SUMMARY:

• Mastery in creating and deleting users, editing user accounts, designing and setting up directory structures, implementing network security, and designing and set - up of network printing.
• Experience in diagnosing and troubleshooting common hardware and software related issues and pre-installation design processes.
• Competence in configuring hardware such as: motherboards, hard disk drives, printers, smart phones, tablet devices, audio and video cards, network interface cards and SCSI controllers

TECHNICAL SKILLS:App.\OS Experience:  Office XP, 2002, 2007, Microsoft Outlook, GroupWise, cc Mail, Norton Utilities, Remedy, Magic, Windows 3.1, Windows NT 3.51, Windows NT 4.0, Windows 2000 - 2010, Active Directory, Wkstn.\Server 2010, Vista, MAC OSX, 10.5.8 and 10.6.4, File Vault, Ghost, Terminal server, RAS, Citrix, TCPIP, Microsoft SMS, VPN, Concordance, Veritas, VPN, Altiris, ITIL Foundations, FDCC Configuration, SCCM, USMT

PROFESSIONAL EXPERIENCE:

Confidential 

Desktop Technician, DC

Responsibilities:

• Installing Anti-Virus product on workstations when needed.
• Coordinating remediation of workstation virus infections and antivirus Product problems. (Service shutdown, lack of signature updates, etc.)
• Performing extensive proactive antivirus console monitoring.
• Responding to vendor virus alerts, taking actions needed including emergency distribution of new virus signature files.
• Upgrading Product levels.
• Testing antivirus product functionality on new workstation images.
• Copy the data from the affected workstation to the owner's network home directory file space reformat the hard drive, install a clean image (configure the computer's operating system and software applications), and restore the affected workstation to operation.

Confidential 

Desktop Support / Helpdesk, Alexandria, VA

Responsibilities:

• Coordinate and provide technical support, end-user training and/or troubleshooting, repairs and maintenance on all computer hardware, software and peripherals.
• Consult wif Information Technology Services staff and other personnel as needed on projects and methods of operation.
• Participate in planning associated wif Information Technology Staff such as researching and evaluating hardware and software.
• Consult regularly wif other Information Technology Staff to exchange information, assess customer service, resolve issues, and participate in planning and quality improvement activities.

Confidential 

ATM Technician

Responsibilities:

• Maintain effective communication wif Business Management Team and Service Technician Team members.
• Provides maintenance on ATM banking products to include problem diagnosis, component level repair, Operating system and application install, preventative maintenance, documentation and planning/maintaining spare parts levels. Perform major\ minor maintenance on ATMs (e.g. replacing light bulbs, card and check readers, belts, air filters, etc.)
• CCTV cabling and install.
• Accurately report service data.
• Interact in a professional manner wif customers to foster positive customer relations.
• Develop working noledge of all operating standards, practices, and procedures.
• Complete equipment validation as specified in service agreement.
• Ensures all work is preformed to company quality standards and practices.

Confidential

Deployment Technician, Washington, DC

Responsibilities:

• Tier II desk side user support.
• USMT 4.0 user data migration.
• SCCM R12 remote control, application and patch deployment.
• Image, configure deploy, laptops and desktops for users.
• Receiving assets, moving equipment wifin and/or between facilities, staging equipment for build/image activity
• Executing equipment replacement activity, updating asset management system to reflect work performed, monitoring daily activity, installing and maintaining PC hardware and software, troubleshooting network usage and computer peripherals, performing system backups and data recovery

Confidential

Mail Migration Support Technician

Responsibilities:

• Exchange 2003 to 2010 migration and consolidation of 30000 mailboxes and 3- TBs of data for the world’s largest provider of food, beverage and retail services for travelers.
• Documented, updated, closed, and/or resolved 300+ outstanding Remedy tickets.
• Provide 2nd level desktop support to corporate users
• Outlook client configuration, Apple and Android based device configuration
• Post-migration actions, including phone support, sending Post-Migration Notifications and marking all migrated users Complete.

Confidential 

Field Services Technician

Responsibilities:

• Maintains, analyses, troubleshoots, and repairs computer systems, hardware and computer peripherals.
• Documents, maintains, upgrades or replaces hardware and software systems.
• Supports and maintains user account information including rights, security and systems groups
• Asset management, network support, connectivity, telecom, project management, local & cluster related
• work and procurement
• Development and support of Windows 7 operating system images
• Console support for desktop server applications including Symantec Endpoint Protection

Confidential 

Deployment Technician

Responsibilities:

• Execute Windows 7 and Office 2010 upgrades & migrations including imaging PCs, consulting wif users on needed applications to add, and file transfers
• Provide advanced Windows 7 and Office 2010 desktop support
• Troubleshoot post-migration and post-upgrade issues desk side and remotely using Track-It
• Confirm desktops\laptops are properly imaged and configured
• Make changes in Active Directory to join new desktops\laptops to the domain
• Update user asset data in asset management tracking system 

Confidential

Desktop Support Analyst / Helpdesk

Responsibilities:

• Create new user accounts, group objects and distribution lists in AD and Exchange manager
• Perform system upgrades and data migration as needed
• Provide technical support for Company's desktop software, hardware, and peripherals
• Perform necessary systems maintenance in accordance wif best practices and change management policies
• PC Imaging and backup: using Acronis and Symantec Ghost for creating or restoring images on laptop and desktop via network or local USB hard disk
• Contingency planning and processes for recovery in the event of a migration failure per device    

Confidential 

Help Desk Tier II Support Specialist 

Responsibilities:

• Function as an Information Technology Sustainment Support Specialist for the WRAMC DOIM Tier II/III Help Desk.
• Planning and delivery of customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements.
• Functions commonly performed by employees in dis specialty included: diagnosing and resolving problems in response to customer reported incidents; researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements; developing and maintaining problem tracking and resolution databases; installing, configuring, troubleshooting, and maintaining customer hardware and software; developing and managing customer service performance requirements; provided customer training; and / or ensuring the rigorous application of information.
• Support various desktop and laptop configurations to include MAC OSX, Windows Vista and 7
• Used Track-It for asset management, software distribution and remote control

Confidential 

Deployment Technician

Responsibilities:

• Technician responsible for data migration, hardware install and data integrity on the RxConnect nationwide rollout project; an Enterprise Pharmacy Management System developed for CVS/Pharmacy, one of the largest pharmacy chains in the United States.
• Upgraded CVS Pharmacy legacy network hardware and software versions.
• Verified the application behavior, reports on converted data, identified, and resolved data issues and\or informed team members if any other major issues found wif the application and reports.

Confidential 

Desktop Support / Helpdesk Technician - Tier II

Responsibilities:

• Install, configure, support, upgrading, troubleshooting, and remediating issues pertaining to current and future versions of desktop operating systems to include, but not limited to, Windows Vista, Windows XP, MAC OSX.
• Installing, configuring, and troubleshooting e-mail client software (Outlook, Entourage, Eudora, etc.), and guiding/assisting customers in the management of their email and use of these client applications including, but not limited to, the use of rules and personal folders/archives.
• Installing, configuring, and upgrading new/reissued PC and MAC hardware and software.

Confidential 

Tier me Helpdesk Technical Support

Responsibilities:

• Managed the client's customer service phone hotline, providing courteous, noledgeable, and professional. Troubleshooting for reported problems wif user accounts, hardware, software and peripheral failures.
• Enter trouble tickets into SRS Remedy System and monitor until resolved to the satisfaction of the customer.
• Execute proper escalation procedures for notifying the customers of major systems outages.

Confidential 

LAN Technician

Responsibilities:

• Troubleshoot hardware, Physical network related issues: cables and drops, network connectivity, software issues in Office of the Director of the National Institutes of Health.
• Tier 2-3 LAN technician\Desktop Support Technician responsible for tracking calls in Action Remedy tracking system, resolving desktop and some network related problems, including: Windows XP and 7 and Mac Operating Systems 10.5.8, 10.6.4, Office XP and Office 2007, VPN and Altiris Remote desktop management agent.
• Technician also responsible for communicating all necessary information wif both the customer and project manager.

Confidential 

Desktop Support Specialist

Responsibilities:

• Install, configure and troubleshoot hardware and software on pc and MAC workstations and laptops.
• Technical support of workstations, peripheral devices, desktop applications to include software and hardware installations, virus and security updates.
• Provide telephonic and/or on-site assistance to resolve technical issues.

Confidential 

Deployment Technician

Responsibilities:

• Responsible for deploying 4000 new desktop and laptop systems. 
• Set up image, install image and transfer data from legacy system to the new pc. 
• Deployment of IBM desktops and laptops pre-imaged w\XP Professional and Office 2003.
• De-installation of legacy systems and peripherals.
• Post install workstation testing.

Confidential 

HARDWARE INSTALL TECHINICIAN

Responsibilities:

• Install all hardware for the United States Senate.
• Plan and execute large-scale pc and server relocations.
• Install, upgrade, and configure network printing rights, security and software on file servers both in preparation for installations and on-site wif the customer.
• Support of planned installations of commercial off-the-shelf IT hardware and software.
• Blackberry configuration to include e-mail synchronization.

Confidential 

ADMINISTRATOR me

Responsibilities:

• Troubleshoot desktop and laptop issues.
• Maintain inventory for local office using barcode scanner and asset management software.
• Interface wif contracting officers and vendors to procure software and hardware.
• VPN user account database management and validation.
• Responsible for maintenance of daily back-up server and tapes.

Confidential 

TECH SUPPORT

Responsibilities:

• Maintain H\W and S\W for digital imaging department.
• Digital scanning and database management.
• Perform all phase’s equipment set-up, operation, and routine maintenance to include hardware and software installs configuration, testing and implementation.
• Maintain equipment and supplies.

Confidential 

DESKTOP ENGINEER

Responsibilities:

• Migrate user e-mail system from Lotus Notes to MS Exchange (Outlook).
• Convert user’s calendar, contacts, and mail.
• Configure user’s desktop for MS exchange and installation of MS Outlook.
• Mail account migration validation.

Confidential 

HARDWARE TECHNICIAN

Responsibilities:

• Install and configure new seat-managed hardware and software for end-user.
• Transfer of user data and settings from old hardware to new hardware.
• Configure each pc for use on the Navy Marine Corps network.
• Register each pc and verify data migration for each pc wif nationwide call center.

Confidential 

MIGRATION SPECIALIST

Responsibilities:

• Migrate users e-mail from Lotus Notes to MS Exchange.
• Use Tivoli to remotely configure mail client on user’s desktop.
• Provide post mail conversion telephone support.

Confidential 

NETWORK SPECIALIST

Responsibilities:

• Provide tier II and III end user support.
• Manage and perform maintenance of on-line halpdesk call tracking server and software.
• Coordinate wif Technical Services user account changes and modifications.
• Work closely wif federal government personnel to procure hardware and software.

Confidential 

SR. SITE SUPPORT SPECIALIST

Responsibilities:

• Responsible for the installation & support of workstation software products and ensure the software’s basic functionality.
• Provide second level support for users reporting problems wif software and or hardware.
• Providing general second level problem determination and resolution support for workstations and selected server platforms.
• Installation of new products, deal effectively wif software/hardware vendors when support is required, and work wif developers and users on resolving software/hardware issues.