PROFESSIONAL SUMMARY

Well oriented and resourceful IT professional - with experience in managing and troubleshooting complex Windows network infrastructures and PCs. I have participated in upgrades, migrations and experienced in Active Directory. I have strong customer service and excellent communications skills.

EDUCATION

Diploma graduate
Anthem Institutes'
(Computer Networking)

CERTIFICATIONS

A+ Certified

TECHNICAL SKILLS

Diagnosing and Troubleshooting.Installing and configuring devices. Operating system fundamentals, OS structures/types Concept and Procedures for creating and managing files and backups.

Networking capabilities - Microsoft Windows Server 2000 and 2003 Active Directory server installations. Create users and password update.

Analyzing and resolving complex hardware and software problems associated with desktop, laptops and peripherals. Functions include but are not limited to: set-up of workstations/devices, repair/elimination Installing and Configuring devices and resolution of compatibility issues.

Environments:Windows 9x, NT/2000/XP, Vista, Window 2003 Server

PROFESSIONAL EXPERIENCE

Confidential
11/2011 - Present

Field Technology Specialist

Provides first-tier support for problems associated with PCs, monitors, printers and desktop software. Coordinates equipment moves, adds, and changes. Answers all incoming calls to the Technical Service Center. Provides professional and courteous service to all clients.

Provides consultation to users for all aspects of end-user computing and desktop-based LAN systems software.

Provides onsite support as directed for infrastructure hardware and software. Provides technical support and guidance through Tier 2 support and works with vendors to resolve blackberry and application.

Setup and support new blackberry user.

Responsible for supporting all Mobile Phone (CN50) user and documenting solutions to problems and developing end-user guidelines. May provide on-the-spot guidance to users.

Consults with and makes recommendations to users on selection of hardware and software products to address business requirements.

Environments:XP, Active Directory, Remedy Ticketing System, MS Office Suite, Mantis, MobeControl, Site-Supervisor, Blackberry Support and Team-View.

Confidential
04/2011 - 11/2011

Desktop Support

Perform support for on-site and off-site end-user for all technology related needs.

Support Refresh Project and Installation, configuration and troubleshooting of desktops, laptops, telephony and other related technology devices.

Support all administrative tools to track technology devices and user profiles and also enable all new technology procurement are document and issued to end-user as agreed
.
Develop proactive ways to avoid potential problems and automate maintenance tasks
Contribute to company-wide technology projects

Provide a high level of customer concerns on all interactions and Provide timely, creative and alternative solutions to meet business needs and quick resolution.

Track and maintain detailed documentation on all issues handled and resolved with the Service Level Agreement.

Actively share knowledge and offer assistance to teammates

Environments:XP, Active Directory, Remedy Ticketing System, MS Office Suite, Ghost and Argus.

Confidential
11/2010 - 04/2011

Desktop Support & Deployment Tech

Provide comprehensive technical support services to support center customers and document recommendations for troubleshooting steps.

Recommend timely solutions to issues affecting the client-base and act as first point of escalation for Level I Technicians.

Be familiar with Technical Account Supervisor (TAS) functions and assume TAS responsibility in their absence.

Confer with TAS to identify trending problems and develop solutions and documents client specific work flow. Work within client service level agreements

Analyzes client needs and reviews technical alternatives to determine their impact on the client and systems environment.

Participates in the planning, installation and implementation of new or modified PC/LAN related hardware, software, applications or operating systems to meet client's requirements and updates/writes documentation

Create and submit detailed call logs, documenting customer interactions - Accuracy and thoroughness in logging components. Maintain technical proficiency in all applications utilized by supported clients.

Contribute current technical information and best practices concerning proprietary applications to the proper knowledge distribution channels.

Perform customer support related tasks and special projects as assigned by management
liaise as necessary interdepartmentally to seek resolutions to all issues reported.

Environments:Active Role, Teamsite, eDiscorvery, XP, Support Center, Mercury Ticketing System, MS Office Suite, Ghost and Virtual Dynamic Machine (VDM).

Confidential
08/2010 - 10/2010

Windows 7 Migration

Create an awareness of the limitations of hardware, Upgrades, Configurations Installations and "best practices" as relates to company policies.
Rigorously test the capacity of the existing database to handle inquiries. Determine points at which system Upgrades, Configurations and Installations are schedule.
Project the staffing requirements needed to monitor and troubleshoot PC issues. This includes encouraging the project lead to set up an emergency response procedure, with staff who will share "on call" commitments.
Inform management about the successes and responses to the Project. Reports can include the number of failures, and so on.
PC builds and configurations provide customer one on one training on the new operation system. Provide customer assistance and problem source identification and problem resolution at the desktop.

Interact with other teams to provide efficient customer resolution, including consultation with the 3rd level LAN Administrators and or Networking.

Provide deskside support to customer IBM machines with Windows 7 client operating systems clients for hardware and software issues.

Goal was to provide direct ownership of problem resolution, analyze and resolve 97% customer problems at first contact.

Follow up calls to customer to assure incident closure. Utilize call tracking software to update and close call records with detailed documentation of steps taken as issue resolution. Utilize standard IBM Global Services processes and escalation procedures as documented.

Environments:Windows 7, XP,Vista, SMS and IBM Ticketing System.

Confidential
03/2010 - 06/2010

Desktop Support

Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.

XP desktop migration - Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.

Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on.

Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's desktop computing environment.

Where required, administer and resolve issues with associated end-user workstation networking software products.

Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.
Answer to and perform moves, adds and changes (MAC) requests as they are submitted by line managers.

Ensure that physical desktop connections LAN/WAN (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order. Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.

Assist in preparing, maintaining, and upholding procedures for logging, reporting and statistically monitoring desktop operations. Respond to the technical needs and questions of customers concerning their applications, equipment and access.

Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment. Accurately document instances of desktop equipment or component failure, repair, installation, and removal. If necessary, liaise with third-party support and PC equipment vendors.

Environments:Windows NT 4.0, XP,2000, Vista,2003 Server, Ghost and Remedy Ticketing System, MS Office Suite, LANDesk.

Confidential
06/2009 - 02/2010

Technical Support

PC Refresh: includes Move, Add, Change requests, Break/Fix and Technical Support.

Asset management support; Data/hardware disposal assistance, Patch Management updates.
Perform software updates of medical devices using CareFusion Alaris proprietary software.

Perform hardware updates on medical equipment using standard hand tools. Conduct electrical safety tests on medical devices using an electrical safety analyzer. Record results manually.

Perform functional tests on medical PCs using CareFusion Alaris proprietary software. Record results manually as well as input the results into software application. Use a bar code scanner to input and manipulate data in to a Microsoft Excel spreadsheet.

Confidential
11/2008 - 5/2009

Technical Support

Diagnose and repair HP, Compaq and DELL laptops and desktops - including assembling of the entire laptop/desktop from its entire components. Replacing of system board, LCD screen, hard drives, CPU and, or memory. Repair Hp inkjet and laser printers

HP and DELL desktop installations, hard drive imaging and installing or updating Window 2000, Windows XP and Vista operating system as required.

Installing Network Operating System., Assign IP Address based given host table to laptops, desktops andprinters.

Determine customer warranty requirement in database. Documentation of work progress in database, report and escalate all unfinished repairs to the project lead.

Environments:Windows NT 4.0, XP, Vista and 2000.

Confidential
07/2008 - 10/2008

Desktop Support

Troubleshoot of computer hardware, software installation and repair. Upgrade of PC's and network hardware within the organization -Including but not limited to printers, phones, and other forms of electronic communication.
Responds to assigned Help Desk tickets.
Maintains inventory of company hardware and software by location and user.
Microsoft Backup,

Confidential
03/2006 - 5/2008

Quality Control Tech

Verify and document company products, report directly to the Quality Manager and will work to maintain the ISO Quality program which includes but is not limited to: internal audits, Corrective/Preventive action administration, program documentation, customer complaints, work instruction issuance.

• Excellent organizational, time-management, execution and tracking skills
• Assist management in product inspections
• Coordinate daily reports of manufactured goods
• Posses the ability to make effective and sensible decisions with a sense of urgency.

Achievements:

Coordinate and support the continuous improvement efforts of the plant,conduct and/or coordinate capability studies, analyze resultant data and prepare reports for management review.