SUMMARY:

• Achieved technical and support to end users with PCs and laptops using the Track IT ticketing system.  
• Were troubleshooter and problem solver for network connectivity involving all software, hardware and Lotus Notes, supported MS Office Suite 2003 and Windows XP Pro, and imaged new PCs and laptops.  
• Added new users to local domain and set up user accounts in active directory.
• Configured desktops, laptops, installed local and network printers, Installed and maintained software programs, removed viruses, and applied applicable patches.  
• Video conferencing support included:  video connections, instructing users, and resolving connectivity issues.   
• Maintained inventory of computers (including replacements), and performed printer and copier maintenance, and refurbished desktop PCs.

TECHNICAL SKILLS:

• CompTIA  A+ and  Network+  Certified
• Service HP and Xerox Printers
• Blackberry Enterprise Activation and Deployment
• Windows 7, 8 Vista,  XP Pro                                                                                                                      
• Windows Server 2003
•  MS Office Suite 2010, 2007, 2003
•  Active Directory
•  Remedy Ticketing System
•  Service Now Ticketing System
•  Heat Ticketing System
•  Excellent Data Entry and Customer Service Skills
•  Supported end users with Lotus Notes and Outlook  email
•  Light Touch Imaging Software

PROFESSIONAL EXPERIENCE:                                                                                              

Confidential - Washington, DC                                   

Customer Engineer 4

Responsibilities:

• Achieved level II technical support of all levels of management and end users over the phone and deskside with laptops and desktops.  
• Often walked end users over the phone in resolving trouble tickets and communicated with end users through the phone on how to transferring email files and data over the company network.
• Imaging and deploying Lenovo Generation 2 laptops with Windows 8.1 using SCCM.  
• Supporting MS Office 2010, XP,Win7 and Win8.  Achieved resolving printer, software, and hardware issues for users.  
• Managing user’s ticket request and assets in Service Now, Remedy and supporting users and maintaining accounts, password reset and creating user and machine accounts using active directory.  
• Detecting and diagnosing hardware failures.  
• Interact with various IT platforms in a multi-layered client server environment to resolve customer issues.   

Confidential - Washington, DC

Deployment Migration Technician

• Achieved deploying new operating system Windows 7 with MS Office 2010 image to dell laptops and desktops with Lotus Notes, and MS Outlook   and supported all levels of   management. 
•  Installed various applications over company network, support and instruct end users on all levels on new system.  
• Back-up and restore user’s data and configure user’s computers and adding them to the company domain and reset users’ password using active directory.   
• Reinstall network, local and legacy printers at users’ desk and resolving hardware, software and network issues to ensure users capability to perform their daily task and provided level II help desk support.

Confidential - Washington, DC

Deployment Technician

• Achieved installation of ED5.7 image to IBM Lenovo laptops and desktops on 50 units each day. 
•  Installed various applications over company network, support and instruct end-users on all levels on new system.  
• Back-up and restore user’s data and configure user’s computers and add them to the company domain.   
• Installed network and local printers at users’ desk and answered user questions concerning new operating system Windows 7 and MS Office Suite 2010.
• Replace current workstations (desktops or laptops) with new workstations (as needed), install a new image to a workstations (as needed), replace current workstation monitors with new monitors (as needed), and did follow-up/roaming support survey on clients. 

Confidential, Arlington, VA 

Technical Support Analyst

• Achieved technical support (remotely and locally), for 125 end users with PC’s and laptops using internal ticketing system for tracking and monitoring issues, and imaged new PCs and laptops.
• Were troubleshooter and problem solver for network connectivity involving all software, hardware and supported end users with Lotus Notes 8.0, MS Office Suite 2007 and 2003 Windows Vista and XP Pro.  
• Added new users to the local domain and set up user accounts in active directory, configured desktops, laptops, connecting printers, and wireless connectivity.  
•  Installed and maintained software programs, removed viruses, and applied applicable patches.  Video conferencing support included:  video connections, instructing users, and resolving connectivity issues.   
• Supported users at Confidential and Lockheed Martin.                      

Confidential - Washington, DC

Help Desk Technician

• Achieved technical and support to end users with PCs and laptops using the Track IT ticketing system.  
• Were troubleshooter and problem solver for network connectivity involving all software, hardware and Lotus Notes, supported MS Office Suite 2003 and Windows XP Pro, and imaged new PCs and laptops. 
•  Added new users to local domain and set up user accounts in active directory. Configured desktops, laptops, installed local and network printers,   
• Installed and maintained software programs, removed viruses, and applied applicable patches.  
• Video conferencing support included:  video connections, instructing users, and resolving connectivity issues.   
• Maintained inventory of computers (including replacements), and performed printer and copier maintenance, and refurbished desktop PCs.

Confidential - Washington, DC

PC Technician

• Achieved computer hardware and software support to residential and small businesses on site and in shop that includes:  desktops, laptops, Windows 2000, Windows XP Pro and MS Office Suite 2003, setting up wired and wireless networks, data backup, and spyware and virus removal.