SUMMARY:

• Confidential is a Desktop support technician with experience installing and troubleshooting computer software and hardware. In my current role at Medimmune/AstraZeneca, I provide onsite support for multiple facilities within are Gaithersburg Maryland campus. I am responsible for supporting computer hardware such as Lenovo, Microsoft Surface, HP, and Macintosh Computer. Also, responsible for providing software support for Windows 7, 8.1, 10 Enterprise, and Mac OS Sierra applications.
• Previously, I worked as a helpdesk providing Tier 1 end - user technical support.
• I currently obtain Bachelors in Computer Science degree in System Analyst, I am A+, HP, and HDI certified. I seek to monitor problem management database and follow up with assigned personnel to ensure timely resolution of IT related problem that may arise.
• Provide leadership by projecting a positive attitude, and providing learning incentives among coworkers.
• Demonstrate the ability and willingness to learn and support applications.
• Demonstrate strong written and verbal communication skills, and respond adequately to inquiries or complaints.

• Utilizing and troubleshooting Microsoft Word, Excel, PowerPoint, Access, Visio, Microsoft Project Programs, Fedora - Core, Red-Hat, visual Studio, VMWare, Parallel Desktop for Mac, and Dreamweaver
• Troubleshooting peripheral equipment, including hardware and software, and e-mail
• Troubleshooting computer software & hardware systems, including, monitors, printers, and wireless router devices
• Installing and upgrading operating systems, drivers, and software for Microsoft Windows, and Mac OS X computers
• Installing and upgrading internal computer hardware components for both Personal Computers and Macintosh
• Provide staff-support for administrative tasks and projects relative to the Desktop
• Monitors problem management database and follow up with assigned personnel to ensure timely resolution of problems
• Provide leadership by projecting a positive attitude, and providing learning incentives

PROFESSIONAL EXPERIENCE:

Service Desk Technician

Confidential

• Image and configure Confidential laptop computers with Windows 7 & 10 Enterprise
• Providing deployment service to clients at their location for docking station, PC, and monitor setup
• Assist NHLBI users with software deployment request and software troubleshooting
• Imaging and configuring MAC OS El Capitan with Casper Image Service/Self Service
• Assist NHLBI users with computer equipment move
• Assist customer’s troubleshooting software installation
• Troubleshoot MS Office and Adobe applications
• Assist with conference WebEx Setup
• Troubleshoot ClickShare conference equipment

Desk Side Analyst

Confidential

• Image and Configure Lenovo X1, T430/450 laptop computers with Windows 7 Enterprise
• Image and Configure Surface Pro 3 and 4 with Windows 8.1 and Windows 10
• Provide deployment services to client at their location for docking station, PC, and monitor setup
• Provide onsite IT support, assisting user’s with installing and troubleshooting computer software
• Communicate with customer through e-mail and telephone for IT related concern and questions
• Assist users with troubleshooting Office 365 software and opening Office applications through SharePoint
• Imaging and configuring MAC Yosemite & Sierra OS
• Troubleshoot Macintosh applications
• Responsible for configuring and re-configuring users Cisco IP Phone using Cisco Unified CM Administration Web Portal
• Responsible for issuing extension number and Voicemail Pin Setup using Cisco Unity Connection Administration Web Portal

Confidential

Joint Strike Fighter

• Imaging and configuring HP ZBook laptop workstation with Windows 7 Enterprise
• Performing workstation updates and security patches through Shavlik Deployment Agent
• Registering new users CAC Card within Active Directory
• Issuing temporary password to users with damaged or forgotten CAC cards within Active Directory
• Creating and searching ticket incidents with Remedy Ticket System
• Assisting users with mapping network drives
• Troubleshooting network connectivity through phone
• Remotely installing applications for customers request that is approved by their team lead
• Assisting users with Archiving old E-mail
• Assist user with setting up encrypted E-mail and digital signature E-mail within MS Outlook
• Assist users with Microsoft Office application with Word, Excel, PowerPoint, and Outlook
• Assist users with signing documents with Adobe X pro
• Reinstalled printer drivers for users who experience printer errors
• Assist user with backing up data for hard drive replacement
• Perform BIOS Configuration for new imaged workstation within company specification

Confidential

Justice Program

• Imaging and configuring laptop workstation for Windows 7 Enterprise
• Perform updates to OJP Laptop Computers
• Unlock and resetting user’s network accounts using Active Directory
• Adding and removing staff roles in Active Directory
• Adding federal employees and contractors to e-mail distribution group within Active Directory
• Installing software as requested using Remote Desktop application
• Installing Citrix/VDI applications using Active Directory
• Respond to e-mails and telephone request
• Configuring/troubleshooting Right fax user accounts
• Refreshing and resetting users VDI Profile using Desktop Directory
• Creating, updating, and closing tickets using Heat Ticket system
• Mapping network drives for federal employees and contractors
• Installing network printers for federal employees and contractors
• Unlock and resetting Cisco Voicemail password for federal employees and contractors
• Provide Cisco WebEx Training and troubleshooting
• Provide Cisco Jabber training and troubleshooting

Confidential

Daly Enterprise

• Image computer workstation and laptop computers of HP and Lenovo using Symantec Ghost
• Keep track of devices that needed to be maintained or programmed through Autotask.net
• Responsible for troubleshooting computer issues related to HP Elitebook Revolve 810 G2 in Baltimore County Public Schools on-site
• Replace and upgrade computer hardware components in Lenovo and HP computer workstations, including mobile workstations
• Traveling on-site to resolve incidents for troubleshooting and configuring
• Perform docking station and computer desktop installation for new customers on-site
• Assist with educating and guiding the customer on how to use their new equipment
• Created a work-flow process diagram to demonstrate how each technician should call in for device pick-up, and to return repaired devices to customer

IT Assistant Technician

Confidential

• Provided desktop and phone technology support to the campus community
• Logged and documented technology issues and concerns experienced by the campus community
• Placed in orders for hardware and software parts due to system failure or replacement
• Upgraded computer hardware such as RAM, and Hard Drives
• Trained new staff and students on how to navigate through their client workstation
• Guided students and staff on overcoming printing issues, locating lost files, installing drivers and software
• Corresponded with users and IT staff on tasks associated within Information Technology services
• Imaged servers and client workstations, configuration, and testing
• Created Remedy Tickets for computer incidents that occurred and to track a request for service problems until resolved, that have been reported through telephone, Internet, e-mail, or in-person
• Closed Remedy Tickets when the reported incidents have been resolved

Course Work

Confidential

• Systems Analysis & Design Methods in identifying and validating business problems and needs, ensuring that technical solution fulfills the business needs and integrate the technical solution into the business
• Introduction to Programming with C++ in aiming to formulate programmatic solutions for real problems, and translate them into programs using selection statements, loops, functions, and arrays
• Object-Oriented and Design in which understanding JavaScript Objects, Web-Page Controls, Sound Players, Movie Players, and Flash Player