SUMMARY:

• Result Oriented IT Professional with proven experience in hands - on skills, technical support, higher level of customer service, ability to troubleshoot top level problems with PC and Laptop. Analyze technical problem, emerge with immediate resolution, and to properly generate a progress report.
• To pursue a permanent or contract position as a desktop or help desk support analyst to further develop my IT technical skills within the field.

TECHNICAL SKILLS:

• Provide resolution to network, modems, printers, hard drives, USB products, FireWire, and wireless issues.
• MS Window XP and Vista, Windows 7,8.1 and Windows 10
• MS Office 360 (MS Word, Excel, Access and Outlook.)
• Experience with Horizon, SysAid and Remedy ticketing system
• Experienced with Active Directory
• Hardware/Software Troubleshooting
• Excellent Customer Service Skills
• Troubleshooting Cisco Phones
• Technical/End User Support
• Types 50 WPM
• Apple Mac installation, configuration, VPN connection and troubleshooting.
• Adobe Acrobat full version support
• Capable of troubleshooting network issues
• Excellent written and oral communication skills in technical and training fields
• Hardware: Dell, Compaq, Toshiba and Hp Desktop and Laptop systems. Xerox printers, scanners, Desk Jet printers, CPUs, Monitors, Memory, PDAs, (Palm and others) Blackberry, and USB Hubs.

PROFESSIONAL EXPERIENCE:

Confidential, Alexandria, VA

Helpdesk Analyst

Responsibilities:

• Provided support for the United States Patent and Trademark Office as an OCIO Service Desk Analysts, servicing an enterprise environment with over 15,000 members.
• Troubleshoot LAN, WAN and VPN connectivity incidents.
• Experience with troubleshooting Microsoft Office 2010 and 2013
• Experience with RSA Secure Manager, DOS command prompts, and Remedy 7.6 ticketing system.
• Utilized Active Role (Active Directory) to modify users accounts. Recover user missing files using EMC Avamar software.
• Used remote compute control technologies via PC Anywhere, Confidential System Center 2012 R2 configuration Manager (SCCM), Lync and Junos Pulse Collaboration. Update Drivers via SCCM and Altiris.
• Application & Software troubleshooting: Confidential Office Suite, Symantec End Point, WebEx, Lync, Adobe Acrobat, and Printer (Local and Network).
• Superior Customer Service and problem solving abilities. Outstanding first call resolution statistics.
• Mentored new employees on policies, workflows, and customer support.
• Highly knowledgeable and efficient analyst resolving 15-25 tickets on a daily basis.

Desktop Support Specialist

Responsibilities:

• Manage general help desk and end-user support for team members.
• Set up equipment for employee use, ensuring proper installation of cable, operating systems and appropriate software.
• Confer with users and conduct computer diagnostics in order to investigate and resolve problems.
• Refer major software/hardware problems or defective products to vendors/technicians for service.
• Support ongoing maintenance and redesign of cluster equipment.
• Install, uninstall and relocate computer equipment and peripherals.
• Perform routine backups and archival of files stored on the network to assist with disaster recovery
• Take inventory of new equipment and distribute based upon the request of end-users.
• Tracking software licenses and providing daily support for copiers, printers and fax machines.
• Provide training and support to end users for using existing and new technological tools.

Desktop support

Responsibilities:

• Has the ability to maintain a good relationship with end users and co-workers.
• Supported end-users via phone, email and onsite regarding technical issue.
• Performed both hardware and software installations for Dell products while doing major PC rollout.
• Provided desktop/laptop and applications support on HP, Dell and IBM PC's for hardware/software problem resolution including network connectivity, software imaging application installation and configuration for end users.
• Supporting 20 calls a day to all computers related issues as well as software and hardware related problems for approximately 110 users.
• Received and recorded client calls into Remedy Ticketing System.
• Monitored the Help Desk Ticketing System remedy as part of our SLA and metrics system.
• Supported Confidential Office and Norton connectivity issues - LAN, VPN, and Wireless.
• Supported users with troubleshooting MS Outlook, retreated corrupted PST folders and updated security patches.
• Strong knowledge with Active Directory creating Network ID and Password, expanding email box and authorize users with different network drives.
• Remotely resolve client issues using team viewer.
• Trained users on applications such as Excel, Outlook, Access, InfoPath, Visio, OneNote, and Publisher.
• Resolved network mapping issues for internal and external users.
• Re-imaged laptop and desktops for new users.
• Assisted users with Blackberry resetting password and synchronize outlook.
• Created, tested, and managed desktop image standards.
• Assisted users with fiber optic video conferencing.
• Troubleshooting any software issues with OS, XP, Vista and Windows 7.

Desktop support/ Migration Project

Responsibilities:

• Deployments of computers.
• Supported users troubleshooting and repairing network connectivity, network access connectivity issues.
• Managed workstations using enterprise management tools.
• Created desktop/laptop/citrix build processes for domestic /global sites.
• Performed software distribution and patch management to Windows PC’s, laptops, and Citrix/Terminal servers.
• Tested and configured group policy settings.
• Identified, evaluated, and recommended new products, technologies, roadmaps and strategies.
• Developed and communicated technical systems and application standards to ensure compliance with existing standards.
• Maintained systems documentation for testing and validation.
• Worked with vendors to analyze and troubleshoot solutions.
• Performs other related duties as assigned.

Desktop support

Responsibilities:

• Provided Help Desk (Tier 1 and Tier 2) support for internal staff.
• Proactively monitored all systems to ensure optimal uptime and security are maintained including investigation, resolution, and explanation of user related issues.
• Managed and documented system configurations and IT policies.
• Participated in systems design, build, testing and deployments.
• Creates Desktop/Laptop/Citrix build processes for domestic /global sites.
• Proactively monitored and recorded all reported incidents to ensure timely and efficient resolution while providing quality customer care.
• Working in mixed mode environments with several operating systems (Mac and Windows)
• Imaged PC systems through the network and/or with an external HD.
• Created shared files, managed user roles, unlocked users and reset passwords using Active Directory.
• Set up AV equipment and VOIP conference calls.
• Set up emails for PC, Mac, and smart phone users.
• Created new user accounts for PC and Mac users.
• Hardware installation of new SSD, HD and RAM.