SUMMARY: 

• Seeking a Desktop Support position where I can use my talents and skills to grow and expand
• the company. I want to excel in this field and with hard work, perseverance and dedication. I have over 7
• years of experience in the Information Technology field and I always had a passion for Computers. I foster team work and possess excellent written and oral communication skills. Demonstrated ability to write situational reports for management\supervisors and shift leads about daily activities and any irregularities that may be present.  
• Experience with Windows Server 2003,2007,2012, Ghost Imaging experience , Office 2007 - 2013, Adobe products, Cisco
• Monitor current reports of computer viruses to determine when to update virus protection systems.  
• Extensive DOS command experience
• Perform ongoing monitoring and threat analysis.
• Analyze logs/traffic.  
• Experience with Cybersecurity automated tools, including McAfee ePO, IBM Big Fix, RSA Archer, Nessus, or App Detect
• Strong computer experience with Excel, Word, and Outlook.
• Experience with Active Directory including creating user accounts, managing accounts, adding groups, resetting password, extending accounts, etc.
•   Identify potential IT security incidents and escalates information to appropriate staff.   .
• Experience with SCCM
• Networking:   LAN & WAN VPN/Remote Connectivity, TCP/IP
• Troubleshoot FOBS, Secure ID Tokens
• Preventive Maintenance
• Provides telephone support to end-user community on hardware, software, and network related problems, questions, and use.
• Provides First &Second-level problem resolution on the telephone with users; and walk the user through a series of steps to determine problem; classifies level, priority, and nature of problem.
• Provides Remote Access Support for Citrix and VPN.
• Provides administrative support to the Program Manager
• Antivirus update & virus protection experience with desktop operating systems, including Windows XP, Windows 7, VMWare and Windows 8.1
• Extensive application support experience and knowledge of Microsoft Office 2010 products to include Publisher, Outlook, Access, Power Point, Excel, Word, Lync, Front Page, Adobe Pro, Citrix, VPN, OneNote, Windows 7, 8, 8.1 and SharePoint

PROFESSIONAL EXPERIENCE:

Confidential, Alexandria, VA

Desktop Support Technician

Responsibilities:

• Install, Configure, and maintained the functionality of company Laptops and PC’s.
• Provide support for 1000+ users and ensure proper maintenance of workstations, printers, and peripherals.
• Respond to user service request and expediently resolve trouble tickets to maximize system uptime.
• Deploy new workstations and printers, installing operating systems, applications, and drivers, and configuring network properties and hardware.
• Respond to requests and email problems including installing, monitoring, diagnosing, repairing, maintaining and upgrading all PC/Thin Client/MAC hardware, software and equipment to ensure optimal workstation performance.
• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.
• Analyze and make recommendations for hardware and software standardization.
• Utilize Alloy 6 ticketing system
• Provide support with iPhones, iPads, and Mifi devices.
• Visited clients offices and resolved technical issues arising in the systems, network, applications and connectivity
• Install and configure local and network printers
• Installation and support of telecommunication equipment

Confidential, Alexandria, VA

Service Desk Technician

• Provide support for all USPTO products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties.
• Monitor IDS/IPS for potential, successful and unsuccessful intrusion attempts
• Determines the most effective manner to resolve client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues.
• Provides phone support in compliance with established policies and procedures in order to attain contractual Service Level Agreement (SLA) metrics.
• Trained/Mentored all new hire’s that start with the help desk
• Diagnoses internal and external inquiries and work requests as they relate to maintenance of USPTO desktop and universal laptop computers and USPTO customized applications/systems.
• Provides end-user software troubleshooting and support to USPTO internal and external users/customers.
• Applies diagnostic techniques to identify problems, investigate root cause analyses, and recommend solutions using Remedy 7.6 IT Service Management Suite.
• Assist in the administration of remote user workstations and resolution of remote connectivity issues, as needed.
• Provides help-desk and email support for local and off-site users.
• Installs, configures, and upgrades computer hardware and software, as needed.
• Volunteered in special projects, as needed.

Confidential, Washington DC,

Service Desk Technician

• Performed software installs, hardware configurations and LAN Connectivity.
• Setup, deployed, and maintained of end-user machines
• Diagnoses internal and external inquiries and work requests as they relate to maintenance of USDA desktop and universal laptop computers and USDA customized applications/systems.
• Trained/Mentored all new hire’s that start with the help desk
• Installation & configuration of PC’s and Network HP and Dell printers
• Experience troubleshooting mobile hotspots
• Provides end-user software troubleshooting and support to USDA internal and external users/customers.
• Identified problems, investigate root cause analyses, and recommend solutions using Footprints ticketing system.
• Assisted in the administration of remote user workstations and resolution of remote connectivity issues, as needed.
• Provided email support for local and remote users.
• Maintains current knowledge of the Windows 7 desktop environment, networking, access technologies, and applications supporting USDA users.
• Installs, configures, and upgrades computer hardware and software, as needed.
• Participates in special projects, as needed.

Confidential

Service Desk Analyst

• Supported over 5,000 Confidential users
• Responsible for level 2 account administration
• Provided phone support in compliance with established policies and procedures in order to attain contractual Service Level Agreement (SLA) metrics.
• Participated in special projects, as needed.
• Provide Remote/Desktop support to over 5,000
• Monitored and responded phone and e-mail requests for technical support
• Utilize Service Now ticketing system
• Identifies, diagnoses, and resolves user issues on a first call resolution
• Responsible for level 2 account administration
• Experience with Exchange and Active Directory perform password resets, account extensions, account unlocks, add users to SCCM groups
• Experience using SCCM Client Injector in Win 7
• Assist with projects including Windows 7 deployment for a pool of 5,000 users/ setting up work stations for new users.
• Support Microsoft Windows XP/ Windows 7 OS, Microsoft Office 2003/2007/2010 , Adobe products, Lync 2010 and SharePoint Sites.

Confidential, Largo, MD

Customer Account Executive

• Developed IT projects to meet the business needs of the customers.
• Tested, evaluated, and validated IT initiatives and identify issues in software or services.
• Troubleshot equipment for various business customers.
• Hardware:   PCs, Laptops, Telephony Systems, Printers, Routers, Modems
• Created and maintained report for Confidential and clients.
• Trained/Mentored new employees
• Functioned as Point of Contact for over 100 employees while supervisors were attending meetings.
• Utilized Contrac and Grandslam ticketing system input/organize customer information