TECHNICAL SKILLS:

Operating systems: Windows XP, Windows Vista, windows 7, windows 8 and 10, Linux, MAC OSX, Windows 2003 Server, Windows 2008 Server, windows 2012 server

Applications: Exchange Server 2003 - 201 0, Microsoft Office 2007 - 201 3 Outlook 2003 - 201 3, Visio, MS Project and MS Publisher, Norton and MacAfee antivirus software

Server Software: Symantec Endpoint, McAfee, Symantec Backup Exec, Norton Antivirus, Microsoft firewall, ARC Backup Server, Active directory ( AD ).

Support Software: Log Mein, Remote Desktop Connection, VMware, Ghost, SCCM

Hardware: HP, DELL, COMPAQ, SONY and GATEWAY Workstations and Servers, HP Printers, Scanners, Laptops and Notebooks. MacBook, MacBook Pro, Switches, Routers including some Cisco

Protocols: DNS, TCP/IP, NETBEUI, WINS, DHCP, ETHERNET, FAST ETHERNET

PROFESSIONAL EXPERIENCE:

Tier 2 Desktop Support

Confidential, Lanham, MD.

Responsibilities:

• Working with HP KISAM ticketing system resolved Break/Fix laptops, network printers, network connective issues and hardware and software.
• Working with Active Directory, adding a new user account, removing and adding computer, resetting and unlock user account and password.
• Working and troubleshoot Microsoft Office 2007, 2010, 2013 and office 365, creating new Outlook profile and setup PST folders for users.
• Troubleshoot VPN and WI-FI connectivity issues,
• Working with Microsoft SharePoint
• Support VoIP phones for users
• Working with windows XP, 7, 8 and 10
• Support and installing network printers
• Break/Fix laptops

Tier 2 Desktop Support

Confidential, Gaithersburg, MD

Responsibilities:

• Working with Service Now ticket system, creating and resolved tickets
• Troubleshoot wired and wireless network connectivity issues including Internet using network tools
• Solving application problems, Windows 7, 8 and 10, Microsoft Office 2010, 2013, 2016, Office 365, Skype for Business, Lync 2013, Microsoft Cloud System, MacAfee, Symantec Endpoint Protection,
• Troubleshoot Outlook 2010 - 201 3 email systems, repair PST files using ScanPST utility, creating Outlook profiles if necessary.
• Troubleshoot Lenovo, HP laptops and Microsoft Surface Pro Tablets.
• Imaging systems using SCCM integrated with Ghost
• Troubleshoot and install network printers.
• Troubleshoot VPN and Remote connectivity related issues including firewalls, TCP/IP, routers
• Working with Microsoft Clouds, Migrate Office 2010 application to Office 365 including data migration for users
• Working with Active Directory ( AD), reset and creating password for users, unlocked user account
• Support Smart Phone Devices (iPhone and Android), IPad and Microsoft Surface Pro 3.0 - 4.0
• Setup and configure Cisco VoIP phones including voice mail.
• Working with SharePoint
• Troubleshooting MAC with Office 2011
• Support and troubleshoot WAN and LAN networking

Tier 2 Desktop Support

Confidential, Washington, DC

Responsibilities:

• Working with the Remedy ticket system: creating new tickets, closing and resolution the tickets.
• Working with the new technology like supporting windows 8.1, XP, windows 7,
• Follow the guide line of the ticket to able to troubleshoot and solve computers, network connectivity issues including: Internet connection problems, connecting to the domain server.
• Working with Microsoft Office Suite 2007 -201 3 including Outlook.
• Troubleshoot, reconfigure and setup Outlook.
• Working with PST and OST files, repair and creating new Outlook profile
• Working with Active Directory Service: deleting, create and resetting password for users. Setup computers account for user, deleting and creating new computers.
• Setting up and troubleshoot network connectivity issues including cisco phones and Internet.
• Working with network printers: troubleshoot network connectivity issues, setup TCP/IP address.
• Imaging new systems using SCCM and Ghost software.
• Working with Assets Management; reassigning user as an owner or removing users’ name from the old computer.
• Support users remotely user Remote Desktop Connection or Jabber software all over the country.
• Working with wired and wireless network including DHCP and TCP/IP protocol.
• Working with VPN: setup reconfigure for remote user.

Tier 2 Desktop Support

Confidential, Alexandria, VA

Responsibilities:

• Provide Help Desk support for user if they needed
• Troubleshoot hardware and software
• Repair, configure and setup MS Outlook and PST files, create additional mail boxes for users in Exchange Server.
• Restored any PST files for users.
• Migrate outlook to Cloud
• Troubleshoot and configure network and local printers
• Troubleshoot and repair laptop and desktop computers
• Help users to reset password
• Monitor and troubleshoot Remedy tickets
• Imaging and deploying new systems

Tier 2 Desktop Support

Confidential, Baltimore, MD /Washington DC

Responsibilities:

• Deploy desktops and laptops computers
• Migrate from windows XP to Windows 7 and Image new systems using SMCC and/or Altiris and Ghost image software
• Troubleshoot network connectivity issues using network tools
• Deploy, configure and install network and local printers.
• Add, remove and maintain users account and computers using Active Directory.
• Monitor troubleshooting Remedy ticket system
• Provide Help Desk support for end users with any software and hardware issues over the phone, in person and remotely.
• Configure, manage and troubleshoot email accounts also create additional email boxes and policies for Exchange Server 2003 and Outlook 2003.
• Configure and recover Outlook’s PST files.

Tier 2 Desktop Support

Confidential, Rockville, MD

Responsibilities:

• Configure and troubleshoot hardware and software including Laptops and desktop computers.
• Monitor tickets either by email or using the Remedy ticket system.
• Troubleshoot network connectivity issues using diagnoses utilities tools like (ping, tracer and nslookup).
• Install and troubleshoot network and local printers.
• Troubleshoot and repair VPN connections throw remote connection.
• Image new system using either ghost and/or Microsoft imaging system
• Setup, configure, troubleshoot and install Outlook, mail boxes and email accounts. Configure and setup PST files for Outlook.
• Maintain the Microsoft Deployment Toolkit (MDT) image platform
• Perform user account setup and verification on Laptop hard drives.

Tier 2 Desktop Support

Confidential, Alexandria, MD

Responsibilities:

• As a Team Leader, troubleshooting and configuring Laptops and Desktop computers.
• Provide desktop support for over 10,000 clients by phone or in person as needed to minimized downtime.
• Manage email account and policies with MS Outlook and Exchange Server
• Working with PST files, adding additional mail boxes and email accounts
• Troubleshoot and support MS office 2003, 2007 and 2010 for clients
• Solve and troubleshoot network related issues including TCP/IP. Performed set-up, break-down and transport of agency equipment on an as needed basis. Replace hard drives, memories, screens and keyboard on a MacBook and MacBook Pro laptops, Reset hardware setting by using NVRAM command on MacBook and MacBook Prop. Install Operating System and troubleshoot software and hardware.
• Monitor Remedy troubleshooting tickets system.
• Setup, design and troubleshoot network using Ping, Tracers, Nslookup and other network troubleshooting tools.

T ier 2 Desktop Support

Confidential, Laurel, MD

Responsibilities:

• Provide second level support to internal help desk to resolve user concern with specific applications including windows XP and 7 and other industry applications
• Support, Install and configure VMware with different windows environment
• Install VMware in different supporting applications.
• Replacing motherboard on a MacBook and MacBook pro. Troubleshoot hardware and software using a verity of commands on Apple laptops.
• Troubleshoot network connectivity issues on a MacBook and MacBook Pro.

Tier 2 Desktop Support

Confidential, Silver Spring, MD

Responsibilities:

• Responsibilities include: configure and analyst/resolution of hardware and software. Troubleshoot and supporting for workstations and Servers. Maintain securities for WAN and LAN environment. Providing help desk support for client. Implement firewall securities for Servers. Maintain and troubleshoot network connectivity issues.
• Working with MAC Books Pro, replacing defected parts, upgrade and install MAC OSX.

Confidential, Rockville, MD

Responsibilities:

• Troubleshoot and maintain Server and workstations
• Support network connectivity issues using network tools
• Working with Active directory, enable user account, resetting password
• Troubleshoot hardware and software