SUMMARY:

• Exceptional listener and communicator, who effectively conveys information both verbally and written, has an excellent use of judgment, and has the ability to solve problems efficiently.
• Productive worker with solid work ethic who exerts optimal effort in successfully completing tasks
• Proven relationship - builder with unparalleled interpersonal skills.
• Energetic performer consistently cited for unbridled passion for work, sunny disposition, and upbeat, positive attitude.
• Remarkable customer service & telephone etiquette

TECHNICAL SKILLS:

• Microsoft Office Suite, Microsoft Exchange Console, Windows XP, Windows 2003, Windows 7
• ActivClient Agent, Active Directory, Net Meeting and remote Desktop connection software, Network Scanning and Patching, DameWare, DCO Chat, CMD prompt, Adobe Professional, External WiFi card configuration, Blackberry Exchange Server, SharePoint, Remedy, Citrix, Printer Configuration, Browser Configuration, ans Access Control.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Tier II Service Desk Technician

Responsibilities:

• Presents, Maintains, analyzes, and troubleshoota software and computer peripherals
• Designs, installs, and configures network systems, servers, printers, peripherals from out-of-the box IT solutions
• Ensures all tickets requiring follow-up work and/or calls are resolved
• Assists call center with achieving call center goals as needed
• Acts as second level of support responding to customer inquiries received through facsimile, e-mail, telephone or other communication method.
• Manages IT support maintenance service contracts, warranty services with technology manufacturers
• Operates/repairs equipment and machinery as assigned
• Guides and trains other employees on the use of IT equipment and newly loaded softwares on cpu inspects office equipment and performs inventory.

Confidential, Silver Spring, MD

IT Support Technician

Responsibilities:

• Manages and fulfills IT service, and hardware and software contracts with the highest quality of service, accuracy, cost effectiveness, and complete customer satisfaction
• Design, install, and configure network systems, servers, printers, peripherals from out-of-the box IT solutions
• Serves as first point of contact within the IT department resolving issues as received
• Assist call center with achieving call center goals as needed
• Provide tier-2 level helpdesk support for field technicians and customers on PCs, servers printers and peripherals
• Manages IT support maintenance service contracts, warranty services with technology manufacturers
• Operates/repairs equipment and machinery as assigned
• Guides and trains other employees on the use of IT equipment and newly loaded software’s on cpu
• Inspects office equipment and performs inventory checks
• Performs other duties as assigned.

Confidential, Washington, DC

IT Helpdesk Technician

Responsibilities:

• Served as the first line of technical support on IT contract with State Farm
• Answered customers seeking assistance questions and inquiries to the best of my knowledge
• Provided assistance with troubleshooting computer issues, network issues, or peripheral repairs
• Provided timely and quality repairs of office products to ensure no work stoppage
• Entered all incidents/work orders into ticketing system, recording resolutions where applicable
• Ensured computers were patched and installed/updated software on workstations
• Provided lite training and resources for new softwares
• Served as the lead contact to assist IT department with IT issues in State Farm offices
• Performed other duties as assigned

Confidential, Silver Spring, MD

IT Support Specialist

Responsibilities:

• Received all incoming calls from internal employees requesting IT assistance
• Provided both onsite and remote assistance, resolving issues on first call where applicable
• Administered and configured workstations and network accounts as well as other office equipment where needed
• Escalated calls as required
• Maintained clean, orderly, and organized work area for greater productivity
• Documented issues from start to finish for knowledge base articles
• Entered and tracked ticket from start to resolution using the Remedy ticketing system.
• Performed administrative and hands on IT task, helping in other departments as requested/needed

Confidential, Lanham, MD

Geek Squad Intelligence Agent

Responsibilities:

• Assisted with technical issues as tickets received, resolving issues where applicable
• Repaired computer systems, gaming systems, and various electronic peripherals as received
• Performed basic testing to determine product needs and service solutions
• Answered phone and assisted customer with inquiries and or routed call to appropriate personnel
• Maintained clean and orderly checkout areas
• Facilitated in-store sales, upgrades, installations and services
• Bagged, boxed, and or wrapped merchandise and prepared packages for shipment
• Monitored checkout stations to ensure they had adequate cash available and that they were staffed properly
• Calculated total payments received during a time period, and reconciled this with total sales