SUMMARY:

• Experienced IT Help Desk technician with a strong track record in providing full - range IT Help Desk support, balanced with exceptional customer service. Confidential Certified Professional© with proven strengths in collaborative teaming and positive relationship building.

TECHNICAL SKILLS:

Operating Systems: UNIX, Windows NT/ 2000/2003/2007/2010 (Professional), MS Office Suite support

Other Software: Confidential Office 2000, XP, 2003, 2007 and 2010, Visio, Ghost, McAfee v8 Exchange, 5.5 and 2003Human Services Modernization Program Software (HSMP) and Safe Passages Information Systems (SPIS), Active directory, PeopleSoft Enterprise Applications, IT Desk side Assistance and Helpdesk Support

Ticketing Systems: Enterprise, Remedy version 8 and Track-It Ticketing Systems, User Password Administration

PROFESSIONAL HISTORY:

Confidential

IT Software Specialist

Responsibilities:

• Performed user training and set up training classes for in-house software and Confidential sweep
• Install new software on users computers (TrashfFlow, Lateral Innovation, WasteBooks)
• Install and configured IT hardware (PC’s, printers and scanners) and desktop software
• Perform ongoing maintenance and review of applications systems and programs; identifies problems and develops appropriate solutions
• Reset user passwords, added and deleted users using active directory
• Provided daily and weekly reports on tickets status and projects updates and other as required

PC Technician

Responsibilities:

• Installing hardware and software systems
• Maintaining or repairing equipment
• Troubleshooting a variety of computer issues
• Setting up computer security measures
• Configuring computer networks
• Offering technical support on-site or via phone or email

Application Specialist/Trainer

Responsibilities:

• Install and configured IT hardware (PC’s, printers and scanners) and desktop software
• Install new software on users computers
• Install, modify, and repair computer hardware and software
• Install computer peripherals for users
• Review and analyze organization business needs; confer with users to evaluate requirements, discuss solutions and develop plan of approach
• Analyze and design program logic, screen layouts, reports, station criteria and testing criteria to support development of new or enhanced systems
• Prepare program documentation to support new or enhanced systems and applications
• Conduct or coordinates user acceptance, performance stress, regression and integration testing; makes changes and corrections as needed
• Participate in structured walk-throughs and other activities to review systems and provide training and support
• Perform ongoing maintenance and review of applications systems and programs; identifies problems and develops appropriate solutions
• Provide daily, weekly and monthly training to end users in MS word, excel, power point, Prolaw (payroll system), iManage (Document management System), iCreate, MS Outlook
• Supported and monitored user I-Phones, IPads, Samsung Galaxy in Meraki Dashboard
• Provide daily and weekly reports on tickets status and projects updates and other as required
• Monitor Citrix Desktop and VPN (Virtual Private Network) access and availability
• Coordinate plans and schedules of installations and deployments and ensure deployments meet client expectations
• Setup video-conference, audio-visual equipment, and other electronic devices for events
• Provide basic mobility support on iOS and Android smartphones and tablets
• Perform Active Directory related functions, as appropriate, under the local IT access rights (e.g. create and update access permissions)
• Work with basic infrastructure products and basic networking products
• Provide maintenance and support for basic client products, peripherals, and network
• Ensure that Company information and systems are protected in a manner consistent with Company information security policy, procedures, and standards

IT Help Desk/Office Assistant

Responsibilities:

• Reset user passwords, added and deleted users using active directory system
• Performed troubleshooting on computer hardware, software and or network devices
• Installed new software on users computers
• Clean, modify and repair computer hardware including monitors, keyboard and printers
• Escalated tickets to Tier II for follow up
• Performed user training and sets up training classes
• Forwarded information by receiving and distributing communications; collecting and mailing correspondence; copying information
• Log and all invoice into excel spread sheet for tracking
• Served customers by backing-up receptionist; answering questions; forwarding messages; confirming customer orders; keeping customers informed of order status
• Maintained office library, including cataloging, distribution, and record keeping
• Assisted clientele as they enter office and via phone
• Performed filing, data management, drafting and editing short office memos
• Assisted with all other office administrative duties

Help Desk Technician

Responsibilities:

• Provided excellent customer service to users via phone calls or emails
• Tracked tickets using Remedy and Track-It Ticketing Systems
• Reset user passwords, added and deleted users using active directory system
• Provided support in an enterprise environment that supports a large number of users
• Provided timely professional technical support for laptops, desktops and network devices
• Performed troubleshooting on computer hardware, software and or network devices
• Installed new software on users computers
• Solved technical issue and or investigate elevated issues by confirming the problem and seeking known solutions to more complex problems or issues
• Cleaned, modified and repaired computer hardware including monitors, keyboard and printers
• Was responsible for testing and installation of computer hardware and software applications and ensure software applications meet end user requirements
• Planned and coordinated the removal and/or installation of computer hardware and software, to in clued transferring user date and profiles
• Provided daily and weekly reports on tickets status and projects updates and other as required
• Escalated tickets to Tier II for follow up
• Performed user training and set up training classes
• Evaluated company hardware and software and tracks assets
• Demonstrated advanced support skills with Windows Operating System, Confidential Office Applications, personal websites, POP3 IMPAP and Exchange email accounts, iPhone, iPad, Android and Blackberry devises as well as Active Directory administration skills such as resetting passwords and troubleshooting accounts
• Customer oriented and is able to provide face to face and phone support to all levels of users
• Citrix Xen Desktop access and availability

Technical Program Support Associate

Responsibilities:

• Served as a technical support associate providing guidance as required
• Tracked tickets using Remedy and Track-It Ticketing Systems
• Reset user passwords, added and deleted users using active directory system
• Provided program support for a wide variety of human service programs for youths, seniors, low-income residents in Washington, D.C.
• Developed ideas to enhance computer usage and productivity of end users in all Confidential Applications
• Was responsible for updating and monitoring user activity on in house software called Community Action Statistical Access (CASA)
• Tested and installed computer hardware and software applications and ensured software applications met end user requirements
• Planned and coordinated the removal and/or installation of computer hardware and software, to in clued transferring user date and profiles
• Provided daily and weekly reports on tickets status and projects updates and other as required
• Solve technical issue and or investigate elevated issues by confirming the problem and seeking known solutions to more complex problems or issues

Software Support Specialist

Responsibilities:

• Installed and configured IT hardware (PC’s, printers and scanners) and desktop software for Child Protective Services staff throughout the District of Columbia’s primary child welfare agency
• Managed password setup and administration for staff
• Solve technical issue and or investigate elevated issues by confirming the problem and seeking known solutions to more complex problems or issues
• Tracked tickets using Remedy and Track-It Ticketing Systems
• Reset user passwords, added and deleted users using active directory system
• Trained end users on Confidential Office products
• Configured MS Outlook email profiles; set up patch cables, mapped network drives; and in-put time & attendance on PeopleSoft software
• Compiled periodic, case management reports from DC’s federally monitored Statewide Automated Child Welfare Information System (SACWIS) solution called FACES.NET
• Assisted social work staff with case management data input, background checks and general troubleshooting (e.g. missing files, exporting data from FACES.NET to EXCEL, WORD, etc.)
• Monitored as needed the workflow of child welfare-related constituent concerns from the Mayor’s office via Information Questionnaire (IQ) software; spoke with citizens and responded to complaints and inquiries from the public and mediated the concerns in an efficient and timely manner
• Also, provided Spanish translation services to support social work staff in their delivery of services to children and families