OBJECTIVE:

To obtain a position in the IT Field that focus on excellence in technical and customer support, to ensure a successful and comfortable work environment.

EXPERIENCE:

, Confidential, New York, NY

Temp Customer Support Specialist

• First point of contact for all hardware and software related issues.
• Answer, evaluate, and prioritize incoming telephone, voice mail, and e - mail requests for assistance from users experiencing problems.
• Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to appropriate departments.
• Microsoft Outlook 2010 support of Profile/Account creation, enabling Cache exchange mode and Disabled items, Calendar support and Permissions/Delegate access.
• Installation of Templates and Addins within Office
• Assisted with Checking in/Check out documents, profile creation, unlocking documents, editing document security and integration support within Office 2010.
• Support for offsite users with VPN connection, Terminal Server and Citrix.
• Generating Redline documents, comparisons in track changes, emailing comparisons, converting redlines to pdf format and removal or metadata within DeltaView Desksite.
• Replacement of corrupted normal.dot files.
• Filesite installation and support. Assisted with adding and searching documents and emails in filesite.
• Blackberry PDA, Iphone, IPad and Android support.
• Docs Open document security and profile creations. Assisted users with locating old documents and importing them from Docs Open to Imanage.
• Formatted paragraphs and modified and applied styles to users presentations and documents in Office

, Confidential, Washington DC

Technology Support Analyst

• Help Desk and Desktop Support for entire DC Office
• Formatted paragraphs and modified and applied styles to users presentations and documents in Office
• Assisted with creation of Tables, formatting tables and Headers within tables, Headers and Footers, Track Changes, Footnotes/endnotes and paginations, bullets and numberings and TOC’s.
• Supported users with Converting Office documents to PDF formats and Tiff files.
• Replacement of corrupted normal.dot files.
• Installation of Templates and Addins within Office
• Microsoft Outlook support of Profile/Account creation, enabling Cache exchange mode and Disabled items, Calendar support and Permissions/Delegate access.
• Supported printing issues within Office ranging from printer installations, Duplex printing, binding and printer options.
• Assisted with Checking in/Check out documents, profile creation, unlocking documents, editing document security and integration support within Office .
• Generating Redline documents, comparisons in track changes, emailing comparisons, converting redlines to pdf format and removal or metadata within DeltaView Desksite.
• Copied pdf’s and Office files to CD or DVD for court filings.
• Assisted with account administration unlocks, password resets Group policies and Distribution Lists
• Xerox and HP Printer Support Installation and Maintenance of network printers
• Office Set ups and moves.
• Imaged new IBM T420’s and reimaged damaged workstations and notebooks
• Blackberry PDA Support
• Support for offsite users with VPN connection, Terminal Server and Citrix.

, Confidential, Baltimore MD

Telephone Technical Support Representative

• Tier I Resolution: Goal of 80% First Contact Resolution (FCR)
• First level support of all enterprise applications
• Service Desk email requests
• Logging/tracking of all service requests received
• User ID Request Forms
• Account creation/update
• Permissions to existing shares
• Group membership
• Maintained inventory of all IT hardware.

, Confidential, Washington, DC

Desktop Support Analyst (Part-Time Contractor)

• Provide technical support to employees to resolve IT issues as they arise.
• Troubleshoot end-user software and hardware problems in a Windows XP environment.
• Identify, research, and resolve technical problems.
• Respond to telephone and email requests for technical support.
• Install and configure workstation software.
• Image, configure, and deploy Dell desktops and laptops.

07/ /2008, Confidential, Baltimore MD

Desktop Support Analyst (Contractor)

• First point of contact for all hardware and software related issues.
• Troubleshoot and install software, hardware and peripherals at the desktop level.
• Train CBL users on software applications such as Microsoft Office 2007 and Microsoft Vista.
• Set up and configured audio/video equipment for teleconferences, video conferences and meetings and troubleshoot as issues arise.
• Daily checks of all network printers for maintenance needs, toner replacement and ordered printer equipment.
• Formatting, upgrades, software installations, hardware installation and wireless troubleshooting for all IBM Thinkpad laptops.
• Active Directory password resets and account unlocks.
• Setup workstation equipment in offices and work spaces.
• Assisted with toning and punching network cables in offices for telephone and data use.
• Assisted guest with VPN troubleshooting.
• Remote Access when needed to assist with software installations on users computers.
• Partnered with printer vendors for support of HP, Lexmark and Xerox printers.
• OS clean up (Disk Defrag, Disk Clean Up ect)
• CD/DVD creation and copying of data and backups.
• Imaging laptops and desktops.

04/, Confidential, Rockville MD

Help Desk Representative (Contractor)

• Approved Federal agencies application registration for newly created software SETINEL.
• Evaluated and approve/rejected user registration for access to the SETINEL software.

, Confidential, Washington DC

Help Desk Analyst (Contractor)

• Responded to user’s calls, emails, voicemails and other contacts to the Help Desk and resolve users problems over the phone.
• Used Funds Call Tracking system to document activities, record service requests from Fund staff, review service histories as a part of each trouble-shooting task and documented resolutions of service calls.
• Processed Remedy Open Case Macro on hourly intervals to ensure timely workflow in accordance with Total Case Ownership and maintenance.
• Provided Follow up status to Fund end-users and support partners in accordance with specified support policies and procedures.
• Active directory password resets, account unlocks, user/group creations.

, Confidential, Washington, DC

Help Desk Analyst/Desktop Support (Contractor)

• Answer, evaluate, and prioritize incoming telephone, voice mail, and e-mail requests for assistance from users experiencing problems with hardware, software, networking, and other computer related issues.
• Password resets in Active Directory and user setups.
• Assembled and setup computer components in various offices
• Logged all End User calls, voice mails and emails into Remedy Tracking System
• Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to appropriate departments.

, Confidential, Baltimore, Maryland

Help Desk Analyst (Contractor)

• Answer, evaluate, and prioritize incoming telephone, voice mail, and e-mail requests for assistance from users experiencing problems with hardware, software, networking, and other computer related issues.
• Microsoft XP and MAC OS X support. .
• Logged all End User calls, voice mails and emails into Heat Tracking System.
• A/V Equipment setup, configuration and support.
• Password resets in Active Directory and user setups.
• MS Office, Internet Explorer and Fire fox support.
• Reset passwords in Campus wide databases and login support.
• Troubleshoot Remote Access connections (VPN and Dial-Up)
• Troubleshoot various printer issues on the campus network.
• Webpage creation and support in Microsoft Front Page 2003.

, Confidential, Washington, DC

User Support Analyst (Contractor)

• 100% Phone Support:
• Answer, evaluate, and prioritize incoming telephone, voice mail, and e-mail requests for assistance from users experiencing problems with hardware, software, networking, and other computer related issues.
• Log and track all calls using problem management database, and maintain history records and related problem documentation.
• Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to appropriate departments.
• Blackberry configurations, setup, software installations, device resets and etc.
• Support to over 1000 firm employee’s world wide and respond to all incidents in a timely, courteous, and efficient manner.
• Troubleshoot Remote Access connections (VPN, Citrix, Dial-Up etc).
• Active Directory password resets, account unlocks, user/group creation.

, Confidential, Greenbelt, Maryland

Technical Support Analyst (Contractor)

• Logged all End User calls, voice mails and emails into Remedy Tracking System
• Troubleshoot network and local printer issues such as connectivity, print hardware failure and configurations.
• Installed local printers to various workstations via Net Meeting or Remote Desktop Connection.
• Contacted vendors for assistance with replacement hardware for printers.
• Configured Local port and TCP/IP port settings.

, Confidential, Washington, DC

IT/Help Desk Analyst

• Maintained Network printers and copiers replaced toner's, drum kits etc.
• Assembled and setup computer components in various offices
• Reviewed daily work tasks for hardware and printer problems
• Answered switchboard calls and assisted with various Help Desk related issues such as Web and Office Suite applications or directed to next level personnel for immediate assistance
• Responsible for basic workstation configurations, installations and moves

SKILLS:

Microsoft Office, Group Wise mail system. Remote Access Utilities, MAC OSX, Microsoft 98-2010, Microsoft Office Communicator, Interwoven Desksite, Workshare Comparison, Filesite, Skype, Network Printing, Imanage, Delta View, Interaction, Time and Attendance, Blackberry/Iphone Support, Cisco Phones,, Carpe Diem, Norton Ghost, VPN, McAfee Antivirus, Symantic Antivirus.