SUMMARY

Highly skilled in installing, repairing, maintenance and troubleshooting computer hardware and peripherals. Works well independently, or in a group setting providing all facets of computer support. Working knowledge of networking devices and printers. Knowledge and understanding of numerous software packages and operating systems. Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results. Excellent analytical and problem solving skills.

PROFESSIONAL EXPERIENCE

Confidential

Help Desk Technician

Responsibilities:

• Primary Technical support for over 400 end users around the world
• Provide technical training for end - users on support software and programs to ensure they are being used correctly as well as developing training course.
• Training users in new applications (web based and sometimes classroom environment)
• Provide telephone helpdesk and onsite support to local end users as well as end-users in our foreign offices while providing extraordinary customer service skills .
• Provide Deskside support to all local end users by diagnosing and resolving software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
• Work with staff to establish training schedules as well organize and conduct training session with all users
• Imagining and configuring PCs that are required to fulfill incidents, IMAC and Refresh projects as well as install, test and troubleshoot computer and peripherals.
• Provide mobile phone support by setting up new / current end users work email on mobile phone as well as their two factor authentication
• Assign software License to end users as well as provide a quick training on how to work that supported software.
• Perform administrative tasks including accounts creations, passwords reset, email accounts and granting access to drives, folder, groups and files in accordance to security guidelines.
• Responsible for moving, installing and removing (Moves, Adds and Changes (MAC)) on-site IT and related equipment in support of ongoing operational activities. Support-Shared Equipment Handling and Support management of shared equipment.

Confidential

Service Desk Analyst Tier 2

Responsibilities:

• Provide phone and in-person support to users in the areas of email, directories, and standard Windows desktop application to over 70,000 HHS employees.
• Provide single point of contact for troubling shooting hardware/software PC & printer problems.
• Provide courteous, quality and responsive support to all HHS customers
• Provide assistance with desktop applications, network and general workstation
• Create, resolve and escalate tickets to individual queues using Remedy
• Provide end user support post migration
• Installed and configured COTS/GOTS applications
• Applied solutions by restoring broken or intermittent connections
• Adjusted software configuration, installed patches and rebooted entire system
• Maintain, repair and install personal PCs and network hardware/software
• Provide users with mobile phone training as well as quick helpful tips on how to work their new phones and apps on phone.
• Provide level 2 end-user technical support for windows 7, Microsoft Office, Network connectivity
• Blackberry Support, adding and deleting users to the network

Confidential

Tier 1 Support

Responsibilities:

• Install software , modify and repair hardware and resolve technical issues
• Display courtesy and strong interpersonal skills with all customer interactions
• Provide basic technical training to new end users as well as new staff.
• Develop quick reference guides to assist end-users with challenging software application features
• Manage windows workstations including desktops ,laptops , and tablets
• Ensure that remedy and spice works tickets are resolved or escalated
• Develop  client SharePoint Foundation 2010 sites and provide support as needed
• PC refresh and migration XP to Windows 7 and 8
• Process incidents/request in a high pressure, time sensitive environment via phone, email, instant messaging and desk side.
• Provide initial troubleshooting of problems including root cause analysis for desktop, laptop and printers(local / network)
• Create and manage network accounts to include granting access to secured file shares
• Manage bench IT inventory
• Active directory- Account creation, Password resets, Group Policies.

Confidential

PSE Mail Processing Clerk / Dock Clerk

Responsibilities:

• Prepare and organize work area, ensuring tools and equipment are ready.
• Run mail processing machine, Clearing jams and ensuring flow of the mail.
• Load and unload mail, culling items
• Receive ,sort and deliver mail and packages , ensuring outgoing mail is picked up by mail handlers
• Use customer service skills to communicate with diverse group of people to complete task.
• Sort Incoming and outgoing mail , according to type and destination , by hand or by operating electronic mail -sorting and scanning devices
• Promote a safe work environment through personal actions. Identify any safety concerns, as well as cost saving opportunities.
• Verify all orders and record shipping and receiving information.
• Complete shipping and receiving orders including necessary labels and stickers.
• Update computer inventory reports, Authorize product for shipment and receipt.
• Inform supervisor of any issues with drivers. Maintain security procedures at dock.
• Notify Customer Service Specialist of any customer issues. Assist in their resolution. Assist in tracking any missing shipments.
• Rectify contractor problems using all resources