SUMMARY:

To obtain a professional technical position, that will enable me to utilize my extensive Desktop Engineering skills, and customer service skills in a growing and stable Information Technology environment.

TECHNICAL SKILLS:

• MS Office 2007
• 2010
• 2013
• MS Exchange
• Active Directory
• Windows XP
• 7
• 8.1
• 10. IOS
• OS X
• Citrix
• VPN
• Cisco VOIP
• Cisco UC
• WebEx
• VTC
• Bomgar
• Adobe Cloud
• PGP
• SCCM
• Remedy
• Service Desk
• MDM
• Airwatch
• GOOD
• MS Lync
• Windows Server 2003
• 2008r2
• IPad
• Box
• Google Apps
• Acronis
• MDT. SharePoint
• LANDesk
• LEO
• Salesforce
• VMWare

PROFESSIONAL EXPERIENCE:

Confidential

IT Help Desk Agent

Responsibilities:

• Assisted Confidential faculty and students with technical issues.
• Received inbound calls from faculty and students in Call Center
• Assisted faculty and students using LEO(online learning system)
• Met all customer sla’s with first call resolution rate of 88%.
• Provided password resets for all Confidential faculty and students.

Confidential, Washington, DC

Desktop Technician

Responsibilities:

• Resolved Help Desk tickets, and documented in OTRS system.
• Supported 70 users’ desk side with Win 7 and 8 OS.
• Imaged Lenovo laptops and installed proprietary software
• Responsible for asset management and updating database.
• Supported MS Lync, MS Office 2013, and Windows Server.

Confidential, Landover, MD

Help Desk Technician

Responsibilities:

• Responsible for all Help Desk functions.
• Answered incoming emails and phone calls for Help Desk.
• Supported MS Office, Windows 8.1,, WinServer2008, Mac OS
• Imaged desktop and laptop pc’s.

Confidential, Oxon Hill, MD

Network Technician

Responsibilities:

• Responsible for minor network cutover
• Installed new Cisco Router and Cisco switch.
• Confirmed Internet access.

Confidential, Bethesda, MD

Desktop Technician

Responsibilities:

• Desk side support for 150 users on a 3 man team
• Used Active Directory to maintain accounts, shared drive access
• Configured network, local printers, scanners, and copiers
• Supported MS Office 2010,Outlook, Exchange, Intranet
• IOS, Airwatch, MDM, Blackberry, Apple,Windows7
• Configured I Pads for MDM, Airwatch, and wireless.
• Remote access support for Cisco VPN, Citrix, Outlook and RAS
• Imaged and Configured laptops for wireless, and Cisco UC
• Setup A/V conferences using Cisco WebEx, Adobe Connect
• Service Desk ticket system used for managing help desk tickets

Confidential, McLean, VA

Desktop Technician

Responsibilities:

• Lone IT support for 85 users in office.
• Configured access points, and routers for wireless access.
• Responsible for Video Conferencing using Blue Jeans
• Configured all network printers, and local printers.
• Setup Cisco and Avaya phones, IPhone, I Pad for users.
• Responsible for all application and hardware installs.
• Utilized Service Desk ticketing system for asset management

Confidential, Bethesda, MD

Help Desk Administrator

Responsibilities:

• Configured Network printers, scanners, and copiers.
• Supported Win 7 and 8 OS, Windows Server, IOS
• Utilized TrackIT ticketing system for IT requests
• Responsible for setup of Cisco VOIP, UC, Jabber.
• Utilized BOX for document management and storage.
• Utilized WebEx for meetings, and remote control tool.
• Setup Airwatch agent for email on IPADS and IPHONES.
• Responsible for all hardware and application installs.
• Supported MS Office 2010, Exchange, Active Directory.

Confidential, Washington, DC

Help Desk Engineer/Contractor

Responsibilities:

• Responsible for all Help Desk/Desk side functions.
• Active Directory, Windows Server2008
• Performed pc laptop refresh(re - imaged) for 180 users
• Setup network scanners, copiers, printers for users.
• VTC, polycom setup with IP, DSL connections.
• Remote support for VPN, Citrix, GoToAssist.
• MS Office 0 for Windows /Mac OS support.
• Provisioned, and activated Smartphones using Definity.

Confidential, Washington, DC

Desktop Technician/Contractor

Responsibilities:

• IT Support for DC Charter school laptop pool.
• Responsible for hardware and software installations.
• Responsible for workstation setups, OS upgrades.
• Installed network, wireless, and local printers.
• Installed new images using MSDT.
• Utilized Aspen software for curriculum management.
• Configured routers, switches, and network ports.

Confidential, Washington, DC

PC Deployment Technician

Responsibilities:

• Deployed over 1400 workstations with new image.
• Ran windows, antivirus, and group policy updates
• Used Active Directory for account creation/deletion
• Setup virtual workstations using VMware.
• Migrated users to MS Exchange from Lotus Notes

Confidential, Washington, DC

Desktop Engineer/Temporary

Responsibilities:

• Help Desk and Desk side Support for 1000 users.
• Win XP, Win7, IOS, Server 2003 support.
• SMS used for software updates to workstations.
• Installed network printers, scanners, and copiers.
• Remote Access support for VPN, and Citrix.
• Managed tickets and assets using HEAT.

Confidential, Washington, DC

Deployment Technician

Responsibilities:

• Deployed over 200 pc’s in hospital environment.
• Configured network ports, switches, and patch panels
• Performed break/fix process for all hardware.

Confidential, Washington, DC

Help Desk Analyst

Responsibilities:

• Provided IT Support via phone and LanDesk.
• Remedy used for Help Desk tickets and asset control.
• Supported users with MS Office 03/07, and Win XP.
• Managed users’ accounts in Active Directory.

Confidential, Bethesda, Md

Desktop Engineer/Installation Specialist.

Responsibilities:

• Installed PGP encryption software manually
• PGP Universal Server used to monitor installs.
• Upgraded Mac OS Snow Leopard to Mac OS 10.
• Migrated users from MS Office 2003 to Office 2007 .
• Utilized Footprints database for ticketing system

Confidential, Washington, DC

Customer Support Analyst

Responsibilities:

• Performed Help Desk and Desktop support functions
• Installed and supported COTS software.
• Performed break /fix for all hardware and peripherals.
• Imaged Dell laptops and desktops using Symantec
• Used Remedy for ticket and asset management

Confidential, Washington, DC

Desktop Engineer

Responsibilities:

• Desktop support in Windows and Mac environment for 25 users
• Conference room setup using VTC and polycom.
• Printer calibration to meet staff requests.
• Remote support for Citrix, VPN, wireless connectivity
• Responsible for all hardware and software installations.
• Configured network ports, switches, patch panels, rack mounts.

Confidential, Wash., DC

Desktop Support Technician

Responsibilities:

• Desktop support for 65 users in Windows environment.
• Windows Vista OS, XP OS, hardware and application support.
• MS Office 2003, MS Exchange Server 2003 support