SUMMARY:

• Highly skilled IT professional with a solid track record for being an expert solution designer and troubleshooter. Have been an integral part in designing, implementing, and supporting tech solutions in a variety of environments.
• Motivated to become a cyber - security and coding expert and enterprise technical system designer.

SKILL:

• Technical troubleshooting skills for rapidly and cost effectively resolving challenging technical issues with various software, hardware, and peripheral components
• Experience in designing technical solutions and procedural documentation for various business scenarios
• Proficient in Windows Active Directory
• Expert in virus detection and removal
• Experience with working in and designing large scale data management operations
• Installing/configuring Windows 7,8/8.1, and 10 machines
• Proficient in Windows registry editing
• Experienced in using and troubleshooting VPNs, and proxy servers
• Experienced in using and troubleshooting using Remote Desktop applications, primarily Microsoft SCCM, Bomgar, Goto Assist, and Citrix
• Proficient in using and managing Microsoft and Google office cloud solutions (Google Drive, Office 365, Sharepoint, and Base Camp)
• Experience working within an ITIL framework
• Experience with using various ticketing software such as SysAid and Remedy Force
• Experience working with Oracle CRM
• Expert in Operating System optimization; registry cleaning, MsConfig, Windows Control Panel Settings, etc.
• Setting up and supporting routers, modems, LAN, and Wi-F i connections
• Understanding of DNS, TCP/IP, WAN, LAN, Dial-up, and Broadband
• Proficient in full Microsoft Office Suite 2013 & older (Excel, Access, Outlook, PowerPoint, Word)
• Configuration and maintenance of internet browsers such as Firefox, Internet Explorer, Google Chrome and more
• Familiarity with LanDesk remote enterprise management system
• Proficiency in installing, configuring, and troubleshooting video chat applications including: Cisco WebEx, Skype, Google Hangouts, and Oovoo
• Experience in using analytics software; Google Web Analytics & Chartbeat
• Experience with Linux based operating systems, primarily Debian
• Understanding of and ability to write in programming languages; Java, C++, and C+
• Experience with HTML, XML, and Wordpress
• Expert in Adobe Design Suite; Photoshop and Illustrator
• Experience in using and troubleshooting Apple MAC OSX
• Familiarity and experience with using SEO (search engine optimization) methodologies
• Typing speed 65+ WPM
• Conversational Spanish, novice French, novice Arabi c

PROFESSIONAL EXPERIENCE:

Confidential

Digital Content Creator & Growth Hacker

Responsibilities:

• Organizing and implementing the best technical solutions in order to help the company reach customers, partners, and investors.
• Website design editing via Wordpress
• Implementation of search engine optimization strategies
• Designing and managing the companies social media campaign via Facebook, Youtube, Twitter, and Google+, Google Adwords, Instagram, & StumpleUpon
• Creating graphic designs

IT Support Specialist

Responsibilities:

• Remote troubleshooting of technical issues for students and staff on various computers and mobile devices via phone and remote desktop support with Goto Assist and Citrix
• Supporting and troubleshooting university applications such as ICampus, BlackBoard, Canvas, and Pearson I l abs
• Remote downloading, installation, and troubleshooting of Microsoft Office 2013
• Troubleshooting internet browser issues (Chrome, IE, Firefox, & Safari)
• Advising students on the best course of action for dealing with technical and administrative issues

IT Support Specialist

Responsibilities:

• Solved and administered help desk support tickets for hardware, software, mobile, operating system, and network issues within an ITIL framework via phone and remote desktop support
• Primary virus detection and removal technician
• Troubleshot and installed police department devices and software
• Managed user Active Directory accounts: enabling/disabling accounts, password management, group lists, administrative rights, resource access, resource enabling/disabling, and unlocking accounts
• Configured and supported VPN and remote desktop software
• Troubleshooting BitLocker Drive Encryption
• Remote print server troubleshooting and management
• Troubleshot full range of Windows 7 & 8 issues including registry editing
• Java installation and configuration troubleshooting
• PC speed optimization
• Microsoft Office 2003-2013 troubleshooting, primarily with MS Outlook and Exchange Server
• High volume ticket management and administration (20-60 tickets per day)

IT Support Specialist

Responsibilities:

• Created a physical backups and organized digital data management for company email archives
• Created documentation for Cisco WebEx conference call/video software
• Conducted a training session on Microsoft Office 365 including One Drive & SharePoint
• Performed user profile back-ups and migrations
• Solved help desk support tickets on hardware, software, operating system, mobile phone, Cisco phone, and network issues via both phone support and desk-side support.
• Set up and installed hardware, software, and networking components for employee work stations
• Deployed system images onto various machines
• Troubleshot LAN and WAN connection issues
• Installed custom modules for Microsoft Outlook
• Configured and supported VPN and remote desktop software

Ecommerce Manager & Tech. Support Specialist

Responsibilities:

• Online sales, traffic generation, search engine optimization, and technical support and support for electronics department
• Created and managed online sales listings
• Troubleshot & supported consumer electronics via email and online messaging
• Managed Excel spreadsheets to organize sales and accounting information

Search Engine Evaluation & Optimization Technician

Responsibilities:

• Analyzed, evaluated, and categorized search engine queries from English speaking users
• Conducted in-depth internet based research and provided query data for business and search engine owning firms (mainly Google & Yahoo)
• Used Google Analytics system principles and algorithms to manage and organize queries

Virtual Listing Creator

Responsibilities:

• Helped to create a virtual business directory for Patch.com in Gaithersburg, Maryland
• Used Adobe Omniture to create digital business listings
• Organized business data using Chartbeat Real Time Analytics principles in order to maximize web traffic for business listings
• Set-up & troubleshot digital photography hardware & software