Summary:

• Dedicated Workstation Support Technician and Analyst with accomplished skill and experience installing, configuring, troubleshooting, and repairing computer hardware and software for laptop / desktop systems. Troubleshooting security and network connectivity issues locally and globally within an enterprise environment. Communicates effectively face to face or virtually. Mentoring style, eager to learn and take on new responsibilities. Passionate about delivering effective and efficient work product.
• Security Clearances
• Granted C2 Security Clearance

Technical Skills

Professional Experience

Confidential

Work Station Support Analyst

• Responsible for single point of contact for end users to receive support and maintenance for pc's and local and network printers within the facility and at home users. Held liable for installing, diagnosing, repairing, maintaining and upgrading all PC hardware and equipment and troubleshooting network connectivity issues to ensure optimal workstation performance within environment. Troubleshooting problem areas in person, by telephone, or via email in a timely and accurate fashion, and provide end-user assistance where required.
• Used Active Directory to manage end users accounts and PC's for three different lines of business.
• Followed proper procedure in accordance to building asset management in regards to new purchases and storage of old machine inventory.
• Troubleshot issues, provided maintenance and upkeep for network printers and local printers located within environment.
• Configured and troubleshot issues relating to end users tablets and phones in association to Microsoft Exchange.
• Provided ended user support to local users and remote users using Go to Assist PC software.
• Installed troubleshot issues and configured software for end users locally and remotely.
• Responsible for deployment and imaging of new workstations for new incoming users.
• Used IBM Info ticketing system for personal management of incoming and outgoing service break/fix , security and work request tickets.
• Troubleshot issues, upgraded, maintained and replaced hardware for multiple brands and models of laptops and pc towers located within environment.
• Used SCCM Reports 2007 to gather and organize data pertaining to user's software and hardware.
• Liable for installation, Configuration and upkeep for machine antivirus, malware protection, and data encryption using McAfee Endpoint Protection, Data Protection, and security suite.
• Responsible for research and installation of hotfixes, software, and security patches on PC's.

Confidential

Work Station Support Tech/ Windows 7 Deployment Team:

• Responsible for Windows 7 deployment on desktop and laptop machines. Insure proper Installation and configuration of end users applications ranging from call center users to IT users machines.
• Delivered and installed 32 bit and 64 bit machines as well as essential hardware for functionality LCD monitors, printers, docking stations, etc. to multiple sites, in compliance to schedule.
• Installed and troubleshot workstation user's printers and insured proper functionality.
• Liable for setup of workstation access to designated domain and network.
• Developed rapport and maintained relationships with workstation users, while resolving issues related to workstation machines.
• Followed proper procedures in accordance to distribution and transfer of user permissions Administrative Rights to designated machine.
• Accountable for user data backups and transfer to new machines or imaged hard drive.
• Responsible for following protocol in storage of old workstation user equipment and machines into surplus.

Confidential

Lead PC/ ATM Technician:

• Responded to maintenance calls and ticket orders. Accountable for PCs and ATM machine preventive maintenance and appearance through basic cleaning practices. Imaged desktop PCs for ATM use, using Symantec 7.1. Liable for bank keys and access codes to multiple bank sites.
• Delivered first line maintenance and diagnostics and support to 175 Wells Fargo, H R Block and Cardtronics PCs, ATM and Kiosk machines.
• Provided secure access to ATM sites for vendor meetings.
• Developed rapport and maintained relationships with workstation users and vendors while resolving issues related to machine and PC maintenance.
• Reported and troubleshot PC software and hardware issues to exceed customer expectations and performance.
• Installed multiple versions of Windows operating systems Windows XP, Windows Vista, and Windows 7 and delivered system migration support.
• Expedited project timelines by providing installation and support on hardware and of parts.
• Evaluated ATM statuses, created, and closed trouble tickets for escalation to Tier II technicians.
• Secured network functionality by configuring IP addresses and, reporting and troubleshooting network issues associated with TCP/IP based networks.
• Imaged hard drives from NAS using Symantec Ghost.

Confidential

Installer/Quality Control Technician/Trainer:

• Provided customer service to residential and commercial DirecTV customers. Installed and serviced DirecTV systems. Installed and setup of various AV outputs. HDMI, S-video and Component .
• Served as lead and mentor to technicians in troubleshooting and installment.
• Assured current code compliance by monitoring quality for Networks LLC/Mastec.
• Developed Microsoft Access database that tracked company issued parts to technicians reducing company's quarterly product loss by 8 .

Confidential

Lead PC Technician:

• Assembled, constructed, and troubleshot all-in-one PC workstations for nurses and doctors in hospitals. Provided customer service and support via telephone, web chat, emails and in-person. Delivered, setup PC units, and Windows Operating Systems Windows 2000, Windows XP .
• Improved technician productivity by 15 and client satisfaction by organizing customer records with Seibel CRM Oracle applications.
• Installed and troubleshot multiple brands of hardware in accordance to client's individual needs and demands Hard drives, Motherboards, CPUs, RAM .
• Delivered real time solutions using Windows Remote Desktop.