SUMMARY

• Coordinating with end-users, working around their schedules to do Windows 10 Upgrade on their computers.
• Imaging and re-imaging computers using SCCM for Windows 10 Upgrade. Adding new computers and removing disposed computers in Active Directory.
• Backing up and transferring data. Configuring computers.
• Computer equipment moves and setups.
• Documenting data & logging in tickets.

SKILLS

• Well-organized. Pro-Active. Detail oriented. Quick learner. Self-starter. Self-motivated.
• Always pleasant and enthusiastic. Calm under pressure.
• Working well independently as well as with a team.
• Working well both at a headquarters and a client site.
• Excellent verbal & written communication skills. Strong interpersonal communication skills.
• Excellent customer service skills.
• Problem analysis and resolution skills.
• Ability to handle multiple tasks in a fast-paced environment.
• Several years’ experience in IT Support including Supporting the Executives, Law Firm Experience, and Higher Education experience.
• Several years’ experience in Customer Service.
• Computer skills: Computer Hardware, Software, Networking Technologies, TCP/IP, Active Directory Management, Microsoft Windows Server 2003/2008, Microsoft Exchange Server 2007/2010, Windows XP/Vista, Windows 7, Windows 8.1, Windows 10, Mac OS X, iOS, Android, MS Office 2007/2010, MS Outlook 2007/2010/2013 , Lotus Notes 8.5, Citrix, VPN, Internet Explorer 10 & 11, Mozilla Firefox, Google Chrome, HP UX 10.20 & 11.0 (UNIX), Ignite/UX, MS Visual BASIC 6.0, PowerShell 3.0, Oracle 8i database & PL/SQL 8 Programming, iManage DeskSite, DTE Axiom, Accellion.
• Help Desk Ticket Logging Software: Vantive, PeopleSoft, Heat, Remedy, FootPrints, TrackIt, IQTrack.
• PC Imaging Software: Ghost, Altiris, Clonezilla, SCCM.
• PC Remote Access Tools: PCAnywhere, SMS Remote Tools, LANDESK, MS Remote Desktop Connection, Novell ZENworks, Expert Assist, Citrix GoToAssist, Dameware, Bomgar.
• Experience with Audio/Visual Equipment: Cisco, Polycom, Canon, NEC, HP, Sony, BenQ.

WORK HISTORY

Confidential, Washington, DC

Technical Support Specialist

• Coordinating with end-users, working around their schedules to do Windows 10 Upgrade on their computers.
• Imaging and re-imaging computers using SCCM for Windows 10 Upgrade. Adding new computers and removing disposed computers in Active Directory.
• Backing up and transferring data. Configuring computers.
• Computer equipment moves and setups.
• Documenting data & logging in tickets.

Technical Support Specialist

• Providing technical support to client users with various hardware, software and network issues, including but not limited to issues related to Windows 7, Mac OS X, iOS, Android, Blackberry, Microsoft Office 2010, Microsoft Outlook 2010, iManage FileSite 8.5 , Citrix, Cisco AnyConnect VPN using RSA Token..
• Troubleshooting software, hardware, and network issues over the phone, at desk site or remotely using Dameware.
• Maintaining and repairing desktops, laptops, and printers.
• Imaging and re-imaging laptops using SCCM for deployments or redeployments. Adding new computers and removing disposed computers in Active Directory.
• Setting up landline phones.
• Computer equipment setups for new users.
• Computer equipment moves and setups.
• Documenting data & logging in tickets.

Confidential,Washington, DC

Technical Support Specialist

• Providing technical support to client users with various hardware, software and network issues, including but not limited to issues related to Windows 7, Mac OS X, iOS, Android, Microsoft Office 2010, Microsoft Outlook 2010, iManage DeskSite , EAS Archiving, Citrix, RSA Token.
• Troubleshooting software, hardware, and network issues over the phone, at desk site or remotely using Bomgar.
• Maintaining and repairing desktops, laptops, and printers.
• Imaging and re-imaging laptops using SCCM for deployments or redeployments. Adding new computers and removing disposed computers in Active Directory.
• Setting up landline phones.
• Computer equipment setups for new users. Computer equipment moves and setups.
• Setting up and troubleshooting AV equipment for presentations.
• Documenting data & logging in tickets using IQTrack.

Desktop Administrator 

• Providing technical support to client users with various hardware, software and network issues, including but not limited to issues related to Windows 7, Windows 10, Mac OS X, iOS, Android, Microsoft Office 2010, Microsoft Outlook 2010/2013, CheckPoint Antivirus and encryption software, Cisco AnyConnect VPN using RSA Token.
• Troubleshooting software, hardware, and network issues over the phone, at desk site or remotely.
• Maintaining and repairing laptops, and printers.
• Imaging and re-imaging laptops using Clonezilla for deployments or redeployments. Adding new computers and removing disposed computers in Active Directory.
• New Windows 7 computers deployment.
• Setting up and troubleshooting landline phones.
• Scanning laptops using Retina Network Security Scanner for vulnerabilities and making remediations.
• IT Asset Tracking/Management.
• Setting up and troubleshooting AV equipment for presentations.
• Technical Training for users.
• Active Directory accounts & Email accounts management. Creating new network and email accounts for new users, assigning network access rights, group permissions using Active Directory. Disabling/deleting network and email accounts for terminations using Active Directory. Resetting passwords using Active Directory. Creating Public Folders, Email Distribution Groups, and Security Groups in Active Directory.
• Network monitoring. Helping with network administration: assigning RSA Token ID & PIN, resetting RSA Token PIN. Monitoring Barracuda Spam Server. Monitoring VPN Server.
• Moving data and software from old servers to new servers.
• Working with external vendors regarding network, computer, printer, phone issues.
• Participating in the big company move in November 2014 including disassembling then reassembling of the company network equipment besides user computer equipment.
• Writing procedure documentations.

Information Analyst

• Providing technical support to client users with various hardware, software and network issues, including but not limited to issues related to Windows Vista, Windows 7, Microsoft Office 2010, Microsoft Outlook 2013, Lotus Notes 8.5, Fiberlink E360 VPN using RSA token, Sametime, Cisco Jabber, Box Inc. Box, MS Bitlocker.
• Troubleshooting software, hardware, and network issues over the phone, at desk site or remotely using SMS Remote Tools or Citrix GoToAssist.
• Maintaining and repairing desktop PCs, laptops, and printers.
• Phone and computer equipment setups.
• Imaging and re-imaging PCs and laptops using Altiris for deployments or redeployments. Adding new computers and removing disposed computers in Active Directory.
• New Windows 7 computers deployment.
• Setting up new printers.
• IT Asset Tracking/Management using Remedy.
• Setting up and troubleshooting AV equipment for presentations.
• Active Directory accounts & Email accounts management. Creating new network and email accounts for new users, assigning network access rights, group permissions using Active Directory. Disabling/deleting network and email accounts for terminations using Active Directory. Resetting passwords using Active Directory. Creating Public Folders, Email Distribution Groups, and Security Groups in Active Directory.
• Network monitoring.
• Documenting data & logging in tickets using Remedy.
• Writing procedure documentations.

Confidential,Vienna, VA

Senior Technical Support Specialist 

• Providing technical support to client users with various hardware, software and network issues, including but not limited to issues related to Windows XP, Windows 7, Mac OS X, iOS, Android, Microsoft Office 2003/2007/2010 , Microsoft Outlook 2003/2007/2010 , VPN.
• Troubleshooting software, hardware, phone and network issues over the phone, at desk site or remotely using Dameware or Citrix GoToAssist.
• Maintaining and repairing desktop PCs, laptops, and printers.
• Setting up and troubleshooting Blackberries both on the device and on the BES Server. Troubleshooting mobile devices. Setting up and troubleshooting landline phones using Inter-Tel 5000 Session Manager.
• Imaging and re-imaging PCs and laptops using Ghost for deployments or redeployments. Adding new computers in Active Directory and TrackIt.
• Phone and computer equipment setups.
• Setting up and troubleshooting AV equipment for presentations.
• Technical Training for users.
• IT Asset Tracking/Management using TrackIt.
• Ordering, shipping equipment.
• Active Directory accounts & Email accounts management. Creating new network and email accounts for new users, assigning network access rights, group permissions using Active Directory. Disabling/deleting network and email accounts for terminations using Active Directory. Resetting passwords using Active Directory. Creating Public Folders, Email Distribution Groups, and Security Groups in Active Directory.
• Network monitoring.
• Writing procedure documentations.
• Documenting data & logging in tickets using TrackIt.
• Training new IT members.
• Generating Status Reports
• Helping manage the team to make sure work is done right and on time with exceptional customer service.
• Helping facilitate clear communications among team members and between the team and customers to ensure the team effectiveness, customer service and company policy compliance.

Confidential,McLean, VA

Senior Technical Support Specialist/Team Lead 

• Providing technical support to client users with various hardware, software and network issues, including but not limited to issues related to Windows 2000, Windows XP, Windows Vista, Windows 7, Mac OS X, Microsoft Office 2000/XP/ 2003/2007/2010 , Microsoft Outlook XP/ 2003/2007/2010 , VPN.
• Troubleshooting software, hardware, and network issues over the phone, at desk site or remotely using MS Remote Desktop Connection, Novell ZENworks, and ExpertAssist.
• Maintaining and repairing desktop PCs, laptops, and printers.
• Phone and computer equipment setups.
• Setting up and troubleshooting AV equipment for presentations.
• Setting up and troubleshooting Blackberries both on the device and on the BES Server. Troubleshooting mobile devices.
• IT Asset Tracking/Management using AssetExplorer.
• Active Directory accounts & Email accounts management. Creating new network and email accounts for new users, assigning network access rights, group permissions using Active Directory. Disabling/deleting network and email accounts for terminations using Active Directory. Resetting passwords using Active Directory. Creating Public Folders, Email Distribution Groups, and Security Groups in Active Directory.
• Network monitoring and backups.
• Monitoring Barracuda Spam Server. Monitoring VPN Server.
• Documenting data & logging in tickets using FootPrints/Heat.
• Participating in the big company move in 2008 including disassembling then reassembling of the company network equipment besides user computer equipment.
• On-call to provide after- hours support on a rotational basis.
• Writing procedure documentations.
• Technical Training for staff and users.
• Generating Status Reports
• Helping manage the team to make sure work is done right and on time with exceptional customer service.
• Helping facilitate clear communications among team members and between the team and customers to ensure the team effectiveness, customer service and company policy compliance.