TECHNICAL SKILLS:

Windows 7, Windows 8,Windows 10, Server 2000, Server 2003, Server 2008, Server 2012, Exchange Server 2003, Exchange Server 2007, Exchange Server 2010, Microsoft Office Suite 2003 - 2013, Office 356, PeopleSoft, Sharepoint, Mac OS X, iMIS, NetForum, Symantec, McAfee, Panda Cloud, JAMF, Citrix, VMWare, Adobe, TCP/IP, DNS, RAS, CISCO VPN, Lotus SameTime, Active Directory, Active Role Server, SCCM, Dell, HP/Compaq, BES, CAC, RSA Tokens, Salesforce, Remedy, Maximo, Service Now

EXPERIENCE:

Confidential

IT Helpdesk Associate

Responsibilities:

• Providing on site and remote resolution of common desktop computing issues (PC and
• Mac), and acting as local enforcement for IT security policies.
• Supporting, modifying and provisioning new users for an IP based PBX phone system
• Responsible for inventorying hardware and organization of our IT storage room.
• Provisioning new hires with hardware and proper web tools access.
• Reception and resolution of a high volume of HelpDesk cases/tickets submitted by Confidential employees experiencing technical issues.
• Management and tracking of web tools access of fellow Confidential employees within our CMS.
• Creation of documentation related to HelpDesk processes and policies (internal).
• Assisting with IT HelpDesk related projects within JIRA as needed

Confidential

Senior Helpdesk Technician

Responsibilities:

• Face-to-face desktop support to internal customers travel).
• Intercept and manage customer IT service requests via telephone, chat, e-mail, or walk-up in.
• Troubleshoot and triage service requests face to face and/or via remote access.
• Resolve service tickets or escalate to other support entities as needed and within SLA.
• Reimage computer and deploy applications using SCCM fashion.
• Support PC Refresh Program: replacing old computers with new computers provided by our client; data and settings migration from old computers to new computers; and scheduling appointments, performing QA surveys and other administrative duties as needed.
• Modify accounts in Active Directory locations. communication (email, phone, fax, or walk-in).
• Document calls in Maximo Ticket Management System to ensure proper tracking

Confidential

IT Support Technician

Responsibilities:

• Assist IT with hardware/software upgrade
• Assist with migration to Lotus Sametime
• Provide technical support assistance to staff

Confidential

Information Technology Specialist ( Desktop Engineer )

Responsibilities:

• Install and test new COTS and specialized software ( PC/Mac )
• Provide technical assistance to users experiencing trouble with hardware/software
• Troubleshoot problems utilizing diagnostic software
• Install and test new hardware including CPU’s, monitors and peripherals
• Assist with implementation and installation of PKI/ CAC
• Create, modify and delete accounts in Active Directory
• Application install and patch remediation with SCCM
• Create images for Windows7 migration
• Open, track and close tickets in Remedy
• Assist remote users with connectivity issues and configuring mobile devices
• Provide technical support to VIP and Executives

Confidential, Vienna, VA

Sr. Desktop Support Technician

Responsibilities:

• Open, track and close trouble tickets in Remedy
• Provide software/hardware trouble shooting support & coordinate with Help Desk
• Evaluate documented resolutions and analyze trends for methods to prevent future problems
• Assist in the implementation of software\hardware system projects as assigned
• Securely configure workstations to operate on the network, including the installation of operating systems and application software with the appropriate security settings and patches
• Provision and deactivate user accounts, user permissions and applications as assigned

Confidential, Annapolis, MD

Sr. Desktop Engineer

Responsibilities:

• Phone, remote, and desk side technical support
• Support email, directories, and standard Windows applications.
• Configuration of communication devices and peripherals
• Create, modify and delete accounts in Active Directory
• Application install/Remote access through SCCM
• Connects and restores PC Workstations to operational status
• Desk side user training for proper operational use of hardware and software
• Help desk rotation
• Assist in training of junior employees
• Open, monitor status and close tickets in Remedy
• Troubleshoot/resolve end user hardware/software problems
• Escalate/ coordinate issues when problems cannot be resolved by IMO

Confidential, Alexandria, VA

Network Administrator

Responsibilities:

• Manage and maintain the WAN and the LAN, and ensure network connectivity.
• Organize LAN and WAN access for 50+ end users
• Manage e - mail and Internet access
• Provide PC/Mac hardware and software support for all staff
• Manage all server and PC usage and bandwidth
• Actively participate in the design, procurement and implementation of new systems
• Developed training manuals for in-house systems
• Organize IT Department documentation
• Troubleshoot PC/Mac, Printer, Server and Application issues
• Maintain inventory of all equipment (PC, Mac, servers, printers, mobile devices, etc.)
• Manage daily network data backups
• Implement and maintain an electronic tech support tracking system
• Install configure and migrate from Exchange 2003 to Exchange 2007

Confidential, Washington, DC

System Support Specialist

Responsibilities:

• Respond to inquiries and requests for assistance with association s computers
• Identify problems, troubleshoot and advise 50+ end users.
• Perform software upgrades on current applications and install new applications - Configure for multiple users and network
• Assist training new and current employees on tools available
• Assist manager with installing PC/Mac and related hardware.
• Perform and maintain hardware and software inventory.
• Maintain licenses and documentation for all software used.
• Maintain software library.
• Assist with developing and maintaining network users manual and system documentation.
• Perform and maintain back-up system for association on daily basis.
• Assist manager with monitoring and problem solving for remote access service.

Confidential, Bethesda, MD

Help Desk Analyst

Responsibilities:

• Troubleshoot and resolve computer issues over the phone for 1500 end users
• Provide assistance to desktop support team
• Answer phone, email and web based requests
• Maintain call log in Track - It
• Provide Tier 1 and 2 support for Regional offices

Confidential, Alexandria, VA

Desktop Support Technician

Responsibilities:

• Install, Configure and Test PC hardware, peripherals and printers
• Software installation, testing and maintenance
• First line technical support for Windows NT, 2000 and XP environment
• Answering and evaluating phone and e - mail requests for assistance for 500+ end users

Confidential, Rockville, MD

PC Technician

Responsibilities:

• Installed new XP image on existing and new desktops and laptops
• Deployed new IBM and Dell laptops
• Ensured network and printer connection
• Installed COTS and user specific software

Confidential, Washington, DC

PC Support Technician

Responsibilities:

• Replace all Confidential hardware with ODIN hardware (desktop and laptops)
• Configure TCP/IP for connection to NT network
• Upgrade COTS and Confidential specific software using WININSTALL
• Storing and transferring data using Confidential
• Refurbish excess hardware for depot

Confidential, Millersville, MD

PC Technician

Responsibilities:

• Deploy new MAC and Dell Dimension PC s and laptops
• Install new HP printers (network and local)
• Configure TCP/IP for network connectivity in Windows 2000 and XP
• Install new software applications (Norton Utilities, Easy CD Creator, and Adobe Photoshop)

Confidential

Lead Computer Technician

Responsibilities:

• Lead tech in hardware / software rollout for main office (2000 end users)
• Provided support in Windows 95, NT and 2000 on Novell network
• Assisted Help Desk with existing issues
• Maintained call ticket tracking in HEAT 5.0

Confidential, Lanham, MD

PC Field Engineer

Responsibilities:

• Upgraded and installed Compaq and Hewlett Packard Servers
• Installed and upgraded desktop applications
• Provided 24 hour support for various clients
• Provided maintenance for existing hardware

Confidential, Lanham, MD

Lead PC Field Engineer

Responsibilities:

• Led team in migration of 5000 PC s from Novell to Windows NT
• Transferred data from desktop to laptop via LAN
• Installed Windows NT on new laptops and desktops
• Upgraded existing hardware to NT OS

PC Technician

Confidential

Responsibilities:

• Configured and integrated Compaq, IBM, Hewlett Packard and Sun hardware
• Supported 24 hour Help Desk for various clients
• Assisted in field service calls
• Responsible for all customer relations issues, i.e., returns, repairs, etc.
• Documented integration and maintenance issues in FileMaker