SUMMARY OF QUALIFICATIONS

• Strong customer service with all levels in a company, Excellent written, verbal and interpersonal communication skills all while providing Helpdesk / Desktop / Network /Deployment support, assist users with hardware and software problems, isolating and troubleshooting technical issues promptly, Audit and Data Migration, refurbished workstations and laptops, Data Entry into Ticketing System, Active Directory Administrative Center.

TECHNICAL SKILLS:

• HP, Dell workstations andLaptops
• Windows XP &7 Enterprise Ed.
• Windows Office 03 - 10,
• Adobe Suite (Photoshop, Illustrator, InDesign, Dreamweaver and Premiere),
• CmRcView & Remote Desktop Connection
• Tickets Systems - Heat, TrackNow, ITSM, ServiceNow
• Hardware, Software installation
• Printers HP, Brothers, Lexmark, Xerox
• Epson Projectors
• Avaya & Cisco Phones
• Computer Audit Software
• Computer restore-recovery and tune-ups
• Switch, Ports, and Patch Panels
• Troubleshooting, Fix-Break
• Campus IT Inventory
• Re-Image/Image using Norton Ghost, Encore Swimage and SCCM 2008 Software
• Setup/Staging Laptop & Desktop
• Migration using User State Migration Tools, tfrcable x86- tfrcable x64
• 2007 SCCM
• ADUC/ADAC
• Cloning Hard Drives
• McAfee ePolicy Orchestrator 5.3
• Microsoft LAPS UI
• Lightweight Directory Access Protocol - LDAP

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Hardware Specialist Tier II

• Working on the Laptop Team Imaging 3,000+ laptops - (models Dell Latitude E5470, E7270, E5570)
• Inventory of laptops by scanning the into Excel database called Inventory of “Laptop Cage”
• Image and Configure - Imaging w/ SCCM, Bios, Battery Power Options, Screen Resolution, Windows Update, and System-101
• SCCM Manager Configuration (Action) for security patches / updates
• Running McAfee Agent Status Monitor and Encryption
• Password Recovery w/ McAfee Data Protection (Encryption Recovery)
• Setting up Employee’s Wireless Certificate
• Active Directory - Assigning & Rename Laptops then placing them the correct OU
• Enforce group policy w/ GPUPDATE / force
• Light data entry into word document for Laptop Pilot Configuration Checklist and LTSO-Sunflower Inventory Receipt version 7
• Show that the Image and Configuration Process has been completed by entering laptops bar codes to the respectful employee in the database called “Laptop as Primary Device List”
• Other Duties:
• Troubleshooting laptop issues including but not limit to software installs and hardware repair
• Deploying and Participating in Employee’s Orientation and Training Classes
• Sanitization processes and procedures by “Wiping Hard Drives w/ Part Magic”
• Customer Service

Team Lead

• Must have proven customer service background.
• Able to comprehend and follow verbal and written instructions and scripts.
• Provides desk side support in the problem isolation and repair of Personal Computing Hardware, local software loads, file saves/restore
• Data Migration Experience is required

Technician and Desktop Support

Desktop/Deskside Support

• Provide technical assistance to 700 + users such as (Government/non-Government/Students)
• Break & Fix of laptop and workstations hardware
• Experience working with Desktop and Laptop Hardware
• Ability to install, remove, diagnose and troubleshoot problems or repair computer systems
• Imaging and encryption of PCs
• Installation of software that are supported by the Company
• Assisting users with transfer of data and apps to new PC using User State Migration Tools and Windows Easy Transfer Tools and customization to user preference Providing deskside support when the new PCs are delivered
• Doing assigned tickets and Lite data entry into the SEC Ticket System call “ITSM” and Service Now IT
• Providing deskside support when the new PCs and Laptop's are delivered
• Customer Service
• Other duties as assigned
• Setting up for new hires and breaking down exiting employee (Desktop, monitors, keyboard, mouse, printers local and network)
• Move employees from one office to another
• Disassembly and reconfiguration of IT systems in training and conference room
• Disassembly and reconfiguration of desktop for clients
• Providing, testing and remediation services to ensure the PCs are installed successfully
• Responsible for fixing any post move problems
• Recycling IT equipment between projects / departments
• Equipment movement within your building & between your sites
• Adding fresh units to existing infrastructures
• Upgrading equipment with new operating systems, software & hardware etc
• Diagnostics & configuration
• Other duties as assigned
• Responsible for imaging laptops and workstations using swimage
• Loading any software that was needed
• Data Migration and the distribution of laptops to individuals for the Tele-work and Laptop Fresh Program at the SEC
• Image and setup PC's for Intern students in the Internship Program.
• Responsible for scheduling the distribution of laptops using Microsoft Calendars.
• Disconnection and then reconnection of IT equipment.
• Responsible for fixing any post move problems.
• Interact with all levels of SEC employees to include executive staff.
• Configure and image77 Workstations called FRED and UFRED ( Forensic Recovery of Evidence Device) for ENFOREMENT department
• Other duties as assigned

Desktop Support

• Microsoft Windows 7 Migration Technician
• Conduct Pre- and Post-installation interviews
• Error-Free Migration of Data from old hardware to new hardware
• Hardware and Software Installation and Troubleshooting
• Data Entry in support of migration tasks into HEAT Ticketing System
• Tools used to do migration Fast Software Audit and tfrcable x86
• Installation of HEAT Ticketing System and other Software
• Customization and Configuration Desktop rollout duties for clients
• Re-Image/Image workstations using Norton Ghost
• Quality control for incoming Dell PC’s
• Remote in to computers with CmRcViewer, Quest (Active Directory)
• Other duties as assigned

Helpdesk / Desktop / Network Support Technician

• Support Corporate IT Initiative goal for the campus
• Manage and re-image PC’s using a third party software called (MoJoPAC Imaging Software) on staff/student/faculty workstations
• Provide guidance regarding use of applications and technology
• Diagnose and replace defective hardware (PC’s, Printers, Projectors, etc.)
• Support Avaya VoIP Phone and Corporate Polycom Telephone System
• Support for Educational Software (Blackboard, Icampus, Strayer University Home page, Microsoft Office and other Microsoft products)
• Install OS systems, service updates and security patches
• Provide technical assistance to 500 + users such as (Staff/Faculty/Students/ Corporate) all on a ranger of 233 PC’s
• Track and manage cases using HEAT and TrackItNow
• Supported and assist with campus IT Inventory
• Detect and resolve network connectivity issues
• Perform computer restore/recovery and tune-ups of operating systems using System Tools
• Konia’s and Xerox scanner/printer inputting and deleting users