PROFESSIONAL SUMMARY:

My focus is to utilize my acquired skills and abilities that I have developed within IT Infrastructures that have been ITIL structured, which has made me accustom to SLA’s, Helpdesk environment, various corporate and government policies. I feel that my exposure so far has equipped me with what is needed to be successful working within a technical domain. The opportunity that I am seeking is one that gives me the chance to enhance those skills and abilities that I have acquired.

TECHNICAL SKILLS:

Patch/Security Management | SharePoint Administration | Windows Administration | Project Management | Vendor Management | Procurement |Active Directory |Windows Server |Remedy Ticketing System |Windows Remote Assistance| HP Service Center Ticketing System

SOFTWARE PROFICIENCIES:

SnagIt 9.0 | Bomgar | MS Office 2007/2010 |Windows EX/7|Share Point Server 2010

EXPERIENCE:

Confidential

PC Life - cycle Deployment Technician

Responsibilities:

• Responds to and diagnoses problem through discussion with users and hands-on assistance.
• Provides on-site support to end users on a variety of issues
• Identifies, researches, and resolves technical problems
• Responds to and closes tickets assigned to PC Deployment/Lifecycle Refresh
• Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds contractual SLA’s
• Documents, track, and monitor all assigned work through tracking systems to ensure a timely resolution (Remedy, SharePoint, etc)
• Partner with Enterprise Service Desk (ESD), Network Services Team and the Desktop Engineering Team to resolve issues that may arise during a Lifecycle Refresh Project
• Provides targeted TIER 2 Support for applications and/or hardware issues that arise during an active Agency Lifecycle Refresh Project

Confidential, Washington, DC

Strategic Data Systems IT Specialist

Responsibilities:

• Respond to service tickets and requests for local desktop support for assigned offices and remote desktop support for other offices as required to meet service level agreements.
• Troubleshoot and resolve hardware, software, application, network, user access, or related issues
• Escalate more complex problems or unresolved issues to next level of support.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Accountable for the successful resolution of all customer requests

Confidential, Washington, DC

Phacil Customer Technical Support Representative

Responsibilities:

• Install hardware and peripheral components like disk drives, printers, keyboards and monitors.
• Load software packages such as networking components, operating systems and office applications.
• Coordinate with network services and information systems groups
• Connect users to network and train on facilities and applications
• Troubleshoot software and hardware failures and determine network problems
• Configure PC’s problems ticket resolutions and track problems using Remedy system.
• Receive and prioritize issues and forward using escalation procedures.

Confidential, Alexandria, VA

Help Desk Technician

Responsibilities:

• Reset passwords/usernames in Active Directory, or other tools, such as mainframes (ACF2), on call-id, SQL, oracle, and safe word token.
• Helped clients with Remote Access Problems such as (FastAccess, WebVPN, RCN, Citrix) and remote desktop while in the field or at home
• Logs and tracks inquiries using Remedy a problem management database and maintains history records and related problem documentation
• Opening, tracking, and closing trouble tickets; ensures problem ownership and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned
• Create tickets, respond to tickets, and escalate tickets as necessary to the proper groups. Each ticket must have troubleshooting documentation that explains the problem, work done on the problem and the resolution to the problem
• Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis
• Contribute knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I support

Confidential, Rockville MD

Tier 1 Technician Specialist

Responsibilities:

• Troubleshoot Hardware, Software or Confidential custom applications, VPN and Network
• Connectivity, TCP/IP configuration, Internet connectivity for Confidential in office and remote user’s
• Respond to Confidential user’s via email, Telephone and as SST’s.
• Maintain the SLA’s in a large structured environment supporting Confidential employee’s Nation Wide
• Remote onto to user’s machine to troubleshoot, install, and map printer or Network Drives
• Log and track incidents using HP Service Center

Confidential, Washington, DC

Deployment Technician

Responsibilities:

• Installation of customized software packages.
• Networking printer installation.
• Utilization of Remedy software for data entry and work order completion
• Deployment Technician will be responsible for interfacing with users
• Windows 7 configuration
• Visit user workspace, backup locally stored user data, retire old equipment, deploy new equipment, and restore user data per Work Orders
• Completing all job duties within appointment time frame.
• Staging of desktop and laptops with a customer standard image including Windows 7 and Office 2010
• Validate installation through defined quality assurance procedures
• Install and configure over 500 new desktop systems
• Participate in the training of use on network hardware and software
• Maintain and track hardware and software inventory
• Document all problems, solutions, and escalations in remedy ticketing system
• Configure, sync, and replicate users Lotus Notes email
• Ensure users VPN connections are working properly after manually updating Extend 360 and Cisco AnyConnect
• Successfully troubleshoot, resolve, and/or escalate technical problems in a timely manner
• Backup and restore up to 30 users data on a weekly basis
• Set-up and troubleshoot network and local printers
• Run and install programs off Confidential network

Confidential, Washington, DC

PC Technician/Move Specialist

Responsibilities:

• Multi- tasking capabilities (e.g. handle large volumes of equipment).
• Skilled in time, priority and task management
• Good organizational and communication skills.
• Responsibility, dependability and punctuality

Confidential, Washington, DC

Proforce IT Deployment Technician

Responsibilities:

• Install computers and devices in a timely matter.
• Performed mapping of network printers and devices for an enterprise network
• Responsible for relocating user computer hardware
• Verified the completion of computers and printers installation.

Confidential, Washington, DC

Asset Inventory/Move Specialist

Responsibilities:

• Provided client support for over 7,000 users.
• Maintains government agency asset including all elements of hardware that are found in the business environment.
• Primary point of accountability for the life-cycle management of information technology assets throughout the organization
• Assist customers in making cost effective and correct use of a product. Includes assistance in installation, maintenance, upgrading, and disposal of a product.
• Provided quality assurance and built customer/ vender relationships.