SUMMARY:

• A skilled Professional with over 10 years of experience in providing Network, Desktop & phone support; hardware and Software troubleshooting.
• Has experience in Imaging, setup & deployment of Desktop PC's using Norton Ghost imaging software
• Has experience in BMC Remedy Ticketing Software, Citrix and Active Directory
• Installed, configured and troubleshoot Avaya ACD Call Routing System and Cisco Routers and switches
• Has extensive experience in installation of all servers, routers and switches including wiring & software installation
• Has excellent communication and organizational skills.

TECHNICAL SKILLS:

Operating Systems: Windows 2000 Professional and XP, Windows Vista, Windows 7, Windows 8 and Window 10

Software: Microsoft Office 2010, 2013 and 2016 Excel, Access, Outlook.

Desktop Ticket Software: BMC Remedy and Maximo Ticketing Software

Equipment: HP Printers: HP 4730 MFP, HP cm4540 MFP, HP, HP LaserJet 4700, HP LaserJet p4010, p4015and p4515 series.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

IT Manager

Responsibilities:

• Working as a subcontractor for Confidential which provided Hardware, Software and Printer Support for the British International School of Washington.
• Responsible for distribution and setup of laptops and Pc’s for new teachers and employees.
• Responsible for Imaging of all laptops and Desktop PC’s using Windows Deployment Software.
• Responsible for receiving and installing all printers and copiers.
• Responsible for asset management of all IT related equipment; laptops, pc’s, printers, etc.

Confidential, Arlington, VA

Service Desk Technician

• Working as a subcontractor for ByLight Professional Services which provided Hardware and Software support for the USDA Hanover Depot in Hanover, MD.
• Initialize, maintain and update Help Desk tickets using Remedy BMC.
• Utilize Active Directory to reset and unlock customer's network accounts.
• Responsible for Imaging, setup & deployment of Desktop PC's using Norton Ghost imaging software.
• Responsible for receiving all equipment returned to the USDA Hanover Depot.
• Responsible for preparing and shipping new hire and replacement laptops to all USDA employees.
• Responsible for troubleshooting and repairing all laptops returned to the USDA Hanover Depot.

Confidential, Washington, DC

IT Service Desk Support

• Worked as a subcontractor for Confidential. which provided Help Desk support for Confidential in Washington, DC.
• Initialize, maintain and update Help Desk tickets using Maximo Ticketing Software.
• Utilized Active Roles Server to reset and unlock customer's network accounts.
• Utilized Remote Desktop Connection to install and configure various software applications
• Assisted customer with setting up and troubleshooting VPN connection using Entrust Token.
• Responsibilities also included mapping printers, imaging pc and laptops using Norton Ghost imaging software.

Confidential, Rockville, MD

Hardware Technician

• Worked as a subcontractor for CTI which provided Hardware support for approximately 800 HP Printers at the EPA in Washington, DC.
• Initialize, maintain and update Help Desk tickets using BMC Remedy Ticketing Software.
• Troubleshoot and repair all HP printers; involving hardware, network related issues.
• Installed and configured new HP printers
• Preformed preventive maintenance and toner replacement for all Confidential printers.
• Responsibilities also include adhering to all requirements regarding, SLA's and SOP's.

Confidential, Morristown, NJ

Desktop Support Technician

• Worked as a subcontractor for Unisys which provided Network, Desktop & Software support for approximately 600 Confidential Call Center employees in Laurel MD.
• Initialize, maintain and update Help Desk tickets using HPSM Ticketing Software.
• Troubleshoot and repair clients PC; involving software, hardware & network related issues.
• Installed, configured and troubleshoot Avaya ACD Call Routing System.
• Responsibilities also include adhering to all requirements regarding, SLA's and SOP's.

Confidential, Hanover, MD

PC Deployment Technician

• Providing various clients with PC deployment and setup.
• Initialize, maintain and update Help Desk tickets using BMC Remedy Ticketing Software.
• Responsible for building and the setup of Server Racks.
• Responsible for the installation of all servers, routers and switches including wiring & software installation.
• Responsible for Imaging, setup & deployment of Desktop PC's using Norton Ghost imaging software.
• Setup and deploy large screen monitors.
• Setup and connect Desktop PC's to KVM switches.
• Responsibilities also include adhering to all requirements regarding, SLA's and SOP's.

Confidential, Hyattsville, MD

PC Repair & Deployment Technician

• Troubleshoot and repair clients PC; involving software & hardware related issues.
• Reinstall O/S and other PC related software; Flash Player, Shockwave Player, Java, Adobe Reader, Microsoft Office Suite etc.
• Install anti - virus software including the removal of viruses.
• Create & maintain PC images for various clients using Acronis imaging software.

Confidential, Beach, CA

Help Desk Analyst Newport

• Provided Desktop & phone support for a variety of clients.
• Initialize, maintain and update Help Desk tickets using BMC Remedy Ticketing Software.
• Responsible for troubleshooting client PC Workstations; involving software & hardware related issues.
• Created & maintained images for various PC Workstations using Norton Ghost imaging software.
• Image, setup & deploy Laptops and Desktop PC's to new hires.
• Install setup & troubleshoot various network printers.
• Responsible for the installation of all servers, routers and switches including wiring & software installation.
• Responsibilities also include adhering to all requirements regarding, SLA's and SOP's.

Confidential, Irvine, CA

Network Technician

• Provided Network, Desktop & phone support for approximately 800 customers.
• Initialize, maintain and update Help Desk tickets using BMC Remedy Ticketing Software.
• Responsible for patching and maintaining company patch closets, troubleshooting and configuring ports on 2950 & 3750 Cisco Switch.
• Create, maintain & troubleshoot all company phone accounts using the Alcatel 4760.
• Image, setup & deploy Desktop PC's to new hires.
• Installed and updated hardware & software for all PC Workstations.

Confidential, Rockville, MD

Service Specialist

• Provide Help Desk phone support for clients utilizing Confidential 's website.
• Assist client with the installation of DARS VPN Software, including troubleshooting to insure connectivity.
• Utilizing various troubleshooting methods including; IPCONFIG, PING to insure internet connectivity
• Assist Admins with setting up new users, disabling old users, resetting passwords & changing default settings for their IDS account.
• Initialize, maintain and update Help Desk tickets using BMC Remedy Ticketing Software.

Confidential, Hampton, VA

Help Desk Analyst

• Provide Help Desk phone support at the Confidential in Silver Spring, MD to various clients utilizing the One- VA VPN software. The One-VA VPN software package includes One-VA VPN, eRAS Phone Dialer, McAfee ViruScan and ISS Black Ice Desktop Protector.
• Provide VPN support to VA employees and outside contractors with the installation and connectivity to the One-VA VPN.
• Initialize, maintain and update Help Desk tickets using BMC Remedy Ticketing Software.
• Utilize various troubleshooting techniques such as NBSTAT, NSLOOKUP, TRACERT and the PING command to solve connectivity issues.
• Initialize and assist with Security Events regarding Hostile Probe, Misuse of Cyber Resources and various viruses; Trojans, Worm etc.