SUMMARY

• Technical Support Specialist with more than 3 years of experience supporting Hardware, Software and Networks
• Excellent customer service with excellent communication skill
• A+ Certified
• Hardware and application support

PROFESSIONAL EXPERIENCE

Confidential

Helpdesk Support

Responsibilities:

• Assisted internal and external employees of the state with password resets, profile setups for access to their benefits packages on the Edison Self Service website.
• Verified the reason why an employee would not have access to their account.
• Communicated with second tier group to verify if a user has appropriate permission to access an account set up for them

Confidential

Desktop Technician

Responsibilities:

• Reimaged and purged old Confidential desktops containing sensitive data.
• Configured workstation on wheel for doctors and nurses to access.
• Install medical specific application such as Dragon 360,PeopleSoft,Oracle,and Juno Pulse for vpn access.
• Escalated the user to the correct department for issues not resolved by the Confidential configuration team.
• Assisted in building workstation with mobile access for doctors and nurses needing access to workstations while tending to patients.
• Worked with fellow technicians in installing and updating the hospital infrastructures at their locations.
• Unloaded assets from the delivery truck, and stage the product for scanning into the department database.
• Unpackaged new equipments (i.e. Monitor, Desktops, or Workstations) after it has been unloaded for the delivery truck, and configured the device for deployment within the medical environment

Confidential

Ucrew Associate

Responsibilities:

• Updated and reinstalled the Secure Advantage (SA) application, so that Business Center computers would boot to the Site Kiosk shell application.
• Performed diagnostic on network connectivity when the connection was interrupted.
• Provided instruction on how to install USB locks to prevent tinstallation of key loggers on business center computers.
• Mapped printer to business center computers either through print sharing via USB connection or Ethernet connection.
• Ensured printers were not within the DHCP range of client IP addresses used by Business Center computers.
• Assisted other team members in completing cases, and reducing overhead on the existing backlog of pending cases.

Confidential

IT Solution Specialist

Responsibilities:

• Assist medical employees with issues such as password resets, profile rebuilds, and printer mapping.
• Route incoming tickets to the appropriate specialist groups, according to the pending issue.
• Assist user in the email migration process on their desktop, laptop, or smart phone.

Confidential

Level 1 Helpdesk Support Analyst\Contingent

Responsibilities:

• Worked as a contingent agent supporting the Tier 2 group on issues with elevated software configuration.
• Provide multiple software related resolutions on the Boeing network for Boeing Airline employees.
• Performed tasks such as password resets, remote access troubleshooting, driver updates, and software installations for the user’s Windows XP/7 or UNIX accounts.
• Created and sometimes rebuilt wireless profiles for users with connectivity issues, installed Boeing - specific wireless certificates so that the user would have wireless access to the Boeing network.
• Resolved multiple issues involving the user’s Outlook account such as rebuilding their profile, repairing .ost and .pst files when they became corrupted, or reconnecting their account the specified Exchange Server.
• Activate the user’s Boeing-provided Blackberry phones, by establishing communication with the user’s and their service providers.
• Set up multiple email features i.e.( email encryption, data wipes, device password reset, Outlook profile synchronizations, and data backups.
• Assisted the user in data-retrieval by utilizing Boeing’s specific data- backup applications Connected PCBackup and ZBackup.
• Provide information about the status of a user’s account, and sometimes, transfer the user to other upper lever helpdesk groups. We use active directory, to find the locations of a variety of organizational units such as: printers, plotters, servers and networked drives. Sometimes, the organizational units are mapped or remapped to the user’s Windows profile.
• Dispatch Confidential technician to specific locations when needed, for the repair of malfunctioning computers, network connections, printers, desk phones and servers.

Confidential

Break/Fix Associate

Responsibilities:

• Replaced the component of Kindle Fire Tablets when damage has been incurred to the unit.
• Assemble shipping boxes for the Kindle units, and sometimes maintain the cleanliness of the warehouse.

Confidential

Laptop Repair Technician/Final Inspection Technician

Responsibilities:

• Performed troubleshooting methods, component replacement such as Systemboard, LCD panels, and HDD and ODD to a variety of HP Laptops.
• Currently working as a Final Inspection Technician. Responsibilities include performing a Visual Mechanical Inspection, Burn-in process. Afterward the Laptop is Timed Out to a QA technician.

Confidential, Millington, TN

Computer Technician

Responsibilities:

• Currently working with a team of technicians in meeting configuration deadlines.
• Apply labels called Asset Tags to a assortment of computer or computer related devices.
• Install ram, OS images, PC cards, Microsoft Office/ OnePoint, and optical drives.
• Assist Server Technicians with building IBM Bladecenter racks, Servers, Cisco routers and PC tower units when needed.
• Assist other technicians in the Kitting Area when extra help is needed.
• Upload OS system from PXE imaging server to laptops, desktops, and works stations
• Worked on many systems and portable units for IT Solution companies such as Florida Micro,Emtec Federal,Moredirect,IT1Solutions,Intelligent Decisions, Sirius Computer,ABM Federal, Vital Support, Xwave