SUMMARY:

• Experience with Windows (10/Windows7) providing desktop support, hardware & software break/fix support
• Knowledge/experience in remote troubleshooting. Outstanding people skills and customer service orientation
• Excellent interpersonal and communication skills, both verbal & written
• Supported Executive Client/Users
• Accomplished IT Specialist ten plus years of experience in Computer Systems, Technical Assistance and Help Desk/Desktop support
• Experienced in desktop hardware/software and LAN administration configuration and support
• Strong working knowledge of Internet, Wireless applications and a deep understanding of networking issues
• Experience with Citrix, Active Directory Administration, Virus Protection, and Exchange user accounts, Remote Access, Office including Outlook, Windows OSs, and Managing User Accounts.
• SEP install and configuration exp, Antivirus
• Experience using various ticking systems (SNAP, Remedy ITSM, Service Manager, Call Center)
• SCCM, Configuration Manager, Image tools (WinPE, Ghost, etc.)
• Win 10 and 7 install/config expr
• Mac network configuration
• Troubleshoot Windows
• IE expr (Malware, Rootkits, Config, etc.)
• Configured BYOD(mobile)

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Service Desk Tech

Responsibilities:

• VPN issues
• Troubled Shooted MS Office 2013 including Outlook
• Supported Executive Users
• Supported Mobile devices ( Smart phones, Tablets)
• Used SCCM, Remoter Desktop, and GoTo Assist
• Imaged Computers(Windows 7 & Windows 10)
• Software installs
• Drive Mappings, printers installs/setup/Pwd resets
• Used AD
• Resolved browser issues(IE, Chrome, FireFox)
• Troubles hooted Citrix connection issues
• Used Remedy

Confidential, Baltimore, MD

Network Tech

Responsibilities:

• Patched cables to panels\switches
• Replaced switches
• Replaced blades
• Replaced wireless access points and repeaters

Confidential, Baltimore, MD

Desktop Support/PC Technician

Responsibilities:

• Received calls/tickets through Service Now
• Assisted users in - person and remotely
• Supported MAC/PC/Mobile devices
• Supported Office including Outlook, Duo(security app), SAP, and more
• Used AD, SCCM, Absolute Manager, GoTo Assist
• Configured Apps including Outlook for Exchange
• Used Exchanged Administrator to manages mailboxes, accounts, distribution list, and more
• Supported Exec Users
• Configured Mobile devices for network
• Repaired MAC/PC
• Solved network issues on Mobile devices
• Call Center environment .

Confidential, Baltimore, MD

Desktop Support

Responsibilities:

• Set up and troubleshoot domains, user accounts and software accounts.
• Configure, test, and troubleshoot network connectivity and wireless access for local and remote computers or devices.
• Used Remedy ITSM
• Add or replace memory, new keyboards, motherboards, and other components.
• Format, install, set up, maintain, and troubleshoot desktop, Mac’s and laptop computers with and for end users.
• Coordinate with vendors to resolve problems.
• Received calls in a Help Desk/Call Center environment
• Assisted Upper Level (Executive) Users

Confidential, Baltimore, MD

Desktop Support

Responsibilities:

• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
• Restored/Repaired Desktops/Laptops
• Migrated systems to Win7
• Work with end users to identify and deliver required PC services
• Used Remedy ITSM
• Used ConfigMan, AD, SCCM
• Win 8 install/config
• Received calls in a Help Desk/Call Center environment
• Configured Macs for network

Confidential, Baltimore, MD

Desktop Support

Responsibilities:

• Responded to users( remotely, face to face, over telephone) with issues using SNAP ticketing sys
• Executive support
• Resolved issues with printers(networked and stand dedicated)
• Resolved email(Outlook) issues
• Repaired, replaced hardware
• Received calls in a Help Desk/Call Center environment
• Used Remedy
• Installed apps,Win7and Mac, Office including Outlook
• Networked PCs, printers, mobile devices
• Used AD to manage accounts
• Win 8 install/config

Confidential, Baltimore, MD

IT\Computer Tech

Responsibilities:

• Work with end users to identify and deliver required PC services.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
• Receive, log and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.

Confidential, Bethesda, MD

Computer Technician

Responsibilities:

• Restored/Repaired Desktops/Laptops
• Used Remedy to receive/answer tickets
• Installed software including Outlook
• Networked andTroubleshooted computers/printers
• Installed applications from Servers on Imaged computers
• Reimaged computers
• Migrated systems from XP to Win7
• Transferred/Restored Data from PC to PC using WET
• Installed new systems, printers
• Application support for end-users, including user data migration in accordance to upgrade, roll-out and operation procedure
• Received calls in a Help Desk/Call Center environment
• Used Remedy to track calls

Confidential, Washington, DC/Baltimore, MD

Tech Support Analyst

Responsibilities:

• Helped users at the Desktop level/Phone support
• Received calls in a Help Desk/Call Center environment
• Used Kace Software
• Setup/personalized office including Outlook
• Assisted users with general usage questions and provide tips for improving productivity\
• Upper Level Support
• Installed software; printers
• Restored Units from BSOD
• Removed Viruses/Malware
• Setup Mediasite and Eluminate for remote conference Reimaged computers
• Migrated systems from XP to Win7
• Transferred/Restored Data from PC to PC using WET
• Installed new systems, printers

Confidential, Baltimore, MD

Computer Tech

Responsibilities:

• Upgraded XP to Win7
• Configured PC’s for users
• Provided technical support to clients, resolving desktop, and network and communications issues.
• Reimaged computers
• Migrated systems from XP to Win7
• Transferred/Restored Data from PC to PC using WET
• Installed new systems, printers
• Receive, log and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.

Confidential, Baltimore, MD

Desktop Support Tech

Responsibilities:

• Imaged computers, networked PC’s and printers
• Removed viruses, managed user accounts using AD and Altiris
• Supported MS Office 2K7 and 2K10, including Outlook on Exchange
• Provided support for networked computers and peripherals
• Used Citrix (XenApps), Centricity, Managed Avaya Software
• Configured PC’s(HP), printers for network
• Installed Windows, Installed Software, Installed printers
• Resolved issues(tickets) related to software used in HealthCare
• Provided desk side support for the workstations and laptops.
• Supported Windows XP and Windows 7 operating systems and configurations.
• Received calls in a Help Desk/Call Center environment
• Used Remedy
• Provided support for workstation applications including Microsoft Office, Adobe, MS Outlook and Internet browsers.
• Provided support for connectivity to the network(s).
• Provided support for network and application authentication and access.
• Provided peripheral support including printers, external hard drives, and network connected devices.
• Open and update tickets in Remedy for all work performed.

Confidential, Baltimore, MD

IT Specialist

Responsibilities:

• Managed Exchange and Active Directory users in addition to using Citrix ( XenApps), remote access tool and VNC,
• Daily installations, configurations and networking via personal interaction or help desk support
• Installed\configured PCs,Thin Client, and Laptops
• Assisted users with polices and procedures for setting up conference calls, new accounts, web/network presentation and voicemail (Avaya)
• Diagnosed and resolved hardware/software connectivity issues
• Resolved issues (tickets) related to software used in HealthCare
• Provided desk side support for the workstations and laptops.
• Supported Windows XP and Windows 7 operating systems and configurations.
• Provided support for workstation applications including Microsoft Office, Adobe, MS Outlook and Internet browsers

Confidential, Owings Mill, MD

IT Specialist Contractor

Responsibilities:

• Responsible for configuring user accounts, supporting outlook issues and wireless software
• Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities
• Read technical manuals, confer with users and conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Developed training materials and procedures and trained users in the proper use of hardware or software
• Supported/Configured PC’s using XP; Networked PC’s
• Configured user accounts
• Supported Outlook issues along w/printer support
• Installed/configured wireless software

Confidential, Rockville, MD

Software Application Tester

Responsibilities:

• Responsible for testing and configuring software for public relations and communicated with users via phone for technical support
• Investigated potential defects and discussed them with developers
• Reported test results to the project manager participated in business requirements review sessions with the customers and business users

Confidential, Baltimore, MD

Network Tech Support

Responsibilities:

• Responsible for configuring PC’s, Configured user accounts, resolving complex issues and providing exceptional customer service
• Played key role in re-engineering Support Center to improve responsiveness and customer satisfaction
• Provided support for networked computers and peripherals
• Provided technical support to clients, resolving desktop, and network and communications issues.
• Provided support throughout the ticket process, listening to client issues, determining root cause, developing appropriate work plans and closing the loop on all assignments
• Provided desk side support for the workstations and laptops.
• Supported Windows XP and Windows 7 operating systems and configurations.
• Provided support for workstation applications including Microsoft Office, Adobe, MS Outlook and Internet browsers
• Received calls in a Help Desk/Call Center environment
• Used Remedy