SUMMARY:

• I have more than ten years of experience within the information technology and customer service fields in diverse areas such as requirements gathering and analysis; user and desktop support; and performance metrics gathering and reporting. I currently provide tier III desktop support for Capitol Police.

TECHNICAL SKILLS:

• Forms automation analysis
• Web - based applications
• Bilingual (Spanish- oral and written Fluently)
• Microsoft Office (all versions)
• Microsoft Operating Systems
• Active Directory
• Wireless Networking
• Desktop support
• Help Desk Tier I, II and III
• Remedy, Service Manager, Alteris
• Remote Assistance
• Virtual Private Networking

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support Technician Tier II and ERAS Support Technician

Responsibilities:

• Create, escalate and close tickets using the Service Manager ticketing system.
• I am Responsible for loading images for laptops and desktops.
• Provide hardware and network connectivity troubleshooting via phone, remote access and deskside support.
• Perform fault isolation in regards to customer utilization of the wide area network, applications or provisioning support.
• Provide VPN and wireless device support.
• Provide desk side software/hardware support, equipment install, move, add and change.
• Move, add and change components within Active Directory.
• Assist in the break down, moving and installing workstations to and from offices throughout the Northern Virginia and DC metropolitan area sites.
• Configure, inventory and service ERAS laptops.
• Create and deploy software patches throughout the network
• Install, manage and troubleshoot networked and local printers/scanners.

Confidential 

Desktop Support Technician Tier III

Responsibilities:

• Create, escalate and close tickets using the Alteris ticketing system.
• I am Responsible for loading images for laptops and desktops.
• Provide hardware and network connectivity troubleshooting via phone, remote access and deskside support.
• Perform fault isolation in regards to customer utilization of the wide area network, applications or provisioning support.
• Provide VPN and wireless device support.
• Provide desk side software/hardware support, equipment install, move, add and change.
• Move, add and change components within Active Directory.
• Migrated systems from XP to Windows 7 and I am currently migrating systems to Windows 10 Enterprise.
• Assist in the break down, moving and installing workstations to and from offices throughout Capitol Hill area and other sites.
• Migrated laptops to Windows 8.1 and currently migrating those to Windows 10 Enterprise.
• Create and deploy software patches throughout the network
• Install, manage and troubleshoot networked and local printers.

Confidential

Desktop Operations Supervisor/Agent

Responsibilities:

• Assisted in design and development of databases and templates for use throughout the FBI.
• Assisted in developing reporting metrics for the operations program.
• Analyzed data from the Service Manager system to improve, optimize, and implement accurate workflows.
• Monitored and coached agents on performance and attendance.
• Provided Spanish language services on behalf of FBI to population calling into the Enterprise Operations Center.
• Created, escalated and closed tickets using the Service Manager ticketing systems.
• Provided hardware, network, VPN, and wireless connectivity troubleshooting via phone and remote access. Performed fault isolation in regard to customer utilization of the wide area network, applications or provisioning support.
• Supported the mobile computing for the agency.
• Supervised 30 personnel, conducted interviews, performance reviews, escalated disciplinary actions to HR, reports and project manager for small project charter.
• Created and maintained schedules for 24/7 support, personnel contact database, conducted team meetings and one on one meetings/counseling. Monitored phone calls and provided feedback.

Confidential

Desktop Support Technician Tier III

Responsibilities:

• Responsible for supporting laptop and desktop computer users using the Forest Service approved images and applications software.
• Provide hardware and network connectivity troubleshooting via phone and remote access. Performed fault isolation in regards to customer utilization of the wide area network, applications or provisioning support.
• Assist users that connect through Cisco VPN, Enterprise VPN and wireless support.
• Provided desk side software/hardware support, equipment installation, move, and administer changes within Active Directory.
• Create, escalate and close tickets using the Right Now ticketing system.
• Support the mobile computing for the agency. (iPhones, Samsung Galaxy, Blackberry and iPads)
• Provide support for newer technologies such as Mondopads and iPads including assuring 508 compliance
• Conduct training sessions on new technologies.
• Assist in migrating/ reimaging Forest Service PCs and laptops to Windows 7
• Configure and trouble shoot Cisco "Soft phones" (VOIP)
• Install, configure and maintain MPS printers as well as standard networked and local printers.
• Coordinate and assist with large scale video teleconferences using a variety of technologies. (Mondopads, Adobe connect, Conferenceme, Livemeeting, Jabber)
• Ensure users and laptops are migrated to the USDA Enterprise Active Directory correctly
• Assisted in the break down, moving and installing workstations from Rosslyn to the Yates building in DC

Confidential

Desktop Support Technician Tier II Team Lead

Responsibilities:

• Created, escalated and closed tickets using the Remedy ticketing systems.
• Responsible for loading images for laptops and desktops. Provided hardware and network connectivity troubleshooting via phone and remote access. Performed fault isolation in regard to customer utilization of the wide area network, applications or provisioning support.
• Assisted users that connect through VPN and wireless support.
• Provided desk side software/hardware support, equipment installalation, move, add and change.
• Move, add and change components within Active Directory.
• Created image for Fort Myer from AGM baseline image.
• Migrated systems from XP to Windows 7
• I became the lead for our team after 6 months

Confidential

Lead Dispatcher and IT Support

Responsibilities:

• Assisted in resolving software, hardware and application issues.
• Assisted in training various employees on various networked programs.
• Dispatched approximately 87 technicians to assigned jobs throughout Virginia, D.C. and Maryland.
• Translated for Spanish speaking customers and/or staff.