SUMMARY:

Skilled Desktop Support with experience providing PC and Client/Server tech support for small to medium sized businesses. Experience diagnosing, troubleshooting and resolving client issues with hardware maintenance, application support and training, installations and upgrades. An articulate, flexible and personable communicator with excellent skills in client and vendor relations.

TECHNICAL SKILLS:

• Patch/Security Management - Windows Active Directory - Windows Server 2003/2008 - SnagIt - MS Exchange 2003/2007-Adobe Acrobat - SharePoint Services 3.0 - Windows XP/Vista/7 - MS Office 2003/2007/2010/2013 - IE 7/IE 8 - Opmanage Service Desk - ZOHO Assist - LogMe In Remote - DimDim
• X.509 Certificate/PKI User Management/Controls- Remedy-LanDesk-SCCM- Active Directory- Bitlocker- Bomgar-Trims-MAC-iPhones-Blackberry-Windows 7-Windows 8-IOS

PROFESSIONAL EXPERIENCE:

Desktop Support Technician/Asset Mgmt Technician

Confidential, Bethesda, MD

Responsibilities:

• Prepare CC equipment for surplus and secure removal of data
• Performed daily duties of working with Supervisor to make sure all equipment is in the correct locations and under the appointed users
• Manage Asset Track database
• Performed Phone set up and configuration duties
• Continue working with Supervisor to update equipment users and locations
• Work with user support team to update new equipment in Asset track
• Assist with any other duties appointed to me by senior staff

Customer Support Center Analyst

Confidential, Washington, DC

Responsibilities:

• Answers phone calls, retrieves email and voicemail messages while accurately and thoroughly recording and documenting into the Service Now Incident tracking system.
• Provides Tier I/II onsite and phone based technical support to domestic and international Department of Commerce end users
• Incidents within service level agreements and agreed upon metrics.
• Communicates and escalates technical issues that cannot be resolved at the first level based upon department operations and procedures to Tier II as necessary.
• Create technical documentation for distribution to users, CSC staff, or other stakeholders
• Provide support in client software applications, including Microsoft Office Suite, Lotus Notes, Adobe Acrobat
• Communicates with the end user regarding their incident, through their correspondence resolves tickets.
• Configure and troubleshoot multiple mobile devices including but not limited to Blackberry, iPads, and iPhones
• Encourages and maintains positive employee culture of good communication, customer relations and continuous improvement within team members.
• Performs software installations via SCCM.
• Performs administrative tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines.

Customer Service Technician

Confidential, Alexandria, VA

Responsibilities:

• Assisted customer issues
• Ticket Creation
• Remoting into customers’ machine using SCCM(System Center Configuration Manager)
• Demonstrated analytical and problem solving skills and analyze information and data requirements
• Demonstrated basic understanding of knowledge tools
• Strong Presentation Skills
• Excellent written and verbal communication skills
• Conceived, communicated, documented and implemented strategic concepts
• Completed tasks and deliverables on time.
• Demonstrated great thinking and Problem Solving skills.

Migration Engineer

Confidential, Charlotte, NC

Responsibilities:

• Advanced knowledge of Microsoft Excel including multi - tab workbooks, pivot tables and formulas.
• Performs configuration of existing and target AD environment
• Implements and configures migration environments in test and production
• Performs appropriate testing to ensure a smooth and functional migration process
• Develops documentation on migration process
• Identifies, analyzes, and resolves issues with migration process
• Provides guidance and work leadership to less-experienced systems engineers and may have supervisory responsibilities
• May serve as liaison with clients, participating in meetings to ensure client needs are met
• Maintains current knowledge of relevant technology as assigned
• Participates in special projects as required
• Input data entry in SharePoint website
• Highly experienced working with Excel and multiple web-based software and database environments.

Desktop Support Technician/Asset Mgmt. Technician

Confidential, Bethesda, MD

Responsibilities:

• Troubleshooting any technical issues
• Hardware and Software Support
• Migration from Windows XP to Windows 7
• Assisted users in troubleshooting
• Desk Side Server Support
• Onsite Network Support
• Installation of Printers, Scanner, etc.
• Upgrading Workstations on Wheels(WOWs)
• Making technical adjustments for End Users
• Conducted inventory, classification, reporting and tracking of IT asset
• Educate and assist local and field Tier II technicians and site managers
• Monitor tickets for timely completion
• Coordinating orders of additional items to maintain desired on - hand levels in the Asset Inventory Storage Facility
• Assemble and configure typical equipment configurations
• De-install and Re-install PCs and printers
• Mobile Device setup (iPads, iPhones, Droids, Blackberry, etc.)
• Conduct periodic physical inventory of office
• Full working knowledge, including installation and troubleshooting, of Windows XP/7 and MAC OS X in an Active Directory network.
• Working knowledge, including software installation, removal, system preferences and usability, of both Windows and Mac OS X platforms.
• Strong written and verbal communication skills.
• Desktop Support for PC and Mac mobile device.

Technical Team Lead

Confidential, Washington, DC

Responsibilities:

• Inspired each and every team member to perform and produce their best.
• Determined the duties and responsibilities of individuals in a team.
• Analyzed the individual performance of each team member and motivated them to perform even better.
• Analyzed the assigned projects and distributed tasks to the members as per their area of expertise.
• Reported any problem or fault in the project to the project manager or supervisor.
• Offered solutions to the top management regarding project - related queries.
• Assisted new Migration Technicians and Tier II Technicians as they came on board.

Migration Technician/Desktop Support Technician

Confidential

Responsibilities:

• Serviced users working for the EPA with technical support
• Migrated users from Windows XP to Windows 7
• Supported Microsoft Windows XP and Windows
• Hardware and Software refresh
• Assisted users in troubleshooting Lotus Notes
• Installed local and network printers.
• Supported Microsoft Office Suite 2007
• Password reset and update user profile in Active Directory
• Bomgar into users PC to troubleshoot issues
• End User Support and Quality Confirmation to users after migration was complete

Deskside Support Technician

Confidential, Washington, DC

Responsibilities:

• Serviced over 800 clients in an office environment
• Hardware and Software Support
• End user training and support of Office 2010
• Migration from Microsoft Office 2003 to Microsoft Office 2010
• Supported Windows XP and Windows 7
• Migration from Windows XP to Windows 7
• Assisted users in troubleshooting Lotus Notes
• Onsite Network Support
• Installation of Printers, Scanner, etc.
• Configured laptops for client use for teleworking
• VPN and Broadband Set ups for clients use of wireless network when teleworking
• Imaged and encrypted Desktops and Laptops
• Modified LAN Accounts in AD such as resetting password and setting up End User accounts
• Utilized a Ticketing System using Remedy by submitting trouble tickets
• Diagnosed and repaired products by replacing worn or broken parts
• Making technical adjustments for End Users

IT Technician/Software Support

Confidential, Accokeek, MD

Responsibilities:

• Delivered end - user training and technical support of Microsoft Office Suite 2007 and SharePoint Services 3.0
• Developed quick reference guides to assist end-users with challenging software application features
• Maintained Exchange 2003 and 2007 with Outlook Web Access on SBS 2003, Windows 2003, SBS 2008 and Windows 2008
• Managed and maintained Windows SharePoint Services 3.0 and MOSS 2007 on Windows 2003 and IIS 6.0
• Created and managed new user accounts using Active Directory
• Managed users' extensions on VoIP server.
• Assisted with project planning for various client implementations including network design and implementation.
• Supported up to 1000 user LANs with different vendor platforms including Linux and Windows.
• Supported and provided Tier 1 troubleshooting for firewall/vpn issues on small/medium business networks.
• Monitored network devices using Opmanage Network Management
• Managed Windows XP Professional and Windows Vista Business and Ultimate workstations
• Provided remote support using Zoho Assist, Logme in Remote, Team Viewer and Remote Desktop