SUMMARY:

• Troubleshoot Windows operating systems, wireless & local area networks, and network copiers and scanners.
• Assisted commercial employees with desk side and remote assistance while obtaining the essentials in PC components, networking technologies, devices, protocols, cabling, and connections.

TECHNICAL SKILLS:

• Windows 7,Vista, XP
• Expert Microsoft Office 2007, 2010
• BES Troubleshooting
• Data transfer
• PC Migration
• Ghosting, Re - Imaging
• Cloud Base Systems (Net Docs)
• Video Telecom Communications
• Polycom /Avaya Audio Visual Equipment
• Active Directory
• Service Now Ticketing System
• Remedy Ticketing System
• Hard drive/Software Installations
• Network Technologies & Hardware Experience (Routers, Switches, Repeaters, Hubs, Peripherals, Projectors)
• Asset Management

PROFESSIONAL EXPERIENCE:

Confidential, Bethesda, Maryland

IT Service Rep

Responsibilities:

• Serve as the lead entrusted to interact with managers, prepare the information packets for the daily staff meetings, and train new team members on the procedures and protocol.
• Receive triage and create trouble tickets with Service Now ticketing system (formally was using Remedy ticketing system) for the staff supporting a staff size of 500 employees and 75 regional employees.
• Handle the most difficult escalations, provide solutions, troubleshoot issues, and follow up with end users to provide excellent customer satisfaction.
• Perform desk side and remote support for regional staff employees experiencing slow and/or network connectivity issues using VPN tool, software installs, and admin privileged task.
• Administer jack activation, punching down wires into patch panels, and switching to setup network connectivity for new onboarding users within the staff.
• Develop and execute strategic work methods and end user strategy for new onboarding and workstation setup.
• Entrusted to support 63 new onboarding users personally with issues, maintenance, and follow up.
• Oversee large network copiers and scanners for functionality and daily maintenance supporting 16 network multifunction copiers within 2 local offices.
• The Models supported are Sharp MX5001DN & Savin 920 SPF
• Develop and maintain spreadsheets of inventory for asset management detailing hardware and peripherals within.
• This includes laptops, printers, monitors, docking stations, keyboards, mice, and other devices.
• Manage, audit, and distribute printers and print toner for Sharp, Confidential, Lexmark, and Savin brand printers.
• Create the profiles for new user laptops with guardian edge encryption, users’ profile, and cached credentials.
• Setup new onboarding user workstations with Confidential and computer hardware systems (laptops, desktops, monitors, printers, hubs, peripherals) supporting a staff size of 1,100+ employees.

Confidential, Bethesda, Maryland

Helpdesk Specialist

Responsibilities:

• Received triage and created trouble tickets with Remedy ticketing system for the office staff supporting a staff size of 300+ employees.
• Setup and troubleshot Video Telecom Conferences (VTC) for staff meetings and regional employees.
• Performed desk side support for end users utilizing program portal and mobile application.
• Responded to urgent tickets for customer’s experiencing slow network connectivity, software installs, and admin privileged tasks.
• Performed first call solutions on certain issues including password resets, assistance with printer setups, software, and hardware devices.
• Created standard procedures and the policy manual for the Help Desk and Team Management.
• Setup Confidential and Confidential computer hardware laptops, desktops, monitors, printers, modems, peripherals.
• Trusted to prepare and poste documents on the Intranet site.
• Supported hands-on with a team of 5 in the office breakdown and the new office setup for staff reconfiguring a total of 100 employees systems.
• Supported hands on with the PC migration of former staff.

Confidential, Silver Spring, Maryland

Help Desk/Customer Support Agent

Responsibilities:

• Monitored the ticket queue for new tickets and work orders totaling up to an average of 60 tickets per work day.
• Setup and troubleshot Video Telecom Conferences (VTC) for staff meetings and regional employees.
• Utilized Heat ticketing system and Remedy ticketing system to support employees.
• Performed server backups for heat ticketing system and tracked open tickets for closure, problems, and open history.
• Assigned incoming tickets and work orders to the Tier 2 and Tier 3 technicians.
• Escalated high priority (VIP) tickets to proper chain of command supporting staff size of 10 VIP's.
• Assisted with running the daily reports that showcased the VIP and unresolved tickets that were not addressed.
• Followed-up on tickets and work orders s to provide customer satisfaction.

Confidential, Rockville, Maryland

Help Desk/Customer Support Agent

Responsibilities:

• Supported a staff size of 100 employees and performed Desk side support for staff peers experiencing slow network connectivity.
• Scanned books using a new and expensive machine called the Scribe.
• Recognized for Employee of the Month and best scribed pages for the week.
• Prepared and posted various documents/books on the Internet Archive Intranet site and Webpage.
• Responsible for sorting, archiving and filing documents.
• Assist customers via phone and email box within company profile.
• Assist staff and customers on fax machines and voicemail messages left by clients.
• Responsible for archiving and maintaining email inbox within company profile.