SUMMARY:

• Exceptionally skilled in installing, repairing, maintenance and troubleshooting computer hardware and peripherals.
• Works well independently, or in a group setting providing all facets of computer support.
• Working knowledge of networking and securing devices.
• Knowledge and understanding of numerous software packages and operating systems.
• Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results.
• Excellent analytical and problem solving skills. Currently acquiring my security plus certificate.

AREAS OF EXPERTISE:

• SharePoint 2010 
• IE 8/9/10-Windows Server 2008R2/2012
• Windows 7/8/10 MS Office/Outlook 2010/2013
• Adobe Acrobat 
• DCS- Ports, Protocols and TCP/IP/DNS/DHCP
• Configuration
• Google
• BlackBerry Support
• IPhone Support
• Information Assurance
• Maas360-Bomgar
• Excel-Remedy 
• Service Now Remote
• Desktop- Dame ware
• Windows Operating System Migration 
• Imaging Application Installation/ Imaging Drives
• Virus And Malware Removal
• Networking
• Adobe Connect 
• Exchange 
• Project Management 
• Vendor Management
• Office 365
• SCCM
• Spice works Ticketing System
• Cabling
• Switches 
• Active Directory 
• Security Management
• Software Installations Cat5, Cat6, And Multimode
• Network Printers
• Restore Data And System Recovery
• Active Directory
• Domain Specified
• Domain Trust- Folder Permissions
• PST File Management
• LAN/WAN
• Java Configuration
• Workstation Setup
• Virtualization
• VPN
• COTS
• User Training
• Analysis
• Firewall
• Desktop
• Data Center
• Email security 
• Vulnerability assessment and pen test
• Incident Response

PROFESSIONAL EXPERIENCE:

Confidential

Tier 2 Desktop Support Specialist

Responsibilities:

• Provided Tier 2 level IT supports to 2,400 end users on a variety of technical issues.
• Develop, organize, and conduct training classes monthly and custom courses as necessitated by new software/hardware versions as well as user feedback and configuration changes
• Responsible for on-site support of computing devices (desktops, laptops, handheld devices, printers, etc.) and associated software at client locations.
• Configure, install and troubleshoot client-approved laptops, desktops, printers, network-connected copiers, scanners and other office IT equipment
• Configure, install and troubleshoot client-approved software elements including the operating system
• Maintain and upgrade software elements, including the OS. Move existing devices.
• Experience installing, hardening, deploying, documenting, and troubleshooting network perimeter security technologies Assist with maintenance of proper version of the installed software elements, including bug fixes, security
• Assist with data-spill cleanup, sanitization, and computer malware eradication in accordance with government and local policies and procedures.
• Notify customer in writing of improperly performing equipment and assist on replacement/repair of such equipment, and Perform hardware maintenance on equipment that is maintained in-house
• Responsible for moving, installing and removing (Moves, Adds and Changes (MAC)) on-site IT and related equipment in support of ongoing operational activities. Support-Shared Equipment Handling and Support management of shared equipment:
• Establish (or update existing ones) and maintain an equipment checkout system for short-term assignments of laptops and other portable IT equipment
• Ensure all portable IT equipment is current and ready for immediate deployment at all times
• Responsible for patch and vulnerability management and configuring and troubleshooting workstation peripherals
• Responsible for supporting and maintaining operating system workstations and servers, including web servers, in support of business processing requirements.
• Ensures workstation/server data integrity by evaluating, implementing, and managing appropriate software and hardware solutions
• Analyze, diagnose, document, resolve and, escalate reported issues and outages in a timely manner using Service Now Ticketing system.

Confidential

Tier 2 Technician

Responsibilities:

• Provided Tier 1, 2 levels IT supports to 4,500 end users on a variety of technical issues.
• Primary Technician for performing Software application installs, Computer updates, and running SCCM tools.
• Created and managed over 300 new user accounts using Windows Server to maintain data storage, applications, and communications by using Active Directory regularly to Create, disable/delete, and Add permissions to accounts, Password resets, and Group policies.
• Applied solutions day to day by restoring broken or intermittent connections, adjusting software configuration, installed patches and rebooted entire system.
• Created customer incidents in Remedy, the call tracking software for every call answered
• Blackberry Support, adding and deleting users to the HA/TMA network as well as other ad hoc tasks.
• Install Server printers, local printers on user machines, and Assist with work station setup and troubleshooting.
• Coordinate with team to ensure rapid response times and follow-up with customers.
• Ensure that all VIP calls are responded to immediately.
• Develop professional working relationship with customer to better understand business needs.
• Process customer orders, prepare correspondence, and fulfill customer needs to ensure customer satisfaction.
• Identify, research, and resolve technical problems
• Document, track and monitor the problem to ensure a timely resolution using BMC Remedy Ticketing System.
• Respond to telephone calls, email and personnel requests for technical support.
• Update and develop CAC policies and procedures.
• Coordinate and consult with Customer, Engineering, Desk side Manager, vendors and team members to meet customer requirements.
• Advise management of potential risks that may have impact on customer base and operating environment.

Confidential 

Tier 1 Support

Responsibilities:

• Negotiated Equipment and materials with customers
• Ensuring the continuation and enhancements of services.
• Install software, modify and repair hardware and resolve technical issues
• Provide base level IT support to 300 end users
• Display courtesy and strong interpersonal skills with all customer interactions
• Develop quick reference guides to assist end-users with challenging software application features
• Manage windows workstations including desktops, laptops, and tablets
• Ensure that remedy and spice works tickets are resolved or escalated
• Active directory- Account creation, Password resets, Group Policies.
• Develop client SharePoint Foundation 2010 sites and provide support as needed
• Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches and reboot system
• PC refresh and migration XP to Windows 7 and 8
• Process incidents/request in a high pressure, time sensitive environment via phone, email, instant messaging and desk side.
• Provide initial troubleshooting of problems including root cause analysis for desktop, laptop and printers(local / network)
• Perform administrative tasks including account creation, password resets and granting access to drives, folder and files in accordance to security guidelines
• Create and manage network accounts to include granting access to secured file shares
• Manage bench IT inventory
• Provide level 2 end-user technical support for windows 7 ,Microsoft Office ,Network connectivity