SUMMARY:

• Skilled Help Desk Technician with over 7 years of experience providing PC and Client/Server tech support to corporate clients. Well recognized for identifying and resolving technical issues and concerns. In depth knowledge and understanding of numerous software packages, operating systems and hardware. Seeking a consulting or permanent position as a Help Desk/Desktop support to advanced career as an IT professional.

TECHNICAL SKILLS:

Operating Systems: Microsoft Window (2000, XP, 7, 8,10) Linux - 10 years

Mac Operating system: Mac OS X Mavericks, OS X Snow Leopard, macOS Sierra

Application Software: MS office 2007, 2011, 2013 (Outlook, Excel, Word and PowerPoint), IT Management ticketing, Remedy 6.3, and 7, Apple Mac installation, configuration, and troubleshooting,VDI virtual desktop

Mobile Support Devices: IPhone, IPads, Blackberry, Android, Windows phone 8.1 - 6 years

Hardware: CPUs, Monitors, Memory, IPads, IPhones, Blackberry, USB Hubs, Printers and other peripheral device.

Remote access system: Bomgar, Windows remote Assistance, Symantec PCanywhere - 6 years

VPN: Junos Pulse, Cisco AnyConnect - 6 years

PROFESSIONAL EXPERIENCE:

IT Support Analyst

Confidential, Largo, MD

• Received and resolve 30 calls per day and using remedy ticketing system.
• Received, documents, and carefully analyzes incoming support requests, inquiries, and trouble reports.
• Create user Account, Password resets and elevating rights to users via Active Directory.
• Promptly resolves all issues that fall within the scope of Service Desk staff capabilities.
• Promptly handled assigned issues.
• Provided I.T. services including but not limited to printing.
• Completed daily and weekly tasks as assigned in support of department operations and I.T.-supported technology and facilities.
• Provided phone support for Microsoft Outlook 2010 & 2013 issues using remote control viewer.
• Helped maintain security of I.T. facilities and equipment and enforce I.T. and University policies as necessary.
• Other tasks and duties as assigned.

Desktop/Call Center Tech

Confidential, Washington, DC

• Provide on-site user support for newsroom systems and desktop PCs, including installation, problem correction, removal/replacement, or other tasks as necessary to ensure continuation of customer work productivity and/or on-air transmission.
• Set-up Outlook profiles, enabled items, calendar appointments, out-of-office message, email groups with rights, created PST folders, email accounts, and updated security patches at users cubical.
• Install upgrades to users receiving windows 7 upgrade.
• Create user Account, Password resets and elevating rights to users via Active Directory.
• Reimage and set up new employee's machines.
• Provided brief tutorials for some users on Windows 7 functionality.
• Assisted with system-wide software upgrades/deployments for the LAN and/or server infrastructure; procure, install, and configure file servers, messaging servers, and other development/production equipment necessary for the effective and efficient use of digital information; and participate on systems integration, design, installation, and maintenance projects.
• Troubleshoot and configured network and local printers.
• Maintained, analyzed, troubleshoot and repair computer peripherals, including mobile devices (Blackberry, iPhone, iPad, Android, etc.).

Confidential, Rockville, MD

Desktop/Refresh Tech

• Re-image end user machines to windows 7 operating system using Altiris.
• Received and resolved 20 or more tickets per day using Service Now ticketing system.
• Set-up Outlook profiles, enabled items, calendar appointments, out-of-office message, email groups with rights, created PST folders, email accounts, and updated security patches at user's desk.
• Install upgrades to users receiving windows 7 upgrade.
• Provide tech support for users across the NIH campus.
• Create user Account, Password resets and elevating rights to users via Active Directory.
• Reimage and set up new employee's machines.
• Provided brief tutorials for some users on Windows 7 functionality.
• Maintained, analyzed, troubleshoot and repair computer peripherals, including mobile devices (Blackberry, iPhone, iPad, Android, etc.)
• Troubleshoot and configured network and local printers.
• Provide tech support for MAC hardware and software (Snow Leopard) Lion users and related hardware/software resolving issues in a timely manner.

Confidential, Washington, DC

Desktop Technician

• Assisted over 1000 DOT employees via telephone, email, remotely and on site with IT related problems.
• Received and resolved 20 tickets per day using remedy ticketing system
• Using Outlook, enabled items, calendar appointments, out-of-office message, email groups with rights, created PST folders, email accounts, and updated security patches.
• Appropriately resolved IT problems by ensuring timely resolution according to approved Service Level Agreements.
• Create user Account, Password reset and elevating rights to all users with Active Directory.
• Provided Desk side service to user's for laptop and desktop machines.
• Followed up on outstanding calls and issues with users to ensure final resolution.
• Offered Blackberry assistance to users with battery, password reset, software upgrade, and email/text issues.
• Reimage and set up new employee's machines.

Confidential, Woodlawn, MD

Help Desk Analyst

• Assisted over 1000 HHS employees via telephone, email, remotely and on site with IT related problems.
• Received and resolve 35 calls per day and using remedy ticketing system.
• Followed established processes and procedures to identify and resolve routine end user questions and problems with known resolutions via telephone, fax, email or remote connection.
• Utilized Active Directory for computer account lockout, reset password and elevating rights.
• Using Outlook, enabled items, calendar appointments, out-of-office message, email groups with rights, created PST folders, email accounts, and updated security patches.
• Appropriately resolved IT problems by ensuring timely resolution according to approved Service Level Agreements.
• Create user Account, Password reset and elevating rights to all users with Active Directory
• Remotely assisted laptops and desktop machines to all end users.
• Followed up on outstanding calls and issues with users to ensure final resolution.
• Responded to users on several MS Window applications.
• Offered Blackberry assistance to users with battery, password reset, software upgrade, and email/text issues.
• Troubleshoot VPN and terminal server issue for home end users using Government Issue and personal computers.
• Troubleshoot and map network printers and scanners to user machines.

Confidential, Alexandria, VA

Help Desk Analyst

• Assisted over 1000 USPTO patent examiners via telephone, email, remotely and on site with IT related problems
• Received and resolve 30 calls per day and using remedy ticketing system.
• Followed established processes and procedures to identify and resolve routine end user questions and problems with known resolutions via telephone, fax, email or remote connection.
• Utilized Active Directory for computer account lockout, reset password and elevating rights.
• Using Outlook, enabled items, calendar appointments, out-of-office message, email groups with rights, created PST folders, email accounts, and updated security patches.
• Appropriately resolved IT problems by ensuring timely resolution according to approved Service Level Agreements.
• Create user Account, Password reset and elevating rights to all users with Active Directory
• Remotely assisted laptops and desktop machines to all end users.
• Followed up on outstanding calls and issues with users to ensure final resolution.
• Responded to users on several MS Window applications.
• Offered Blackberry assistance to users with battery, password reset, software upgrade, and email/text issues.

Confidential, Germantown, MD

Help Desk Analyst

• Assisted over 1000 USPS users via telephone, email, remotely and on site with IT related problems.
• Received and resolve 30 calls per day and using remedy ticketing system.
• Followed established processes and procedures to identify and resolve routine end user questions and problems with known resolutions via telephone, fax, email or remote connection.
• Utilized Active Directory for computer account lockout, reset password and elevating rights.
• Using Outlook, enabled items, calendar appointments, out-of-office message, email groups with rights, created PST folders, email accounts, and updated security patches.
• Appropriately resolved IT problems by ensuring timely resolution according to approved Service Level Agreements.
• Create user Account, Password reset and elevating rights to all users with Active Directory.
• Remotely assisted laptops and desktop machines to all end users.
• Followed up on outstanding calls and issues with users to ensure final resolution.
• Responded to users on several MS Window applications.

Confidential, Washington, DC

IT Service Technician

• Upgraded various laptops and desktops to the latest patches and Antivirus software.
• Installs or assists in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises.
• Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer.
• Research, resolve, and respond to all customer issues and inquiries received via phone, email, or in person in accordance with current standards and procedures.
• Deploy and re-image workstations for new and existing users.
• Troubleshoot workstation’s all hardware and software problems. Perform hardware repairs when needed.
• Performed both hardware and software installations while doing major PC rollout.
• Maintain inventory of equipment (PCs, printers, scanners, etc.) for site.
• Provide limited one-on-one desk side training for customers requiring assistance on standard software applications and/or IT equipment.
• Assists with diagnosing malfunctions and repairing desktop computers, monitors, printers, keyboards, modems and other related peripherals, by disassembling and inspecting for defects.
• Assists with setting up the maintaining the inventory for all computer equipment.

Confidential, Washington, DC

IT Service Technician

• Respond to Break/Fix and Hardware/Software support for Dell Desktops, laptops & printers in a Windows 9x/NT/2000/XP/7 environment on site with the customer.
• Installs or assists in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises.
• Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer.
• Deploy and re-image workstations for new and existing users.
• Fix broken PC (replace hard drives, power supply, motherboard, video cards, replace bad sticks of RAM, etc.) in a timely manner at customer's residents.
• Update service tag info in systems after replacing motherboards.
• Assists with setting up and maintaining the inventory for all computer equipment.