SKILL:

• Windows XP to Windows 8
• Microsoft Office applications
• Customer Service
• Active Directory Management
• System Migration
• Trouble Ticket Systems
• LAN/WAN
• Hardware Install/Repair
• DNS/DHCP/TCP/IP
• System Ghosting
• Firewall Configurations
• Virus/Malware Removal

EXPERIENCE:

Confidential, San Diego, CA

Help Desk Associate

Responsibilities:

• Handles escalates problems or malfunctions of systems application, hardware and software.
• Responsible for day - to-day operations of Help Desk and analysis on call volume.
• Researches, isolates and resolves information systems problems quickly and efficiently.
• Coordinates referrals to appropriate technical, professional or service personnel for appropriate services, repairs,, and follow-up.
• Interfaces with end users in a retail environment to provide hardware, software, network and point of sale applications problem resolution as well as how-to instruction for day to day activities.
• Assists clients with QuickBooks concerns.
• Assists with printer installs.

Confidential, San Diego, CA

IT Support Technician

Responsibilities:

• Distributed, installed, maintained, and provided guidance on all network and standalone PC software for all university locations.
• Maintained audio/visual equipment and supported site servers.
• Consulted with staff and faculty regarding software usage and availability.
• Designed and implemented procedures for gathering and maintaining hardware and software inventory.
• Conducted wiring for LAN/WAN installations to include cross connections in wiring closets.
• Installed telephones and fax machines.
• Performed software audits to assure compliance with internal Confidential policy and federal copyright law.
• Configured, tested, and integrated new hardware.
• Instructed end users in usage of hardware and software applications.
• Coordinated purchase of parts needed for computer repair.

Confidential, San Diego, CA

Tier I Technical Support

Responsibilities:

• Provided client support and technical resolution via Salesforce ticketing system, e-mail, and phone for the Cloud9 Virtual Server Environment.
• Created new accounts utilizing software tools provided via Salesforce.
• Interfaced regularly with team members to discuss issues affecting systems operations and client workflow production.
• Configured and troubleshot client equipment to connect to Cloud9 via internet/Remote services.
• Configured and troubleshot hosed applications.
• Trained clients in system and application use.
• Identified, corrected and advised regarding operational issues.
• Created new accounts utilizing software tools provided.

Confidential, Washington, D.C.

Desktop Support

Responsibilities:

• Provided IT support for 40 customers.
• Created new e-mail accounts.
• Maintained all printers.
• Maintained and troubleshot network connectivity.

Confidential, Fort Belvoir, VA

Help Desk Technician/System Administrator

Responsibilities:

• Provided customer service to one thousand users.
• Assisted deployed U.S. Army Information Security forces overseas.
• Managed and updated trouble tickets.
• Gained experience with remote troubleshooting computers.
• Resolved at least 40 trouble tickets per week.
• Created and maintained accounts using Active Directory.
• Configured and troubleshot wireless connectivity issues.
• Troubleshot Microsoft NT/XP/Vista/7 applications.
• Installed all software and repaired hardware.
• Assisted with lifecycle replacement of over 100 SIPRNET computers.
• Troubleshot LAN/WAN connectivity issues.
• Top Secret to support JWICS system readiness and maintenance.
• Created and maintained customer accounts.
• Troubleshot for Microsoft Office.

Confidential, Washington D.C. / Fort Belvoir, VA

Senior Help Desk Technician

Responsibilities:

• Provided hardware maintenance and network troubleshooting support for over 500 workstations.
• Maintained network configuration for multiple classified networks.
• Skilled in using Remedy ARC to receive and monitor customer request for support.
• Performed Tier II maintenance and repair support for workstations, servers, network printers, and network connectivity issues.
• Utilized Symantec Ghost 8.3 to complete periodic baseline imaging of workstations.
• Troubleshot and repaired various network and computer hardware, software, and peripherals.
• Skilled in troubleshooting multiple DoD network systems including NIPRNET, SIPRNET, JWICS, and NSANET.
• Set-up, installed, and configured PC hardware and software.
• Provided customizations to meet user needs.
• Performed deployment, analyzed problems, provided maintenance, and repair on PC hardware and peripherals.
• Performed HP/Dell printer moves and installations.
• Performed PC installations, PC moves, PC re-images and migration and PC break/fix.
• Installed, upgraded, and diagnosed workstations, servers, and peripherals.
• Set-up printers and copiers locally on workstations or network to include terminal services.
• Handled virus and malware issues that occurred on the network or individual workstations.
• Set-up projector for company meetings.
• Assisted users by identifying and fixing system crashes, performance, and hardware issues.

Confidential

Information Systems Technician / Message Center Supervisor

Responsibilities:

• Operated and coordinated communications systems including automated networks.
• Transmitted, received, monitored, and controlled all communication.
• Maintained necessary log files and publications.
• Provided telecommunications and computer related to personnel.
• Applied diagnostic, corrective, and recovery techniques to all facets of the integrated information systems.
• Met requirements for handling and safeguarding highly classified COMSEC materials.
• Designated, installed, operated, and maintained state of the art information systems technology including LAN/WAN, mini and microcomputer systems and associated peripheral devices.
• Added users to the network, created accounts, set permissions, added to groups, connected to network, and connected to the domain.