SUMMARY:

• Over fourteen years of experience providing technical support remotely or in - person
• Proficient with MS Office, VMware, Citrix, Active Directory, Windows Server, SQL Server, MySQL, Network Cabling and troubleshooting, Salesforce (CRM and applications)
• Working toward CEH and MCSE
• One year experience working with health insurance marketplace

TECHNICAL SKILLS:

Operating Systems:: Windows 8, Windows 7, MS 98, 2000; MS Windows Vista, XP; MS,Windows Server 2003

Software Applications: MS Office Suite 2000, 2003, 2007, 2010, and 2013 (Access, Excel,PowerPoint, Word, etc.); Norton Ghost; Installing Drivers; Virtual,Network Control (VNC); Windows Deployment Services (WDS);.Anti-virus applications; Remote Desktop Connection, Adobe suite,Applications, System Center Configuration Manager (SCCM),Lotus Notes, Dell Data Encryption Protection, Remedy (Ticketing,System; Active Directory, Service Now (Web Base ticketing,System), OnBase (Data Base Application), Microsoft Deployment,Toolkit LiteTouch 2013 (MDT), Arlington County Applications, CA,Service Desk Manager (web based ticketing system), Salesforce,(CRM and applications)

Hardware: HP desktops & laptops; Dell desktops & laptops; Lenovo,ThinkPad laptops & ThinkCentre Desktops; Asus laptops; HP,Printers, Xerox printers; general computer builds and repairs;Hardware installations and swaps; general networking,Experience (running cables, troubleshooting connections,,Activating ports); Android Tablets (Samsung, HTC,Asus, HP)

Others: Clerical skills; data entry; customer service support (both on the Phone and in person); leadership experience

PROFESSIONAL EXPERIENCE:

Confidential, MD

Help Desk Support II

Responsibilities:

• Coordinate and assisting technicians on sites via phone bridge line or chat
• Resolve issue with agency buy providing support to end users on a variety of issues
• Document track and monitor the problem to ensure a timely resolution
• Update applications on new hardware replaced
• Respond to telephone calls, email and personnel requests for technical support
• Simulates or recreates user problems to resolve operating difficulties.

Confidential, MD

Help Desk Support II

• Trainee with Windows server infrastructure and Administration team
• Worked on application packaging and patches when needed.
• Performed vulnerabilities scan using Nessus and other specialized tools.
• Managed VDIs profile using Citrix Director
• Provided support with Smart technology and certificate management
• Remediating VPN access and authentication problems
• Deployment and support of Video Tele-Conferencing equipment
• Imaging 80-120 workstations and laptops weekly using System Center Configuration Manager (SCCM 2012)
• Assisting users with issues including printers, applications, hardware, data transfer, etc.
• Remotely assess and / or mitigate problems using RDP or SCCM remote control
• Encrypted all PC’s daily using Dell Data Protection ensuring user data is secured
• Resolved 15-25 tickets daily using Maximo Ticketing system
• Act as a trainer when neccessary
• Manage user accounts, wireless computer access group and wireless access users with Active Directory

Confidential

Infrastructure Support Specialist

• Provided support to county employees and administration on a daily basis
• Used Active Directory for new user account set up and password resets
• Imaged 50-100 workstations weekly using Microsoft Deployment Toolkit LiteTouch 2013 (MDT) / SCCM for PC migration projects
• Maintained inventory of equipment
• Installs and uninstalls computer hardware (mice, keyboards, hard drives, RAM, video cards, media cards, printers, monitors, etc.)
• Installs and uninstalls all drivers, PC updates, and county software applications using (MDT) and\or remote desktop connection
• Resolves 10-15 tickets daily using CA Service Desk Manager web based application
• Responsible for outgoing calls following deployment / migration projects

Confidential, Rockville, MD

Deployment Technician

• Imaged 20-25 workstations a week using the System Center Configuration Manager (SCCM)
• Installed and uninstall computer hardware (mice, keyboards, hard drives, RAM, video cards, media cards, monitors, etc.)
• Virtually installed and uninstalled printer drivers, scanner drivers, and software using SCCM
• Encrypted 10-15 laptops weekly using McAfee Endpoint Encryption
• Troubleshoot Microsoft applications daily via (Microsoft 2010 office suite, lotus notes, adobe, etc.)
• Resolved 10-15 tickets daily using Service-Now web based application
• Added/removed users with Active Directory

Confidential

Assist customers on a freelance basis with hardware and software issues

• Break fixing for laptops and desktops
• Installed new Operating System (OS) including Windows XP, 7, and 8
• Swapped hard drives and RAMs
• Troubleshoot software issues related to registry and malwares both remotely and in person
• Troubleshoot network connectivity with the internet as well as to the Local Area Network

Confidential

Desktop Technician

• Setup old and new clients workstations
• Troubleshoot basic Microsoft applications (Access, Excel, PowerPoint, Word)
• Connected to the internet (if needed)