PROFESSIONAL SUMMARY:

• A diverse and efficient IT Help Desk Professional with a wide variety of experience in providing extraordinary technical, remote, software, and phone support to end users especially/ VIPs.
• I am a flexible worker and a great multitasker with a strong customer service background. I am dependable, a personable communicator with an excellent skill - set in client and vendor management.
• Searching to obtain a position to where I can use, and allow my knowledge/skill set to be an asset to your company as well as learn from your company.

SKILLS:

• Active Directory (Current)
• Security Patch Management (Kaseya)
• Microsoft Exchange Server 03/07/10/13
• Remedy/Heat/OS Ticketing
• Google Docs/Calendar/Hangouts
• Bomgar/ Confidential
• Snag it 9.0
• Adobe Acrobat Professional
• SharePoint Services 3.0
• Operating Systems Windows XP/Vista/7/8
• MS Office 2003/2007/2010/2013 (Current)
• RSA Secure ID Admin Support (Admin Console)
• Blackberry/Android/IPhone Support (Front End)
• POS Class (Central Login)
• Confidential
• KVM Switch
• RCS/UCS
• MS Outlook
• MS Communicator (Lync)
• Adobe Photoshop
• Confidential Domino Administrator (Notes Client) v8.5
• Lotus Notes Same time
• Footprints Ticketing System
• Knowledge Base

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Analyst

Responsibilities:

• Administered technical support via, phone, and email.
• Performed maintenance checks entitled to Army Attorney’s classified publications for attorneys.
• Updated clients’ profile accounts in Confidential Domino Admin on a daily basis.
• Created Confidential ’s by downloading information from the server to the Confidential, labeling Confidential ’s with a label machine.
• Created, formatted and shipped all army publications and forms, Confidential requests to customers all in/out of the continent.
• Revamped and published photos to the website using Adobe Photoshop.
• Managed all trouble shooting tickets in regards to our website and supporting applications, with minor escalation.
• Prepared, and published announcements on the website, pertaining to closings, deaths, applications errors/fixes for the military.
• Created blast emails from announcements posted to the website.
• Provided clients access to different databases by placing them in specific groups within Confidential Domino Admin.
• Managed inventory on all classified Army documents.
• Created SOP’s (KB) to send to clients and higher achy when complicated issues aroused.

Confidential

Tier II Helpdesk Analyst

Responsibilities:

• Supporting Confidential Users - 3 to 6 month Project (Ended)
• Work In Remedy on Work order tickets
• Desktop Support face to face, remote, and via phone
• Install software for users such as Adobe, MS Project, MS Visio, CCleaner, etc.
• Configure Lotus Notes databases and emails
• Open and close problematic tickets within Remedy BMC (Web based)

Confidential

Tier II Desktop/RCS Systems Analyst

Responsibilities:

• Upgraded PCs from Win XP to Win 7
• Upgraded users from Lotus Notes to MS Office Suites 2003/2007/2010/2013 as well as MS Outlook
• Added pc’s on & off the domain
• Reimaged Win XP hard drives using Confidential
• Handled roughly 20 to 45 tickets a day
• Mapped printers/networks and network drives
• Installed/Configured/ users email in Lotus Notes versions 7-8.0 using lotus notes id
• Set up and configured conference rooms for trainings, meetings, and presentations.
• Used Patch management to scan pc’s, laptops and deploy patches to certain workstations using Kaseya
• Configured Exchange server 2013 onto workstations

Confidential

IT Specialist/Desktop Support

Responsibilities:

• Migration from Windows XP to Windows 7 Environment
• Troubleshoot and resolved non escalated, and escalated client issues
• Added users to on/off the domain and grouped them using Active Directory
• Administered Admin rights
• Re-imaging Pc’s using deployment iron keys provided by Confidential
• Delivered Remote Support using Confidential
• Configured exchange server 2010 onto workstations

Confidential

Tier II Desktop Support Specialist

Responsibilities:

• Data Migration in Outlook and Google Chrome
• Mapping networks Printers, and Network Drives
• Delivered Desk side support, face to face, email, phone& remotely, for escalated and non-escalated issues using (Remote Desktop Connection)
• Set up conference rooms for conferences (Projector, Peripherals & Devices)

Confidential

Quality Control (QC) Technician

Responsibilities:

• I administered data migrations for users Windows 7 profile, google chrome, and outlook profile
• Asset Management\Inventory; kept track of users equipment for government purposes
• Mapping network drives
• Troubleshoot and resolved non escalated and escalated client issues
• Used Snag it 9.0 to create quick reference guides for users

Confidential

Tier I & II Help Desk Analyst

Responsibilities:

• Administered Front End Blackberry/IPhone Support
• Handled all support calls regarding RSA Admin Rights and user accounts
• Managed, and created accounts for new users and groups
• Delivered high end customer service, and phone support
• Configured and set up various conference rooms for training and meetings

Confidential

Junior Network Administrator/ Help Desk Support Specialist

Responsibilities:

• Delivered end-user training and technical support of Microsoft office 2007 and SharePoint 3.0
• Developed quick reference guides to assist end users with challenging software applications
• Managed, created accounts, and maintained accounts in Windows SharePoint Services 3.0
• Created and managed new user accounts in Confidential
• I managed Windows XP Professional, Windows Vista and Windows 7 workstations
• Troubleshot, and resolved non escalated and escalated issues