Help Desk TechnicianÂ Resume Baltimore, MD - Hire IT People

SUMMARY:

Perform on - site analysis, diagnosis, and resolution of complex desktop/hardware problems for end-users, and recommend and implement corrective resolutions, including offsite repair remote users as needed
Image new Lenovo laptops for new and current employees using System Center Configuration Manager (SCCM, also known as ConfigMgr)
Record, track and document the help desk problem-solving process, including all successful and unsuccessful decision made, and action taken, through final resolution
Configure and install computer, phone, printer equipment
Refresh hardware after lease expiration
Test hardware and software fix to ensure problem has been adequately resolved
Perform post-resolution follow-ups to help desk requests
Coordinate with manufactures/vendors to resolve equipment or software issue
Use bit9 to secure applications and programs on users PCs

TECHNICAL SKILLS:

Remote Access: RDP, SSH, Virtual PC, SCCM

Networking: Cisco (Switches, Routers), cabling (UTP/Optical Fiber)

Software:: Microsoft Office 2010, 2013, 2016 and Office 365

Routing Protocols:: BGP, OSPF, EIGRP

Monitoring: SNMP, Traffic Analysis, Syslog RIP, IGRP

Network Performance:: VLAN, VoIP, QoS, LAN/WAN, TCP/IP, SMTP, net flow

Connectivity:: Ping, Ipconfig, IFConfig, Trace Route, MSconfig

Languages:: English, French.

PROFESSIONAL EXPERIENCE

Confidential, Baltimore, MD

Help Desk Technician

Perform on - site analysis, diagnosis, and resolution of complex desktop/hardware problems for end-users, and recommend and implement corrective resolutions, including offsite repair remote users as needed
Image new Lenovo laptops for new and current employees using System Center Configuration Manager (SCCM, also known as ConfigMgr)
Record, track and document the help desk problem-solving process, including all successful and unsuccessful decision made, and action taken, through final resolution
Configure and install computer, phone, printer equipment
Refresh hardware after lease expiration
Test hardware and software fix to ensure problem has been adequately resolved
Perform post-resolution follow-ups to help desk requests
Coordinate with manufactures/vendors to resolve equipment or software issue
Use bit9 to secure applications and programs on users PCs
Add/remove computers in Domain Controller
Create groups and admins of groups
Use Absolute Manage to push software to Mac PCs
Configure Cisco Any connect VPN Client for users and assist to resolve any DUO connection issue with mobile phone

Confidential, Frederick MD

Customer Engineer (Contractor)

Confidential, Gaithersburg, MD

PC/Network Technician

Install, upgrade, support and troubleshoot Windows OS, authorized desktop applications, hardware, and peripheral equipment
Resolved all major issues of client side such as login, printing and connectivity problems
Monitored IP network, responding to outages, debugged and diagnose LAN/WAN network and circuit issues with other Network Operations Centers and ISPs.
Coordinate and execute preventative maintenance and remedial repairs on computers, laptops, printers, and peripherals.
Installed Cat5/6, Pathway and terminated 110bloc and 66 block for more than 30 clients
Return defective equipment to maintenance inventory, document customer repairs, and maintain and restock parts inventory to maintain spare parts levels

Confidential, Rockville MD

General Manager

Oversee all production levels and quality of merchandise to the sales floor to optimize revenue generation.
Entrusted with $1.7 million revenue
I have, over the years been awarded numerous recognition for outstanding sales performance. Among them are:
President Club Award for higher performance in monthly sales revenue. July, August, September, October and November 2012.
President Club Award for higher performance in monthly sales revenue February 2013
Manage 42 employees in diversity environment
Facilitates the hiring, training, and retention of employees in retail and production of the store