SUMMARY:

An experienced Help Desk/Desktop Support/Deskside Support Technician with over 10 years of IT experience.

TECHNICAL SKILLS:

• Office Software
• MS Office ver. 7 through Office 2016
• Open Office. Org
• Libre Office
• Corel Office
• Project ( 2000 - 201 6)
• Visio ( 2000-201 6)
• OS iOS FOR iPHONE
• Android
• MAC OS
• UNIX
• Linux
• Windows Versions 2 through 10 including XP, 2000, 8 and 8.1
• Ticketing Systems
• Heat (up to version 7.7
• ResolveIt
• Magic
• Remedy
• Cherwell
• Service Now
• Service Desk
• Peregrine Service center
• Software Management
• SCCM
• HP OVCM/HPCA
• Radia
• Altiris
• Winstal
• Security and Encryption
• Bitlocker
• Pointsec
• Truecrypt
• Securecheck
• PGP
• System Endpoint Protection
• McAfee Checkpoint

EXPERTISE AREA:

• LAN/WAN/Wireless Networking
• Printer, Laptop Desktop Repair
• Documentation creation
• Small IT project management
• Centralized Managed Printer Support
• BlackBerry Support
• Mobile device support
• Mac Hardware Support/repair
• Remote Support
• Citrix XenApp/citrix VirtualDesktop
• Bomgar
• Dameware
• Go To Assist
• VNC
• Remote Desktop Connection
• Utilities
• CC Cleaner
• Fix It Utilities
• Iobit Software
• VPN
• Juniper
• ATT Connect
• Cisco AnyConnect
• Anti Virus & Malware
• McAfee
• Norton
• Kapersky
• Spybot Search &Destroy
• System Endpoint Protection
• MalwareBytes
• Avast

PROFESSIONAL EXPERIENCE:

Confidential, Woodlawn, Maryland

Desktop Support

Responsibilities:

• Handled over 1700 tickets averaging 18-23 percent of total ticket resolutions per month
• Exceeded the 95 percent SLA for Ticket Performance Ratings with only 4 inadequate reviews in over 1700 tickets
• Received my Public Trust Clearance for SSA.
• Provide Phone and In person support for the 66000 user base Confidential administration
• Initial point of contact for and assist user in, trouble shooting software and hardware issues
• Act as a go between for users and Engineering escalation teams as needed.
• Train users in use of new or current software.
• Train and Assist users in document management, Repair and troubleshooting within the MS Office suite programs
• Provide user support and training on Cisco AnyConnect VPN and its attendant associated software
• Assist users with regards to technical issues on external facing PCs that allow access beyond SSA firewall
• Use Active Directory to gather data regarding user requirements
• Distribute, maintain, and Document the status quantity and disposition of an inventory of loaner equipment
• Trained in Executive level weekend support and Late night executive support.

Confidential, Columbia, Maryland

Desktop Support Analyst Tier 2

Responsibilities:

• Handled over 800 Tickets and Requests in 6 months, with a monthly average of 130 or roughly 15 percent of all tickets completed over tenure
• Virus/malware response as assigned by System Administration
• Assisted in training new technicians
• Enabled escalation to appropriate support teams
• Mac, PC and mobile Deskside and Remote Desktop and Repair support for North America
• Printer Utilization, Maintenance and Management response
• Documented and trained users on resolution of frequently occurring issues.
• Active Directory management and maintenance of user account permissions and status of accounts

Confidential, Edgewood, Maryland

Desktop Support Analyst

Responsibilities:

• Handled over 500 Tickets and Requests in 5 months.
• Managed Ticket queue with regards to distribution/coordination amongst team members.
• Managed user Expectations with regards to Ticket resolution times and outcomes.
• Public Facing position of the department providing Local and remote support for PC, Mac and mobile in an environment of over 900 users globally
• Small IT Project Support and implementation.
• Printer Utilization, Maintenance and Management response
• PC/Mac and Mobile Desktop/Deskside Diagnostic and Repair Including Laptops Desktops Mobile devices, as well as integrations moves adds and changes
• Documented and trained users on resolution of frequently occurring issues.
• Active Directory management of user accounts/status.

Confidential, Columbia, MD

Desktop Support Technician

Responsibilities:

• Provided Remote Desktop, Deskside support to include PC, Laptop, Mac and Mobile for an environment of over 700users across the Globe
• Small IT project Support with supervision
• Deployment of Software to newly acquired divisions
• Documented Solutions to, and and trained users on the repair of frequently occurring issues.
• Active Directory management of user accounts with regards to shared drive access and status of account
• IMAC (integration moves adds or changes) at management request
• Troubleshoot and document software/hardware and user issues providing solutions in an approved manner
• Managed Ticket queue with regards to completion and status of tickets as assigned by management.
• Audio Visual Support for All Nielson video conference rooms and theaters in building.
• Began process of migrating systems to the Windows 8.1 Operating system Nielsen Corporate Image.

Confidential, Baltimore, MD

Desktop Support Tier 2/3

Responsibilities:

• Transitioned to HP Desktop Support at Confidential in 2012
• Provided PC, Mac, Hardware and Software support for a large and diverse user base while maintaining a greater than 94 percent SLA for past year of contract and a greater than 90 percent the previous 3 years
• Supported the transition from Windows XP to Windows 7
• Hardware support for Laptops, Desktop, Mobile, Mac, Avaya VOIP phones and AV equipment.
• Transitioned from PBX to Avaya VOIP
• Directly handling over 1800 tickets while handling over 300 request tickets for hardware removals and installs
• Support provided by Phone alongside VNC, MS Communicator, MS-RDC as well as direct customer interaction.
• Maintained communication with customer to ensure proper level of information to user on progress towards resolution of their issues
• Prioritized calls so as to ensure effective time management and productivity while keeping proper time and work documentation in the Service Now and ResolveIT ticketing systems.
• Managed Inventory to handle on the fly hardware replacement
• Worked on small project development and Implementation using the ITIL Methodologies
• Documented routine break fix issues and solutions for dissemination to new technicians and technically inclined users
• Integrated with various other support teams to ensure successful project/task outcome
• Performed network maintenance from PC to wall and from intermediate network distribution frame to router/switch, ensuring network connectivity for users by maintaining strict inventory of port usage and cable management
• Employed Pointsec Drive encryption, Antivirus software and Active directory maintenance and management to ensure flexible user data access while minimizing security risks to the company
• Maintained data security standards as outlined in CitiFi and HP Data retention Policies.
• Responsible for software license management by way of HP Radia and the in house developed front end for HP's OVCM software utility

Confidential, Baltimore, MD

Desktop Support tier 2/3

Responsibilities:

• Provided Hardware and Software support for over 2000 users while maintaining a greater than 90 percent SLA the previous 3 years.
• Hardware support and repair for Laptops and Desktops, Mac, Blackberry, and AV equipment.
• Network Maintenance from PC to Wall and From intermediate Network Distribution Frame to switch/router ensuring network connectivity for users maintaining strict inventory of port usage and cable management
• Supported the transition from windows 2000 to Windows XP.
• Directly handled over 3000 user generated tickets over my tenure with Dell,while handling over 300 Request tickets
• Supported Ticketing system transition to Service Now from Peregrine Service Center and ResolveIt
• Support provided by Face to face interaction, phone instruction and use of VNC, NetMeeting, Dameware, MS Communicator, MS-RDC.
• Maintained communication with customer to ensure proper level of information to user on progress towards resolution of their issues
• Prioritized calls so as to ensure effective time management and productivity while keeping proper time and work documentation in the Peregrine Service Center Trouble ticketing system.
• Instrumental part in deployment of the new Pointsec security suite later received additional duties as a Pointsec administrator
• Mid Contract underwent training in transition to ServiceNow ticketing system then provided training to other technicians and staff
• Underwent ITIL training at the behest of Dell to improve small project development and implementation
• Documented routine break fix issues for dissemination to new technicians and technically inclined users
• Employed Pointsec Drive encryption, Antivirus software and Active directory maintenance and management to ensure flexible user data access while minimizing security risks to the company
• Maintained data security and integrity standards as outlined in Citi and Dell policies Policies
• Part of the team that transitioned to software license management by way of HP Radia/HPOVCM

Confidential, Baltimore, MD

Desktop Technician / Printer Repair

Responsibilities:

• Provided Printer, PC, Mac break/fix and Desktop/Deskside support service for all tickets assigned to meet company SLAs
• SLA met 92 percent of Time exceeding Contract requirements
• Responsible for deployment of PCs for New Users and Replacement PCs due to age, malfunction and Warranty replacement.
• Obtained and prepared user data backups in preparation for new PC deployment and to ensure continuity after equipment or OS failure
• Maintained data integrity/Security To HIPAA Standards
• Responsible software installation at user request and on ticketed request
• Developed appropriate systems for small project development
• Responsible for client / user training on new software and procedures
• Scheduled user appointments so as to maximize daily work-flow
• Established and maintain lines of communication to apprise users of delays or scheduling conflicts or other schedule changes to maintain user expectations
• Part Order authority for all parts pertinent for ticketed problems.
• Established an inventory and stock list of frequently used items to ensure rapid repair of common problems
• Maintained ITAM (Information Technology Asset Management ) records To ensure compliance with all software license agreements