OBJECTIVE:

• Seeking a challenging IT position offering the opportunity to contribute technical and interpersonal skills toward the accomplishments of corporate objectives

PROFESSIONAL EXPERIENCE

Confidential, Fort Meade, MD

Tier 1 Helpdesk Technician

Responsibilities:

• Assisted users in the agency via telephone, email, First point of contact of customer service for users
• Documented and recorded all the user s issues and requests in the Remedy ticket tracking system
• Provided step - by-step instructions on troubleshooting and installing applications and software in a courteous and professional manner
• Troubleshoot CAC card issues
• Troubleshoot Outlook email issues
• Mapped network printers
• Used remote control software (Dameware) to connect to users over the computer to identify and solve problems of computer related issues
• Trained new helpdesk staff on phone support, procedures, and performance standards
• Rotated off hours and on call schedule to support users and systems

Confidential, Washington, DC

Computer Helpdesk Technician

• Configured, troubleshoot, tested, and maintained hardware and software to ensure the availability and functionality of the systems as a customer support helpdesk analyst
• Answered office incoming technical issues from phone calls, emails, and walk - ins
• Documented and recorded all the user s issues and requests in the Remedy ticket tracking system
• Scheduled and coordinated the acquisition, upgrade, and maintenance of customer workstations
• Planned and delivered customer support service, including installations, configurations, troubleshooting, customer assistance, and training in regarding to the customer s needs and requirements
• Resolved users issues with account creation, password resets, expired and locked-out accounts
• Oversaw the recovery of data in the event of hardware and software failure and prepared standard log-in scripts and established network access protocols to ensure customers gain local and remote access
• Researched and analyzed Information Technology problems, issues, and program requirements relative of promoting services and products to the agency mission
• Assisted users with how to use their VPN tokens
• Used remote control software (Dameware) to connect to users over the computer to identify and solve problems of computer related issues
• Troubleshoot network connectivity utilizing Fluke IP Network Analyzer
• Communicated with Network operation and development teams to escalate advanced issues
• Resolved network and local printer issues
• Provided software installations
• Provided assistance with Outlook email issues
• Tracked equipment and loaner laptops and projectors
• Installed the Symantec Ghost for imaging computers and laptops and set them up for the ongoing deployment and migration from Windows XP to Windows 7 for the agency
• Plan the sequence of actions necessary to accomplish assignments which entailed coordination with Others outside the organizational unit and development of projects controls and adaption of guidelines r precedents to the needs of the assignments

Confidential, Bethesda, MD

Helpdesk Support Technician

• Configured, troubleshoot, tested, and maintained hardware and software to ensure the availability and functionality of the systems as a customer support helpdesk analyst
• Answered office incoming technical issues from phone calls, emails, and walk - ins
• Documented and recorded all the user s issues and requests in the Remedy ticket tracking system
• Scheduled and coordinated the acquisition, upgrade, and maintenance of customer workstations
• Planned and delivered customer support service, including installations, configurations, troubleshooting,customer assistance, and training in regarding to the customer s needs and requirements
• Resolved users issues with account creation, password resets, expired and locked-out accounts
• Oversaw the recovery of data in the event of hardware and software failure and prepared standard log-in scripts and established network access protocols to ensure customers gain local and remote access
• Researched and analyzed Information Technology problems, issues, and program requirements relative of promoting services and products to the agency mission
• Assisted users with how to use their VPN tokens
• Used remote control software (Dameware) to connect to users over the computer to identify and solve problems of computer related issues
• Troubleshoot network connectivity utilizing Fluke IP Network Analyzer
• Communicated with Network operation and development teams to escalate advanced issues
• Resolved network and local printer issues
• Provided software installations
• Provided assistance with Outlook email issues
• Tracked equipment and loaner laptops and projectors
• Installed the Symantec Ghost for imaging computers and laptops and set them up for the ongoing deployment and migration from Windows XP to Windows 7 for the agency
• Plan the sequence of actions necessary to accomplish assignments which entailed coordination with Others outside the organizational unit and development of projects controls and adaption of guidelines r precedents to the needs of the assignments

Confidential, Washington, DC

Helpdesk Technician

• Ghosting of computers
• Migrated computer systems for users by re - imaging PCs to Windows XP
• Backup and transferred of customer data, configure email applications; added users n Active Directory
• Assisted with the deployment of installation of the moves of computer hardware

Confidential, Washington, DC

Tier II Technical Support Specialist

• Workstation: unboxed equipment, checked inventory, set up/power on; set up default configuration; installed hardware; deployed workstation
• Connect to network; connect to peripherals
• Backup and transferred of customer data, configure email applications
• Provided direct desktop support of configuring and troubleshooting wireless connectivity
• Installed and configuration of HP computer hardware, laptop, and software to include site specific applications
• Set users accounts in Active Directory (user creation, group membership password reset, user lockouts, account restrictions)
• Used Ghost for computers
• Set up network and desktop printers
• Detailed troubleshooting of Outlook including PST s and configuration
• Trained personnel in proper use of hardware and applications

Confidential, Alexandria, VA

Tier 1 Computer Help Desk Specialist

• Troubleshoot end - user hardware, software, and networking problems in a windows environment
• Responded to telephone calls, email, and personnel requests for technical support
• Walked user through installing hardware and configure workstation issues
• Prompted escalate unresolved issues by assigning to the appropriate workgroups
• Diagnosed various network, hardware, and software issues
• Reset user passwords and assisted user lockouts
• Configured dialups, VPN accounts
• Documented, tracked, and monitored the status of all calls and issues to ensure a timely resolution into our Remedy Ticketing System