OBJECTIVE:

To obtain a challenging position as a Mid - Level Technical Specialist in an organization where my skills can be fully utilized and increased to enhance the establishment as well as provide personal growth and advancement in my career field.

SUMMARY:

• 14 Year’s IT Experience
• Able to be trained successfully in a wide range of fields and technologies
• A+ Certified

TECHNICAL SKILLS:

• Active Directory
• Microsoft Exchange
• Blackberry Enterprise Server
• Windows XP
• 7 & 10
• Peregrine Service Center
• Remedy
• Heat
• Service Now
• Cisco VPN and Anyconnect
• Microsoft Office 2013 and 2016 Adobe Pro
• Norton Ghost
• Sophos Antivirus
• McAfee antivirus
• Symantec Anti-virus and Endpoint Encryption and Windows Server 2008

PROFESSIONAL EXPERIENCE:

Confidential

Senior Desktop Support Technician

Responsibilities:

• Responsible for recommending technologies to the organization
• Worked directly with HR to streamline the New Hire Onboarding Process and trained users on company systems
• Assisted in the migration from Windows 7 to Windows 10 and Office 365
• Installed and maintained Windows 10 software, service packs, patches, and anti-virus updates
• Successfully maintained and administered Active Directory users, Exchange mailboxes, and security and distribution of Active Directory groups
• Responsible for the resolution of complex technical issues related to desktop hardware and mobile device for remote and on-site users Managed Sophos 5.4.1 application, and virus signature compliance
• Monitored Service Now for priority incidents and escalations from the Help Desk Setup, maintain video and teleconference rooms to ensure readiness for Sucampo users and guests
• Coordinated with vendor(s) on repair of equipment

Confidential

Senior Desktop Support Engineer

Responsibilities:

• Spearheaded project to implement Bluetooth PIV card readers for field and office based users
• Served as primary point of contact for print server related issues
• Executive user support
• Worked closely with Network Administrators to remediate network connectivity issues
• Performed inventory management for all IT devices
• Used Heat to track, enter, troubleshoot, and update all IT related requests
• Created Active Directory and SAP accounts for all incoming users in accordance with IT procedures and policies
• Troubleshoot, upgrade, and install hardware, software, desktop laptops, and associated peripherals
• Provided Install, add, move, and change request support
• Conference room support for GoToMeeting and WebEx
• Provided Symantec Anti-Virus, Endpoint Encryption, Microsoft Office, and Windows 7 & 8.1 support.

Confidential

Desktop Technician

Responsibilities:

• Responsible for the upgrade and deployment of existing Windows XP machines to Windows 7 in the Pediatric Department.
• Laptop and desktop reimaging
• PC setup and decommissioning of older equipment
• Laptop and desktop problem analysis
• Routinely communicated with end user to determine hardware needs
• Worked with SRC’s to manage and track workload.
• Responsible for day to day communications with Doctors and high level executives to provide timely support of desktop issues.
• Performed user and computer account management with Active Directory.
• Performed diagnosis and repair of Microsoft Office 2010, Windows XP and 7, Adobe Acrobat Pro X, VMware, System Center 2012 Endpoint Protection, Bitlocker, and Hopkins specific application support
• Responsible for the procurement of peripherals and replacement parts for warrantied machines
• Utilization of SCCM 2012 web tool to push software packages to new machines and upgrade existing machines software packages
• Mac system deployment, support and installs

Confidential

Senior IMAC Technician

Responsibilities:

• Supported Transamerica as Senior IMAC and Tier 2 Desktop Technician
• Worked with high level executives to coordinate installs, moves, and changes to physical computer network
• Provided cleanup, maintenance, and deletion of computer accounts with Active Directory
• Support of over 1000 users
• Used Remedy incident tracking system.
• Technical software support of Internet Explorer, Firefox, Cisco VPN, Office 2003 and 2010 including Project and Visio, Adobe X Pro, Windows 7 and XP, Checkpoint encryption software, Adobe Connect, McAfee Antivirus
• Responsible for coordinating with vendors to provide support of warrantied laptop and desktop hardware.
• Tasked with spyware, adware, and virus removal on infected local machines
• Reimaged desktops/laptops to customer specifications
• Coordinated disposal of end of life computers
• Performed new hire setups and upgraded of existing systems for end users
• Conference room setup and support of AV systems

Confidential

Tier 2 Desktop Support Technician

Responsibilities:

• Supported the Food and Drug Administration as Tier 2 Desktop Technician
• Achieved a high level of ticket closures with an average of 15 successful closures a day
• Earned a solid reputation of solving complex issues and providing exceptional customer service
• Single handedly supported a building of over 300 users
• Worked with systems, network engineers, and application developers to monitor systems and escalate issues to appropriate group
• PIV/Smartcard support
• Responded to all escalated trouble tickets at deskside or over the phone with SCCM 2007 and Remote Desktop Connection.
• Tasked with user account creation and basic administration with Windows server 2008
• All work and tickets tracked with Peregrine Service Center 6.1.
• Tier 2 support for a building of 400 users
• Technical support of programs including Adobe X, Blackberry Desktop Manager, Microsoft Office 2003 and 2010, Windows XP and 7, Oracle Runtime, Outlook, Cisco VPN, ActivClient, Cisco Anyconnect, Norton Antivirus, EMC Sourceone, and Checkpoint and Endpoint encryption software
• Hardware included network and local printer, blackberry devices, Dell desktops and laptops
• Duties also included reimaging and deploying new computers to customers and configuring blackberry devices for issue to customers
• Worked independently and in a team setting to resolve issues and deadlines.

Confidential

Desktop Support Engineer

Responsibilities:

• Support the nationwide deployment of over 11,300 Dell and HP laptops, desktops, and other associated peripherals for the Environmental Protection Agency.
• Utilizes Novel Zenworks agent to locate and install customer identified software packages.
• Performs Quality Assurance on deployed systems to ensure all end user data was migrated over, ensure user has access to email, ensure network drives are mapped properly and user is able to access their network drives.
• Served as team lead for 7 Deployment/QA techs.
• Utilized Altiris to push software remotely
• Setup laptop and desktops at end users location by connecting all PC equipment and peripherals, naming computer, joining PC to domain, and installing all required software and update packages for specified for user.
• Performed inventory of assets to ensure up-to-date and accurate count.
• Performs printer installs through TCP/IP and also through local installation.
• Setup Blackberry phones for specified end users.
• Performed help desk duties to ensure non work stoppage and end user productivity in a timely and professional fashion.
• Bomgar for remote troubleshooting
• Duties included troubleshooting of installed software suites including but not limited to Oracle, Office 2003, Windows XP Professional, Dreamweaver, Adobe Professional, and IBM Lotus Notes.
• Performed Lotus Notes setup and configuration on end-user laptop and desktop by entering mail server and user's name.
• Performed configuration of remote Lotus Notes by configuring thumb drive with Lotus Notes remote server name and user's mail file.
• Active Directory duties included resetting of passwords, unlocking accounts, renewing expired accounts, and adding user's to printer groups.
• Also performs troubleshooting of hardware components which include performing hardware diagnostics of installed hardware components and reinstallation of drivers.
• Utilized Norton Ghost to image and clone Laptops/Desktops.

Confidential

Desktop Support Technician

Responsibilities:

• Responsibilities included the setup, configuration, and deployment of network desktop and laptop systems for the Defense Information Systems Agency
• Installed over 1,000 systems for various users within the Defense Information Systems Agency.
• Worked within Windows XP Professional Platform with NIPR/SIPR accounts and utilized PC Transplant to migrate the customer's data to new machines
• Worked with active directory to ensure users and computer accounts were in correct Organizational Units to ensure critical updates were downloaded to newly deployed systems and ensure users were able to connect to network shares
• Utilized RDC for remote support
• Microsoft Office 2003 support
• Imaged PC systems to meet with DISA network policies
• Troubleshot and resolved customer issues involving data migration
• Microsoft Outlook configuration and support