SUMMARY:

• Technical Service Manager/Computer Technician
• Hardware Problem Determination and Repair of Desktops, Laptops, Laser Printers, Servers, Point of Sale Store Systems, Automatic Teller Machines,
• Vending Machines and Flat Panel Televisions *Setup and configure Scientific Interface Cards *Backup and Migrate User Data *Support WAN Network Operations
• Troubleshoot Local Network Problems
• Manage LAN Cable Installation Projects
• Install LAN Patch Panels with Punch - Down Block and Network Monitoring tools *Install Configured Network Routers, Switches and Circuit Extensions
• Install Home/Office Audio/Video
• Desk-Top Computer Support
• Technical Research, Project Management, Technical Instruction Writing and Knowledgebase Article Creation
• Troubleshoot Windows-7, 10 O.S. OSX apple Problems and Proprietary Software Application issues
• Remote Desktop and Dameware Remote Control Tools
• Windows Image Development and Deployment
• Active Directory Users and Computers
• Reg-Edit Problem Determination and Editing
• Process Monitor and Event Log Analysis *ODBC Configuration *TCP/IP Client Network Configuration
• Hyper-Terminal for Network Device Configuration
• Symantec Anti-Virus Support *MS OFFICE 2003, 2007, 2010 *IBM Lotus Notes 8.5 *apple certified technician.

CAREER EXPERIENCE:

Lan Admin/ System Engineer, Herndon, Va

Confidential

Responsibilities:

• System engineer tier 3 lead for vion
• Provided support for pc and mac os systems.
• Responsible to creating and maintaining the vion’s standard os imaging process for both pc and mac os.
• Responsible for the onboarding process of training all new it team members to voin’s workload and processes.
• Worked with the ceo closely for on and off campus it support.
• Responsible for ordering it hardware and maintaining all it assets.

DATA CENTER TECHNICIAN, ASHBURN, VA

Confidential

Responsibilities:

• I am one the primary resolver for our support team, and are skilled at troubleshooting one or more operating systems .
• I trouble-shooted and resolved all but the most complex infrastructure issues. Issues are escalated to the appropriate resolver groups when necessary.
• I created and maintain documentation on technologies you support and are able to convey SOPs to junior staff.
• Maintained all aspects of the equipment you support.
• I Provide hardware support for multiple different Customers Match.com, Vimeo, Value-Click
• Installed and imaged servers for multiple customers

IT HARDWARE CONCEPTS:

• RAID
• SAN x86 Architecture
• SCS

PC Support Technician

Confidential, Dulles, VA

Responsibilities:

• Provided top level computer support to Engineers and other Support Staff
• Imaged laptop and desktop systems then installed and configured software applications depending on specific job titles and user software requirements
• Diagnosed and solved problems with software applications and computer responsiveness using Reg Edit, Process Monitor and Event Log analysis
• Repaired hardware problems on desktops and laptops and performed RAM and Graphics Card upgrades and Motherboard replacements
• Solved complicated problems that required research and extensive problem determination then created Knowledgebase Articles for IS Support Staff
• Created several new undocumented processes that standardized PC Technician operations: Workstation Build Checklist, Workstation Decommission Process, User Data Backup and Verification Process, New Computer Equipment Receiving & User Notification Process and also wrote a TEMP File Deletion Script

Confidential

Responsibilities:

• Technical Service Manager and Service Technician for the repair, installation and configuration of various PC Based Workstations and Network Systems
• Negotiate and manage projects from initial customer contact to final customer survey *Hire and supervise temporary workers *Manage supply logistics
• Install, troubleshoot and repair PC Operating Systems and Application Programs on computer devices with specific purposes such as Point-of-Sale Store Systems, Customer Kiosks, Vending Machines, Automatic Teller Machines, Photo Printing Centers and Indoor/Outdoor Advertising Systems
• Install Network Routers and Switches that are connected to WAN circuits
• Run bundles of LAN Cables to Patch Panels then crimp/terminate *Run DEMARC circuit extensions for T1, T3 and other circuits *Manage LAN Install Projects
• Verify Cable connectivity with LAN Cable Tester *Perform Head-to-Head Tests on circuits using Confidential Tester and Confidential PC Application
• Conference with Network Operation Centers and Local Exchange Carriers to solve circuit problems *Follow detailed instructions as required and lead when needed
• Install Home Theatre Systems in customer’s home or office
• Securely wall mount Flat Panel TV’s and other devices *Run and fish cables through walls for TV, phone and LAN *Train End Users how to use computer software and various electronic consumer products *Repair HP Flat Panel Televisions to board level

Help-Desk Analyst

Confidential, Richmond, VA

Responsibilities:

• Provided expert computer phone support to Confidential Health System employees
• Diagnosed and solved computer related issues with desktop applications and proprietary software programs used by Doctors, Nurses and Hospital Admin
• Used many different software tools and utilities to analyze situations and quickly provide useful feedback to computer users on the phone
• Connected remotely to user’s workstation using Dameware and Remote Desktop
• Diagnosed VPN connectivity issues for home office users
• Created incident reports and assigned to appropriate support team using many different paging and tracking systems such as CA Unicenter software
• Tracked critical incidents to conclusion and researched issues to determine root cause of problems then documented and created knowledgebase articles
• Created management reports and technical documents that added relevant instructional data to Help-Desk Discussion Boards
• Performed duties during off hours and weekends with little direct instruction and no direct supervision