SUMMARY:

• Experienced and motivated professional who enjoys working with customer to resolve their end user issues
• Proficient in install and upgrade OS and networks to meet customer deadlines
• Applied knowledge of technical skills like configuration, maintenance, backup and support
• For Microsoft windows computers and trouble shooting network issues. To proved exceptional customer service.
• A+ certification, also obtaining Net + certified as well
• Clearable as well as clean background
• Have obtain a UAA/UA clearance to nuclear facilities

CORE CONCEPTS:

• Build and fix personal computers
• Implement, manage and maintain multiple operating systems
• Excellent organizational and communication skills
• Configure TCP/IP networks
• Download and install internet software (win7, XP and sever 2003)
• Experience operating maintaining Windows desktops and laptops

PROFESSIONAL EXPERIENCE:

IT Helpdesk Analyst

Confidential Largo, MD

Responsibilities:

• Provide exceptional Level 2 support for clients non - proprietary and proprietary information and applications
• Active Directory, Anti-virus: Trend, Malwarebytes, Superantispyware. Experience with Ethernet and TCP/ IP; using Problem Management/call logging systems
• Escalate to client level support or other support groups all complex problems or issues according to procedures established
• Provide excellent customer service support in a professional, patient and understanding manner
• Strictly adhere to all documented procedures to ensure a timely resolution and the highest level of customer service
• Ability to demonstrate experience supporting and/or using the following products and services: Microsoft Office applications, Windows XP, Email programs, Internet Explorer/Firefox, Basic hardware / software / networking questions, Citrix Operating Environment, BlackBerry, Java,
• Proven ability to organize and take direction; ability to recognize priority issues and escalate accordingly; understanding of PC skills including navigation, component use (e.g. modem, CPU and terms and acronyms); strong understanding of basic PC skills including navigation, peripheral component used
• Excellent organizational and follow-up skills with strong attention to detail; strong teamwork skills; possess strong work ethic

Team Lead

Confidential, Lusby, MD

Responsibilities:

• Precisely follow deployment procedures ensuring consistent quality upgrade of systems to Windows 7.
• Efficiently escalate risk and quality issues to the Deployment Team Leader for resolution
• Produce quality site deployment deliverables on time
• Provide excellent customer service to all Exelon employees
• Provide process improvement feedback to continually improve deployment activities
• Be able to handle imaging 10 to 20 workstations a day
• The image will be loaded at the site and specific machine configurations will be applied
• Image will be loaded over network, but a USB flash drives may be used to load image
• Be able to use existing systems to complete migration process.
• Experience in LAN implementations, TCP/IP, and connectivity.
• Well rounded skills on network, cabling, server, printer, and workstation installation.

Deployment Team Lead

Confidential, Gaithersburg, MD

Responsibilities:

• Responsible for the successful deployment, connection and configuration of the local network printers.
• Test each printer from each workstation and print a test page from each workstation.
• Deploy imaged machines. Turn on computer and assure connection to correct domain and workgroup.
• Check and configure all peripherals, test network connection and test network printer as well.
• Inventory machine after deployment. Inventory is to be completed every day and must be verified before moving on to the next site.
• Clarify and escalate issues as they occur in the rollout process.
• Provide communications between customer, Project manager and team members.

Help Desk Technician

Confidential, Upper Marlboro, MD

Responsibilities:

• Maintained, Backup and trouble shoot operating systems errors
• Upgraded operating systems as well change hardware component to match operating system requirements
• Installed and reinstalled operating systems and upgrade hardware component with correct software drivers
• Communicated and explained to the customer how virus adware and malware infected and effected there computer
• Reimaged hard drives and configuring hardware to operating system

Sales consultant

Confidential, Laurel, MD

Responsibilities:

• Greeted customers, informed them of our services, and created a match between their needs and our inventory
• Sold vehicles and vehicular accessories
• Continually met sales goals
• Promoted from entry level sales consultant to directors club level to sliver club level then President Club level within two years

Sales Specialists

Confidential, Columbia, MD

Responsibilities:

• Promoted from sales associate to team leader to sales specialist of the fashion plumbing department within 3 years
• Maximized the overall sales and merchandise maintenance of the fashion plumbing department
• Understood the interconnectivity, functionality, pricing and design of plumbing and bathroom merchandise and was able to effectively and efficiently communicate necessary information with customers
• Operated store equipment on a daily basis to support my position, including but not limited to the telephone system, the computer system, copier machine, fax machine, forklifts, and pallet jacks
• Made recommendations to improve and enhance the departments efficiency and operational procedure

Lead Technician

Confidential, Ellicott City, MD

Responsibilities:

• Configured TCP/IP network setting
• Conducted troubleshooting network connection to printer
• Oversaw the daily performance of computer systems
• Answered user inquiries regarding computer software or hardware operation to resolve problems
• Entered commands and observe system functioning to verify correct operations and detect errors
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
• Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Referred major hardware or software problems or defective products to vendors or technicians for service
• Developed training materials and procedures, or train users in the proper use of hardware or software
• Conferred with staff, users, and management to establish requirements for new systems or modifications

Customer Service Representative

Confidential, Washington, DC

Responsibilities:

• Followed company procedures and policies for all type of sales transactions including cash, check, charge, split payments, markdowns, gift - certificates, tax-exempt, and voids
• Maintained a consistently positive, pleasant, service-oriented demeanor when communicating with others either in person or by phone
• Located inventory using detail product identification codes