OBJECTIVE 
To contribute to the company growth through my overall experience.

EMPLOYMENT

Desktop/Helpdesk Support Technician – Tier II 2/2012 – 6/2012
Confidential, Washington, DC

• Provide assistant to users for PC Refresh/Deployment Project.
• Performed user pre-migration HW/SW assets management survey.
• Performed user pre-migration survey in preparation for XP to Win. 7 migrations.
• Resolved inquiries and issues via remote and telephone for Foreign Agriculture Service officers
• Activation, configuration and support of Blackberry devices for deployment to users.
• Asset inventory and configuration of Laptops for migration deployment to 980 users.
• Asset inventory and system preparation for decommission of equipment.
• Ensured compliance with applicable security and property accountability requirements.
• Knowledge Base update on BMC Remedy for resolution of issues.
• Provided minor network cabling installations and modifications as required.
• Expertise in troubleshooting hardware and operating system related issues for Desktops and Laptops.
• Efficient and productive while working under tight time constraints
• Adaptable to unscheduled interruptions and changes to meet SLA requirements
• Excellent oral and written communication skills.

Principal Assistant/Management Technology Services 6/2011 - 1/2012 
Confidential Silver Spring, MD

• Coordination of staff report development for presentation to Montgomery County Planning Board.
• Management of commission fleet tracking.
• Generated correspondence for executive signature and resolution of issues as needed through ongoing contact with internal and external commission officials.
• Handled human resource personnel confidential information with discretion to include distribution of recruitment candidates’ information to Planning Director.
• Assisted in desktop support upgrades to include A/V set-up and installation

Desktop/Helpdesk Support Technician – Tier II 6/2009 – 6/2011
Confidential, Bethesda, MD

• Installed, upgrade and maintain desktop and portable computer hardware, software, printers, and system peripherals.
• Provided remote and telephone assistance to users via GoverLan and DameWare based on requirement.
• Inquiries and issues resolved during initial contact with client.
• Respond to complicated user questions on a variety of software packages and local area network issues.
• Performed customer service follow-up on status of items to ensure resolution - supported approx. 1800 users.
• Tracked and managed software licenses and assisted with deployment of security patches.
• Configuration of IT systems for unit deployment.
• Tracked trends and recommend corrective actions. Ensured compliance with applicable security and property accountability requirements.
• Provides support for CAC (Common Access Card). Troubleshoots smart card readers, middleware and PKI (Public Key Infrastructure) Certificates.
• VPN configuration for remote users
• Provided network cabling installations and modifications as required.
• Mobile Device (Blackberry) configuration to include activation, soft reset and data backup/restore
• Expertise in troubleshooting hardware and operating system related issues for Desktops and Laptops
• Knowledge Base created on BMC Remedy for resolution of issues.
• Performed data migration and configuration of XP systems
• Highly recognized for the delivery of exceptional customer service
• Excellent oral and written communication skills
• Member of the following IMD teams:
• MAPS Deployment Team - Configuration and data migration of Lenovo Thinkpad to medical personnel
• Desktop Computer Technology Refresh Team - System configuration and user data migration for medical departments desktop HW/SW upgrades.
• Transition Team - Relocation and setup of IT assets for departments/units/users in preparation to deploy to new medical facility

Customer Service Call Center/CSR/Desktop Support 9/2008 – 5/2009
Confidential Hyattsville, MD

• Served as volunteer Sr. Customer Service Representative/Trainer by assisting in the system and ticket tracking for individuals contacting the Salvation Army for assistance.
• Training of new inbound call center representatives in CS procedures utilizing MS Office
• Performed weekly customer quality control survey and documentation maintenance.
• Development of standard operating procedures manual, forms and maintenance of filing operations.
• Performed in-house desktop support for hardware/software/AV installation, upgrades and maintenance.
• Performed upgrade, configuration, support of XP and Vista systems

Desktop/Helpdesk Support Engineer 9/2007 – 9/2008
Confidential Washington, DC

• Assisted users via phone and field support in a wide range of Windows/Macintosh computer issues.
• Installed, upgrade and maintain desktop and portable computer hardware, software, printers, and peripherals.
• Follow-up on status of problems that remain open past reporting deadlines
• Resolved as many inquiries and problems during first contact with client.
• Tracked and managed software licenses and assisted with deployment of security patches.
• Inventory and configuration of Workstations/Servers for company deployment.
• Tracked trends and recommend corrective actions. Ensured compliance with applicable security and property accountability requirements.
• Provided minor network cabling installations and modifications as required.
• Expertise in troubleshooting hardware and operating system related issues for Desktops and Laptops
• Excellent oral and written communication skills

Electronics Center/Information Technology Specialist 10/2005 – 9/2007
Confidential Hyattsville, MD

• Responsible for installation and troubleshooting hardware and software for users.
• Installed software, reformatted hard drives and reinstalled operating systems and inventory management.
• Upgraded and maintained center servers, printers, scanners and software as needed.
• Also served as a CSR/Computer Center Trainer by assisting in the development of individual members employable skills in the area of information systems and software (MS Office).
• Provided System and ticket tracking maintenance for inbound call center - Sr. Customer Service Trainer.

Executive Assistant/Investor Relations 8/2005 -10/2005 
Confidential Washington, DC

• Served as Executive Assistant responsible for management of executive calendar and coordination of travel plans for senior management staff.
• Generated correspondence for executive signature and resolution of issues as needed through ongoing contact with internal and external company officials.
• Handled corporate and personal confidential information with discretion.

• Windows 98/2000/ME/XP/Vista/Win. 7, MAC OS X 9 - 10.6, Windows 4.0/NT, Novell NetWare 4.11, UNIX/C, DOS 5.0/6.2, JCL for TSO/VTAM, MVS, JES2, CICS Database Languages: Oracle Financial-DBA, INFORMIX RDBMS, Multiplan FDBMS, and DBASEIII+, Internet (HTML), Active Directory

Software

• ACT, Access, Adobe CS3, Adobe Designer 7, PhotoShop, Noah (Assoc. Membership Database), MSProject, MSOffice 2003 - 2010, WordPerfect, Lotus SmartSuite, CaLANder, Paradox 5.0, QuarkXPress, AmiPro, Lotus 1-2-3 (Windows), DELTEK, (Accounting/Timesheet), Illustrator, MSPublisher, CorelDraw 7, Coral Photo Paint 7, Harvard Graphics, Picasa 7.0, PageMaker, PowerPoint, Astound 4.0 for Windows, Print Master Plus Graphics/Freelance, Visio, TransPro (Encode/Decode), Credent CMG, Symantec WDE, Lotus Notes, MSOutlook, GroupWise, Internet Explorer, FrontPage, Flash4, JAVA, Citrix Receiver, LogMeIn, DameWare, GoverLan v7, BMC Remedy, HEAT 8.4 Call log, Ghost Imaging, Blackberry Desktop Software

• Certificate in Mastering Adobe Photoshop
• Certificate in Office Automation Specialist
• Certificate in Military Procedures/CIS
• High school Diploma