras for both warehouses. I am responsible for backing up company data and creating PC images for each type of machine. I am also managing and supporting a remote team of staff that oversees the Service Desk ticketing system for customers on Amazon. I am responsible for building an enhanced user experience, developing SOP (standard operating practices) for the Company. Identified root cause of recurring operational problems and executed necessary procedures to eliminate the possibility for recurrence. I am presently assisting staff members in utilizing the firm’s information systems and reviewing and resolving generated service tickets through the ticketing system. Addressing internal IT needs maintaining email, hosting, and other services offered.

Confidential

CSC Help Desk and Application Support Tier 2 

• Responsible for Application support for public school testing software, troubleshooting of basic network issues (IP configuration, bandwidth, DNS & command line tools, Ping, etc.) Provided accurate and timely logging of issues and resolutions in the ticketing system. Interact with external users to obtain and convey concise problem information in a professional manner by phone, email, and in person. Supporting PC and peripheral installation and troubleshooting on Macs, Linux, Windows machines, Android, and IOS mobile devices.

Confidential 

On-site Senior Support Analyst 

• Responsible for traveling to multiple small businesses while providing technical support. Provided configuration support and upgraded software and hardware components on multiple environments. Identified root cause of recurring operational problems and executed necessary procedures to eliminate possibility for recurrence Assisted staff members in utilizing the firm’s information systems and reviewing and resolving generated service tickets through ticketing system. Upgraded software/hardware components, perform back up and maintain computer system while maintaining excellent customer service. Addressing internal IT needs maintaining email, hosting, and other services offered. Configured existing networks, providing data transfers and imaging services

Confidential, Washington, DC

Help Desk Tech II

• Provided configuration support and upgraded software and hardware components on multiple environments. Identified root cause of recurring operational problems and executed necessary procedures to eliminate possibility for recurrence Assisted staff members in utilizing the firm’s information systems and reviewing and resolving generated service tickets through ticketing system. Upgraded software and hardware components perform back up and maintain computer system while maintaining excellent customer service

Confidential, Annapolis, MD

Help Desk Tech II 

• Provided configuration support and upgraded software and hardware components on multiple environments. Identified root cause of recurring operational problems and executed necessary procedures to eliminate possibility for recurrence Assisted staff members in utilizing the firm’s information systems and reviewing and resolving generated service tickets through ticketing system.

Confidential, Washington, DC

Custom PC Engineer/ Help Desk Tech

• Provided configuration support and upgraded software and hardware components on multiple environments. Identified root cause of recurring operational problems and executed necessary procedures to eliminate possibility for recurrence Assisted staff members in utilizing the firm’s information systems and reviewing and resolving generated service tickets through ticketing system. Upgraded software and hardware components perform back up and maintain computer system while maintaining excellent customer service.