SUMMARY:

• Fourteen years’ experience in customer service, technical support and help desk
• Fourteen years experience with Lenovo, Compaq, Dell, and HP desktops
• Fourteen years experience with Windows 95 to Windows 10 and Office 365
• Utilized SCCM in migrations to image laptops, transfer user profiles to new laptop and install software
• Utilized Active Directory to assign users and workstations to correct organizational units and reset passwords.
• Working knowledge with TCP/IP, DHCP, DNS, basic network switching, hardware support
• Promoted from Tier I agent to Tier II callback agent
• Proven desk side support skills provided to VIPs and top executives
• Proven ability in the use of Remedy, Track - it and Unicenter ticketing systems.
• Excellent interpersonal and communication skills, written and oral

TECHNICAL SKILLS:

Operating Systems: Windows 95/2000/ME/XP/7/10, 2003 Server

Software Applications: MS Office 2000-2016(Word, Excel, PowerPoint, Access), Office 365, Lotus Notes, Norton Utilities, McAfee, Internet Explorer, Altiris, Ghost, PCAnywhere, system backups, batch file creation and batch stripping

Networking: LAN/WAN, TCP/IP, VPN, Frame Relay, DHCP, DNS, Active Directory, Cisco Routers, and Ethernet Services

PROFESSIONAL EXPERIENCE:

Confidential, Alexandria, VA

Desktop Support Specialist

Responsibilities:

• Responded to remedy ticket dealing replacing user's laptops, mouse and monitor.
• Backup user's data using Avamar backup tool.
• Monitor group printers for paper jams and replaced toner when needed.
• Took inventory on paper supply for group printers.

Confidential, Washington, DC

Jr. Support Specialist

Responsibilities:

• Setup and monitor Skype conference meetings
• Respond to trouble tickets through BMC Track-It ticketing system.
• Setup new employee workstations and phone.
• Assist in documenting location of all IT equipment
• Monitor Helpdesk voicemail and email box for issues dealing with OSC website and internal issues.
• Remote into user’s laptop using remote tool LogMeIn rescue to resolve issues.
• Troubleshoot issues dealing Office 365

Confidential, Washington, DC

IT Support Specialist

Responsibilities:

• Imaged laptops from server
• Setup laptop for user's profile with SCCM
• Setup encryption on laptop with Symantec PGP encryption software
• Setup user's achieve folders in Outlook 2010 on new laptops
• Verify users could logon after laptop was issued to the users
• Document replacement and old workstation shared spreadsheet.
• Have Public Trust

Confidential, Arlington, VA

Help Desk Technician

Responsibilities:

• Successfully imaged laptops and desktops
• Resolved issues with Microsoft Outlook 2007
• Completed employee desktop moves.
• Resolved issues with HP and Xerox printers and copiers.
• Used Remedy to record user issues and resolutions.
• Have Public Trust

Confidential, Washington, DC

Service Desk Technician

Responsibilities:

• Successfully deployed 300 Lenovo 450 laptops to users
• Upgraded memory in Lenovo 440 laptops
• Resolved issues with Microsoft Outlook 2013
• Successfully imaged laptops and deployed to specified instructions
• Have Public Trust

Confidential, Washington, DC

IT Support Staff Level II

Responsibilities:

• Reimage Lenovo laptops and desktop
• Deployed new laptop and desktop in ED7 Deployment Project
• Installed approved software packages.
• Troubleshoot issues dealing with Office 365.
• Respond to remedy ticket dealing with issues with Lotus Notes, Network connectivity, hardware, software and laptop loaner request.
• Used Active Directory to edit user accounts and workstations.
• Setup teleconferencing with WebEx, GoToMeeting, and Polycom
• Used SCCM to locate, install software and troubleshoot issues with laptops and desktops
• Resolved issues with Virtual desktops and Hoteling workstations

Confidential, Washington, DC

Field Service Technician

Responsibilities:

• Reimage Lenovo laptops
• Resolved issues dealing with Lotus Notes.
• Responsible for running reports for HP printers, color and black and white.
• Assisted user with password reset.
• Installed approved software on user laptop when requested.
• Setup teleconferencing

Confidential, Arlington, VA

LAN Tier II Technician

Responsibilities:

• Image Dell and Confidential laptops and desktop computers using Ghost imaging software
• Setup and configured web conferences using Microsoft Communicator.
• Responded and resolved tickets from internal users.
• Setup employee workstations
• Install required software on laptops and desktops

Confidential, Washington, DC

Help Desk Agent

Responsibilities:

• Troubleshoot issues dealing with migration from Lotus Notes to Outlook 2007
• Troubleshoot issue dealing with Office 365
• Used Bomgar to remote into user’s workstation to guide user to resolve issues.
• Routed calls to Tier II for unresolved issues.

Confidential, Alexandria, VA

Help Desk Agent II

Responsibilities:

• Safeguarded personal information of service members, veterans, and their dependents
• Review service member's, veteran's and dependent’s records for Identification Card issuance
• Troubleshoot, remotely configure and install the HP Fargo 5000 Common Access Card(CAC) printer, HP Scanjet 3005, fingerprint reader, barcode reader and CAC card reader
• Help active duty members with applying for Transfer of Educational Benefits (TEB)
• Reset passwords and suspended account for DMDC supported applications
• Provide assistance with Contractor Verification System(CVS)
• Provide support and assistance Real-Time Automated Personnel Identification System(Rapids)
• Utilize the CA Ticket system to document issues dealing the Rapids systems and other supported applications
• Follow up with users to resolve open issues with Rapids, eBenefits, CVS, and other supported applications.
• Have Public Trust

Confidential, Washington, DC

Help Desk Support Technician

Responsibilities:

• Upgraded old Dell systems to HP wireless systems (thin clients)
• Tested new systems with the upgraded Thin Client software
• Verified that user could access hospital's intranet
• Configured new systems using TCP/IP
• Setup and troubleshoot user's workstations
• Responded to tickets submitted through Remedy solutions software

Confidential, Bethesda, MD

Help Desk Support Technician

Responsibilities:

• Upgraded and installed HP and Xerox printers
• Configured printers by assigning correct IP address
• Verified users could connect and print to printers
• Worked with network engineers to solve network and driver issues
• Responded to any tickets dealing with printer upgrades (Live Link)
• Completed security policy training