SUMMARY:

• Thirteen years experience in technical support and help desk
• Thirteen years experience with Lenovo, Compaq, Dell, and HP desktops
• Working knowledge with TCP/IP, DHCP, DNS, basic network switching, hardware support
• Promoted from Tier I agent to Tier II callback agent
• Proven Deskside support skills with VIPs and top executives
• Proven troubleshooting skills to resolve technical issues.
• Proven ability in the use of Remedy and Unicenter ticketing systems.
• Excellent interpersonal and communication skills, written and oral

TECHNICAL SKILLS:

Operating Systems: Windows 2000/ME/XP/7, 2003 Server

Software Applications: MS Office 2000 - 201 6(Word, Excel, PowerPoint, Access), Lotus Notes, Norton Utilities, McAfee, Internet Explorer, Altiris, Ghost, PCAnywhere, system backups, batch file creation and batch stripping

Networking: LAN/WAN, TCP/IP, VPN, Frame Relay, DHCP, DNS, Active Directory, Cisco Routers, and Ethernet Services

Salary Requirement: >5,000 to

Operating Systems: Windows 2000/ME/XP/7, 2003 Server

Software Applications: MS Office 2000 - 201 6(Word, Excel, PowerPoint, Access), Lotus Notes, Norton Utilities, McAfee, Internet Explorer, Altiris, Ghost, PCAnywhere, system backups, batch file creation and batch stripping

Networking: LAN/WAN, TCP/IP, VPN, Frame Relay, DHCP, DNS, Active Directory, Cisco Routers, and Ethernet Services

Salary Requirement: $45,000 to $50,000 per year

PROFESSIONAL EXPERIENCE:

Jr. Support Specialist

Confidential, Washington, DC

Responsibilities:

• Setup and monitor Skype conference meetings
• Respond to trouble tickets through BMC Track-It ticketing system.
• Setup new employee workstations and phone.
• Assist in documenting location of all IT equipment
• Monitor Helpdesk voicemail and email box for issues dealing with OSC website and internal issues.
• Remote into user’s laptop using remote tool LogMein rescue to resolve issues.

IT Support Specialist

Confidential, Washington, DC

Responsibilities:

• Imaged laptops from server
• Setup laptop for user's profile with SCCM
• Setup encryption on laptop with Symantec PGP encryption software
• Setup user's achieve folders in Outlook 2010 on new laptops
• Verify users could logon after laptop was issued to the users
• Document replacement and old workstation shared spreadsheet.
• Have Public Trust

Help Desk Technician

Confidential, Arlington, VA

Responsibilities:

• Successfully imaged laptops and desktops
• Resolved issues with Microsoft Outlook 2007
• Completed employee desktop moves.
• Resolved issues with HP and Xerox printers and copiers.
• Used Remedy to record user issues and resolutions.
• Have Public Trust

Service Desk Technician

Confidential, Washington, DC

Responsibilities:

• Successfully deployed 300 Lenovo 45 0 laptops to users
• Upgraded memory in Lenovo 440 laptops
• Resolved issues with Microsoft Outlook 2013
• Successfully imaged laptops and deployed to specified instructions
• Have Public Trust

IT Support Staff Level II

Confidential, Washington, DC

Responsibilities:

• Reimage Lenovo laptops and desktop
• Deployed new laptop and desktop in ED7 Deployment Project
• Installed approved software packages.
• Respond to Remedy ticket dealing with issues with Lotus Notes, Network connectivity, hardware, software and laptop loaner request.
• Used Active Directory to edit user accounts and workstations.
• Setup teleconferencing with WebEx, GoToMeeting, and Polycom
• Used SCCM to locate, install software and troubleshoot issues with laptops and desktops
• Resolved issues with Virtual desktops and Hoteling workstations

Field Service Technician

Confidential, Washington, DC

Responsibilities:

• Reimage Lenovo laptops
• Resolved issues dealing with Lotus Notes.
• Responsible for running reports for HP printers, color and black and white.
• Assisted user with password reset.
• Installed approved software on user laptop when requested.
• Setup teleconferencing

LAN Tier II Technician

Confidential, Arlington, VA

Responsibilities:

• Image Dell and Confidential laptops and desktop computers using Ghost imaging software
• Setup and configured web conferences using Microsoft Communicator.
• Responded and resolved tickets from internal users.
• Setup employee workstations
• Install required software on laptops and desktops

Help Desk Agent

Confidential, Washington, DC

Responsibilities:

• Troubleshoot issues dealing with migration from Lotus Notes to Windows Lync 365 and Outlook 2007
• Used Bomgar to remote into user’s workstation to guide user to resolve issues.
• Routed calls to Tier II for unresolved issues.

Help Desk Agent Tier II

Confidential, Alexandria, VA

Responsibilities:

• Safeguarded personal information of service members, veterans, and their dependents
• Review service member's, veteran's and dependent’s records for Identification Card issuance
• Troubleshoot, remotely configure and install the HP Fargo 5000 Common Access Card(CAC) printer, HP Scanjet 3005, fingerprint reader, barcode reader and CAC card reader
• Help active duty members with applying for Transfer of Educational Benefits (TEB)
• Reset passwords and suspended account for DMDC supported applications
• Provide assistance with Contractor Verification System(CVS)
• Provide support and assistance Real-Time Automated Personnel Identification System(Rapids)
• Utilize the CA Ticket system to document issues dealing the Rapids systems and other supported applications
• Follow up with users to resolve open issues with Rapids, eBenefits, CVS, and other supported applications.
• Have Public Trust

Help Desk Support Technician

Confidential, Washington, DC

Responsibilities:

• Upgraded old Dell systems to HP wireless systems (thin clients)
• Tested new systems with the upgraded Thin Client software
• Verified that user could access hospital's intranet
• Configured new systems using TCP/IP
• Setup and troubleshoot user's workstations
• Responded to tickets submitted through Remedy solutions software

Help Desk Support Technician

Confidential, Bethesda, MD

Responsibilities:

• Upgraded and installed HP and Xerox printers
• Configured printers by assigning correct IP address
• Verified users could connect and print to printers
• Worked with network engineers to solve network and driver issues
• Responded to any tickets dealing with printer upgrades (Live Link)
• Completed security policy training

Independent IT Contractor

Confidential, Hampstead, MD

Responsibilities:

• Upgraded, configured and installed printers to client's instructions
• Used TCP/IP protocols to join printers to the network
• Installed printer drivers to the workstations
• Trained users to use printer functions

Independent IT Contractor

Confidential, Tampa, FL

Responsibilities:

• Upgraded and installed computers and server and rejoined the workstations to the domain
• Rewired the server to the switches, Cisco router and the workstations
• Used TCP/IP protocol to join workstations and server to the network
• Verified with users that all applications worked properly
• Upgraded and installed backup power supply

Independent IT Contractor

Confidential, Lorain, OH

Responsibilities:

• Upgraded and installed computers and server and rejoined the workstations to the domain
• Used TCP/IP protocols to join workstations and server to the network
• Verified with users that all applications worked properly
• Trained users to change backup tape
• Upgraded and installed backup power supply