Information Technology Specialist Resume Washington, D.C.Â - Hire IT People

SUMMARY:

I am a results - oriented Microsoft and CompTIA A+ Certified professional with 24 years' experience in the IT industry. As a Senior IT Specialist, I have acquired expert proficiency in Field Service Engineering, Desktop Support, and Call Center operations for Government, Corporate Enterprise, and Residential clients.
I am interested in working in an organization where I can utilize my advanced technical skills and strong customer service acumen providing cost-effective solutions to complex issues within Service-Level Agreements.

EXPERIENCE:

Confidential

Washington, D.C.

Information Technology Specialist

Responsibilities:

Provided infrastructure support services to approximately 90 Washington, Confidential and Confidential agencies.
Utilized Active Directory/ Active Roles and Microsoft Exchange Server to create new network and email accounts, grant access rights, perform password resets, and disable or deprovision existing accounts.
Performed troubleshooting, configuration and support to resolve all TCP/IP, DNS, and DHCP network-related issues, and Windows XP thru Windows 10, Internet Explorer, Firefox, and Safari web browser issues.
Performed installation, upgrades, and problem resolution on Microsoft Office Suite, Oracle PeopleSoft, Avaya IP Agent/ Cisco, Conference Room setup for Google Hangouts, Bluejeans, and related teleconferencing software applications.

Confidential

Edgewater, MD

Helpdesk Support Technician

Responsibilities:

Provided Global Communications Systems Support for the airline industry and the Maryland Motor Vehicle Administration.
Used Remedy to create and track call records and trouble tickets to resolution.
Processed change orders for inventory updates and dispatched technicians to airport sites globally.
Used MS Outlook to send advisories for planned maintenance, management escalations, and outages impacting travelers.

Confidential

Newport News, VA

Fiber Customer Support Analyst

Responsibilities:

Provided internal technical support to engineers, technicians, and support groups for system-related fallout and internal system errors. Also performed telephony, video, and ethernet or wireless network connection and email account configuration using proprietary software tools. Escalated and dispatched Tier II field technicians to fiber customer sites when needed.
As the primary fiber customer point of contact I investigated and resolved cable TV, phone, and internet-related issues using Dameware 6.9.0.4, I-Connect VPN, or Check Point SecuRemote.
Accurately documented customer contact, account information, and the problem they are calling about, established rapport with the customer, and stepped users through to successful resolution of the issue well within service-level agreements.
Installed video adapters, PC/LAN, and print server cards, MS Office, anti-virus, and related software on Intel-based systems.

Confidential

White Marsh, MD

Customer Account Executive II, Tier I

Responsibilities:

Using Microsoft Windows-based and propriety system tools I diagnosed and resolved cable-modem, router, and network adapter issues resulting in failed internet connections, signal loss, and incorrect network speeds
Used remote access tools to troubleshoot and resolve slow system performance on PCs and MACs, malware-related problems and browser configuration issues.
Used Remedy for call tracking.

Confidential

Baltimore, MD

Desktop System Consultant

Responsibilities:

Ethernet, Token Ring, and Microsoft Windows NT-based wireless access point systems installations, diagnostic testing and break-fix maintenance
Servers, Rail kits and network rack configurations, cable management, KVM and UPS, LAN Security implementation, intrusion prevention, data backups and restoration
On-call emergency maintenance, system performance monitoring, and end-user training on systems operation and best practices for cost-effective, self-service solutions

Confidential

McLean, VA

Associate Systems Engineer

Responsibilities:

Utilized Active Directory and Microsoft Exchange to create new or close existing user accounts, grant access privileges, and perform password resets.
Routinely responded to user requests for assistance with VPN remote access failures, blue screen errors, MS Windows, MS Office, Email, and MAC Operating System issues, internet TCP/IP and intranet connectivity issues, and end-user training.
Successfully resolved hardware and software-related issues related to Hewlett-Packard, IBM, and Lexmark local and printers, desktop PCs, laptops, docking stations and PDAs.
Commonly reported issues were boot failures, device driver failures, systems performance issues and data backup/ migration requests.
Utilized Vantive ticketing system for call tracking and Symantec Norton Anti-virus.