SUMMARY

• Always provide great understanding and user satisfaction to my best ability.
• Help users get acclimated with their equipment and the problem for the best results.
• Organized and very excellent with managing time, people and any task in front of me.

PROFESSIONAL EXPERIENCE

Confidential

Desk Side Technician

Responsibilities:

• Provided training and support to, end users on equipment and software operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user network hardware, peripheral devices.
• Printing/scanning devices, presentation equipment, and other products.
• Used the WDS and MDT sever to image desktops and laptops.

Confidential

Field Technician / Help Desk Technician 2

Responsibilities:

• Responsible for traveling in and out of state supporting different office for the Agency.
• Installs and supports Audio and Video conference calls internal and external.
• Acts as an admin for SharePoint, Exchange and, Azure, VMWare.
• Identify and help download VMware to user’s computer for access.
• Global Admin for the agency O365 environment, rolled out TEAMS as a VIOP solution.
• Assisted with rolling out SharePoint and One Drive to replace the on prem file server.
• Identified and delivered required hardware and software services in a timely fashion.
• Provided training and support to, end users on equipment and software operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user network hardware, peripheral devices.
• Printing/scanning devices, presentation equipment, and other products.
• Maintain up - to-date knowledge of hardware and equipment contracts.
• Used the WVD and MDT sever to image desktops and laptops.
• Use Service Manager Ticketing System for different computer problems and request.

Confidential

Field Technician

Responsibilities:

• Responsible for traveling in and out of state supporting 26 branches of the credit union.
• Installs and supports Audio and Video conference calls internal and external.
• Reports directly to the Vice President and Assistant Vice President.
• Evaluated, documented, and analyzed trends for ways to prevent repeated future problems.
• Researching and Implementing Office 365 companywide.
• Identified and delivered required hardware and software services in a timely fashion.
• Provided training and support to, end users on equipment and software operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user network hardware, peripheral devices.
• Printing/scanning devices, presentation equipment, and other products.
• Used the WDS and MDT sever to image desktops and laptops.

Confidential

IT Analysts

Responsibilities:

• IT professional who specializes in analyzing, designing and implementing information systems.
• Assess the suitability of information systems in their intended outcomes and liaise with end users.
• Design techniques to solve business problems using information technology.
• Set Company tags for the product (Bios, Set Asset tag,).
• Hardware and software Quality Check.
• Replace any faulty parts if needed re-image computers from the network.
• Trouble shoot scanners and printing devices for usage and presentation.

Confidential

IT Analyst / Help Desk Support 2

Responsibilities:

• Supported 8,000 new users on technical issues related to hardware, applications, and systems.
• Received 30-40inbound calls for Tier 1 Support for 5 new hospitals that implemented a new EHR (Electronic Health System) for EPIC along with the previous too.
• Answer inbound calls pertaining to “How To” instructions for EPIC system.
• Work with end users on understanding technical issues via phone to document and escalate within Service Now ticketing system.
• Give employees access to different programs via Active Directory for profile or Microsoft Admin for the suite
• Proficient in Alteris for program push for employee use.
• Assist users that are experiencing problems with remote access from their PCs at home by providing technical support and working with Symantec PGP.
• Act as an admin for SharePoint, Exchange, Azure, VMWare.
• Identify and help download VMware to user’s computer for access.

Confidential, Atlanta, GA

Geek Squad Consultant

Responsibilities:

• Assist customers with computer problems, concerns, needs and also help with any other technical products.
• Change different components on a computer if it is economical.
• Add and uninstall different programs, replace with new.
• Troubleshoot all PCs that any customer brings Microsoft or Apple.
• Software and Hardware analysts for cell phones for any carrier or manufacture.

Confidential, Atlanta, GA

Computer Tech Support

Responsibilities:

• Installed and troubleshot hardware and software to ensure all computers were up to date and up to speed.
• Established and maintained user accounts, profiles, file sharing, access, privileges and security.
• Performed daily server tape backups to guarantee no pertinent information was lost during a crash.
• Provide technical support safeguarding computers from viruses, malware etc. for end users at all levels.
• Responsible for the maintenance of exterior and interior PC as well as support for programs.
• Responsible for network maintenance for student’s staff and faculty.
• Provide support and training for software applications.
• Clone computers from the network or from a hard drive to another.
• Briefly engage in trouble shooting and learning Avaya phones for usage and building extensions.

Confidential, Atlanta, GA

IT Support

Responsibilities:

• Responsible for troubleshooting computer pieces by going through the different inner parts of the unit to assure that all equipment worked properly for the customer.
• Re-image computers for either hard drive or computer swap.
• Replace any faulty hardware that's economical for the particular PC or Laptop.
• Lotus Notes is an enterprise email client that integrates messaging, business applications and social collaboration.
• Manage other contractors being dispatched for other field work along with myself.