Objective:

Seeking position as a Computer Desktop Support in the area of Hardware\\Software for the Washington D.C. Metro Area.

Profile:

16 years of proven experience in the area of computer technology in desktop hardware\\ software support. Demonstrated the ability to troubleshoot, repair, migrate, upgrade, reconfigure, maintain and install personal computers and Laptops such as Dell, Compaq, IBM, HP and Gateway and others. Skilled in the ability to revive damaged hard drives in order to retrieve the end user’s important data files. I have been part of Desktop Support Migration Teams for 12 years, with the FDIC-FCC, The Federal Department of Health and Human Services, and the Department of Justice. Skilled in installing and supporting software applications such as: Microsoft Office Suite 2000, Windows 2000 Professional, WordPerfect , Lotus Suite, Microsoft Office 2002,2003,2007,2010 for XP, Windows XP Professional, Windows Vista and Windows7. Determined to increase my knowledge base of new hardware and software applications configurations. Detail oriented with strong communication, analytical and organizational skills, reliable, responsible, dependable, flexible, customer service focused and dedicated to providing quality work. Public Trust Background Investigation completed by the FCC. Public Trust Background Investigation by the Federal Department of Health and Human Services and the Department of Justice (NAC) National Agency Check.

Confidential
July 2009 to January 2011 Desktop Support Specialist (Contractor)

Deploy, Rollout, Migrate, Image, and Reimage new Vista HP Desktop computers, HP\\Dell Laptops with docking stations, Resolving Guarding Edge Encryption and Synchronizations Issues for HP\\Dell Laptops only. Deploy of office 2007 and Corel WordPerfect x14 suite and other standard in house software. Create a sysprep hard drive for SID duplication use and maintain the master duplicator hard drive device. Setup an imaging station at one site location for re-imaging new client computers.

Assist in the investigation of end user complaints. Resolve software, hardware, networking, printing and other computer-related problems, respond to inquiries, prioritize incoming telephone calls, voicemail and email, and on-site evaluations at client workstations to investigate/resolve user problems in multiple DOJ Locations. Responsible for handling two site locations

Used Active directory and Microsoft System configuration center to add and remove user computer\\Laptop barcode from the Domain Database Site. Also used for Collecting, researching hardware and software database Site.

Confidential - Federal Communication Commission
November 2005 to August 2008, Desktop Support Specialist III (Contractor)

• Assist in the investigation of end user complaints. Resolve software, hardware, networking, printing and other computer-related problems, respond to inquiries, prioritize incoming telephone calls, voicemail and email, and on-site evaluations at client workstations to investigate/resolve user problems. Monitor support activity and inform team members and management of any received trends, positive or negative in calls received and/or solutions employed. Monitor successful resolution of tickets. Provide appropriate progress reporting and status as necessary. Invite feedback from end user community and clearly communicate escalation of tickets to all involved parties.
• Migrate and re-migrate HP\\Compaq 1.8,2.4, 2.8, HP Vector 1.7gig ,866 ,933, , Internal and field office Laptops\\ to Windows Professional 2000\\Microsoft Office 2002 XP, and now Microsoft office 2003 XP, by using a third party software called Pro Magic 5.0\\PowerQuest Drive Image. Transferring and removing user’s crucial data files from their old hard drive to a new drive, external hard drives, resulting from crashed hard drives, Spy ware, Spam, Viruses, Non standard disapproved software, and low maintenance computers. Configuring and Maintaining Field office Laptops, Loaner Laptops, RAS Tokens and telecommuting PC’s for home use.
• Maintain and track calls through the Remedy management database system by maintaining history records, accurate documentation and resolution to end user problems on a timely basis.
• Assist and maintain HP local and network laser printers for all users. Map users to multiple network printer locations. Replace net print pocket adapter cards, ping printer addresses, troubleshoot printer error messages, replace toner cartridges, internal hardware components and install printer drivers for such printers as 4 Plus, 5 Plus, 5L, 6L, 1100, 1200, 1300,1220, 4SIN, 5SIN, 2100N, 4500N, 4550N 5/5M, 8000N, 8150N. Tektronix 4550, 4500,7400
• Identify and resolve problems for the most common PC error messages such as: “Fatal exception, Illegal operation, Page
  Fault, Blue Screen of Death, General protection fault, Page files, No operating system found, Registry, Inaccessible boot
  device, Kernel data, Continually rebooting, NTFS File System and Out of memory” by applying Microsoft TechNet, Google and other internet Computer Technology search engines by applying fixes and patches
• Deploy and migrate new computers, Laptops, Blackberries and other PDA devices. Install current software applications such as: Windows Professional 2000, Windows XP, Microsoft Office 2002 XP, Microsoft Office 2003 XP, Netscape Navigator 7.1, Windows Internet Explorer and other FCC standard software.
• With third party Software’s Support I am able to Repaired Damaged Hard Drives in order to recovery the data files, Fix and Repair Corrupted Microsoft data files Such as Word, PowerPoint, Excel, Access and Outlook Archive’s. I also Recovered deleted and Erased data files from good and bad hard drives and Create Image files for backup support.
• Reset users password, account locked out and user profile by using the password administrator
• Work with the Active Directory to Remote Desktop into the customer computer, Identified all Server , patch updates, computer inventory, tracking deployment of hardware and software.

Confidential - Federal Communication Commission
April 2003 to November 2005, Desktop Technical Support Specialist III (Contractor)
Same job Position and Duties with the current company.

Confidential, December 2001 to August 2002/Xtria July 2001 to December 2001
Division of Computer and Network Services for the Federal Department of Health and Human Services
Help Desk Engineer (Lead Tech Contractor)

• Demonstrated the ability to troubleshoot user’s problems over the phone and in person. Tickets that could not be resolved over the phone were generated and assigned through the Helpdesk Call Center for an on site evaluation by Help Desk Engineer Tech Support Personnel.
• Reconfigured PC’s to meet the company’s configuration standards by ghosting from an Imaged CD-ROM disk. Replaced users old PC’s by transferring vital data files from a network backup drive to their new PC. Formatted the user’s old hard drive to ensure that all data files are removed in order to protect the company’s records. Implemented commercial software application installations such as: Microsoft Office 97, Microsoft Office 2000, WordPerfect 8.0, Internet Explorer 6.0, Netscape 6.1 and internal non-standard software applications.
• Created a ghost imaged disk for the deployment of 500 new 1.4GB and 1.7GB computers for migration to Windows NT and Microsoft Exchange Server Outlook 2000.
• Reconfigured 3Com Ethernet Network Adapter Cards by applying tools such as: Windows 98, 3Com, TCP/IP, client for Microsoft Network, Banyan Vines Client for Windows 98 and Winipcfg to ensure user access to the network logon screen.
• Assisted and maintained HP local and network laser printers for all users. Skilled in mapping users to multiple network printer locations. Replaced Net Print Pocket Adapter Cards, ping printer addresses, troubleshoot printer error messages, replace toner cartridges, internal hardware components and install printer drivers for such printers as 4 Plus, 5 Plus, 5L, 6L, 1100, 1200, 1220, 5SI, 2100, 4500, 8000.
• Identified and resolved problems for the most common PC error messages such as: “Fatal exception, Illegal operation, Page fault, General protection fault and Out of memory” by applying Microsoft TechNet fixes and patches.
• Specialized ability to upgrade user’s workstations by installing hard drives, floppy drives, CD-ROM drives, zip, jazz, rewritable drives, keyboards, mouse, monitors, memory, scanners local and network printers.
• Skilled in the following Microsoft Operating Systems: Windows 95, Windows 98, Windows 2000, Windows ME, Windows NT and Windows XP Professional.
• Skilled in the following software applications: Microsoft Office 97, Microsoft Office 2000 Professional, Microsoft Office Professional for XP, Norton System Works 2001/2002 and Norton System Works 2002 for XP.

Confidentia
November 1998 to December 2000, Senior Tech Support Specialist (Contractor)

• Demonstrated the ability to troubleshoot clients requests by accessing the heat call logging software which leads to an on site evaluation at the client’s workstation 95% of the time to investigate/resolve user’s problems.
• Reconfigured clients PC, Windows 98 and Windows NT Workstations to meet the corporation’s standard configuration by using a hard drive duplicator or ghost from an Imaged CD-ROM disk. Transferred the client’s vital data files from one hard drive to a zip, jazz, or shared drive. Formatted hard drives to ensure that all the client’s data files are removed in order to protect the corporation’s data. Installed and supported software applications on a routine bases.
• Deployed and migrated new computers. Installed current software applications such as: Windows 95 to Windows 98, Banyan Printing Service to Windows NT Printing Service, Outlook 97 to Outlook 98 and Netscape to Windows Internet Explorer.
• Reconfigured 3Com Ethernet Network Adapter Card by using tools such as: Windows 95 A/B, 3Com, 3Cmisc, TCP/IP, Microsoft Network, and Winipcfg to ensure access to network logon screen.
• Reconstructed clients Dell and Compaq Pro workstations by installing mother boards, hard drives, floppy drives, CD-ROM drives, zip, jazz, rewritable drives, keyboards, mouse, monitors, memory and scanners.
• Provided and maintained the corporations local and network HP laser printers for approximately 1,500 users. Mapped client network printer to multiple locations. Replaced the MIO Network Cards, toner cartridges, internal hardware components and ping printer addresses. Troubleshoot printer error messages and installed printer drivers for such printers as: 4 Plus, 5L, 6L, 1100, 1200, 1220, 5SI, 2100, 4500, 8000.
• Administered multiple implementations of software applications for the client’s workstation by mapping the network application server to the client’s workstation or installing from the original software CD-ROM disk. Troubleshoot standard and non-standard software applications such as: Windows 95, Microsoft Office Suite 97, Outlook 97/98, Lotus, WordPerfect, FrontPage 98, Netscape Navigator, Internet Explorer, McAfee Anti-Virus and commercial software applications.
• Provided hands on technical support to a mixed group of clients such as: Help Desk Team, Technologist Team, LAN Support Team, Windows NT Lab Team, Desktop Configuration Team, Training Lab Team, Implementation Support Team, off site clients and clients who reside at the corporations training facilities.
• Worked closely and effectively with the Cable Support Team, LAN Support Team and Windows NT Lab Team to ensure the client’s network connection, application upgrades, fixes, patches, logon password screen, logon script, SMS, Microsoft Exchange Server, Network Domain, Mailbox, OST, PST files in Outlook 98 are working properly. Worked closely with the Virus Team to ensure clients workstations are virus free.
• Organized the inventory control of computer equipment parts for approximately 1,500 users such as: CPU’s, monitors, printers, zip drives, jazz drives, etc. Utilized the Internet to find the latest fixes, patches, device drivers and virus scan.dat files to enhance the client’s computer performance. Evaluated software applications such as: Microsoft TechNet to find symptoms, causes and resolutions to all Microsoft products.
• Identified and resolved problems for the most common PC error messages such as: “Fatal exception, Illegal operation, Page fault, General protection fault and Out of memory” by applying fixes and patches.
• Skilled in the following Operating Systems: Windows 95, Windows 98, Windows 2000, Windows ME, Windows NT Workstation, Windows XP Professional.

Confidential May 1993 to May 1999, PC Hardware Support (Freelance Contractor)

• Provided technical support for the client’s workstation such as; troubleshoot current and older workstations, upgrade and install additional devices. Identified and eliminated virus problems.
• Configured user workstations by using the system editing tools such as: Cmos, Autoexec.bat, Config.sys, Win.ini, System.ini, MSconfig, MS-DOS, and Windows 95/98.
• Reconstructed clients workstations from scratch by installing motherboards, memory, internal fax cards, sound cards, CD-ROM drives, rewritable CD-ROM drives, partitioning\\ghosting multiple hard drives, video cards, floppy drives, zip drives, jazz drives, printer and scanners. H & W Computer May 1993 to January 1999, PC Software Support (Freelance Contractor)
• Provided software support, training and installation of commercial software applications such as: Lotus Suite 96/97, Microsoft Office Suite 95/97, Corel Suite7/8, PageMaker, Microsoft Works, Microsoft Publisher, Microsoft Project, Harvard Graphics, Corel Draw, Quark Xpress, WinFax Pro, PcanyWhere, Visio, Quicken, Norton Utilities, McAfee Anti Virus and Windows 3.1/95/98

Education: Confidential, Washington, D.C.
B.A. Degree, Minor in Computer Science
Certification: Microsoft Office Suite 2000