CAREER SUMMARY_
An experienced Information Technology Specialistskilled in both aspects of PC hardware and software. Able to work under pressure.Excellentcustomer service skills, able to give directions to non-technical users and provide guidance when requested. Offers strong diagnostic, troubleshooting and communication skills.Has 6+ years providing customer service and IT support to large enterprise user community. Passionate about technology with drive to keep current with continuing education.

SKILLS

• Hardware installation and trouble shooting
• Computer assembly-disassembly
• Installing, Upgrading/Migrating Operating Systems
• Basics of Ethernet technologies, cabling LANs and WANs, and networking media
• Perform bench-level preventive hardware maintenance, replacement and repair of computer terminals.
• Troubleshooting Office Suite issues
• Editing/formatting Microsoft Word issues
• HelpDesk/ Customer Support

SOFTWARE 
Active Directory, SCCM, Cisco VPN, Ghost, SharePoint, Microsoft Office Suite 2000/2003/2007/2010, Microsoft Communicator, People Cube Resource Scheduler, Symantec Antivirus Corporate Edition v.8.0/9.0/10/Endpoint, E-Copy, Scan Asset, Numara Footprints (help desk ticketing system), Blackberry Desktop Manager, Enterprise Vault.

PROFESSIONAL EXPERIENCE

Confidential, Washington, DC August 2009- Present
Technical Support Analyst

• Provided exceptional technical support to1500 usersand VIPs on-site, off-site and regional offices at an independent U.S. Federal agency.
• Communicated openly with users to supply prompt resolution of Tier 1-2 support calls
• Played a main role in maintaining 90% or higher on service level agreements (SLA), beating contract requirements by 10% or more despite department understaffing.
• Assisted users with installations, configurations, and modificationsof hardware/software.
• Installed/configured and deployed workstations for new employees
• Made modifications to Active Directory as needed.
• Performed re-builds on inoperative computers; imaged systems with Symantec Ghostcast Server.
• Kept track of help desk calls with Numara Footprints ticketing system
• Assisted remote users with issues relating to Cisco AnyConnect VPN software, Remote Desktop Connections and password resets.
• Updated and kept track of inventory with Scan Asset inventory system.
• Performed actions with System Center Configuration Manage (SCCM) pulling software to user’s computers.
• Used the SCCM application to remote into user’s computers to assist withAdobe and Office Suite application issues.
• Performed computer registry modifications as needed to resolve computer issues.
• Provided SharePoint issue support.
• Provided support for Symantec Enterprise Vault in Microsoft Outlook.
• Used People Cube Resource Scheduler software for setting up meetings. Provided support to end-users with related issues.
• Researched unfamiliar issues to develop a prompt solution.
• Provided training to new employees on machine and software operations.
• Collaborated and coordinated services with other on-site/off-site departments to provide quick resolutions.
• Applied diagnostic techniques to identify problems, investigate causes, and recommend solutions for desktops, laptops, portable devices and software.
• Resolved issues related to personal, networked, and multifunction printers.

Confidential, Washington, DC April 2009- August 2009
Temporary Call Center Coordinator

• Ran reportsof previous day’s help desk tickets, making sure the tickets were assigned appropriately.
• Performed Quality Assurance (QA) on help desk tickets.
• Generate end-user survey reports
• Surveyed users on quality of assistance received.
• Ordered printer toner and other computer accessories for the I.T. department.
• Kept inventory of all IT items, ordered more items as necessary.

Confidential, Washington, DC August 2008- August 2009
Jr. Hardware Technician/Tech Refresh

• Team lead of tech refresh group
• Imaged/Configured Dell OptiPlex 755/780 desktops
• Upgraded Dell GX260’s running windows XP with Dell OptiPlex 755/780’s running Windows Vista Enterprise.
• Upgraded older HP network printers with newer HP printers.
• Imaged/configured Dell E6400 laptops with Iron Key thumb drives. Prepped laptops with appropriate image and configurations
• Traveled to regional offices (Chicago, New York, Kansas City) to upgrade XP machines to Vista Machines.
• Provide customer/technical support for laptops.
• Kept track of hardware with Scan Asset inventory system.

Confidential. Beltsville, MD December 2007- April 2008
Ebay/ Store Sells Rep

• Took calls from customers wanting to order pcs. Took down customer’s information and processed the order.
• Fixed laptops, replaced parts, and removed viruses from laptops.
• Handled customer service calls for Ebay sells and store sells.

Confidential, Beltsville, MD January 2007-December 2007
IT Department Intern

• Gained an acute awareness of intranet operations
• Repaired and maintained Dell computers in computer classrooms
• Installation, configuring, and maintenance of Windows XP Professional
• Assisted with computer imaging
• Resolved network connectivity problems
• Diagnose hardware and software problems, and replaced defective components
• Set up AV equipment for school functions

Confidential, Washington, DC June 2005 – August 2005
Help Desk Intern

• Assisted users with installations, configurations, and modificationsof hardware/software.
• Troubleshoots hardware, software, and/or network operating problems
• Applied basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Provided network troubleshooting and support
• Assisted in the administration of e-mail systems; phone and help-desk support for local and off-site users
• Maintained current knowledge of relevant hardware and software applications as assigned
• Setup workstations and load enterprisesoftware
• Disassemble workstations
• Provided Technical assistance to other team members as appropriate.

EDUCATION:
Confidential College August 2006 – February 2008 
Associates of Applied Science in Electronics and Computers Telecommunications Technology.
Completed the Electronics and Computers Telecommunications Technology Program at the top of my class. Member of the President’s List. Finished with Perfect Attendance.