TECHNICAL SKILLS:

Operating Systems Installations for: Windows 7, Windows 8, Windows 10, Mac OS, Microsoft XP; Data Migrations and PC Images

Software Applications: MS Office Suite 2000, 2003, 2007, & 2010 (Access, Excel, PowerPoint, Word); Norton Ghost; installing drivers, Sharepoint, Active Directory, Track It; SQL Server 2008; Oracle; CIC; Securedoc; VMWare Server, and Sales force.

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports), easy suites cable, USB, network transfer. Mac OS, Iphone, and Ipad

Clerical skills: data entry; customer service support (both on the phone and in person). Excellent customer service for remote users.

PROFESSIONAL EXPERIENCE:

Confidential

IT service desk analyst

Responsibilities:

• Provide technical assistance and support for incoming queries and issues related to computer system, software, and hardware
• Create and close tickets using ServiceNow
• Escalate unresolved or complex queries to the next level of support
• Communicate with other internal departments and support groups to ensure quality service and support
• Provide assistance with trouble shooting Outlook, VPN, and computer hardware
• Provide administrative management using Active Directory active roles
• Provide remote desktop support using Bomgar
• Adhere to all documented procedures to ensure a timely resolution and the highest level of customer service

General Dynamics IT

Responsibilities:

• Provided call center technical phone support for pc and mac os users
• Provided Email/Chat support for online and remote users
• Provide support for clients non - proprietary and proprietary information and applications
• Ensure detailed explanations of user problems are entered into Problem Management System
• Interact with other internal departments and support groups to ensure quality service and support
• Provide excellent 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
• Provided troubleshooting for operations systems and software installation on PC and Mac
• Help Desk is open 24/7 for students, staff, and faculty
• Create and close tickets using the ticketing system Salesforce and remote support using WebEx

I.T. Technician

Responsibilities:

• Provided quality assurance testing for newly imaged PC images.
• Audio Visual support for video conferences (laptops, phones)
• Support and troubleshoot issues related to printers
• Supported Cicso VOIP phone configuration and deployment
• Performed over the phone troubleshooting to end users

I.T. Support Intern

Responsibilities:

• Data migration for 20 users weekly using easy suites cable, USB transfer, and network transfer to upgrade systems to Windows 7.
• Monitored account access for 25 users weekly using Active Directory and Sharepoint Excel
• Imaged 20 PC desktops and laptops daily using Symantic Ghost
• Performed hardware assessment to identify damages on components
• Outlook, internet connection, and hard drive troubleshooting