Summary: Experienced and knowledgeable I.T. professional seeking to contribute training and acquired skills within a network system environment. Experienced on troubleshooting, installing, maintaining, and providing help desk support for multiple computer hardware/software settings either on-site or over the phone. Documented help desk tickets/resolutions. In depth knowledge and understanding of numerous software products and operating systems. Highly skilled on providing Customer service and End-User technical support. Excellent Communication and presentation skills.

Security Clearance: Secret - Active

Technical Skills

Operating Systems:

Windows 95, 98, 2000 Professional, XP, Me, Vista, Windows 2003 Server, Mac OS X Leopard.

Web / Email Servers:

Windows 2003 Server, Microsoft Exchange Server, IIS (Internet Information Server), SMTP (Simple Mail Transfer Protocol), POP3, Microsoft Outlook, BlackBerry Enterprise Server.

Networking:

Configuration and troubleshooting of Ethernet wired and wireless (802.11 a, b, g, N) networks. TCP/IP, DNS (Domain Name System), DHCP (Dynamic Host Configuration Protocol). Remote connections, Dial up, VPN (Virtual Private Network), Novell GroupWise, Proxy, FTP (File Transfer Protocol),

Security:

Active Directory, Roaming Profiles, Domain Controllers, Firewall & Router security configuration.

Support Tools:

Remote Desktop Support with NetMeeting, PC Anywhere, Bomgar, GoToMeeting, Windows Remote Assistance utilities. Drivers, optimizers & diagnostics software.

Antivirus Tools:

Symantec Endpoint. Norton Corporate Solution. McAfee Virus Scan, Avast, Bit defender, others.

Backup Tools:

Backup Vembu Software, others.

Desktop Support:

Microsoft Office 2007, 2003, 2000 (Access, Outlook, Power Point, Word, Excel),

Hardware:

Windows servers, Desktops, Laptops, Handheld wireless devices, Network Printers, Diskless workstation (Thin terminals) Scanners, Digital Cameras, etc (Troubleshooting, installation, patching and upgrading of software and hardware)

Others:

Microsoft Systems Management Server (SMS) Imaging, deployment, and management of Windows with Norton Ghost.

Education

Management Information Systems.
B.S - Bachelor\'s of Science Degree

Certifications

• CompTIA Network+® Certification
• CompTIA A+® Certification

Professional Experience

IT Desktop Support Technician (Contract) 02/2010 to Present
Confidential, Atlanta Ga

• Diagnose and resolve desktop issues
• Plan and prepare hardware/software installations and upgrades
• Coordinate desktop component and phone moves affecting multiple users
• supported client operating systems configuration and installation in a Novell environment, NT and Windows 2000, Windows XP
• Support remote users with various remote client.
• Provided monthly server maintenance
• Develepment and deployment of Sharepoint sites

IT Desktop Support Technician (Contract) 11/2009 to 01/2010
Confidential, St. Petersburg Florida

• Managed expansion from 25 employees to 150 plus
• Set up and Installed new desktop stations and Laptops (Laptops windows 7)
• Trouble shot and maintained in house Vista and Office 2007
• PC Imaging of Dell desktops
• Implemented Use of Wisetrack Software
• Setup, configure and maintain Windows servers and Active Directory (assigned polices deployed software and updates)
• Installed in-house multi-call video conference
• Install and troubleshoot VMWare, email and other platforms

Vista Migration/Deployment Technician (Contract) 08/2009 to 11/2009
Confidential, Atlanta, Ga.

• provide tier 1 and tier 2 information system solutions and technical support in personal computer/client server support
• Provide support to users on-site relative to desktop hardware and software packages.
• Perform hardware diagnostics and coordinate repairs. Install and test computers, printers, and other peripherals;
• Configured operating system, shrink-wrap programs, and applications software programs.
• Ensure workstations/server data integrity
• Provided support for email for Outlook
• Document issues under user accounts and escalate tickets to appropriate groups when necessary

Technical Support Representative (Contract) 2/2009 to 6/2009
Confidential, Orlando Fl

• provide advanced technical support for the Bright House Networks Residential Home Networking products, including diagnosis and resolution of software/hardware problems
• Electronic correspondence, including but not limited to Remedy tickets, provisioning requests, and customer service emails
• Contribute to the development and maintenance of expert database; call tracking systems and Intranet.
• Support field personnel with enabling and servicing of Road Runner Residential and Business Class.
• Troubleshoot complex technical support incidents, including LAN environment issues, email, operating system installation and configuration, multi-modem and specialized technical problems

IS Help Desk Coordinator II - 6/2006 - 12/2008
Confidential, Orlando, FL

• Supported 3500 Windows users
• Conducted New Employee training on systems
• Maintain user accounts in Active Directory
• Set permissions on file directories
• Managed and maintained the enterprise-wide asset management and inventory control system IBM Asset Management
• Ensure that approved licensed versions of software are maintained and used on all workstations
• Provided support for email Outlook clients (2000, XP, 2003, 2007) in an Exchange server environment
• Research and troubleshoot issues escalated from Level 1 support.
• Tracked user issues through Remedy Help Desk Manager
• PC Imaging of Intel HP and Dell hardware

Desktop support 6/2003-10/2006
Confidential, Orlando, FL

• Interacted with customer base over the phone to provide customer support and to resolve computer-related issues utilizing high-level customer service skills and proactive responses to analyze the issue(s) and to identify the appropriate steps to remedy the situation.
• Assist end users with installing and troubleshooting PC hardware, and software
• Troubleshoot incidents and requests received in Remedy based ticketing systems.