OBJECTIVE:

To obtain challenging IT position with Global Company which values a self - motivated computer professional with over 7+ years of experience in imaging, configuration, support, maintenance, and troubleshoot computers.

SUMMARY:

• Results - driven and energetic professional with 7+ years of work experience in diverse help desk roles
• Detail-oriented and work well under pressure.
• Has excellent interpersonal skills.
• Highly skilled in responding to tickets generated by users in a timely manner
• Demonstrated ability to diagnose and fix problems of operating systems, various hardware like Dell and HP
• Demonstrated ability to learn and support new and quickly-changing technologies.
• Demonstrated ability to research solutions or information regarding technical issues.
• Communicate effectively to provide phone, desk-side, and email support.
• Committed to provide excellent customer support.
• Hands-on experience in responding, tracking, and following up to telephone, emails and end user requests for support.
• Handle daily tasks and take on emergency and high priority projects.

TECHNICAL SKILLS:

• Windows XP, 7, 8, 10
• Wireless /VPN
• Basic Linux Skills
• Productivity Software
• Network Connectivity
• System Migration
• Printer driver Installation
• New User Training
• Inventory Tracking
• System Upgrade/Troubleshoot

EXPERTISE AREA:

• Excellent computer hardware, software skills and troubleshooting
• Excellent Microsoft Windows troubleshooting skills, MS office suite and Mobile Devices
• Familiarity with Active Directory - creating new users, changing folder/file permission
• Workstation imaging, data transfers, and hardware support.
• Setup network devices Wired & Wireless
• Maintain and support by phone, email and onsite.
• Basic Linux troubleshooting Skills, Familiar with CLI
• Well organized and able to handle multiple tasks
• Agile in learning new software and technologies
• Able to support most software Apps
• Good team player and skilled technician
• Software & hardware support
• Steady work pace and strong work ethics

PROFESSIONAL EXPERIENCE:

Technical Support Specialist

Confidential

Responsibilities:

• Reimage and Configuring HP Laptops and Desktops windows 7,8, & 10
• Install, configure &map printer to Desktop and Laptops
• Staging, Install AIR watch, Configure Encrypt IOS, Android, I Phone & I Pad
• Set up new user account, add office user to local admin group and configure permissions
• Create computer account to join domain
• Apply, troubleshoot patches and security fixes
• Verify user Log on Checklist
• Updated MS office, machine renamed,
• Configure network card, update setting for optimal performance
• Configure laptops to discovery Wireless use senate
• Set up cisco any connect, soft token to user laptops
• Experience in HP Service Manager ticketing system
• Install Symantec end point protection, and apply correct symlink file
• Working & management knowledge of AD, DNS, DHCP (Resetting password, unlock, create new user account, share folder & Join domain)

Help Desk Support Technician

Confidential, MD

Responsibilities:

• Systems Support production environment supporting Windows 7 and 10
• Install and Optimizes HW/SW/Networking products and configurations
• Install and manage systems and deploy configurations and baseline using Microsoft Systems Center Configuration Manager (SCCM) pushes (Lync Install W/ patches, activation. updates, add removal).
• Install and configuring Centos (Red hat RHCL-7)
• Working Remedy ticketing system
• Working & management knowledge of AD, DNS, DHCP (Resetting password, unlock, create and share folder)
• Formatting and install OS Image windows 8.1 and Lync /Skype file and patches
• Download & install 365, 2013,2010 MS Office Install MS Project pro 2010, Visio Pro and PPM Analysis
• Install Encrypt and Decrypt Bit locker, Verify checkpoint VPN
• Install and configure Cisco Phone system
• Track record of working with end users and providing technical support

Help Desk Support Technician

Confidential, MD

Responsibilities:

• Imaging and Configure HP Laptops and Desktops windows 7 and 10.
• Install and Optimize HW/SW/Networking products and configurations.
• Installed and managed systems and deploy configurations and baseline using Microsoft Systems Center. Configuration Manager (SCCM) pushes (Lync Install W/ patches, activation. updates, add removal).
• Experience in Exchange 2013, Skype for business and Lync 2013.
• Working experience in Remedy ticketing system.
• Working & management knowledge of AD, DNS, DHCP (Resetting password, unlock, create and share folder)
• Formatting and install OS Image windows 8.1 and Lync /Skype file and patches.
• Download & install 365, 2013,2010 MS Office Install MS Project pro 2010, Visio Pro and PPM Analysis.
• Install Encrypt and Decrypt Bit locker, Verify checkpoint VPN.
• Install and configure Cisco Phone system.
• Track record of working with end users and providing technical support.

Help Desk Technician

Confidential, Alexandria. VA

Responsibilities:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person or over the phone.
• Maintain daily performance of computer systems.
• Respond to email messages for customers seeking help.
• Walk customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Backup data and Transfer file to Windows 10
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Follow up with customers to ensure issue has been resolved
• Familiar PXE Imaging with SCCM
• Perform backup through EMC Avamar and remove virus and malware infections.
• Manage and maintained User account in Active Directory
• Perform hard drive Encryption, decryption, recovery and administration via McAfee SAFEBOOT and window Configure, test and modify user accounts
• Resolved problems with Desktops/Laptops, Upgraded the OS
• Opened, tracked and closed trouble tickets on BMC Remedy

IT Assistant

Confidential, Church, MD

Responsibilities:

• Provide technical support to customers via telephone, email and onsite
• Analyze and troubleshoot software and hardware issues
• Configured Windows XP/7 desktop and laptops for use on local area network.
• Identify virus issues and clean the machines for reuse.
• Maintain Workstation and laptop has updated software and latest virus definitions
• Ensure technology is equipped with the latest hardware and software and is accessible to end users.
• Coordinate video producing, advertising updates and communications, ability to create podcasts,
• Make sermons post chronologically (in order),
• Set up podcast and/or video for delivery to congregation (spoken word) via the Covenant webpage and enable worship service video usage.
• Perform installations, web-site recommendations, technology maintenance, updates and repair work on any audio, video and computer related equipment that supports the church.
• Convert copies the Audio messages and upload them to church website.
• Coordinate technology use in multiple forms at Covenant meetings and ministries. For example, using Skype during the worship service or at mission’s meetings, use of technologies for seminars,

Quality Control Tech

Confidential, MD

Responsibilities:

• Assists product management team with various duties like Identify product variations, Enhance the quality Standard efficiently and Effectively.
• Opens, and Process of batch history records accurately, per daily product requirements to sort’s lists.
• Track systems and Maintain complete logs.
• Generates batch coeds, sorts, process and, handle the full range of quality product & documents to the ensured quality control standard.
• Work effectively and efficiently in a team-oriented environment to keep GPM Pharmaceutical Manufacturing operations running smoothly
• Conducted physical and chemical analysis and create product quality reports.