OVERVIEW:
Skilled at performing a wide range of functions e.g. hardware/software installations and upgrades, trouble shooting, and user support. Excellent problem-solving and interpersonal skills, with the ability to adapt to new surroundings. Committed to achieving quality results.

EDUCATION:

Certificates: A+, MCSE (in-progress Unisoft Technology)
Stratford College, Professional Courses, and Seminars:
Implementing DOS; LANs, IBM Computer Systems; AST Computer Systems

EXPERIENCE:

Confidential, (Silver Spring, MD) Aug 2009 -Present
Hardware Server Technician
(Environment: Windows XP, MS Office2007, Remedy, Outlook, VPN, ICE(Hp's tracking system))
As a contractor for the Citibank, my job included but was not limited to:

• Troubleshoot, Setup and resolve hardware technical problems
• Install new hardware to servers
• Order and Ship parts to HP
• Keep inventory of hardware parts
• Open and close tickets
• Coordinate with system administrators when to shutdown and restart severs for repairs
• Daily reports

Confidential, (Washington, DC) Sept 2008 - July 2009
Jr. Software Engineer
(Environment: Windows XP, MS Office2003, Remedy, GroupWise 6.5, Symantec Live State Delivery, HyperSnap-DX5)
As a contractor for the Library of Congress, my job included but was not limited to:

• Oversee end-user testing activities and procedures on current platform
• Document applicable information user HyperSnap-DX
• Apply analytical problem-solving methodologies
• Support the development of a variety of SDLC-based deliverables
• Inventory of computer hardware equipment
• Image PC and Laptops using Symantec Live State Delivery

Confidential, (Bethesda, MD) June 2007 - June 2008
Desktop Support
(Environment: Windows XP, Windows Vista, MS Office2003/2007, Remedy, Impact, Outlook, Ghost, LiveLink, VNC remote software,)
As a contractor for the National Institutes of Health, my job included but not limited to:

• Troubleshoots and resolve technical problems
• Interact with users on existing problems
• Inventory of all computer hardware equipment
• Install new hardware and software to users
• Providing user with hardware loners (laptops, blackberry, PC, and cell phones)
• Image PC and Laptops using Ghost
• Setup, configuration, and troubleshooting of Blackberries
• Provides updates of all software loaded on Pc's and Laptops
• Monitor Remedy queue for tickets from users with issues
• Configure laptops for warless connections, and WEP
• Provided support for multiple sites using remote software

Confidential, (Landover, MD) June 2006- Sept 2006
Helpdesk Technician
(Environment: Windows XP Pro, Windows 2000 pro, MS Office, Magic Service Desk, Active Directory, Outlook, DynaComm ver. 8(mainframe))

• Providing telephone, and remote support to all PG CO. Gov't users.
• Troubleshoots and resolve technical problems
• Interact with users on existing problems
• Provides password reset on domain and mainframe
• Tracks all calls and creates work tickets using Support Magic
• Escalates calls to appropriate departments and on call staff

Confidential, (Baltimore, MD)Apr 05 - May 06

(Environment: Mac OS X 10.2-10.4.1, iLife, (iPhoto, iDvd, iMovie, iTunes, Garage Band), Text Editor)
As a contractor for Apple Computer, my job is to assist Apple customers with any and all kinds of problems that they have concerning their portable computers and peripherals. My responsibilities included but not limited to:

• Provide technical support to all Apple portable computer customers
• Provided technical support for Airport express cards and Airport routers
• Configuring and troubleshooting Airport cards, Airport routers and all peripherals
• Assisted customers with repair setup for any and all computer needs
• Assisted user with purchase of hardware, software, and extended warranty

Confidential, (Baltimore, MD) Feb 05 - Mar 05
Desktop Technician
(Environment: Windows 2000 server, Windows 2000 professional, Windows XP Professional, MS Office 2003, MacAfee, Blackberry 3.7/4.0, Clientele Helpdesk)
Provided helpdesk support by moving departments and equipment within the company Headquarters. Responsibilities included but were not limited to:

• Providing telephone and desktop support to users.
• Interact with users on existing problems after hardware upgrades.
• Installing, Configuring, and Troubleshooting new laptops and desktops with proper image and software that was delivered to users.
• Installing and configuring blackberry desktop software.

Confidential, (Washington, DC) Mar 02 - Feb 05
Network Support Specialist
(Environment: Remedy, Novell, Windows NT 4.0, Windows XP pro, Windows 2000 Server, MS Office 98/2000/XP, MS Outlook, IE, Norton Utilities, Lotus Notes)
Responsibilities included support for 1100 users. Part of a four-person Tier 2 units assisting an eight-person helpdesk. Responsibilities included:

• Installing, Configuring, and Troubleshooting PCs, Laptops, Blackberry, Palm PDAs, and Servers.
• Installation of hardware upgrades for PCs that were too slow for XP upgrade.
• Providing telephone, remote, and on-site support to all users.
• Interact with users on existing problems after XP upgrades from NT 4.0.
• Proxima Setup.

Confidential, (Washington, DC) Feb 01 - Mar 02
Sr. Network Administrator
(Environment: IBM-compatible PC s, Windows 2000 Server/ Professional, Windows 98, Windows ME, Novel 5.0, PC Anywhere, Perfect Office, Microsoft Office 2000, Microsoft Office XP, Internet Explorer, Netscape, Norton Ghost 7.0)
Responsible for installing a network for all the BIC's (Business Information Centers) around the country. Supported the BIC\'s remotely using Net meeting and PC Anywhere. Other responsibilities included:

• Installing, configuring, and troubleshooting IBM compatible PC's and Servers.
• Installation of hardware upgrades.
• Providing telephone, remote, and on-site support.
• Interact with users on existing problems.
• Performs LAN installations.

Confidential, (Washington, DC) Jul 99 - Feb 01
Technical Operations Support Analyst
(Environment: MS-DOS, Windows NT Server, Windows NT Workstation 4.0, Norton Ghost, Windows 98, Windows 95, Remedy, Novel 4.1, WordPerfect Office, Microsoft Office 2000, Microsoft Office 97, Lotus Notes, Internet Explorer, Netscape.)
Supported a division called Tax Management, which was responsible for providing updated tax information and software to their clients. Responsibilities included:

• Providing technical support to unit managers and staff to resolve all types of problems.
• Setup and installing workstations and other peripherals.
• Assisting personnel in making effective use of microcomputer hardware and software resources may include ad hoc personal training, recommendations for modifications to hardware of software configurations, and/or other customization of software systems.
• Monitoring and maintaining backup and virus protection functions on workstations.
• Served as primary liaison with BNA technical operations unit.
• Participated in special projects and performs other duties as assigned.

Confidential, (Jacksonville, FL) Feb 98- Jul 99
Technician/Trainer/Web Master
(Environment: IBM-compatible PC s, MS-DOS, Windows 95, Windows NT, WordPerfect7.0, Netscape, Microsoft Office 97, Internet Explorer, Outlook, FrontPage 98, Real Audio, Easy Photo)
Responsibilities included:

• Installation of hardware/software upgrades.
• Troubleshooting all hardware and software.
• Seminar Internet Training Development.
• Video Encoding MPEG & AVI.
• Audio/Video Production.
• Web Page Design and Implementation/Hosting.

Confidential, Antitrust division (Washington, DC) Jul 95 - Feb 98
Microcomputer Specialist
(Environment: IBM-compatible PC s, MS-DOS, OS/2, Novel 4.1, WordPerfect 5.2, WordPerfect, 6.1, Lotus 123, Excel, Soft Solutions, Reach out, Perfect Office, GroupWise)
As a contractor for the Dept. of Justice, Antitrust division, we supported many buildings. I was in charge of one of the many buildings we supported and my responsibilities included:

• Installing, configuring, and troubleshooting IBM compatible PC s
• Installation of hardware upgrades
• Providing telephone and on-site support
• Interact with users on existing problems
• Performs LAN backups

OTHER SKILLS:

Hardware: IBM PC s and compatibles Pentium I, II III, IV processors, Laptops, Palm PDA, Pocket PCs

Software: Windows NT, Windows 95/98, Windows 2000/XP, MacAfee Help Desk, Netscape, Internet Explorer, AOL, Novell LAN, Perfect Office, Microsoft Office2000/XP, Soft Solution, Reach out, WordPerfect, MacDraw, MacWrite, Norton Utilities, Norton Ghost, Norton PC Anywhere, GroupWise, Reflection2, Lotus Notes, F-Prot, Outlook, MacAfee, FrontPage, Real Magic, Adobe Acrobat, Easy Photo, Edius, DPS Velocity