SUMMARY:

• Learned Multiple techniques for troubleshooting including proper use of the Registry, Safe - Mode, CD Rom Drive Repairs, as well as installation and configuration of DOS, NT,98, Windows 2000 Professional, and Windows XP, Windows Vista, Windows 7, Remedy Ticketing Program, UNIX Password Admin, Mainframe Password Admin Servers, Telnet Servers, Hardware Upgrades Such as Hard drive and Internal component installation
• OS Reinstalls, Partition Recovery, Strong understanding of networking fundamentals and security.
• Proper understanding of NTFS and SHARE permissions, Understanding of how to setup security Groups, Firewall Port setup also system security.

TECHNICAL SKILLS:

Systems: DOS, UNIX, Windows, IOS, Cisco Routers and Switches

Software: MS Office, PowerPoint, Excel, Remedy, Oracle, Mainframe, Oracle10g, and Password Admin Portal Clients

PROFESSIONAL EXPERIENCE:

Confidential

Avenger System Repairer

Responsibilities:

• Worked extensively on the Military Anti-Aircraft Vehicle Also Repaired Missile System, and other electronic and computer components on the system.
• Drove and operated vehicle in order to keep it in the highest maintenance.
• Repaired special Windows operating system that controlled the vehicles movement and Heat Seeking Guidance System. Repaired All Electrical and Mechanical Devices on Vehicle.

Confidential

Senior Field Support Technician

Responsibilities:

• Provide deskside/remote assistance, Deploy Dell desktop/laptop computers & Apple iPads/iPhones, Perform Tech Refresh and both manual software installation/configuration via LANDesk & wireless configuration, imaging, data migration, troubleshooting, break-fix and end user training, Working with Microsoft Windows 7/10, Microsoft Office 2010/2013

Confidential, Virginia Beach, VA

Senior Analyst

Responsibilities:

• Provide deskside/remote assistance to Anthem employees via Enterprise ticketing system.
• Deploy HP & Dell desktop/laptop computers & Apple iPads/iPhones. Perform Tech Refresh and both manual software installation/configuration via Microsoft SCCM, also provide VPN & wireless configuration.
• Perform computer imaging, data migration, PC & peripheral hardware relocation. Provide troubleshooting, break-fix and end user training.
• Working with Microsoft Windows 7/10, Microsoft Office 2010/2013, Skype for Business and a host of other software packages related to the Medical Insurance industry. Other supported technologies include, Citrix, Facets, Maces, Compass and Right Fax.
• Write Knowledge Base articles for Help Desk Associates.
• Furthermore, dispose of old computer equipment utilizing approved recycling vendor, and provide support for special projects and perform asset management .

Confidential

Field Installation Technician

Responsibilities:

• Responsibilities in this position is to install new cable and internet services for Cox cable customers job duties include Running new cable drops from mid-span and telephone poles, creating new demarks on new construction, checking signal strength to ensure no kinks in cable or bad splitters
• Drilling and installing new wall jacks
• Cable fishing, Set top box configuration and activation with servers, Whole home DVR installation and filter Setup

Confidential, Virginia Beach, VA

Remote Technical Support

Responsibilities:

• This position consists of Remote Technical Support through VPN connection.
• We support customers through Verizon Internet service with issues that are out of scope for tier 1 techs
• Ex: Break fix resolution such as Malware issues, Program Errors, Printer Troubleshooting, Port forwarding
• Outlook Setups and other software related issues in regards to windows computers. We also work with some Mac s
• But are very limited in what we support and what OSX there on. I work on multiple cases at once when fixing
• Issues for customers and document and log each case worked typically handling 2 to 3 sessions at once.

Confidential, Virginia Beach, VA

Helpdesk Tech

Responsibilities:

• Retention’s Representative assisting with retaining customers who are dissatisfied with their service by employing save options given by Verizon wireless to try and resolve any problems the customer might not have had resolved
• Technical support as far as setting up lines changing mobile numbers, updating the caller ID system, checking communications with the towers to ensure proper alignment to avoid service interruptions
• Checking internal programming to make sure phone is communicating properly, updating towers list in side phones and Air Card devices as well as setting up air card devices on multiple Operating systems.

Confidential, Virginia Beach, VA

Helpdesk Tech / Retentions

Responsibilities:

• Cleared Customers from towers when their phone got hung in the system, checked internal programming to ensure phone is setup properly, checked proprietary systems to ensure customers were in line with the network towers in order to communicate
• Assisted with billing issues so customer could understand there bill or get crediting for any errors that might have occurred.

Confidential, Wilkesboro, NC

Helpdesk Tech / Intern

Responsibilities:

• Password Admin for Lowes Contractors and Employees Using Programs Such as: Remedy Ticketing Software, UNIX, Mainframe, Oracle10g, and Password Admin Portal Clients