SUMMARY:

• 10+ years of result - oriented computer hardware and software support.
• Proactive troubleshooter combines consistent ability of high levels of productivity and customer satisfaction with superior interpersonal skills that are necessary to maintain rapport with clients and management on all levels.

TECHNICAL SKILLS:

Networking skills:

• Knowledge of structuring TCP/IP Protocols, and OSI model.
• Knowledge of hardware/software for LAN/WAN.
• Knowledge of Domain controller, DHCP, FTP, Terminal services, and Cat 5 cable.

Electronics skills:

• Application of units of electricity and Ohm’s Laws.
• Knowledge of voltage, currents, and series-parallel resistive circuits.
• Soldering capability.

Computer skills:

• Installation and troubleshooting of Windows XP, 7, 8, and 10 .
• Troubleshooting and maintenance of disk drives, rom drives, mass storage devices, tablets, desktops, and laptops.
• Knowledge of Number Systems-Binary, Octave, Hexadecimal and Decimal
• ITIL CertifiedAirWatchMS IntuneWirelessJuniper VPNMS office 03-2013GTA-Go to AssistTerminal ServiceSymantec Endpoint EncryptionRemote DesktopCisco VPNActive DirectoryMicrosoft Exchange ServerCitrix Web Interface

PROFESSIONAL EXPERIENCE:

Confidential, MD

IT Help Desk Specialist II

Responsibilities:

• Provides a timely response to standard service requests. Provides first level problem analysis. Masters base knowledge of assigned applications, hardware and network to support clinical and business environments. Resolves or escalates service requests when necessary.
• Use Helpdesk Call Tracking application to log all service and update requests accurately and well detailed. Collects data from customers to aid problem determination/resolution of request. Provides on-going follow up to customers until resolution of issue.
• Assists customers to identify and specify the nature of the request or problem. Troubleshoots standard issues and assists customers with various systems issues including AD, PC/Laptop/Mobile, printer, software, hardware, network connectivity and database problems over phone or remote support. Provides follow up support to customers.
• Assists IT Tiered support teams by obtaining and providing appropriate information for escalated issues.
• Assists with the preparation and distribution of Emergency Downtime Communications. Maintains distribution lists.
• Notifies appropriate IT Tiered support teams for mission critical issues and adheres to department escalation policy.

Desktop Support Specialist

Responsibilities:

• Install, diagnose, repair, maintain and upgrade all PC hardware, equipment, and software to ensure optimal workstation performance.
• Ensure laptop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
• Collaborate with vendor support contacts to resolve technical problems with equipment and software.
• Provide telephone-based Tier 1 and 2 Support.
• Provide remote support of Microsoft Office with particular emphasis on Outlook, Access, Excel, and Words.
• Provide basic telephone support of hardware including PC’s, server, routers, hubs, and laptops, operating systems (Windows XP/7/8/10) and core business application.
• Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
• Conduct research on desktop products in support of PC procurement and development efforts.
• Write technical specifications, evaluations and recommendations for purchase of PCs, desktop hardware and related products.

Network Coding Specialist

Responsibilities:

• Provide site-to-site VPN setup and configuration.
• Assists with managing, maintenance and troubleshooting in an 24/7 environment
• Support of level 2 phone and email.
• Test and verify functionality of new systems prior to deployment and installation.
• Assist in conflict resolution with issues affecting clients and coders productivity.

Solution Center Analyst

• Handles all assigned support requests, incidents, issues, tickets, and data remediation, to ensure flawless and quality delivery of services to clients.
• Performs customer facing application support, desk side support, and after hours phone support.
• Escalates incidents when required to the appropriate experienced technician.
• Schedules remediation in accordance with the priorities assigned.
• Working closely with Technical managers, Business analysts, and team members to prioritize and resolve tickets in the backlog.
• Assists with management, maintenance, and troubleshooting a 24x7 production environment. (Windows Desktop\laptop XP/7)
• Providing Level 1 and Level 2 phone and email support.
• Documents and follows how-to and knowledge based articles (KBA) using DFS folders and SharePoint.

Computer Repair Technician

Responsibilities:

• Installed new hardware or replaced damaged hardware.
• Offered hands-on support to senior members on the development team.
• Set up new computer systems for in-house and work-remotely employees that included PCs, Notebooks, Printers, Copier, Telephone, and any other hardware or software as required management.
• Performed troubleshooting procedures for hardware, software, network and other IT related issues as required by management.
• Performed troubleshooting procedures to identify defective electronic board(s) and/or mechanical component(s).
• Resolved problems related to board/mechanical replacement and/or repair of the defective component(s).
• Answered customer questions about product installation, configuration and/or use.

System Support Technician

Responsibilities:

• Installed, configured and upgraded operating systems and software using standard business and administrative packages.
• Modified specific applications for use in operational departments when necessary.
• Installed, assembled and configured computers, monitors, and peripherals such as printers, scanners and related hardware.
• Pulled cables and rewired or directed the rewiring of cables as required for new installations and office reconfiguration.
• Performed troubleshooting procedures for problems with computer systems, including hardware and software, e-mail, peripheral equipment problems and made repairs and corrections where required.
• Acted as technical resource to assist clients in resolving equipment and data problems.
• Staffed a centralized help desk to facilitate exchange of information and advice then implemented solutions or notified outsource providers as required.