SUMMARY:

• Over 5 years of hands - on professional IT experience.
• Areas of expertise include:
• Remote Support ~ Network Connectivity ~ Troubleshooting ~ Vendor Relations Mobile Devices ~ Rebuilds & Repairs ~ Deskside Support ~ Active Directory ~ User Relations
• Expert Desktop Support Professional with over 5 years of strong and diverse IT experience encompassing helpdesk operations, system administration, telecom support, network cabling and administration, hardware/software installation and configurations, migrations, upgrades, and IT security. Considerable strengths in imaging, back-ups, Active Directory, repairing PCs, installing peripherals, removing viruses, and installing programs to safeguard users from advanced cyber threats and malware. Highly skilled at computer and network performance tuning and optimization, and accurately diagnosing challenging technical errors and issues with Windows 7/8/10 and MAC OS X. Proven skills in both onsite and remote problem analysis, and efficiently and appropriately responding to user requests and issues. Adept at analysis, design, coordination, and planning for all technical components of desktop- related initiatives. Process-driven, versatile, and consistently ensure first-rate customer satisfaction. Excellent knowledge of LAN protocols and IMAP configuration (Outlook, POP3, and SMTP). Well-versed in Citrix.

PROFESSIONAL EXPERIENCE:

Confidential

• Delivered comprehensive technical support across four corporate offices in Washington, DC and Baltimore, MD.
• Exhibited vast technical acumen in setting up, installing, configuring, migrating, rebuilding, and deploying computers, peripherals, VoIP phone systems, conference room (A/V) equipment, and software.
• Performed remote desktop support including VPN administration, set up local and network printers for over 200 users, deployed hard disk encryption, and proficiently resolved hardware and software issues on Windows O/S.
• Set up iPhone and Android phones, and managed user accounts and profiles in Active Directory.
• Deploy software and application using Application Delivery Agent (ADA) MC7.
• Setup, install, migrate, configure, rebuild, backup, update and deploy computers (Dell Wyse terminals- virtual desktop Dx0D/Rx0L, Lenovo M-series) and accessories including Avaya phone (VOIP system); setup DoD and install Citrix desktop client, install, setup and support Microsoft office ( 2007/2010/2013 ) & Outlook web access.
• Deploy hard disk encryption and unlock BitLocker pin; setup Bloomberg terminal and keyboard and setup fax and printers. Resolve, close and open tickets using service now and symphony ticketing systems with attached Knowledge base articles and activity logs. Repair, maintain and conduct inventory of hardware and computer equipment (printers, monitors, fax, phones, RAM's, time-clocks, laptops, wyse terminals, etc.). Setup user desktop with 4-5 monitors (DVI, VGA, HDMI, DP/MDP), map network drives; setup local and network printers for over 200 users.
• Setup mobile devices (iPhone & Android) active sync support; manage user accounts, computers and profiles in Active Directory and Group policy. Maintain conference room equipment, Polycom and AMX audio/visual equipment; repair computer, upgrade RAM's backup and setup hardware, troubleshoot Win7 OS, support MS office 2007/2010/2013 , administrate AD, rebuild/reimage Lenovo laptops/desktop, setup scanners and map network drives, scan for threats using Symantec Endpoint protection (perform live updates). Efficitent use of ticketing system (Symphony and Service Now). Ensures all equipment are properly maintained, service calls are placed timely and tracked; perform backups and restores related to end user and server requests; Provision/Decommission hardware (Laptops, Desktops, Storage) following SOP.
• Support CEO town hall multimedia meeting/presentations through video AV conference.

Computer Support Analyst

Confidential - Baltimore, Maryland

• Configured, installed, repaired, and set up PCs, laptops, tablets, iPad, iPhone and Android devices, constantly ensuring rigorous IT security and seamless internet connectivity.
• Set up and supported MS Office Suite, installed antivirus protection, configured peripherals such as fax, phone, and printers, delivered remote network support as needed, and established Wi-Fi connectivity.
• Performed PC clean-up tasks such as virus removal and memory upgrades to optimize desktop and/or laptop performance.

Desktop Support Technician

Confidential - Baltimore, Maryland

• Critically analyzed and swiftly resolved hardware, software, and network-related problems for staff at Department of Health.
• Reimaged, rebuilt, and reconfigured laptops and desktops, migrated operating platform from Windows XP to Windows 7, set up Cisco VoIP phones, and cloned computers by leveraging SCCM network media.
• Effectively demagnetized and destroyed hard disks containing classified health information in accordance with HIPAA privacy regulations
• Performed system back-up and restore, supported mainframe computers, and tracked and followed up on IT issues to ensure and facilitate rapid solutions.
• Engineered client workstations according to user needs, set up domains, and linked users to server.
• Encrypt laptops using PGP and add a computer to the domain. Install nursing medical software: CARES, MMIS, and CAST for users. Configure iPhone and Androids for work emails using OWA.
• Map Network drives; shared folders install printer drivers and map local/network printers using Host ID and Static IP addresses. Test network drops for connectivity and setup Laptops and Projectors. Install and support Microsoft Office Suite (2003, 2010 and 2013 including configuring Outlook exchange); Citrix for VHN.
• Track and follow-up IT issues, coordinate solutions, assist in the internal/external repair and restoration of computer systems using HP Service Manger ticketing system. Test, analyze and troubleshoot end user problems. Perform System backup and restore.
• Mainframe support: HOD: install, support, remove and update HOD (Host on-Demand), using Java updates currently 8 updates 45 deployments to improve application runtime; install Java plug-in, add-on's and downloads. Works with network administrators to solve mainframe application problems to meet end- user computing needs.

Jr. Network Assistant / Help Desk Specialist / PC Support Technician

Confidential - Baltimore, Maryland

• Built and maintained network infrastructure at corporate headquarters and supported 11 remote locations.
• Consistently exceeded performance goals by resolving 15 calls on average per day with a 70% first-call resolution and average close time of five to six minutes.
• Troubleshot, diagnosed, and resolved wide-ranging issues with software, hardware, and connectivity.
• Set up Active Directory accounts, added computers, reset passwords, unlocked accounts, and added users to groups with permissions.
• Governed centralized server network access and updates, installed VoIP phones at corporate office, organized wiring and cabling (Cat5, RJ45), and installed Cisco wireless access points.
• Configured and supported Mac OS X, installed apps, optimized network connectivity, performed updates and upgrades, created accounts, and supported all applications within MS Office Suite.

Assistant Web Content Developer contractor

Confidential - Monrovia, Liberia

• Trained users in use of web applications, updated website content, and performed general site administration.

Business Controller and Network Manager

Confidential, Accra, Ghana

• Spearheaded daily operations within internet cafe encompassing customer service, cash handling, financial reconciliations, printing jobs, system and network administration, daily back-ups, and website updates.
• Installed and maintained security procedures including virus protection and in-depth network monitoring.

TECHNICAL SKILLS

• Excellent communication and documentation skills. Outstanding working relationship; team oriented; supervisory, proactive, decision making, and good analytical skills.
• Honest, trustworthy, dependable, polite, flexible, respectful and possess cultural awareness sensitivity.
• Fast learner, the ability to work in demanding environments. Works according to specification, and willingness to learn on the job.
• Ability to adhere to standard operating procedure (SOP).
• Teachable and able to train others.
• Excellent customer service skills
• Ability to manage multiple customer request simultaneously. TCP/IP, Windows 7, 8 10, Citrix, VMware, Mac OS X,
• Ability to prioritize work based on department and production objectives.
• Able to work independently with minimal supervision and as part of a team to resolve technical issues.
• Strong logical thinking, and troubleshooting skills.
• Real world experience with Windows OS.
• Outstanding customer service skills.
• Excellent organizational skills and multi-tasking abilities.
• Ability to work efficiently and effectively without sacrificing quality.
• Strong communications skills and ability to work cohesively as part of a team A desire to continue to learn in the environment.