OBJECTIVE:

Provide exemplary customer service while expanding knowledge of IT best practices, IT Client Management, and IT Security

CORE COMPETENCIES

• Excel under pressure
• Service - oriented
• Work well with all levels of organization
• Specialize in small, medium, large business and call center organizations
• Strong problem solving skills
• Excellent communication and presentation abilities
• Strong analytical skills
• Dedicated to providing the best possible level of support
• Strong experience in planning and executing company IT upgrades

TECHNICAL SKILLS:

Senior Help Desk Professional proficient: Tier I and Tier II support; PC, Mac, Smartphone (iPhone and Android) setup and support; Windows 7 Windows 10. Windows advanced Server 2008, 2010. Microsoft office 2007, 2010, and Office 365; Cloud GoogleMail and Google Collaboration Suite; Microsoft office 2010 and 2013, and 2014; Symantec and MacAfee Antivirus, Arcserve Backup, Arcserve Backup and Google Vault; Microsoft Remote Desktop and Bomgar; Mitel phone system, Verizon analog and ISDN services, VoIP, Xerox & Ricoh Multi-Function Device (MFD) maintenance and troubleshooting, MaaS360, IPTV, Creston AV conference Network Design with Security;

Networking: Active Directory, DNS, WINS, DHCP, TCP/IP, IIS, ISA, and Exchange Server

PROFESSIONAL EXPERIENCE:

Tier II Desktop Support Technician

Confidential

Responsibilities:

• Technical lead in providing IT support and customer service for the Pre-Elect and Confidential staffers in a fast paced and demanding environment in accordance with the Presidential Transition Acts of 1963 and 2010.
• Exceptionally serving over 800 essential users including the Vice President-Elect, former Governor of Michigan, former CEOs, former Mayor of New Orleans, former National Security Advisor, former Director of White House Operations for the Obama administration, and a former United States Secretary of the Interior in multiple locations both in person, email, and via telephone.
• Configuring, issuing, and supporting Government Furnished Equipment (GFE) to Confidential users 7 days a week.
• Researched and resolved issues/inquiries daily
• Documented all inquiry activities in the appropriate reporting systems
• Provided training to Confidential staff users for all new WebEx accounts created ensuring the user was able to schedule and host large meetings with high profile users
• Configure cell phone and laptop to approved onboarding users by installing the approved image and configuring the devices for the individual user setting up all applications for immediate use upon the user's arrival
• Deactivate “off boarded” users by updating the inventory application system(Asset Panda) ensuring all GFE was accounted for and returned to Confidential provides technical assistance and customer service both in-person and remote for incidents and service requests
• Maintain and monitored the team’s ticket aging report daily to ensure all incidents and service requests were tracked and updated with the correct information and a resolution was provided to the user
• Ticket Management
• Windows 7 Environment

IT Support

Confidential

Responsibilities:

• Support of 3,000+ users
• Windows 7 environment
• Assist users with application errors, Virus errors
• Support mobile devices, IPhone and Android phones
• Support Surface pro’s and IPad’s
• Vendor Management
• Install software
• Support and trouble shoot Office 2010 and office 2013

Tier 2 Phone Support

Confidential

Responsibilities:

• Support of 150 users
• Resolve End-user problems in a Windows 7 Environment
• Assist users with application errors, virus errors and other issues
• Special software installs and configurations
• Telephone configurations using the Mitel phone system, VOIP
• Vendor management
• Ticketing System Zendesk
• Some Executive Support
• Outlook 2014, Microsoft office 2014
• New user set up in AD, disable employee accounts
• Email account creation, Set up distribution list, disable email accounts
• Basic network trouble shooting
• Make ports live on data server and phone servers so users can access the internet and have use of phone
• Black list and white list domains
• Release non-threating emails to users using Securance.

Tier 2 Phone Support

Confidential

Responsibilities:

• Temporary position with MindShift Technology
• Windows 7 Professional environment
• Disable account in AD Create new AD accounts
• Create email accounts
• Black list and white list domains
• Contact client by phone
• Remote to clients PC to fix any issues using Bomgar
• Support over 2,000 users

Help Desk

Confidential

Responsibilities:

• Support of 3,000+ users
• Office 365 and Outlook 2014
• Windows 7 Professional
• Full phone support Through Remote Assistance using Bomgar Or SCCM
• Remote to Users PC
• Install Software
• Install Printers
• Assist users with compatibility problems with software
• Trouble Shoot all software and Hardware issue
• Trouble shoot Office 365
• Remedy Force Ticketing System

Service Desk

Confidential

Responsibilities:

• Support of 1,000+ users
• Troubleshoot Problems and advises on the appropriate action
• Assist with PIN resets for PIV cards and software installations
• Train team members and other agency employees on use of PIV/CAC system
• Respond to requests for technical assistance in person, via phone, and email
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Password rest
• New Hire ID creation
• Smart Phone set up and support
• Assign Tokens to users for Remote access from home
• Disable accounts in Active Directory
• Windows 7 environment
• Microsoft office 2010 and 2013
• Assist users with remote access
• Executive support (VIP users)

Desktop Support

Confidential, Gaithersburg, MD

Responsibilities:

• Support of 300+ users
• New user setup.
• Resolve End - user problems in a Windows 7 Environment.
• Software install and configuration.
• Trouble shoots Outlook 2007, 2010
• Ticketing System Remedy.
• Assist users with application errors
• Special software installs, set up, and configuration.
• Conference room set up audio and video.
• Basic network trouble shooting
• Microsoft office 2007,2010
• Prepare laptops to enter top secret area.
• Windows Remote Desktop.

Desktop Support

Confidential, Washington D.C.

Responsibilities:

• Support of 183 users
• VIP Support
• Resolve End-user problems in a Windows 7 Environment.
• Worked with Arcserve Backup system conducted daily data backups using differential and full backups.
• Symantec Antivirus
• Windows Server 2008 and Mitel phone system
• Assist users with application errors, virus errors and other issues
• Special software installs and configurations
• Telephone configurations using the Mitel phone system
• Conference room set up
• Vendor management
• Ticketing System Help Star 9
• Proficient in Microsoft Remote Desktop
• Outlook 2010

Desktop Support

Confidential, Washington D.C.

Responsibilities:

• Support of 1000+ users
• VIP support
• Managed up to 6 people on major projects
• Performed system backup and restore
• Install and troubleshoot Outlook 2010
• Map Network drives
• Add printers to network
• Share local printers between users
• Software install
• New user setup

Team Lead Hardware Technician

Confidential, Washington, D.C.

Responsibilities:

• Support of 1000+ users
• Point-to-point migration of old PC to new PC using Ethernet cable and Dell CDM migration software tool
• Trained new IT employees on migration process
• Quality Control and signed off on all migrations to ensure correct and accurate migrations completion
• Proficient in Zen Works and Point Sec encryption

Help Desk/ Field Service Technician

Confidential, Hunt Valley, MD

Responsibilities:

• Support of 500+ users
• New user PC set up and configuration
• Active Directory new user set up
• Conduct Circuit turn ups on Cisco routers
• Password reset using Active Directory
• Trouble shoots Software, Hardware, and Networking issues
• Ticketing system Help Star 9
• Use of Bomgar to remote user’s computers