SUMMARY:

• Obtain a permanent position in field of computer technology providing troubleshooting, installation and repair and systems management to clients with a focus on privacy and security.

TECHNICAL SKILLS:

Operating Systems: Windows XP, Windows Server 2003, Vista, Windows 7 Professional, and Windows 8, Windows 10.

Software: Office 2013, Microsoft Office 365, Rackspace ticketing system, SharePoint, MacAfee Encryption, Norton Antivirus, and Symantec, MS Office 10, Adobe Acrobat, Group Wise, Novel, Magic, Active Directory, Track - It, Remedy, Hyena, Remote Desktop, Universal Trouble Tickets (UTT), Ghost Explore, Service Center (Peregrine) Ticket System, Malware Virus software, Blue Line Software Repository (IBM), AT&T Network Client (IBM), Lotus Notes (IBM) Labor Claiming Time Tracking system, Adobe Connect, Join Me.

PROFESSIONAL EXPERIENCE:

Confidential, Maryland

Contractor

• Computer Technician for Small - business Owners
• Install software
• Hardware configuration
• Maintain general computer issues for operating system Windows 10 Home
• Computer clean ups and moves
• Provide technical assistance to customers on inbound telephone tech support calls

Confidential, Washington, DC

Contractor

• Worked as a Tier 2 support 100% phone to provide desk support for over 2000 customers.
• Used Lotus Notes for email
• Utilized Active Directory to manage users’ accounts, provide remote assistance,
• Utilize Lync to assist user from desktops
• Provide assistance to users with VPN access for telework/virtual use
• Mickeys for users to connect to their desktop computers from home
• Familiar with Footprints as ticket to keep track of user accounts, laptops, desktops, and BlackBerry.
• Install users email accounts on BlackBerry phones, iPhone, and iPads

Confidential, Washington, DC

Contractor

• Replace Dell and HP desktops/laptops from Windows XP to Windows 7
• Install and configure hardware and various software applications
• Provided Tier 2 assistance to users with updates to software and replace hardware
• Installed Dell and HP printers and Xerox scanners
• Routine troubleshooting of systems
• Maintained trouble tickets through Remedy
• Provided technical assistance to customers on inbound tele phone tech support calls.
• Used remote access to perform troubleshooting when need ed
• Walked customers thru step-by-step process for trouble-shooting hardware issues
• Assisted customers with anti-virus program installations

Confidential, Washington, DC

Deskside Technician

• I worked in a MS Windows XP Professional environment, performed desk side support for Amtrak workers Worked on HP desktop and laptop systems, installed new software, Amtrak standard image, and wiping hard drives.
• I used virus software to scan users’ machines such as Malware.
• Analyzed and restore user workstation and repair printers.
• On a day to day I have to troubleshoot and resolve minor hardware and software issues.
• I had to work as a field technician to assist users in other locations.
• Maintained trouble and problem tickets were tracked threw (Peregrine) Service Center.

Confidential, Washington, DC

Jr. Help Desk Support

• Performed upgrades, updates, to enhance user’s pc.
• Installed and configure hardware and various software applications.
• Assisted users and staff by providing technical advice and researching problems.
• Entered trouble tickets via help desk software in order to track user problem and resolution.
• I used software such as Peregrine Systems by Unisys (ticket system) and IQ Navigator for my time tracking.

Confidential, Washington DC

Help Desk Technician

• Provided tier 1 and 2 support with almost 4000 users over the phone, desk to desk and remotely.
• Worked with Windows XP Professional, MS Outlook, as well as Microsoft office approved software TISCOM, along with VOIP. Test new software and provide Treo customer service using the Get Good emailing software.
• Maintained user accounts and profiles such as password resets and lock outs using Active Directory.
• I had to troubleshoot and resolve minor hardware and software issues.
• Resolved several network connectivity issues, video teleconferencing, and remote access to networks outside of the office.
• Used Server 2003 to track users’ space and reset space limit.

Confidential, Washington, DC

Help Desk Technician/Administrator

• Provided tier 1 telephone support.
• Issued out toners and take the old toner cartridges to be recycled.
• Ability to work with minimal supervision.
• Performed great oral and written communication skills with the Ability to multi-task and Strong commitment to client service.
• Solid computer skills (MS Office Suite). Support Microsoft 2003
• Maintained user accounts.

Confidential, Greenbelt, MD

Help Desk Technician

• Excellent people skills and able to deal with diverse personalities.
• Provided for users nationwide. Tier 1 and 2 support.
• General help desk issues such as password resets using Active Directory.

Confidential, Washington, DC

Help Desk Administrator

• Help desk technician in a tier 1 and tier 2 environments at the help desk to provide service for the State Department. I provided tech support over 5000 users in a Windows XP Professional environment.
• I contain a 5-year background check.
• Created new user accounts and deleted user accounts using Hyena and Active Directory.