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Infrastructure Technician  Resume

Bristol, VA

SUMMARY:

  • A result - oriented, flexible, and versatile IT professional focused on providing excellent customer service, contributing to a positive team-oriented environment and fostering a lifelong learning attitude.
  • Ability to develop strong internal/external working relationships, achieve consistent and meet timeline objectives.

PROFESSIONAL EXPERIENCE:

Infrastructure Technician

Confidential, Bristol, VA

Responsibilities:

  • Provides day-to-day problem resolution to end-users regarding their PC hardware and software applications, along with problem resolution for all other IT assets onsite (e.g. LAN, servers, etc.)
  • Also provides support for the design, procurement, installation and configuration of all site IT infrastructure to support effective and efficient technology use at the site (e.g. electrical power, LAN, servers, disaster recovery, etc.)
  • Perform asset management functions for all IT assets within the site.
  • Work under minimal daily supervision, receiving guidance from manager/supervisor about the work that needs to be completed. Able to exercise high level of discretion and latitude in completing tasks.
  • Responds to end-user requests for help solving PC hardware, software, peripheral, or production equipment related problems or issues.
  • Prioritizes problems based on severity, urgency, and impact to the business, while tracking all outstanding incidents until successful resolution.
  • Troubleshoots any technical difficulty with PC hardware and software issues, internet, network applications, configurations and peripheral equipment.
  • Works with enterprise support groups and outside vendors to resolve problems or issues.
  • Coordinates with vendors to move, install, upgrade, remove and configure site IT assets and supporting infrastructure.
  • Constantly review new technology and updates then implement current software and updates while maintaining security.
  • Maintains the asset management system (additions/changes/deletions) for accurate tracking of all IT assets within the site.
  • Supports and conducts routine audits of site IT assets and processes to ensure compliance with established company policies and procedures.
  • Install new network, phone, fiber, and TV cable as needed for new offices and employees.
  • Performs other related duties and participates in special projects as assigned.

Desktop Technician Site Lead

Confidential, Virginia Beach, VA

Responsibilities:

  • Conduct interviews of new personal and test technical skill level of potential new hires.
  • Plan, coordinate, and schedule sites and technicians based on needs and skills.
  • Document and record all issues and solutions related to migrations involving Windows XP to Windows 7.
  • Use PCT Transplant, USMT, EasyFile Transfer, and manually transfers to secure user data on new PCs.
  • Provide user checklist and one on one support to users to ensure smooth transfer from Windows XP to Windows 7.
  • Provide first level escalation point and resolution for team members dealing with troubleshooting.
  • Meet with site points of contact to plan, Q & A, and review upcoming migration.
  • Lead teams of 1 to 6 technicians in partial or complete upgrades.
  • Identify and record any potential issues during a scout that may impact the migration.
  • Secure all user data and equipment in proper areas with records of user, hardware, and hard drive.
  • Document any issues that occurred while working on site and the solutions used to fix the issues for future migrations.
  • Coordinate with team members about PC inventory, time management, collecting user sign offs, and disposition of old equipment.
  • Perform audits and surveys of other technicians to ensure proper policies and security measures are correctly used.

Survey/MAC Technician

Confidential

Responsibilities:

  • Work in a team of technicians to survey and replace 6,700 PCs inside the Sentara Medical Hospitals across Eastern and Northern Virginia.
  • Work within a medical setting without disrupting the medical staff while reaching targeted numbers of surveys and installs.
  • Survey old assets to identify software, user data, network settings, peripherals, and any special hardware that will need to be loaded or installed on new PC.
  • Use multiple tools to locate and record PCs across multiple sites (Dameware, Remote PC Lookup, RDP, Wavenet, DMT).
  • Push new software and install peripherals in remote location to minimize user downtime.
  • Install all hardware, transfer all user data, and complete work orders in a timely fashion with zero to minimal issues.
  • Record all surveys and installations in database system in a timely manner, noting any and all special instructions for the PC.

Technician Lead

Confidential

Responsibilities:

  • Review and survey currently used software, and then make a basic image for all systems to be pushed from server.
  • Work with local IT staff to better understand requirements of specialized software and configurations of the software.
  • Plan, schedule and deploy multiple technicians across multiple sites.
  • Complete a timely rollout of all PCs within set time limit to ensure no downtime for client.
  • Quickly identify and troubleshoot any issues with software, hardware or peripherals.
  • Create imaging desk for local IT with basic image of each type of system.
  • Maintain a current and complete database of each PC with all current installation notes.
  • Remove and secure all legacy equipment to proper areas. Correctly record piece for piece user data.

Bristol, VA

Technical Support Specialist

Confidential

Responsibilities:

  • Work as a member of a team of technical specialists to support customers over the phone with technical problems related to cable, internet and phone.
  • Diagnose customers issues over the phone, and offer solutions to the issue while giving easy to understand instructions.
  • Work under heavy call volumes in a timely manner, while making sure the issues are resolved correctly.
  • Troubleshoot and correct issues with minimal to no provided information.
  • Record clients issues, cause of issues, steps used when troubleshooting, and solutions for each call.

Computer Support Specialist

Confidential, Richmond, VA

Responsibilities:

  • Work as a member of the desktop migration team responsible for the refresh of all desktop, laptop, and tablet devices at 2,900+ sites across the Commonwealth of Virginia. This included the installation and troubleshooting of more than 75,000 PCs across the state as part of the VITA/Northrup Grumman partnership.
  • Lead teams of 1 to 6 technicians in partial or complete upgrades and identify and record any potential issues during a scout that may impact the migration.
  • Train new techs how to transfer profiles and software.
  • Installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance.
  • Deploy multiple laptops and desktops daily.
  • Ensure all data has been carried from legacy asset to new equipment and configure new equipment to the environment, including mapping drives, adding printers, installing peripherals and setting up outlook.
  • Test and troubleshoot PC, PDA, printer and software problems.
  • Coordinate with team members about PC inventory, time management, collecting user sign offs, and disposition of old equipment.

Computer/Rollout Technician

Confidential, Knoxville, TN

Responsibilities:

  • Contract job at the Cingular Call Center to do a large PC rollout within allotted time frame. For this job, it was required to work in a team of 18 personnel to install 70+ PCs per day and accomplish the job in a three week time frame. Worked in a team of 6 to unbox, assemble and prep PCs two days a week, and install and configure two days a week.
  • Set up staging area to prep PCs for quick deployment.
  • Install and configure PCs with end user software.
  • Migrate user data from legacy asset to new equipment and ensure user access to applications and data.
  • Complete Q & A of all system software and functions of new equipment.

Printer Technician

Confidential, Norwell, MA

Responsibilities:

  • Contract job at USPS to install one HP network printer.
  • Setup and test new unit with LAN and WAN devices.
  • Monitor and troubleshoot any issues as device was installed and tested.
  • Close attention to detail to provide customer satisfaction and hands-on training of usage to users.

ITE Intern

Confidential

Responsibilities:

  • Maintenance and upkeep of all PCs, LAN workstations/servers, network, and devices. Monitoring, evaluating and troubleshooting of network/workstations errors. Also installing new network devices and cabling of new drop points.
  • Installed, troubleshot, repaired, replaced, and operated computer and networking hardware.
  • Installed, troubleshot, repaired and replaced computer software.

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