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Pc Technician  Resume

Washington, DC

SUMMARY:

  • Ability to troubleshoot hardware and software issues
  • Advanced knowledge of networking concepts - - TCP/IP, NAT, DHCP, VPN, WAN
  • Ability to setup and troubleshoot servers utilizing Microsoft Small Business Server 2008/2011 and Microsoft Windows Server 2008/2010/2012
  • Ability to setup, configure, and troubleshoot Microsoft Exchange 2007/2010/2013 and Hosted Exchange via Office 365
  • Ability to communicate effectively and efficiently both written and orally
  • Ability to listen effectively.
  • Well versed with Internet Explorer (IE) versions and IE 9 and advanced versions.
  • Ability to work independently and exercise sound judgment
  • Ability to maintain confidentiality and keep a professional demeanor.
  • Ability to recognize, analyze and solve problems successfully.
  • Ability to learn, and apply knowledge in an effective and efficient manner
  • Ability to lift/push/pull up to 70 lbs.
  • Expert knowledge of installing and configuring enterprise-level anti-virus software
  • Expert knowledge of Microsoft Windows Desktop Operating Systems and Office Products, including configuring of Microsoft Outlook
  • Expert knowledge of setting up and configuring wireless networks and network printers
  • Advanced knowledge of DNS and domain name management
  • Advanced knowledge of hardware and software firewalls, routers, and switches
  • Advanced PC repair -- testing of hardware components; replacing hardware in servers, desktops, and laptops
  • Understanding of physical networking concepts, including terminating CAT5(e) cable
  • Problem-solving oriented and strong capability to take initiative
  • Professional competency in French and English with exceptional interpersonal and multi-cultural skills

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

PC Technician

Responsibilities:

  • Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
  • Installs, configures, and upgrades computer hardware and software.
  • Provides end-user software troubleshooting and support.
  • Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions.
  • Provides troubleshooting and support.
  • Assists in the administration of e-mail systems.
  • Provides phone and help-desk support for local and off-site users.
  • Maintains current knowledge of relevant technologies as assigned.
  • Participates in special projects as required.
Confidential, Largo, MD

Tier 1/2 Service Desk Technician

Responsibilities:

  • Responsible for resolving end user’s technical issues through phone and help-desk support.
  • Assisted customers with local or off-site support.
  • Analyzes incidents and determines level of support required.
  • Applied diagnostic techniques to identify problems, investigate causes, and recommend solutions for resolution.
  • Log and prioritize calls and provide reports as required for Service Level Agreements (SLAs).
  • Evaluated and analyze customer problems and log the details in the ticketing system.
  • Provided support for all Information Technology products and services.
Confidential, Springfield, VA

Deployment Technician

Responsibilities:

  • Inventory existing PCs locations, type, peripherals etc.
  • Deploy Windows 7 machines
  • Install printers
  • Install standard healthcare peripherals
  • Zebra printers
  • Signature pads
  • Barcode scanners
  • Assist users with copying files from old devices to the network
  • Able to follow documented instructions for either software/hardware installations
Confidential, Reston, VA

Tier 2 Support

Responsibilities:

  • Supported PC and peripheral installation.
  • Performed troubleshooting for Macs, Linux, Windows machines, Android; IOS mobile devices problem, incident recording, and problem resolution/escalation.
  • Supported troubleshooting of network issues (IP configuration, bandwidth, DNS & command line tools, Ping, etc.)
  • Provided accurate and timely logging of issues and resolutions in the ticketing system.
  • Interacted with external users to obtain and convey concise problem information in a professional manner by phone, email, and in person.
Confidential, Bethesda, MD

Deployment Technician

Responsibilities:

  • Migration of Windows XP to Windows 7
  • Imaging desktops/laptops
  • Desktop/ laptop encryption.
  • Setting up user accounts and peripherals.
  • Mac deployment and Migration
  • Experienced with ServiceNow ticketing System
Confidential, Mclean, VA

Deployment Technician

Responsibilities:

  • Migration of Windows XP to Windows 7
  • Imaging desktops/laptops
  • Desktop/ laptop encryption.
  • Setting up user accounts and peripherals.t
Confidential, Silver Spring MD

IT Technician Volunteer

Responsibilities:

  • Load, configure and verify a variety of software applications on user computers. Deploy, refresh and update operating systems on PCs and MACs
  • Implement deployment of new end-user computers and peripherals plus other deployments, updates, and swaps of desktops, laptop computers, and associated hardware.
Confidential

Help desk Consultant

Responsibilities:

  • Performed Help Desk Support for Windows XP and Windows 7 Pro (x32 or x64) bit operating systems.
  • Troubleshoot issues ranging from company proprietary programs to 3rd party applications and to MS Office 2003, 2007, 2010 and related MS Business Programs (Visio, Visual Studios, etc.).
  • Supported MS Office 2007 daily issues ranging from corrupt driver files to issues with saving MS files on a shared drive and it does not allow user to save, was working with MS Support on this issue.
  • Provided 1st and 2nd line support either from phone, ticket or project related requests.
  • Opened, Maintained and Edited Ticket Requests using the Service Request Ticketing System.
  • Used Service Request (Assets) scanned newly configured machines to our network in order to better keep track of system information ranging from hardware and software updates / changes.
  • Used Symantec Ghost V11 to ghost individual machines ranging from factory to basic to specialized ghost images.
  • Created / Maintained / Edited Active Directory and Exchange 2003 and 2010 Accounts.
  • Updated and Maintained technical documentations such as New User AD / Exchange account setup instructions, New User Information Sheet (For New Hire’s), Imaging Process Creation Sheet.
  • Troubleshoot and worked with Dell, Compaq HP Support on PC and printer issues such as roller changes, image roller update/changes, replacement of spare part.
  • 1st line support/security for internal wireless access. (Made sure client machines were correctly working in regards to wireless setup.
  • Wireless was used to have access to the internet specifically for BIAO (African Bank) visitors and/or clients.

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