SUMMARY:

• Astute and analytical technical professional with a proven record in troubleshooting hardware and software as well as excellent customer service.
• Demonstrated ability as an innovative thinker and effective problem solver.
• Expertise in repair and troubleshooting of diverse systems in the areas of Desktop Support, IT Support, Help Desk, Technical support services, logistics and inventory management.

TECHNICAL SKILLS:

Software: Windows 7, 8 and 10 troubleshooting, Office 2016/2013, Active Directory, ServiceNow and ConnectWise Ticketing systems, Skype for Business, RDP, SCCM for imaging and software pushing, ePolicy Orchestrator 5.1 from McAfee for encryption, PointSec Endpoint Encryption, TCP/IP commands

Hardware: Dell Laptops and Desktops, IBM Thinkpad laptops, Lenovo Laptops, Hewlett Packard laptops, Compaq PC s, personal and network printers in private and federal environments, iPhone and Andorid troubleshooting

PROFESSIONAL EXPERIENCE:

Confidential, Washington, D.C

Deskside Support Technician Tier 2

• Remote assistance to federal users, troubleshooting primarily over the phone to resolve issues
• Pushing of software and updates to user machines using SCCM
• Use of Active Directory to unlock accounts and reset passwords
• Re - imaging machines using standard gold image on a USB drive
• Common troubleshooting of Outlook, Adobe, AnyConnect, Oracle
• Primarily remote as well as in-person troubleshooting of common and uncommon issues
• Use of Footprints Ticketing System to create, route and close tickets while on and off phone duty

Confidential, Washington D.C

Deskside Support Technician Tier 2

• Desktop support of Dell Laptops and Desktops in an Enterprise Networking Environment utilizing Windows 7 64 Bit operating system as well as Office 2016/2013
• Perform Installs, troubleshoot PC Networking connections as well as wireless connections. Install additional software as requested such as Project and Visio. Handle other service desk tickets as dispatched to me via ServiceNow. Service tickets consist of PC or Laptop has no power or not working on the network, docking station issues as well as basic request such as Keyboard replacement.
• Utilize Active Directory to unlock accounts, disable or enable user accounts and reset passwords. On occasion remove PC or Laptop from Domain.
• Re-Image Laptops and Desktops using SCCM vie PXE Boot. Load additional software if needed and encrypt laptops via McAfee Drive Encryption.
• Use TCP/IP commands such as IPCONFIG/ALL, PING, IPCONFIG/RELEASE or RENEW as well as GPUPDATE to troubleshoot and repair network connections.
• Utilize ePolicy Orchestrator 5.1 from McAfee to add users to EPO or perform system recovery and sync laptop with EPO to register user and allow them to set encryption password. This is used to manage users and encryption on laptops.
• Setup and troubleshoot iphones/iPads and some Android phones using MaaS360. Setup new devices or place into container for security. Make sure phones are in compliance and email is not blocked.
• Connect to remote users via RDP to troubleshoot or install software.
• Attained four excellent customer service awards

Confidential, Waldorf, MD

Service Manager/Technician

Desktop Support

• Desktop and laptop hard drive imaging and cloning
• Data retrieval and transference
• Managed daily operations of a small computer repair business
• Entered and managed client data in iTop ticketing software
• Frequent usage and proficiency of Quickbooks accounting software
• PC consulting and repair of client systems to excellent working order
• Provided high quality Customer Service in an informative, personable and innovative manner to users in accordance to the Quality Assurance call handling standards and Service level agreements.
• Virus removal, disk cloning, operating system installation, data backup and retrieval, application installation
• Hard drive, RAM, motherboard, CPU/fan, laptop screen replacement
• Relevant knowledge and expertise of hardware and software management and troubleshooting
• Managed business network including physical components as well as digital configuration
• Logistics management including ordering/shipping components

Confidential, Washington, D.C.

Help Desk \ Desktop Support Tier 1

• Desktop and laptop hard drive imaging and cloning
• Data retrieval and transference
• Installed software, modified and repaired hardware and resolve technical issues
• Provided base level IT support to non-technical personnel within the business
• Displayed courtesy and strong interpersonal skills with all customer interactions
• Created and manage new user accounts on Windows Server 2003/2008/2008 R2
• Managed Windows XP Professional, Windows Vista Business Windows 7 workstations
• Ensured that ConnectWise tickets are resolved and completed to the client’s satisfaction
• Active Directory - Account creation, Password resets, Group policies
• Developed client SharePoint Foundation 2010 sites and provide support as needed
• Applied solution by restoring broken or intermittent connections, adjusting software configuration install patches, and reboot system
• Performed PC refreshes and migrations from XP to Windows 7 and 8
• Processed incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging, fax and desk side
• Provided initial trouble shooting of problems including root cause analysis for desktop, laptop and printers (local/network)
• Performed administrative tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines
• Provided training and support to customers on local applications, and web base applications
• Provided level 2 end-user technical support for Windows 7, Microsoft Office, Network connection
• Updated ticketing system to reflect work in progress or completed