CAREER SUMMARY:

• Desktop Support Technician with several years of experience working with Microsoft Windows operating systems and MS 365 Office suite of products.
• As well as Apple/MAC products and software.
• Hardware and software troubleshooting, replacement and administration of thin clients, laptops, desktop and servers.
• Setup and maintenance of Confidential, Confidential and other MFP's, that are networked or local.
• Supported users through in - person, phone, desktop, e-mail, chat and remote PC support.
• Setup and maintained various remote VPN and Remote desktop solutions with users on various MS windows platforms.
• Experience, imaging thin-clients, laptops, desktops and workstations for enterprise use.
• Excellent interpersonal skills with the ability to communicate with customers in a professional manner.
• Able to communicate complex situations quickly and clearly to people with a variety of technical skills.

TECHNICAL SKILLS:

Microsoft: Windows 10, 7, XP Professional, Win 2000 Professional. Windows Server 2012, 2008 and 2003 installation, migration, servicing and updating.

Active Directory, MS Exchange for administration.

Citrix Director and AppCenter for administration of Citrix sessions and remote desktop connections.

PXE booting to image systems from an image server as well as booting from USB to image laptops and desktops.

KACE endpoint, Norton Ghost,Windows deployment service (WDS), Altiris Rapid Deploy for imaging.

Remote desktop connection, Bomgar, RSA, GoToAssit, PC-Anywhere, LandDesk, Bozteck VNC.

Serena, Remedy (ARS), Mars, Omni and Clarify ticket database systems.

PGP, McAfee Endpoint Encryption and Choicepoint encryption security applications.

Network Connect, Pulse Secure, and Cisco AnyConnect and Windows VPN client.

Asigra, Symantec Backup Exec and Endpoint Manager for file and folder backup and restore.

Trend Micro, McAfee Endpoint Protection for virus and malware issues.

Cisco Contact Center, Shoretel Director for IP-phone administration.

Vsphere,Vcenter for Virtual desktops and Hosted systems.

Zoom, WebEx and MS Live meeting setups and administration of the software for users in a corporate environment.

EMPLOYMENT HISTORY:

Desktop Support Analyst

Confidential

Responsibilities:

• Contracted to support users virtually, providing support for network VPN connectivity issues and software troubleshooting .
• Via a partnership with Confidential, I supported users connecting to remote pc's in the office or HVD's, using Cisco AnyConnect working with Citrix remote and Horizon Virtual session clients. Troubleshot connectivity issues and security cert issues as well as remote printer installs and setups.
• Also dispatched Confidential techs to re-image and troubleshot hardware issues, both for users on site and remote.
• Performed remote software installs and removal and troubleshooting of Win 10 issues .Communicated to users via email, Skype or a direct phone call providing excellent customer service when conversing with the users of all levels and technical knowledge.

Technical Support Analyst

Confidential

Responsibilities:

• Full Time work performing trouble shooting, parts replacement, system upgrades, and basic deployments & repair of Windows systems.
• Identified issues that could adversely impact End User experience and followed through on action steps.
• Meet all Client SLAs & Customer Satisfaction Goals.
• Installed and maintained Microsoft Windows Operating systems 10 and 7 and associated software.
• Supported and setup remote VPN users using Cisco AnyConnect software.
• Followed predefined procedures and tasks in everyday activities.
• Troubleshoot operational quality Confidential desktops, notebooks, printers, and associated peripherals.
• Installed, maintained and optimized desktops /laptops configurations at customer sites.
• Performed maintenance and repair services on Computer on wheels, printers all connected peripherals.

Technical Support Representative

Confidential

Responsibilities:

• Full time work supporting remote Citrix Sessions and troubleshot Citrix connection issues using Citrix Director and AppCenter. Provided day-to-day technical support to remote bank employees, using the network infrastructure, internal desktops and thin clients, servers, and software.
• Active Directory and Exchange account management, including password resets, unlocks, adding and deleting of users, creating new user accounts, and modifying accounts.
• Provided end-user LAN/WAN support via Solar Winds monitoring Configured, installed,setup and maintained desktop printers and networked MFP's on print servers via RDP.
• Setup and configured iPhone and Android cell phones for MS Exchange email using cells email app or IBM Maas360.
• Communicated highly technical information in layman terms to non-technical users.

Desktop Support Technician

Confidential

Responsibilities:

• Worked full time as a desktop support technician for users of Windows 7.
• Deployed a company standard image using PXE boot to install Windows 7 to Confidential desktop and laptops.
• Performed employee on-boarding IT functions for new employees and contractors including setting up user accounts and computer logins, establishing email addresses, distributing computer, cell phone and other equipment.
• Performed employee off boarding IT functions which included the collection of equipment and decommissioning of laptops/iPhone, MiFi's and access to the domain and email.
• Supported and setup remote VPN users using Cisco AnyConnect software.
• Configured, installed, setup and maintained desktop printers and networked MFP's on a print server.
• Setup and restored, iPhone, iPad, configured for MS Exchange email via MobileIron app.
• Administered Active Directory by adding new users, setting up exchange accounts, distribution/security groups and OU's. As well as password resets and lockouts of users.
• Configured and maintained Cisco IP-phones using Cisco Contact Center.

Desktop Support Technician

Confidential

Responsibilities:

• Contracted to the Confidential as a desktop support/helpdesk technician for users of Windows 7.
• Deployed a company standard image using PXE boot to install Windows 7 to Confidential desktop and laptops.
• Configured,installed, setup and maintained networked printers on a printer server by using print manager.
• Backed up and restored, iPhone, iPad, and configured them for MS Exchange email use.
• Used Active Directory to add new users to the domain and setup exchange accounts.

Client Tech Service Analyst

Confidential

Responsibilities:

• Severed as a full time computer support technician at Honeywell where I serviced hardware, software and network connectivity issues on Confidential desktop, laptops and workstations.
• Supported Confidential printers and blackberries.
• Troubleshot software issues, including MS Windows 7, XP, Office 2000-2010 versions, Adobe products and McAfee anti-virus for security and virus quarantine.
• Scheduled and followed to completion the Honeywell Windows 7 migration/refresh process of computer replacement and transfer of all company approved user data including outlook pst's, pki certificates, email signatures and Win2k file as data files and folders. Also installation of required software for that department.
• Imaging of Confidential desktops,laptops and workstations using Norton Ghost.