DESKTOP SUPPORT SPECIALISTOver 15 years of progressive experience in the field of Information Technology, with a concentration in Desktop support, including 3 years managing technical personnel. Highly motivated, detailed-oriented, and professional with a positive attitude and a focus on excellence. Effectively prioritizes goals and performs under short deadlines to increase productivity without sacrificing quality. Provide technical support to staff and customers by responding and following-up on internal and external customer support problems. I have a very successful track record of troubleshooting complex computer problems. Strengths include the unique ability to adapt to new and changing environments by utilizing advanced management, and technical advancement.

TECHNICAL SKILLS
Remedy, Windows XP, Windows 7, MS Office Suite, Mac OS X,Laptop, Desktop, Mac, Printers, Networking

PROFESSIONAL EXPERIENCE

Confidential, Largo, MD 2007 - 2012
Held 4 jobs and promoted 3 times during 5-year tenure with this $6B global telecommunications and RF systems.

Confidential/Desktop Support, Level II 2010 - 2012
Supported assets and inventory management for a diverse set of Datacenter Operations, Network equipment and Office environment. Established and managed the policies, processes, and procedures for the HP Asset Management Tool. Reconciled all program assets against expected hardware list and Purchase Order (PO). Ensured proper tracking of assets for all seats to include – Data Center equipment, Laptops, Desktops, Printers & Copiers, Fax machines some licenses and maintenances agreements, throughout their lifecycles. Conducted quarterly audits against inventory and assets records. I worked closely with other team members within the organization and with the asset management group. I also have a complete understanding of technical principles, theories and concepts in the information technology field. I provided local Desktop Support via phone and/or in-person to users in the areas of standard Windows Desktop Hardware and Software applications.

• Instrumental in capturing the financial information about the hardware life cycle which aided the organization in making sound business decisions based on meaningful and measurable financial objectives

Confidential/Desktop Support, Level II 2009 - 2010 
Worked closely with the customer on a daily basis to solve challenging issues that included hardware, software, and some networking. Maintained disaster recovery procedures for off-site tape backup. Managed user Windows accounts via AD and managed users accounts on Portal, Linux and Oracle platforms. Installed PowerShoot on all servers throughout the remote data centers using the UPS software to monitor the battery backup. Participated in the Sanitization and Disposal of all secure computers and Laptops. Create and update Remedy Tickets for VoIP phone distributions. I also provided standard windows desktop support, both hardware and software.

• Received senior management recognition for achieving a 10-fold increase in the efficient sanitization and disposal of secure desktops and laptops

Desktop Support, Level II 2008 - 2009 
Coordinated and distributed over 400 VOIP phone through out the Field Data Collection Automation (FDCA) program. Highly motivated while provided desktop, network and phone support to users in the areas of e-mail, Windows XP, Microsoft office suite, various software applications, network printer installations and configuration, wireless routers installations and user account creation. Accept, track, and close helpdesk remedy tickets that were not able to be resolved at the Tier 1 level ensuring resolutions in a timely manner.

• Repairing, installation, configuration, and troubleshooting software and hardware on all the personal computers, laptops, some network and telecommunications equipment.

Help Desk Coordinator, Level I 2007 - 2008 
Assisted with the coordination and management of IT Help Desk support services for Tier II support. Troubleshoot and resolve problems, properly dispatching issues to the suitable support team. Act as liaison between the Tier I and Tier III support teams to ensure proper ticket management and resolution. Considered point person as the on-site Helpdesk Technician to resolve computer hardware, software, printer and network problems.

• Recognized by Upper Management as part of the team that created, implements and managed the Helpdesk Knowledge Database.

Confidential, Upper Marlboro, MD 2004 - 2007 Desktop Support, Level I 
Conceptualized and implemented a major computer upgrade of 30 work stations and the LAN infrastructure, replacing 97% of the existing hardware and software and accommodating wireless users, for this mid-sized church with 800 members. Worked closely with the IT committee chairperson to develop department budget, and managed the organization’s Audio Video equipment. Pulled all types of inside Cat 5 Ethernet cables, including coaxial and, telephone cables to accommodate computer systems, telephone systems and Audio Video equipment.

• Accomplished the installation and configuration of the operating system, network services, the workstations and the LAN one-month ahead of schedule and well below cost expectations.
• Received Board recognition for quality of work and superior service.

Confidential, Washington, DC 2001 - 2004 
Deputy Project Manager 
Interpreted management initiatives and client responsibilities. Advised Project Manager on operation strategies and provided expertise to best meet project Requirements. I performed complex responsibilities with considerable latitude. Assisted Project Manager with Profit & Loss statements and supported the business development plan. Coordinated new employee recruitment process, training, performance assessments, work assignments, salary, and recognition/disciplinary actions. Directed technical staff in support of users desktop, training, and email services.

• Received Senior Vice President, COO recognition for ensuring the MS Desktop Migration was carried out with the utmost professionalism and skills, which allowed the FCC to continue to perform at the highest expectations.
• Received written recognition from Senior Manager that details my strong dedication to group goals and purpose, and takes responsibility for actions within the boundaries of the assigned role.

Confidential, 2000 – 2001
Sr. Technical Specialist II 
Interpreted management initiatives and client responsibilities. Advised the Project Manager on operation strategies and provided expertise to best meet project requirements. Provided support in a manner that minimized interruptions in customers’ ability to carry out critical business activities. Worked closely with the network, developers, and security team to prevent recurring problems.

• Highly recommended by Management to resolve the most difficult customer support requests, those involving integration or configuration related issues

Confidential, Washington, DC 1998 –2000 
Sr. Network Administrator
Served as a point of contact for a large data network operation throughout the United States Postal Service (USPS). Provided ongoing desktop support to users on the Windows NT 4.0 and Windows 95 platforms. Worked closely with various operational teams requiring network and mail exchange implementation support. Ensured that all phases of support were properly coordinated, monitored, tracked and resolved appropriately.

• Recognized for being a key participant in the USPS Year 2000 implementation and ISO 9000 projects.

EDUCATION AND PROFESSIONAL DEVELOPMENT
B.A., Computer Information Systems and Science 
Certificate, Management Information Systems 
Asset Management Essentials ver. 9.0 
Updating from Microsoft Exchange 5.x to Exchange 2000
Updating Support Skills from MS Windows NT 4.0 to MS Windows 2000
ISO 9001:2000 BSI Surveillance Audit
Skill Path Excelling as a Highly Effective Team Leader