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.

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.

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

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.

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

Deployment Technician

Responsibilities:

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

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.

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.