SUMMARY:

• To obtain a Technical Support position that will utilize my technical knowledge and customer service experiences

TECHNICAL SKILLS:

Data bases: MS Access, Active Directory

Operating Systems: Windows XP, 7 and 8, Linux - Ubuntu

Productivity Tools: Microsoft Office Suites

Communication Skills: Customer Service, Excellent oral and written communication skills

Helpdesk Related Software: Ticketing System, Spiceworks, Teamviewer, Citrix Directory

Desktop: Diagnose, Repair, Install, Configure, Migrating, Upgrade.

E-Mail: Diagnosis, Set-up, Enterprise Vault, .PST Files, Google, Outlook

PROFESSIONAL EXPERIENCE:

Desktop Support Specialist

Confidential

Responsibilities:

• Worked desktop support team with day to day operations. Maintenance, monitoring, and troubleshooting Windows base environment.
• Walk ups customers, physically respond to users to resolve issues
• Assist customers with general desktop, network connectivity, phone, video & conferences, VPN
• Create and Configure email, mail boxes, password reset, retrieve .pst files
• Assist users with reset, CAC cards to log into their computer, add/or remove in AD,
• Maintain computer hardware, peripherals; diagnosing problems; assisting with deployment and management of Windows Server/Desktops, Network devices
• Use SNOW software application to maintain helpdesk tickets
• McAfee securing and encrypting computers
• Configure and sync mobile devices Apples, Androids, Tablets,
• Monitored a data base of all Confidential end user computers, disabled or re-enable after 60 day no contact
• Assisted users with approved software, desk side, remote, or by phone
• Wiped or Degaussing hard drives

IT Infrastructure Analyst

Confidential

• Remote Desktop connection to Windows Server 2012 R2
• Decommission switches using (SNMP) RADIUS Zenoss monitoring system
• Monitored and Maintained Network Infrastructure Devices on Zenoss (Radius). Cisco Servers, Switches, Routers, Network wireless Bridges, Firewalls
• Add and/or remove Network Printer from Print Server Management
• Reset and Unlock Users Active Directory account Passwords.
• Update, Add, and remove users as members in group policies
• Updating, Disabling, Terminated Users accounts in Active Directory
• Receive and resolve escalated tickets from help desk. Created, Resolved, and assigned tickets daily.
• At Corporate office: Assisted walk up Users with issues
• Imaged Computers for new, Loaners, and send out to field users at sites
• Remote into users PC’s use Admin rights to assist users to upgrade or download software
• Troubleshooting HR payroll and time clock issues (Kronos, ADP)
• Maintained traveling expense report for IT Technicians and IT Managers
• Created and maintain inventory system and track stock levels
• Add and/or remove Network Printer from Citrix Server (Citrix Studio)
• Remote into User’s desktops and troubleshoot issues within Microsoft suites, Citrix applications.
• Monitor and Maintain Network Citrix Server and Users Sessions Connections in Citrix Directory
• Reset Citrix user's profile.
• Mapped shared data drives on Users PC.
• Install and Troubleshoot issues with Citrix Applications on Desktop machines. (SAP and Gamma)
• Run McAfee anti-virus program for infected PC’s and Re-image Pc’s off network.
• Install software on PC, to access VPN for Users to work from home.
• Assist Users with domain name and access gateway to use Web Browser secure HTTPS connection
• Configure mobile devices to Network Domain sync with Active Directory
• Reset password for voice mail on Cisco Phone
• Cisco Unified Admiration Phone System: Modified users extensions, and side cards.
• Discontinued users phone extensions, Configured new phone for users
• set-up and maintain cisco Desk phone/ Boardroom/conference room phone, projectors,
• Troubleshoot email issues, retrieve .pst files and archived mail from Enterprise Vault

Level II On-Site IT Desk Side Support/ Administrative Support

Confidential

• Assisted personnel with issues reported on company provided workstations, peripherals, LAN, email clients, and software related incidents
• Escalation to Level 2 IT Support resources from CKGS IT provide a formal escalation matrix
• Full Asset Lifecycle Management; includes site asset registers, ageing and asset usage reporting for both hardware and software licenses
• Installed and configured services for standard hardware and software; such as printers, scanners, external storage devices, and input devices; includes the installation of drivers and correcting printing-related errors
• Supported computer warranty repairs included coordination with OEM vendor(s), equipment pickup, shipping, tracking, and return. On-site IT support verified the repairs have been completed before returning the computer to the impacted user personnel
• Security management and compliance to CKGS IT standards including the deployment and monitoring  of Antivirus, Endpoint protection agents etc. at the end user level - workstations and/or laptops, as applicable; management frameworks are controlled and managed
• Maintained, and daily backed up recorded data from the CCTV Speco NVR, copied to an external shared drive,
• Monitored daily HTTP WATCH and follow the web browser speed, saved summary, and securely sent to a shared drive for CKGS IT Indian networking team have access
• Monitored and Maintained Photo booth, Time clock, Customer token system, Credit Card Machines, Check counting machine, Barcode printers, Barcode scanners, Biometrics reader
• Scanned, digitized Visa Approved Applications, copied to shared drive, burned DVD to give copy to Indian Embassy for records. Convert applications to PDF to CSV file, copy to thumb drive for Embassy
• Set up new work stations, connected users to the Network, set Static IP addresses to VIP users and applied credentials. Mapped all peripherals to local intranet. Customized ActiveX controls to company trusted webpages.

Desk side Specialist/Administrative Support

Confidential

• Deployed legacy and asset systems for Mac and PC platforms for civil servants and VIP customers. Streamlined Mac deployment process, decreasing average deployment time. Configured software, peripheral and hardware installation (RAM, hard drive repair, printers)
• Conducted trainings on deployment process, developed community knowledge base for identifying and troubleshooting common issues
• Confirm the domain, Log on to server home page, workstation package installation & configuration
• Down loaded packages from sever with 0 exception left, then activate the encryption, verify IP address
• Installed and tested all PCs, laptop and printers
• Installed Operating systems and scripts to new or refreshed laptops
• Documented users name, new location, PC asset numbers to laptop and desktop
• Received incoming and outgoing refreshed company users’ iPhones, iPads, MACs, PCs
• Used barcode tracking for incoming and outgoing inventory
• Mapped wired and wireless network printers
• Kept daily records of incoming shipments. Group items into categories for organized stock control
• Resolved customer inquiries including (but not limited to) MS Office Suite and Sharepoint, Active Directory, Norton, PKI, Symantec Endpoint Encryption, Auto CAD, Adobe Suite
• Obtained Active Directory Resource Management (ACES Administrator) privileges
• Respond to IT issues from system users as needed, including maintenance and upgrading Blackberry and mobile devices

Computer Repair Technician

Confidential

• Install and provide basic IT support for approved PC software; perform system upgrades as needed
• Monitor, install and perform maintenance on personal computers and laptops hardware and software
• Respond to IT issues from system users as needed
• Provide support for on-the-spot diagnostic evaluation, implement corrections and train users in the proper operation of systems and programs
• Perform wireless network peripheral installation and configuration services
• Maintain logs and inventory of equipment
• Removal of all Viruses, Spyware, Malware, and Trojans.

IT Desk side/Customer Services Internship

Confidential

• Installation, Upgrade, maintenance and repair of computer hardware and software
• Perform break/fix on all computer hardware/software on and PC
• Diagnose operating systems and hardware to determine the best course of action
• Removal of spyware and viruses. Securing Windows 7 Desktops,
• Configuring disks and device drivers
• Provide customer with information on security (Firewall, Anti-virus, Anti-spyware, Etc.)
• Performed maintenance on copy machines, Xerox scanner, printers, etc.