SUMMARY:

Highly skilled in installing, repairing, maintenance and troubleshooting computer hardware and peripherals. Works well independently, or in a group setting providing all facets of computer support. Working knowledge of networking devices and printers. Knowledge and understanding of numerous software packages and operating systems. Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results. Excellent analytical and problem solving skills.

TECHNICAL SKILLS:

Operation System: MS 98, 2000, Microsoft Windows 98/2000/7/8/10/ XP/vista/server 2003, Apple OS

Software Applications: Office Suite 2000, 2003, and 2007 (Access, Excel, Power Point, Word), MS Exchange Server 2003, Adobe Flash, Adobe Reader, SharePoint, Cisco VPN, MS Outlook

Hardware: HP desktops and laptops, Dell 2000/2003/2007, MS Exchange Server 2003, HP printers, Lexmark printers, iPhone 3GS, Polycom projector system, general computer builds and repairs, hardware installations and swaps, general networking experience (running cables, troubleshooting connections, activating ports), Ghosting, Reimaging

Others: Clerical skills, data entry, customer service support (Email and in person), leadership experience, telemarketing and sales, Troubleshooting

PROFESSIONAL EXPERIENCE:

Confidential, Landover Hills, MD

Driver

Responsibilities:

• Pickup and drop off clients at requested location(s)

Confidential, Ellicott city, MD

Rural Carrier Assistant

Responsibilities:

• Sort mail inside warehouse using a carousel mail case.
• Pulled down mail from case according to route.
• Loaded mail trucks with mail and packages depending on order of delivery on route.
• Deliver amazon grocery/products before estimated delivery time.
• Used hand scanner to finalize drop offs and pickups for customers packages and mail.
• Make sure all mail and packages are delivered before the end of Business.
• Helped senior carriers who was still delivering after business hours.

Confidential, Columbia, MD

Helpdesk Support

Responsibilities:

• Utilized the Company knowledge base to quickly resolve customer issue.
• Helped keep Knowledge base up to date with any updates or miscues.
• Transferred customer to correct department
• Installed / Updated users equipment / software via phone or email.
• Utilized Footprints to create tickets for calling customers.
• Troubleshoot and resolved uncommon software / hardware issues
• Reimaged desktops and laptops that were performing slow and nonfunctional.
• Replace Damaged or non - operating equipment
• Setup Smartphones and Androids
• Help with Tier 2 callbacks and expert in office 365
• Installed/Uninstalled Adobe products on Mac OS's
• Helped setup Cisco any connect Client on users Mac OS

Confidential, Columbia, MD

Help desk Support

Responsibilities:

• Utilized Sales force Knowledge base to quickly resolve customer issue.
• Helped keep sales force up to date with any updates or miscues
• Transferred Customers to correct department.
• Installed / Updated Students Connections equipment / software via phone / remote session.
• Utilized Conexus to create tickets for calling customers.
• Active Directory - Account creation, Password resets, Group policies
• Used Conexus to complete daily voice mails from customer.
• Troubleshoot and resolve uncommon software /Hardware Issues.
• Reimaged desktops and laptops that were performing slow and nonfunctional SharePoint
• Helped users find certain sections within the SharePoint application if lost or using for the first time
• Helped users create reminders and emails within SharePoint (Workflow)

Confidential, Largo, MD

Helpdesk Support

Responsibilities:

• Utilize Parature and Salesforce systems to record all calls with students/faculty/staff from Europe,
• Asia, and Stateside.
• Utilize a live chat system to help resolve student/faculty/staff issues.
• Transfer customers to the correct department regarding their issue.
• Utilize Google mail to send and receive messages.
• Active Directory - Account creation, Password resets, Group policies
• Installed Adobe products on users Mac OS and also worked on Office 365
• Help users troubleshoot company software on Mac OS
• Helped user create reminders and meetings within SharePoint (Workflow)

Confidential, Washington, DC

Helpdesk Support

Responsibilities:

• Utilized Siebel to check remitters copyright applications and payments.
• Utilized Merant Tracker ticketing system to record all calls with customers.
• Increase productivity by automating day-to-day AD management
• Failure to complete copyright sections, failure to upload work, log in issues, etc.
• Used Microsoft Outlook to resolve over 35 customer issues daily.
• Used Microsoft Excel to input deleted user IDs if customer had more than one user ID per email address.

Confidential, Washington, DC

Helpdesk Support

Responsibilities:

• Install software programs, fix hardware problems, move offices, troubleshoot problems
• Keep up and add new software into Excel spreadsheet.
• Troubleshoot and fix printers.
• Troubleshooting and supported of end user issues with the entire Microsoft Office suite and also Expert in Office 365.
• Active Directory - Account creation, Password resets, Group policies
• Attend and help with planned meetings.
• Utilized company "ghosting'' software to image company laptops and desktops before they were loaned out to employees.

Confidential, Laurel, MD

Package Handler

Responsibilities:

• Unloaded Packages off the back of trucks into the building.

Confidential, Landover, MD

Driver’s 

Responsibilities:

• Loaded school supplies and furniture onto county transportation and delivered them to local County schools.
• Removed Outdated and discarded furniture and supplies.
• Used power jacks to move packed skids to destinations.