SUMMARY:

• Excellent communication and interpersonal skills.
• Proven team player skills.
• Great customer service and situational skills.
• Ability to learn new technologies extremely quickly.

TECHNICAL SKILLS:

• Proficient with Windows XP, Vista and Windows 7/Windows 8 enterprise operating systems.
• Experience with Microsoft Office suite 2007/2010/2013
• Well versed with Outlook.
• Skilled with hardware troubleshooting and software applications.

PROFESSIONAL EXPERIENCE:

Confidential

Technical Support Specialist

Responsibilities:

• Provide Desktop/Helpdesk support for Bethesda site.
• Helpdesk support for remote users from Chicago headquarters, field users, and other remote satellite offices.
• Travel to special project sites for technical assistance. Setup of hardware rollout and support for trainees when needed.
• Support for windows 7 and Windows 8
• Creating and administrating AD accounts as well as unlocking accounts.
• Creating exchange accounts for users as well as exchange distribution groups and some admin.
• Create and configure Lync accounts for users.
• Provide video/audio conference support through Crestron/Polycom bridging technology.
• Movement of IT equipment for office moves and engineering purposes
• Issuance of VPN certificates and troubleshooting.
• Trouble shooting multiple software and hardware issues onsite and remotely.
• Imaging of laptops and desktops - including upgrade of equipment for Bethesda site and remote users.
• Activation and troubleshooting of mobile company phones.
• Troubleshooting and issuance of pin for access to good for mobile email encryption software for users.
• Creating Cisco Voip accounts and some administration of user profiles
• Assisting engineers with network troubleshooting/testing/
• Emergency onsite support/maintenance of network equipment. (overheating, rebooting, swapping)
• Providing technical support to President and other senior executives in Bethesda office.
• Supporting users through footprints ticketing systems and calls. Escalating to other teams when necessary.
• Administrating membership in citrix and managing sessions (for users) as well as citrix icon creation in appsense
• Trouble shooting of winmagic encryption software for laptops and desktops.
• Management of inventory for all of Bethesda site - inventory updated weekly.
• Proper documentation of licenses for software in ticketing system.
• Using Varonis data management as a tool to audit file/group permissions and for recovery purposes.
• Writing reports and investigating different issues related to technical operations.

Helpdesk Engineer

Responsibilities:

• Supporting users through ticketing and phone systems while providing prompt & professional assistance.
• Unlock account or reset passwords for users through AD.
• Extending contractor network accounts.
• Troubleshoot VPN issues through Cisco Servers logs & AD accounts.
• Recovering lost data for users.
• Session shadowing using Citrix to support small group of thin client users.
• Creating VPN profile for new users.
• Activating and resetting Blackberry phones through BES
• Trouble shooting Blackberry phone issues.
• Installation of various applications via push through Landesk or remote installation.
• Provide/customize loaners for users and their departmental needs.
• Map users to network shares, network printers and other network resources for users.
• Disable AD accounts for users.
• Add and remove users to exchange distributions list via AD
• Repair start-up issues, BSOD, Monitor issues. & temporary profile issues.
• Remove viruses, Trojans, spyware, & malware using various techniques, utilities, and apps.
• Adding/removing computers to ACS domain.
• Troubleshoot common LAN issues and Wi-Fi issues.
• Escalate tickets while working with tier II and III including IT security, Network, Storage, Window Admins for resolution.
• Using system restore to undo harmful changes to user systems.
• Recreating user profiles on computers and making required changes to registry.
• Backing up user data and images through Norton Ghost and reimaging of computers when necessary.
• Repairing, troubleshooting, and reinstallation of Microsoft office suite.
• Helping users with computer performance issues by defragmenting, scanning, applying GP updates etc.
• Support windows 7, XP and Mac OS 10 in D.C., Ohio, remote and, field users.
• 85 percent remote support -15 percent Desktop support.

IT specialist

Responsibilities:

• Deployment of new HP laptops/Desktops, Cisco Voip phones and HP monitors to FTC staff.
• Contacting customers in timely and professional manner through phone/e-mail to schedule PC migration.
• Using Norton Ghost to image new Laptops/PC through network.
• Backing up all customer documents, favorites, files, E-mail archives etc. over the network to new equipment.
• Using admin account - installing appropriate programs contingent on customer’s organizational codes from network servers.
• Verifying availability of licenses of installed programs as well as registering/applying appropriate serial codes.
• Adding network printers and local printers to newly added machines.
• Meeting with customer during deployment to verify data integrity as well as program functionality.
• Verifying Cisco Voip phones for functionality and call integrity.
• Following up with client to trouble shoot any minor issues and adjustments with apps/hardware
• Documentation of all hardware being deployed and returned.

Hightower Technology Consultant

Responsibilities:

• Working with High Tower Financial in a Helpdesk/Desktop support role.
• Maintain, install, and support A/V Equipment
• Trouble shooting, configuration & training end-users on various applications & office suites
• Troubleshoot & Set up users with network printers and local printers.
• Applying updates, patches and hot-fixes to various applications to solve issues and/or security vulnerabilities.
• Analyzing, troubleshooting and/or replacing hardware related problems as needed.
• Working alongside Technology & Applications manager to resolve user problems for 3 advisory office sites.
• Recommend hotfixes/updates to IT management for troubleshooting purposes as well as technology related appliances or accessories.
• Remote into client computers to assist in trouble-shooting issues.
• Creating user accounts in Active Directory/unlocking user accounts passwords.
• Analyze and troubleshooting network issues.
• Configuration of Apple products (iphones and ipads) with office outlook and calendar.
• Trouble shooting CRM, setting up outlook, excel, working with windows 7.

Related technologies, IT Technician

Responsibilities:

• Working with Tdx & United colors of Benettons in deployment of new Point of Sale systems in multiple retail stores.
• Properly wiring patch cables and peripheral connections such as credit card machines, pin pads, scanners, cash registers, and register displays.
• Installing new switches and establishing connections with the Benettons domain.
• Verifying that Managers and sales personal can login to Benettons domain though web portal website.
• De-installation of old pos systems and removal of hard drives to be wiped for sensitive data.
• Working in a in Pc deployment/Data migration project for the Littler Mendelson Law firm.
• Working with IT regional in pre-deployment to update new laptops for 47 users in both DC offices.
• Given an administrative account with Littler Mendelson for Data migration and configuration of new laptops and Desktops towards a Windows 7 environment.
• Installing drivers and adding multiple network printers/fax machines to user accounts.
• Re-imaging of faulty/Corrupt computers through network using pxe boot and Sccm.
• Maintaining Chain of custody for Computers on litigation hold.
• Maintaining Inventory of all laptops/desktop to be wiped for data.
• Configuring Bios from default settings, Retrieving/Inputing bitlocker keys and creating snapshots of system for bitlocker.

Computer Technician

Responsibilities:

• Working under BLM Technologies to assist on IT related projects
• De-installation & installation of networked computer rooms for financial institution Confidential .
• Decommissioning and staging of PC’s peripherals, printers etc.
• Setup and configuration of point sec secured network pc’s

Technician

Responsibilities:

• Cordially scheduling convenient times with customers to solve their computer problems.
• Quickly Trouble shooting computers to see if a software issue might resolve the problems.
• Repairing Dell laptops and desktops onsite including but not limited to LCDs motherboards and hard-drives.
• Properly configure newly imaged hard-drives for clients.
• Explaining to clients procedures and ensuring their needs are met.
• Making sure that clients products are suited with proper antivirus and warranties if desired.
• Pick-up appropriate parts from Fed-ex drop off point and return unused parts to Del