PROFESSIONAL SUMMARY:

Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquire skills within an Information Technology role. Work well independently, or in a group setting providing all facets of computer desktop support such as Installing, Configuring, troubleshooting, and maintaining. Great knowledge and understanding of numerous software packages and operating systems. An Individual who is always Punctual, Reliable, and Skilled in providing extraordinary Customer and End - User Support.

TECHNICAL SKILLS:

• Microsoft Office (2010, 2011, 2013)
• Microsoft Lync (2011, 2013)
• Microsoft Server 2008R2 and 2014
• Java 7/8
• VPN
• Windows 7
• Windows XP
• Windows 8
• Mac OS
• Linux
• Active Directory
• Mac Remote Access Tool
• Remedy
• Heat.

PROFESSIONAL EXPERIENCE:

Confidential, Reston VA

Responsibilities:

• Provide on-going operational support including operating systems
• Inventory and asset management, conference room preventative maintenance, and e-recycling
• Supporting a complex and fast paced environment focused on video conference rooms with outstanding attention to customer satisfaction
• Ensuring audio and visual quality, troubleshooting any issues that may arise and any requests from meeting attendees.
• Laptop and desktop imaging Mac, Windows, Lunix, deployment and recovery
• Customer support for over 70,000 users worldwide from IT accessory to workstation dressing
• Using ticketing systems to report individual work accomplishments and to track Service Level Agreements (SLAs)
• Utilizing Inventory Data management software to maintain inventory accuracy and workflow
• Contributing to large scale global projects as needed

Master Control/Senior Tech

Confidential, Fairfax, VA

Responsibilities:

• Provide on-going operational support including operating systems releases, upgrades, service pack installations, bug fixes, security updates, and any system change activities.
• Respond to user service requests and expediently resolve trouble tickets to maximize system uptime.
• Install, maintain and troubleshoot Apple Mac OS desktop, Laptops, and Tablets.
• Configured and installed new Microsoft and Macintosh systems.
• Installed applications and coordinated all hardware / software upgrades.
• Performance monitoring, troubleshooting, and tuning for all end-user systems. Build new systems (laptop and desktop).
• Support disaster recovery plans, performing regular backups and creating Ghost images of workstations prior to upgrades.
• Deploy new workstations and printers, installing operating systems, applications, and drivers, and configuring network properties and hardware.
• Monitor local broadcast quality
• Ensure Proper recording of shows, and communicating with radio and television show operation smooth during broadcast.
• In charge of “on-air” switching and monitoring of program and commercial content in multiple outgoing streams. Monitored audio and video signal parameters in standard and high definition videos and various multi-channel audio formats. Served as a quality control technician for various on-air signals and was responsible for correctly ingesting the commercial and program content from various sources into the station’s workflow.
• Handled graphic formatting and recall for play to air purposes. Experienced in Princeton and program logging and have the ability to properly evaluate standard and high definition waveforms and audio levels.
• Perform daily physical inventory of equipment and parts as assigned.
• Supporting Smartphones: configuration support, synchronization support. Serve as Tier 2 support to the help desk to resolve desktop system issues as reported by the end-users.
• Troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required.
• I answered a multi-line phone system and assisted station viewers in a professional manner, as well as performed general office duties as needed.
• Basic router/switch(LAN) troubleshooting.

Desktop Support Technician

Confidential, Fairfax VA

Responsibilities:

• Provide on-going operational support including operating systems
• Inventory and asset management, conference room preventative maintenance, and e-recycling
• Supporting a complex and fast paced environment focused on video conference rooms with outstanding attention to customer satisfaction
• Ensuring audio and visual quality, troubleshooting any issues that may arise and any requests from meeting attendees.
• Laptop and desktop imaging Mac, Windows, Lunix, deployment and recovery
• Customer support for over 70,000 users worldwide from IT accessory to workstation dressing
• Using ticketing systems to report individual work accomplishments and to track Service Level Agreements (SLAs)
• Utilizing Inventory Data management software to maintain inventory accuracy and workflow
• Contributing to large scale global projects as needed

Help Desk Specialist

Confidential, Lanham, MD

Responsibilities:

• Provided computer help desk support via telephone communications with end-users.
• Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions using Remedy Ticketing System, and maintain equipment inventory lists.
• Provided computer help desk support and technical training on hardware/software to end-users.
• Documented help tickets/resolutions, and provided overall assistance in daily administration of a Novell Netware 4. 11 Network.
• Reset User Passwords, as well as Add/Remove Users from the System using Active Directory.
• Performed set-up, breakdown, and transport of agency equipment on an as needed basis.
• Identify, isolate and repair computer equipment showing wear and tear as well as during preventative maintenance routines.
• Norton Antivirus, network connectivity (Local and Wide Area Network). Internet connectivity and application support. Initiate, escalate and resolve problem tickets/requests.