SUMMARY:

• To obtain a challenging position within a leading company that will capitalize on my experience in the field of computer management and technology and enable me to contribute my skills to provide superior desktop support and customer service in an atmosphere that allows and encourages opportunities for personal and professional growth.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

IT Support Technician

• Act as one of three primary computer specialists for the Internal Revenue Service Platinum Support team.
• Act as project manager for the roll - out of new computer workstations and laptops.
• Assist users with phone support.
• Create reports to track Inventory of computers and peripherals for Internal Revenue Service.
• Use Altiris to deploy, manage, and remotely assist with updates for the Internal Revenue Service workstations and laptops as well as to manage software installation packages agency wide.
• Assist with rollout of BlackBerry 7700, 8830, 9650, 9700, 9930 and 9960 handheld devices.
• Assist with rollout of Confidential.
• Analyze reports to ensure computer workstations and laptops met or exceed IRS security standards.
• Provide advice on and devise solutions to a wide range of IT issues.
• Apply IT principles, methods, policies and regulations in the Internal Revenue s IT network services by identifying the need to upgrade or enhance network and computer components.
• Instruct employees on how to use all of the computer applications in the Internal Revenue s Common Operating Environment including Outlook, Microsoft Office, Enterprise Remote Access Project (ERAP) and many more.
• Regular contact with employees within the Internal Revenue Service, contractors and vendors to plan, coordinate and advise on work and to resolve issues and problems.
• Create new methods for setting up computer accounts and equipment for new employees.
• Troubleshoot complex computer problems for Multimedia and Publications employees.
• Evaluate and test new software for workstation deployment.
• Resolve workstation and server related issues in Microsoft XP, Windows 7, Windows 8 and Windows 10.
• Diagnose and recover failed systems using proper tools and techniques.
• Diagnose, conduct research and resolve problems as defined in customer tickets and participate in project work to provide the best possible support for customers.
• Monitor the KISAM Ticketing Queue to ensure problem/resolutions are accurate and tickets are closed in a timely manner.

Confidential, Washington, DC

Desktop Support Technician

• Acted as the primary computer specialist for the Wage and Investment Multimedia and Publications staff.
• Acted as project manager for the roll-out of new computer workstations and laptops.
• Assisted users with phone support.
• Created reports to track Inventory of computers and peripherals for Wage and Investment Multimedia and Publications.
• Use of Altiris to deploy, manage, and remotely assist with updates for Multimedia and Publications workstations and laptops as well as to manage software installation packages for over 250 customers.
• Audited computer systems to create a database of workstations and peripherals.
• Assisted with rollout of BlackBerry 7700, 8830, 9650, 9700 and 9960 handheld devices.
• Assisted with rollout of Confidential and Verizon Broadband Air Cards.
• Analyzed reports to ensure computer workstations met or exceed IRS security standards.
• Provided advice on and devise solutions to a wide range of IT issues.
• Applied IT principles, methods, policies and regulations in Multimedia and Publications IT network services to perform work assignments by identifying the need to upgrade or enhance network and computer components.
• Instructed employees on how to use all of the computer applications in Multimedia and Publications’ Common Operating Environment including Outlook, Microsoft Office, Enterprise Remote Access Project (ERAP) and many more.
• Regular contact with employees within the Multimedia and Publications and contractors and vendors to plan, coordinate and advise on work and to resolve issues and problems.
• Created new methods for setting up computer accounts and equipment for new employees.
• Troubleshooting of complex computer problems for Multimedia and Publications employees.
• Evaluated and tested new software for workstation deployment.
• Resolved workstation and server related issues in Microsoft XP, Windows 7, Windows 8 and Windows 10.
• Created and maintained a database of all workstations within Multimedia and Publications.
• Diagnosed and recover failed systems using proper tools and techniques.
• Diagnosed, conducted research and resolved problems as defined in customer tickets and participates in project work to provide the best possible support for customers.
• Monitored the KISAM Ticketing Queue to ensure problem/resolutions are accurate and tickets are closed in a timely manner.

Confidential, Washington, DC

Sr. Consultant

• Acting as one of the primary computer specialist for the Windows 7 Migration Triage Team.
• Assisted users with migration to the Windows 7 Operating system.
• Assisted users with phone support.
• Used Altiris to deploy, manage, and remotely assist with updates for workstations and laptops of IRS users as well as to manage software installation packages across the service.
• Provide advice on and devise solutions to a wide range of IT issues.
• Instructed employees on how to use all of the computer applications in Common Operating Environment including Outlook, Microsoft Office, Enterprise Remote Access Project (ERAP) and many more.
• Regular contact with employees within the IRS and contractors and vendors to plan, coordinate and advise on work and to resolve issues and problems.
• Created new methods for setting up computer accounts and equipment for new employees.
• Troubleshoot complex computer problems for IRS employees.
• Evaluated and tested new software for workstation and laptop deployment.
• Resolved workstation and server related issues in Microsoft Windows XP and Windows 7.
• Diagnosed and recovered failed systems using proper tools and techniques.
• Diagnosed, conducted research and resolved problems as defined in customer tickets and participates in project work to provide the best possible support for customers.
• Monitor the KISAM and the SCDM Ticketing Queues to ensure problem/resolutions are accurate and tickets are closed in a timely manner.

Confidential, Washington, DC

Desktop Support Technician

• Acted as the primary computer specialist for the Wage and Investment Multimedia and Publications staff.
• Acted as project manager for the roll-out of new computer workstations and laptops.
• Assisted users with phone support.
• Acted as project lead for the conversion of network printers from server controlled to IP Printing.
• Created reports to track Inventory of computers and peripherals for Wage and Investment Multimedia and Publications.
• Used Altiris to deploy, manage, and remotely assist with updates for Multimedia and Publications workstations and laptops as well as to manage software installation packages for over 250 customers.
• Audited computer systems to create a database of workstations and peripherals.
• Assisted with rollout of BlackBerry 7700, 8830, 9650, and 9700 handheld devices.
• Assisted with rollout of Confidential and Verizon Broadband Air Cards.
• Analyzed reports to ensure computer workstations met or exceed IRS security standards.
• Provide advice on and devise solutions to a wide range of IT issues.
• Applied IT principles, methods, policies and regulations in Multimedia and Publications IT network services to perform work assignments by identifying the need to upgrade or enhance network and computer components.
• Instructed employees on how to use all of the computer applications in Multimedia and Publications’ Common Operating Environment including Outlook, Microsoft Office, Enterprise Remote Access Project (ERAP) and many more.
• Regular contact with employees within the Multimedia and Publications and contractors and vendors to plan, coordinate and advise on work and to resolve issues and problems.
• Instructed employees on how to use all of the computer applications in Multimedia and Publications' Common Operating Environment.
• Created new methods for setting up computer accounts and equipment for new employees.
• Troubleshoot complex computer problems for Multimedia and Publications employees.
• Evaluated and tested new software for workstation deployment.
• Resolved workstation and server related issues in Microsoft Windows XP and Windows 7.
• Created and maintained a database of all workstations within Multimedia and Publications.
• Diagnosed and recovered failed systems using proper tools and techniques.
• Diagnosed, conducted research and resolved problems as defined in customer tickets and participates in project work to provide the best possible support for customers.
• Monitor the KISAM Ticketing Queue to ensure problem/resolutions are accurate and tickets are closed in a timely manner.

Confidential, Washington, DC

Desktop Support Technician

• Acted as the primary computer specialist for the Office of Chief Counsel’s Tax Exempt / Government Entities, Corporate Tax, Wage & Investment, Healthcare and Counsel Systems Administration staff.
• Acted as project manager for the roll-out of new computer workstations and laptops.
• Assisted users with phone support as part of the Chief Counsel Helpdesk.
• Acted as project lead for the conversion of network printers from server controlled to IP Printing for TE/GE, CORP, and Wage & Investment.
• Created reports to track Inventory of Chief Counsel computers and peripherals.
• Used SMS Admin Console to deploy, manage, and remotely assist with updates for Chief Counsel workstations and laptops as well as to manage software installation packages for over 250 customers.
• Audited computer systems to create a database of workstations and peripherals.
• Initiated budget requests and requisitions for computer equipment and supplies.
• Assisted with rollout of BlackBerry 7700, 8830, and 9650 handheld devices.
• Assisted with rollout of Sprint Broadband Air Cards.
• Analyzed reports to ensure computer workstations met or exceed IRS security standards.
• Provide advice on and devise solutions to a wide range of IT issues.
• Applied IT principles, methods, policies and regulations in Chief Counsel IT network services to perform work assignments by identifying the need to upgrade or enhance network and computer components.
• Instructed employees on how to use all of the computer applications in Chief Counsel’s Common Operating Environment including Outlook, Microsoft Office, Enterprise Remote Access Project (ERAP) and many more.
• Assisted the Single Point Inventory Function office (SPIF) with maintaining a database of all computer equipment throughout Chief Counsel.
• Regular contact with employees within the Chief Counsel and contractors and vendors to plan, coordinate and advise on work and to resolve issues and problems.
• Instructed employees on how to use all of the computer applications in Chief Counsel’s Common Operating Environment.
• Created new methods for setting up computer accounts and equipment for new employees.
• Troubleshoot complex computer problems for Chief Counsel employees.
• Evaluated and tested new software for workstation deployment.
• Assist customers with their discovery requests to facilitate Freedom of Information Act requirements.
• Resolved workstation and server related issues in Microsoft Windows XP.
• Created and maintained a database of all workstations within Chief Counsel.
• Diagnosed and recovered failed systems using proper tools and techniques.
• Diagnosed, conducted research and resolved problems as defined in customer tickets and participates in project work to provide the best possible support for customers.

Confidential, Owner Takoma Park, MD

• Performed installation, maintenance, and repair of home computer systems for small business / home office customers.
• Installed hardware such as network interface cards, memory chips, hard drives, floppy drives, batteries, and sound cards to workstations.
• Building of custom desktop systems per client specs
• Installation of small business / home office wired and wireless networks.
• Supported users with problems using software applications such as Corel WordPerfect, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Microsoft Internet Explorer.
• Trained users on acceptable use of Microsoft Internet Explorer.
• Installed and maintained virus protection software, McAfee VirusScan, Symantec Anti virus.

Confidential, Washington, DC

Desktop Support Technician

• Performed duties as the principal computer specialist for 200 hospital associates.
• Supported users with problems using software applications such as Corel WordPerfect, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Microsoft Internet Explorer.
• Installed hardware such as network interface cards, memory chips, hard drives, floppy drives, batteries, and sound cards to workstations.
• Trained employees on acceptable use of Microsoft Internet Explorer.
• Research and procure new printers.
• Installed virus protection software, Symantec Antivirus.
• Used Systems Management Server (SMS) Remote Control to remotely access employee workstations.
• Coordinated purchase and installation of peripheral devices such as printers, scanners, copiers.
• Maintain inventory of all items used by hospital staff (i.e. printers, computers, thin clients, monitors).
• Assisted users with email problems such as large inboxes and personal file folders in Outlook.
• Responsible for network and intranet support.

Confidential, Silver Springs, MD

Desktop Support / List Manager

• Performed duties as the principle Desktop Support Specialist for the on-site and off-site.
• Support users with problems using software applications such as Corel WordPerfect, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Microsoft Internet Explorer.
• Upgraded and maintained network connections from DTS to Ethernet.
• Installed hardware such as network interface cards, memory chips, hard drives, floppy drives, batteries, and sound cards to workstations.
• Trained employees on acceptable use of Microsoft Internet Explorer.
• Research and procure new printers.
• Installed virus protection software, Symantec Anti virus.
• Used Systems Management Server (SMS) Remote Control to remotely access employee workstations.
• Assisted users with email problems such as large inboxes and personal file folders in Outlook.