SUMMARY:

• Result Oriented IT Professional with proven experience in hands - on skills, technical support, higher level of customer service, ability to troubleshoot top level problems with PC and Laptop.
• Analyze technical problem, emerge with immediate resolution, and to properly generate a progress report.
• To pursue a permanent or contract position as a desktop or help desk support analyst to further develop my IT technical skills within the field.

TECHNICAL SKILLS:

• Provide resolution to network, modems, printers, hard drives, memory cards, USB products, FireWire, and wireless issues.
• MS Window XP Professional, 2000, 2003, 2007 and Windows Vista.
• MS Office suite (MS Word, Excel, Access and Outlook.)
• Experience Horizon, Jira and Remedy ticketing system
• Experienced with Active Directory
• Hardware/Software Troubleshooting
• Excellent Customer Service Skills
• Technical/End User Support
• 65 WPM
• Apple Mac installation, configuration, VPN connection and troubleshooting.
• Adobe Acrobat full version support
• Capable of troubleshooting Network issues
• Excellent written and oral communication skills in Technical and training fields
• Hardware: Dell, Compaq, Toshiba and Hp Desktop and Laptop systems. Xerox printers, scanners, DeskJet printers CPUs, Monitors, Memory, PDAs, (Palm and others) Blackberry, and USB Hubs.
• Windows XP, Windows Vista, Windows 7, Window 10, VMware, Active Directory, Norton Ghost, Altiris, Symantec PCAnywhere, System Center Configuration Manager, Symantec Management Agent, Symantec Endpoint Protection, RSA Management, Juniper, SSL VPN, Remote Desktop Connection, Cisco NAC/ISE, BMC Remedy, Microsoft Office 2003 -2013, Microsoft Outlook 365, Microsoft Lync, VoIP, WebEx.

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Team Lead

Responsibilities:

• Troubleshoot and resolve computer hardware, software, network, and printer problems
• Troubleshoot and resolve Virtual Desktop Infrastructure issues
• Troubleshoot and resolve iPhone and Mobile Device Management issues
• Troubleshoot and resolve VPN connectivity issues for remote customers
• Utilize Active Directory to reset network passwords and add users/computers to proper groups
• Coordinate with other teams in creating Knowledge Articles to solve technical issues
• Manage service request/incident tickets via Cherwell ticketing system
• Maintain Service Level Agreement guidelines for VIP and standard customers
• Provide technical system, software, and hardware support to over 1500 employees in person, and remotely over the telephone and through shared screening sessions to troubleshoot and solve a wide range of problems
• Manage ticket distribution que
• Perform diagnostics and troubleshooting of system issues,
• Drafted knowledge based article for the agency on improving ticket resolutions, which my idea has been adopted and is currently in use
• Worked to implement mobile systems using Air Watch and enrolling customers into this dynamic and secure Drop Box application
• Provisional user in RSA secure account and assisting customers to access their secure accounts
• Provided context for training on using watchdox and SAFE (email encryption)
• Oversee hardware infrastructure and ensure updates with latest technology
• Designed training manuals to increase security awareness throughout company
• On an ongoing basis, make recommendations for mitigating identified risks

Service Desk Analyst

• Frontline IT Support for end users; support contact for over 10,000 employees including patent examiners, trademark attorneys, and various contractors; provided telephone and remote technical support provided remote assistance for desktop computers, laptops, virtual machines, handheld devices, network components, and peripherals equipment
• Offered network support including Wi-Fi configuration and VPN troubleshooting
• Assisted with setup for telework/hoteling stations including configuration of universal laptops with docking stations, dual monitor displays, Cisco VoIP telephones, modems, routers, printers, and scanners, as well as other peripherals in accordance to Telework programs supported three call centers on a daily basis - Help Desk, VPN, and Electronic Business Systems
• Excellent troubleshooting and problem solving skills
• Planning and Implementing of various routing protocols
• Experience with creating and implementing VLAN’s
• Hands-on experience with creating Virtual Redundancy Protocols
• Hands-on e xperien ce wit h m anagi ng Cisco Routers and Swi tches
• Experien ce with creating subnets and assigning IP address to Hosts
• Know ledge in cre ating Access List
• Deep unders tanding in creating LA N and V LAN
• Experience in Network Circuit Turn-ups
• Experience in MPLS Circuit Upgrades

Confidential, Fairfax VA

Desktop support

• Have ability to maintained good relationship with end users and co-workers.
• Supported end-users via phone, email and onsite regarding technical issue.
• Performed both hardware and software installations for Dell products while doing major PC rollout.
• Providing desktop/laptop and applications support on Windows XP professional HP, Dell and IBM PC's for hardware/software problem resolution including network connectivity, software imaging application installation and configuration for end users.
• Supporting 15 calls a day to all computers related issues as well as software and hardware related problems for approximately 150 users.
• MS office suite 2010, 2007 and Vista
• Received and recorded client calls into Remedy Ticketing System .
• Monitored the Help Desk Ticketing System remedy as part of our SLA and metrics system.
• Supported Microsoft Office, Norton and plant-specific applications Analyze and resolve connectivity issues - LAN, VPN, and Wireless.
• Trouble shooting any virus with Norton Antivirus.
• Supported users with troubleshooting MS Outlook, enable items, retreated corrupted PST folders, email account, calendar appointments and updated security patches.
• Strong knowledge with Active Directory creating Network ID and Password, Expanding email box, authorize users with different network drives.
• Remotely resolve client issues using team viewer.
• Trained users’ applications such as Excel, Word, PowerPoint and Visio.
• Helped users in outlook creating PST folders, signatures, customize folders.
• Used various resources within the company to solve any technical problems.
• Resolved Network mapping issues for internal and external users.
• Re-imaging laptop and desktops for users.
• Replaced any broken or damaged Hardware.
• Performed software installations, maintenance and troubleshooting.
• Supported users troubleshooting and repairing network connectivity, network access connectivity issues.
• Assisted users with apple/android resetting password and synchronize outlook.

Confidential, Church VA

Geek Squad Technician

• Reach above set goals every month, maintain the store, ordering computer parts, make schedules for employees, and also handle all customer complaints, assuring customer satisfaction.
• Repair pc’s and phones, such as Dell, Lenovo, Blackberry, IPhone, Window, HTC, Samsung devices.
• Installed hardware and software’s for customers.
• Cleaned viruses from end users and reconfigured machines.
• Install setup and troubleshoot wireless network and hardware.
• Troubleshoot hardware and software application problems.
• Installed TV and AV equipments in customers home.
• Monitored and track all tickets within the system.
• Called customers to update the status of the job.
• Worked with teams members to resolve difficult issues.
• Configuring any applications and software within organization.
• Performed desktop support to all the staff in person and by phone.