OBJECTIVE: 
Self-motivated Technical Support Representative with over 7 years of experience, seeking to gain position with an organization that will utilize abilities developed through Work experience and education in Information Technology while offering increased level of responsibility and career growth.

WORK EXPERIENCE:

Confidential
Houston, TX Dates Employed: 12/2007-Present
Computer Support Analyst

• Responding to daily End User Support. Installation Process of Windows Operating Systems on Desktop Computers. Optimizing Windows Installation, Applying windows security and critical patches and updates. Installing/Configuring/Troubleshooting of Microsoft Office Suite. Replacing System hardware components. Backup Disaster Recovery. Remote Assistance Support. Install/Configure/Troubleshoot PC Hardware and Peripherals including Local Scanners, Faxes, Copier, Internal/External IDE Drives, Desktop Cameras, Monitors, Video Cards, and Printers.
• Managed Network Support. Monitored DeskJet /Laser Printers and provide routine maintenance. Assess Technical Support operations and implement the proper processes with available technologies to improve employee productivity and achieve high client service levels. Complete technical projects assigned by the Network manager in a timely and efficient manner. Perform weekly data backup. Perform Software and Hardware Upgrades as needed. Troubleshoot Remote Assistance connectivity issues, Microsoft Outlook Mail and ISP issues. Work with Senior Level Specialists with development of systems security contingency plans, disaster recovery procedures, and budgetary planning in design, expansion, and implementation of enterprise WAN/LAN network infrastructure. Responds to user requests for assistance in a timely manner through a combination of telephonic and hands on assistance. Coordinate and participate trainings to implement standard operating procedures which comply with agency Information Security standards. Work directly with Senior Level Specialists to determine risk analysis and vulnerability assessments of planned and installed information systems to identify vulnerabilities, risks, and protection needs. Provides planning and project management as well as technical direction for assigned tasks, including review of work products for correctness, compliance with accepted standards specified on Contract Statement of work. Produce weekly Activity reports.

Confidential
Banjul,The GambiaDates Employed: 03/2002-11/2007
PC Technician 

• Provide Desktop Support. Replacing System hardware components, Mother Board Installation. 
• Installing windows 98, 2000 and windows XP operating system. 
• Installing Microsoft Office 97, 2000, and 2003 suite. 
• Installing Modems and Network cards. 
• Aligned office departments and increased inter-department communication and data sharing. 
• Served as operating system expert, providing technical support for entire organization. 
• Prepared and presented technical proposals for clients. 
• Troubleshoot and resolve issues for users in a Windows environment. Install/Configure/Troubleshoot PC Hardware and Peripherals including Local Scanners, Faxes, Copier, Internal/External IDE Drives, Desktop Cameras, Monitors, Video Cards, and Printers. Perform weekly data backup. Perform Software and Hardware Upgrades as needed.

EDUCATION: 
Microsoft Certified - Desktop Support Technician
Diploma - Computer Information Systems- 

JOB-RELATED SKILLS: 
Strong analytical and people skills. Knowledge of PC setup and installation, as well as various peripherals, data entry, and file updating. Competent in PC Hardware/Software. Familiar with LAN/WAN Design/Management/Connectivity . 
Technical help desk experience.
Excellent communication skills
Possess the ability to work independently and in teams. 
Strong analytical and people skills. 
Excellent leadership, communication, team building, strategic planning, and problem solving skills. 
Excellent problem-solving abilities. 
Hands-on and proactive
Platforms: Windows NT/2000/XP/Me/7, Active Directory 2000/2003, Novell Netware 4. 9
Software: Corel WordPerfect 9/10/11/12, Microsoft Office Suite 97/2000/2003/2007, Backup Exec, Microsoft Outlook, Adobe Acrobat/Reader, Lotus SmartSuite, Norton Anti Virus, Remedy and Internet Explorer,. 
Protocols: TCP/IP, IPX/SPX, NetBIOS, Ethernet, Token Ring
Hardware: MS Serves, Netware Servers, IIS Servers, PC Desktop, Laptop, Printers/Faxes/Copiers, Monitors, External and Removable Drives. 
Tools: SMS, NetIQ, IIS 4. 0, 
Competent in Active Directory, Windows XP/2000/NT/Me/7, and Remote Assistance. Experienced in system-operations training, collections, and customer service. Administering customers' accounts in Active Directory Database. Competent with Installation/Configuration of handheld devices (PDAs, Blackberry). 

CERTIFICATES AND LICENSES:

• Microsoft certified-Desktop Support Technician
• Microsoft certified-Profession
• Symantec certified – Symantec Messaging Gateway 9.5
• Symantec certified – Symantec Backup Exec 2010
• Symantec certified – Symantec Messaging Gateway Small Business Edition 9.5
• Symantec certified – Symantec System Recovery 2011

SUPPLEMENTAL INFORMATION: 
Willing to assume responsibility, self-motivated, possessing a high degree of professional integrity. Can communicate effectively when dealing with people of diverse interests and levels of authority. Flexible team player with the demonstrated capacity to learn quickly and apply knowledge effectively. A self-starter capable of working with little or no supervision. Keen mind for troubleshooting and resolving problems. Can evaluate and complete Customer Incident Requests independently.