Desktop Support Technician

Solution-focused professional with over 10 years of experience providing rapid and client-focused technical support to over 1500 users. Demonstrated capacity to identify root causes and direct users to lasting resolutions. Adept at articulating complex technical concepts to users of varying technical understanding. Well versed in a variety of common operating systems, applications and hardware with proven ability to master new tools and technologies quickly. Outstanding interpersonal skills illustrated by multiple service awards.

AREAS OF EXPERTISE:

• Troubleshooting Issue Resolution
• Root Cause Analysts
• System Implementation
• End-user Support Training
• Rapid Ticket Response Times
• Detailed Documentation

Technical Proficiencies:

Education:

Certificate for Programming Accounting CNA Course Certificate of Achievement MCSE Course Certificate of Achievement Knowlogy MS2151 Microsoft Windows 2000 Network Operating System Essentials MS2152 - Supporting Microsoft Windows 2000 Professional Server

Certifications: Microsoft Certified Professional ( MCP 70-210 ), Windows 2000 Professional Platforms: Windows Vista, XP, 2000, NT 4.0, 95 98. Hardware: Dell / HP / Gateway / Toshiba desktops and laptops, printers, scanners, digital projectors, blackberrys, Cisco VOIP telephones Applications: Microsoft Office 2007, 2003 and 2000, Blackberry Desktop Manager, Adobe Acrobat 8 Standard and Pro, HEAT, Remedy, SAS Statistical, Norton /McAfee Anti-virus, Symantec Ghost, Cisco desktop client, MS Internet Explorer, Mozilla Firefox, FOIA Express, ScanGear, Security Clearance: 6C public trust

Professional Experience

Confidential Fairfax, Va 22031 November 2007 August 2011 Desktop Support Technician Client: U.S. Department of Education Security Clearance: 6C public trust

Provide technical support for over 1500 users and ensure proper maintenance of workstations, printers and peripherals. Respond to user service request and expediently resolve trouble tickets to maximize system uptime. Deploy new workstations and printers, installing Microsoft Vista operating system, Microsoft Office 2007 applications, drivers and configuring network properties and hardware. Using Active Directory to setup new user profiles and network drive mappings. Installing and configuring Blackberry devices, testing data and voice connections.

Confidential Washington, DC 20024 June 2005 November 2007 Desktop Support Specialist Client: U.S. Department of Education Security Clearance: 5C public trust

• Responsible for maintaining, repairing, upgrading desktop and laptop computers. Supported over 1500 users to resolve software and hardware issues at the desktop level using Remedy ticketing software. Deploy new workstations and laptops using Ghost Imaging software to load a standard image. Installed Microsoft Office 2003 applications, drivers and configured network properties to connect the computer to the domain. Setup user profile and Outlook 2003 Email account with access to network shares approved by management. Install and configure Blackberry devices, testing for data and voice connections. Serviced various network HP printers, scanners and copiers to ensure optimal uptime. Skilled in the following software applications: Microsoft Office 97, Microsoft Office 2000 Professional, Microsoft Office Professional for XP, Norton System Works 2001/2002 and Norton System Works 2002 for XP.

Confidential - McLean, Va. January 2001 June 2005 System Analyst Client: U.S. Department of Education Security Clearance: 5C public trust

Providing customer support for over 1500 users to resolve software and hardware issues at the desktop level using Heat ticketing software. Maintained, repaired and upgraded existing workstations to ensure maximum life cycle. Deploy new workstations and laptops using Ghost Imaging software to load a standard image. Setup user profile and Outlook 2003 Email account with access to network shares approved by management. Install and configure Blackberry devices, testing for data and voice connections. Serviced various network HP printers, scanners and copiers to ensure optimal uptime.

Confidential - Rockville, Md. October 2000 January 2001 Support Analyst Client: U.S. Department of Education Security Clearance: 5C public trust

Support the operating system upgrade from Windows 95\98 to Windows 2000. Migrated clients data, software applications and settings to comply with management requirements. Provide customer support for various software and hardware issues resulting from the Windows 2000 migration. Deploy new workstations with standard image using Ghost Imaging software located on network server. Install and configure Microsoft Office 2000 applications according to account request forms approved by management.

Confidential - Alexandria, Va. March 2000 September 2000 Support Technician

Provided research support for IT proposals and contracts. Built custom computers per clients specifications and requirements.

Confidential Centreville, Va. June 1999 February 2000 Desktop Support Technician Client: Milbank, Tweed

Provided desktop and helpdesk support for 150 users. Maintain software / hardware upgrades on workstations and laptops.

Confidential McLean, Va. August 1998 March 1999 Technical Support Specialist Client: USDA, Office of Communication

Provide support to deploy new Optia desktop systems including client data transfer. Rebuild and upgrade existing systems for redeployment.

Confidential Rockville, Md. April 1998 August 1998 Technical Support Technician Client: Lockheed Martin Corp.

Support data migration and file transfer from MAC 7100 systems to New Dell desktops scheduled to be deployed. Installed Office 97, Lotus Notes and various other software complying with client specifications. Verifying connectivity to the desktops and adding the systems to the domain.

Confidential Dunn Lorring, Va. April 1998 April 1998 Technical Support Technician Client: IBM Amtrak

Support configuration and deployment of new Gateway workstations. Install approved software and tested per client instruction. Setup new workstations, verified LAN connectivity and mapped local printers.

Confidential Dunn Lorring, Va. February 1998 April 1998 Technical Support Technician Client: MCI System House

Support data migration and file transfer from IBM 760 laptops to existing Compaq 7350 desktops. Setup user profiles and verified data transfer was completed with the client.

Confidential Washington, DC September 1997 November 1997 Technical Support Technician

Provide desktop support for 300 users in the main office and several satellite offices. Upgrade existing computers with new hard drives and memory for redeployment.

Awards:

2002 Government Customer Service Award 2004 - Gartner Report Award for Customer Satisfaction

References: Available upon request.