SUMMARY:

• Dedicated IT Professional with 10+ years of experience providing extraordinary technical support to a variety of stake holders.
• I am highly trained in client satisfaction and dispute resolution with over 10+ years of customer service experience.
• I consistently achieved record - high customer service rankings, always dedicated to learning new technology and teaching it to others.
• I have always given creative technical networking and programing ideas that have turned around underperforming operations, products and systems.
• I always lead by example and ensure the execution of all programs and polices of new projects, technical problems.

TECHNICAL SKILLS:

• Security Patch Management
• Agile/Waterfall Methodologies
• Windows 1995 - 10
• Mac OSX
• Heat
• Remedy
• OS Ticketing
• Footprints/Kaseya Ticket System
• Software Installations
• Advance Hardware Troubleshooting and Diagnostics
• Network Troubleshooting and Resolution
• Customer Service
• RCS/UCS
• Confidential Domino Administrator (Notes Client)
• Lotus Notes

PROFESSIONAL EXPERIENCE:

Confidential

Windows Desktop Support Specialist

Responsibilities:

• Supporting 700 users.
• Administered helpdesk technical support via phone, and in person.
• Evaluated, approved, tested, and deployed all standard, critical, and security patches via WSUS Solar Winds Patch Manager.
• Monitored, maintained, and recomposed VDI’s with latest patches and image using VMware Horizon 7 Admin Console, and VMware Vsphere client.
• Pc refreshes/data migrations
• Grouped users and PC’s in the correct OU/Groups using AD, reset passwords, and unlocked accounts.
• Managed, configure, and deployed Zero Wyse clients via Teradici PCoIP Management Console.
• Print Administration: Add remove printers, restart spoolers.
• Implemented changes through CAB.
• Used remote access via Kaseya.
• Used MaaS 360 for mobile device management.
• Mange the RSA Admin Security Console/ assigning & un-assigning RSA Secure ID fob’s

Confidential

Service Desk Analyst

Responsibilities:

• Supported more than 12,000 users
• Administered technical support via, phone, and email.
• Performed maintenance checks entitled to Army Attorney’s classified publications for attorneys.
• Updated clients’ profile accounts in Confidential Domino Admin on a daily basis.
• Created DVD’s by downloading information from the server to the DVD, labeling DVD’s with a label machine.
• Created, formatted and shipped all army publications and forms, DVD requests to customers all in/out of the continent.
• Revamped and published photos to the website using Adobe Photoshop.
• Managed all trouble shooting tickets in regard to our website and supporting applications, with minor escalation.
• Prepared, and published announcements on the website, pertaining to closings, deaths, applications errors/fixes for the military.
• Created blast emails from announcements posted to the website.
• Provided clients access to different databases by placing them in specific groups within Confidential Domino Admin.
• Managed inventory on all classified Army documents.
• Created SOP’s (KB) to send to clients and higher achy when complicated issues aroused.

Confidential

Helpdesk Analyst/Desktop Support/Deskside Support

• Work In Remedy on Work order tickets
• Provided end users computer support
• Desktop Support face to face, remote, and via phone
• Install software for users such as Adobe, MS Project, MS Visio, CCleaner, etc.
• Configure Lotus Notes databases and emails
• Open and close problematic tickets within Remedy BMC (Web based)

Confidential

Tier II Desktop Support/Deskside Support

• Supporting MD Judiciary Court Users - 1 year Contract (Ended)
• Upgraded PCs from Win XP to Win 7
• Upgraded users from Lotus Notes to MS Office Suites 2003/2007/2010/2013 as well as MS Outlook
• Added pc’s on & off the domain
• Reimaged Win XP hard drives using Symantec Ghost
• Handled roughly 20 to 45 tickets a day
• Mapped printers/networks and network drives
• Provided end users support/Client support
• Installed/Configured/ users email in Lotus Notes versions 7-8.0 using lotus notes id
• Set up and configured conference rooms for trainings, meetings, and presentations.
• Used Patch management to scan pc’s, laptops and deploy patches to certain workstations using Kaseya
• Configured Exchange server 2013 onto workstations

Confidential

IT Specialist/Desktop Support/Deskside Support

• As a stand-alone tech I supported Amtrak users
• Migration from Windows XP to Windows 7 Environment
• Troubleshoot and resolved non-escalated, and escalated client issues
• Added users to on/off the domain and grouped them using Active Directory
• Administered Admin rights
• Re-imaging Pc’s using deployment iron keys provided by Confidential
• Delivered Remote Support using RDC
• Configured exchange server 2010 onto workstations

Confidential

Tier II Desktop Support Specialist

• Included in a team of 4 conducted Asset Management/Inventory; kept track of all users equipment implemented in SharePoint 2010 as well in an excel spreadsheet
• Data Migration in Outlook and Google Chrome
• Mapping networks Printers, and Network Drives
• Delivered Desk side support, face to face, email, phone& remotely, for escalated and non-escalated issues using (Remote Desktop Connection)
• Set up conference rooms for conferences (Projector, Peripherals & Devices)

Confidential

Quality Control Technician

• I administered data migrations for users Windows 7 profile, google chrome, and outlook profile
• Asset Management\Inventory; kept track of users equipment for government purposes
• Mapping network drives
• Troubleshoot and resolved non-escalated and escalated client issues
• Used Snag it 9.0 to create quick reference guides for users