HIGHLIGHTS:

• 14 years in a help desk or call center environment supporting Windows based personal computers, Apple products (iPhone and iPads), Blackberry smart phones, and software applications both remotely and desk side.
• Hands on experience working with Windows 7 and XP, Server 2003/2008, MS Office 2007/2010, Active Directory, Exchange, backup and recovery, virus utilities, VPN, etc.
• Excellent customer service skills with very strong written and verbal communication skills
• 5 years of dedicated VIP user support

TECHNICAL SKILLS:

• Linux Red Hat 9.0, SQL Server, Visio, CCNA
• Windows NT 4.0/2000/2003 Server, Windows 98,2000,XP Professional
• Active Directory, Visual Basic on the basic level, Network Management
• Microsoft Office 2000/XP/2003/2007
• Hardware and software installation
• Printer, laptop and desktop troubleshooting and repair
• Technical support
• Imaging and data migration
• Skilled in troubleshooting, diagnostics, and developing preventive maintenance programs associated with personal computers
• Customer Service Oriented via diagnosing and recovering failed systems to limit user community downtime
• Manage and monitor Exchange Active Directory (AD) Accounts, Send/Receive Mail Accounts
• AKO CAC reader support; provides technical support to users requiring information, assistance, and training in the application of the infrastructure environment

EXPERIENCE:

Confidential, Virginia

Computer Tech Support Analyst

Responsibilities:

• Created user accounts in Active Directory for access to the HQDA network, set permissions, verified IA Training had been complete, and CAC provisioning.
• Installed new desktops, laptops, mobile handheld devices, and peripheral devices in accordance with the HQDA's lifecycle replacement schedule
• Migrated user data and software from legacy devices to newly installed hardware.
• Troubleshoot problems encountered using microcomputer software
• Performed hardware/software testing and provide detailed technical write - ups to assist with future installations
• Provided limited one-on-one desk side training for customers requiring assistance on standard software applications and/or IT equipment
• Ensured technical safeguards are maintained to provide controlled user access, integrity of electronic mail, applications and user data
• Provided remote access to local and remote End Users via VPN. I was also responsible for managing a gamut of activities associated with end user accounts (create, update, delete) at group level access as well as troubleshooting/resolving network conflicts and providing on-call technical assistance
• Utilized various tools to administer, monitor, support, manage and migrate the infrastructure environment in addition to the associated external devices (i.e. Blackberry Enterprise Server and Blackberry handheld personal electronic devices)
• Assisted customer with Citrix and VPN remote desk issues
• Provided top notch technical support to VIP customers on the HQDA network.
• ITSM BMC Remedy ticketing system used for customer tracking and MSTSC and DameWare used for remote desktop connection
• Participated in system testing to support implementation of new software into the existing platforms. Ability to negotiate and research solutions to problems when presented. Brief daily activity verbally or via email to upper level management

Confidential, Landover, Maryland

Computer Tech Support Analyst

• Responsible for the Desktop Support and Technical Field Support. Provided on-site hardware and software support for the AFPCA computer systems, peripherals, and printing devices
• Installed, configured and troubleshooter on various software and hardware. Maintained servers and local Microsoft Windows systems
• Responsible for re-imaging machines, installing systems, and creating user accounts 
• Monitored Remedy queue for new call tickets, administered Windows XP and Vista accounts 
• Troubleshooter on network connectivity issues on workstations and laptops
• Performed services to include file servers, blackberry users, LAN/WAN, active directory, and exchange accounts
• Monitored, supported, and maintained the AFPCA Print queue by deleting and adding new printers and print drivers as needed

Confidential, Richmond, Virginia

Senior Technician /Desktop Support

• System administration on a Windows 2000 server based LAN supporting Windows XP on laptops and desktops, MS Office 2003, with Internet Explorer as the standard browser.
• Provided user desktop technical support
• Provided customer service for all computer problems and situations as Desktop Field Support. Installed and implemented connectivity and high-end systems products
• Participated in the configuration and support of internal systems, Assisted in the demand creation of network services, and Performed basic repair of desktop and laptop PC’s
• Demonstrated excellent customer service and customer interaction
• Configured client to Outlook 2003 and Microsoft Exchange Server
• Deployed newly configured laptops/PC to the end-users at designated location
• Responded to level 1 & 2 helpdesk calls, Performed moves, adds and changes, and Monitored a calendar of events to know when to set up for video conferences
• Assisted and installed all audio/visual conference setups via ISDN or IP connection. Also assisted in the installation of the IP phone system

Confidential, Norwalk, Connecticut

Technician II/Desktop Support

• System /network administration on a Windows 2000 server based LAN supporting Windows 2000/XP on laptops, MS Office 2000/2003, with Internet Explorer as the standard browser. Provide user desktop technical support
• Provided customer service for all computer problems and situations as Desktop Field Support. Installed and implemented connectivity and high-end systems products
• Participated in the configuration and support of internal systems, Assisted in the demand creation of network services, and Performed basic repair of desktop and laptop PC’s
• Demonstrated excellent customer service and customer interaction
• Installed company image and configured laptops/PC for the new hire employees using Symantec Ghost, Installed and configured Citrix and VPN Client, and Configured client to Outlook 2003 and Microsoft Exchange Server
• Deployed newly configured laptops/PC to the POC at designated location

Confidential, Virginia

PC Technician/Desktop field support

• System /network administration on a Windows NT server based LAN supporting Windows 98/2000 on desktops, MS Office 2000, with Netscape as the standard browser. Provide user desktop technical support
• Performed quality assurance checks on all Systems Deployed and provide Desktop Support, Conducted user orientation, instruct users on the operations of their new computers applications and new operating procedures
• Created an EAMS ticket order through Remedy ARS and followed it up accordingly
• Provided customer service for all computer problems and situations as Desktop Field Support, Trouble shot on various computers, peripherals, software and applications. Installed government approved software
• Configured users email address through Microsoft Exchange Server and Re-imaged hard drives
• Installed and configured of palm pilots, Iomega zip Drive, Local and Network Printers

Desktop Support Technician

Confidential, Arlington, Virginia

• Pc deployment
• Configured local and network printers
• Set-up and configured email accounts using outlook
• Installed and configured blackberry’s for end users

Confidential, Fredericksburg, Virginia

Computer Technician

• Repaired desktop and laptop computers
• Tested individual parts, CD-ROM drives, floppy drives, hard drives, and many other components
• Repaired system boards, replacing and re-soldering fuse’s and AC jacks.
• Installed, trouble shot, and repaired floppy disk drives, hard and CD-ROM drives, power supplies, CPUs, soundcards, video cards, RAM, monitors and printers
• Technical support
• Printer repair
• Installed and configured anti-virus programs
• Re-imaged and data migration
• Troubleshooted outlook express for connectivity to mail servers
• Warranty returns by obtaining RMA numbers from venders