| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateCandidate's Name
Street Address Moonshine Hollow Apt DLaurel, MD Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLEACHIEVEMENTS, SKILLS, AND ABILITIESSixteen years experience in technical support and help deskSixteen years experience with Lenovo, Compaq, Dell, and HP desktopsSixteen years experience with Windows 95 to10 and Office 365Utilized SCCM in migrations to image laptops,transfer user profiles to new laptop and install softwareUtilized Active Directory to assign users and workstations to correct organizational units and reset passwords.Working knowledge with TCP/IP, DHCP, DNS, basic network switching, hardware supportPromoted from Tier I agent to Tier II callback agentProven desk side support skills provided to VIPs and top executivesProven ability in the use of Remedy, Track-it and Unicenter ticketing systems.Excellent interpersonal and communication skills, written and oralEducationITT Technical Institute, Lake Mary, FL (March, 2003)Associate of Computer Science Degree in Computer Network SystemsTECHNICAL QUALIFICATIONSOperating Systems: Windows 95/2000/ME/XP/7/10, 2003 ServerSoftware Applications: MS Office 2000-2016(Word, Excel, PowerPoint, Access), Office 365, System Center Configuration Management, Microsoft App-V, Lotus Notes, Norton Utilities, McAfee, Internet Explorer, Altiris, Ghost, PCAnywhere, system backups, batch file creation and batch strippingNetworking: LAN/WAN, TCP/IP, VPN, Frame Relay, DHCP, DNS, Active Directory, Cisco Routers, and Ethernet ServicesSalary Requirement: $55,000 to $60,000 per yearPROFESSIONAL EXPERIENCEEnd User Support SpecialistDesign Data-Gaithersburg, MD (7/2019-8/2019)Troubleshoot issues with Outlook 2013Reset users password in Active DirectoryAssisted user in gaining access to the VIPs mailbox in Office 365 Pro Plus with permissionRemoted into users workstations using the Kaseya remote access tool and LogMeIn Rescue.Setup soft tokens in the RSA Secure ID security tool.Assisted in setup OneDrive and Dropbox on workstations.Assisted users in setting up VPN accessJr. Desktop Support SpecialistConsumer Financial Protection Bureau- Washington, DC (5/2019-7/2019)[Company: Focused Management, Inc.]Inventoried all assets in conference roomsConfirm all assets user were assigned.Troubleshooted issues with printers and laptops.PC Replacement SpecialistArlington County- Arlington, VA (3/2018- 10/2018)[Company: CDI Corporation]Imaged laptops from serverSetup users achieve folder in Outlook 2016Successfully deployed new Dell laptops, desktops and tablets.Inventoried surplus laptops, desktops and tablets.IT Support SpecialistFederal Trade Commission- Washington, DC (1/2018-3/2018)[Company: CDI Corporation]Imaged laptops from serverSetup laptop for user's profile with SCCMSetup encryption on laptop with Symantec PGP encryption softwareSetup user's achieve folders in Outlook 2010 on new laptopsVerify users could logon after laptop was issued to the usersDocument replacement and old workstation shared spreadsheet.Have Public TrustDesktop Support SpecialistU.S Patent and Trademark Office-Alexandria, VA(4/2017-6/2017)[Company-Evolver/Hirestrategy]Responded to Remedy ticket dealing replacing user's laptops, mouse and monitor.Backup user's data using Avamar backup tool.Monitor group printers for paper jams and replaced toner when needed.Took inventory on paper supply for group printers.Jr. Support SpecialistU.S. Office of Special Counsel- Washington, DC (6/2016-9/2016)[Company-Robert Half Technology]Setup and monitor Skype conference meetingsRespond to trouble tickets through BMC Track-It ticketing system.Setup new employee workstations and phone.Assist in documenting location of all IT equipmentMonitor Helpdesk voicemail and email box for issues dealing with OSC website and internal issues.Remote into users laptop using remote tool LogMeIn rescue to resolve issues.Troubleshoot issues dealing Office 365IT Support SpecialistFederal Trade Commission- Washington, DC (4/2016-6/2016)[Company: CDI Corporation]Imaged laptops from serverSetup laptop for user's profile with SCCMSetup encryption on laptop with Symantec PGP encryption softwareSetup user's achieve folders in Outlook 2010 on new laptopsVerify users could logon after laptop was issued to the usersDocument replacement and old workstation shared spreadsheet.Have Public TrustHelp Desk TechnicianMine Safety and Health Administration (MSHA) - Arlington, VA (8/2015-10/2015)[Company: Datawiz/DMI]Successfully imaged laptops and desktopsResolved issues with Microsoft Outlook 2007Completed employee desktop moves.Resolved issues with HP and Xerox printers and copiers.Used Remedy to record user issues and resolutions.Have Public TrustService Desk TechnicianNation Labor Relations Board (NLRB) - Washington, DC (4/2015-6/2015)[Company: Sydazzle, Inc]Successfully deployed 300 Lenovo 450 laptops to usersUpgraded memory in Lenovo 440 laptopsResolved issues with Microsoft Outlook 2013Successfully imaged laptops and deployed to specified instructionsHave Public TrustIT Support Staff Level IIWorld Bank Washington, DC (1/2014-9/2014)[Company: Experis/Manpower Group]Reimage Lenovo laptops and desktopDeployed new laptop and desktop in ED7 Deployment ProjectInstalled approved software packages.Troubleshoot issues dealing with Office 365.Respond to Remedy ticket dealing with issues with Lotus Notes, Network connectivity, hardware, software and laptop loaner request.Used Active Directory to edit user accounts and workstations.Setup teleconferencing with WebEx, GoToMeeting, and PolycomUsed SCCM to locate, install software and troubleshoot issues with laptops and desktopsResolved issues with Virtual desktops and Hoteling workstationsField Service TechnicianPricewaterhouse Coopers- Washington, DC (11/2013-1/2014)[Company: Kforce Staffing]Reimage Lenovo laptopsResolved issues dealing with Lotus Notes.Responsible for running reports for HP printers, color and black and white.Assisted user with password reset.Installed approved software on user laptop when requested.Setup teleconferencingLAN Tier II TechnicianValue Options Arlington, VA (6/2013-6/2013) {Contract Location: Arlington, VA}[Company: Savera Works]Image Dell and Hewlett Packard laptops and desktop computers using Ghost imaging softwareSetup and configured web conferences using Microsoft Communicator.Responded and resolved tickets from internal users.Setup employee workstationsInstall required software on laptops and desktopsHelp Desk AgentEnvironmental Protection Agency (EPA) - Washington, DC (2/2013-3/2013) {Contract Location: Washington, DC} [Company: TEKsystems]Troubleshoot issues dealing with migration from Lotus Notes to Outlook 2007Troubleshoot issue dealing with Office 365Used Bomgar to remote into users workstation to guide user to resolve issues.Routed calls to Tier II for unresolved issues.Help Desk Agent Tier IIHewlett Packard/ Defense Manpower Data Center (DMDC) - Alexandria, VA (4/2010-12/2012) {Contact Location: Arlington, VA} [Company: Mir, Mitchell & Company, LLP.]Safeguarded personal information of service members, veterans, and their dependentsReview service member's, veteran's and dependents records for Identification Card issuanceTroubleshoot, remotely configure and install the HP Fargo 5000 Common Access Card(CAC) printer, HP Scanjet 3005, fingerprint reader, barcode reader and CAC card readerHelp active duty members with applying for Transfer of Educational Benefits (TEB)Reset passwords and suspended account for DMDC supported applicationsProvide assistance with Contractor Verification System(CVS)Provide support and assistance Real-Time Automated Personnel Identification System(Rapids)Utilize the CA Ticket system to document issues dealing the Rapids systems and other supported applicationsFollow up with users to resolve open issues with Rapids, eBenefits, CVS, and other supported applications.Have Public TrustHelp Desk Support TechnicianChildren's National Medical CenterWashington, DC (11/2009-12/2009) {Contract Location: Washington, DC} [Company: Robert Half Technology]Upgraded old Dell systems to HP wireless systems (thin clients)Tested new systems with the upgraded Thin Client softwareVerified that user could access hospital's intranetConfigured new systems using TCP/IPSetup and troubleshoot user's workstationsResponded to tickets submitted through Remedy solutions softwareHelp Desk Support TechnicianNational Institutes of Health (NIH)--Bethesda, MD (9/2009-10/2009) {Contract Location: Bethesda, MD}[Companies: Robert Half Technology/Digicon]Upgraded and installed HP and Xerox printersConfigured printers by assigning correct IP addressVerified users could connect and print to printersWorked with network engineers to solve network and driver issuesResponded to any tickets dealing with printer upgrades (Live Link)Completed security policy trainingIndependent IT ContractorNative Staffing--Hampstead, MD (4/2009-5/2009) {Contract Locations: Valdosta, GA & Thomasville, GA} [Companies: First State Bank and Trust, Commercial Bank and FNC Dialysis]Upgraded, configured and installed printers to client's instructionsUsed TCP/IP protocols to join printers to the networkInstalled printer drivers to the workstationsTrained users to use printer functionsIndependent IT ContractorKforce Staffing--Tampa, FL (9/2008-10/2008) {Contract Location: Valdosta, GA}[Company: A.G. Edwards]Upgraded and installed computers and server and rejoined the workstations to the domainRewired the server to the switches, Cisco router and the workstationsUsed TCP/IP protocol to join workstations and server to the networkVerified with users that all applications worked properlyUpgraded and installed backup power supplyIndependent IT ContractorGo2IT Group--Lorain, OH (9/2008-10/2008) {Contract Location: Lake Park, GA}[Company: Hampton Inn]Upgraded and installed computers and server and rejoined the workstations to the domainUsed TCP/IP protocols to join workstations and server to the networkVerified with users that all applications worked properlyTrained users to change backup tapeUpgraded and installed backup power supply |
