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Candidate's Name , SrMobile: PHONE NUMBER AVAILABLEEMAIL AVAILABLEProfessional Experience:Infosys/BCBSA, Washington, DCNovember 2021  PresentPosition: Desktop Support Technician 2Monitor and resolve all assigned trouble tickets through to closureImage, deploy, troubleshoot, patch and fix desktops, mobile devices, and laptopsProvide and maintain inventory on loaner laptops and mobile devices for domestic and international travelIT lead for conference center client and non-client meetings, coordinated and documented technical requirements for all such meetingsInstall and configure applications software and related software (such as desktop, servers and related peripherals, printers, drivers, monitors and video teleconferencing hardware)Set up audio video meetings in Teams, Telegram, Zoom, and inter-office meetingsUS Census Bureau Headquarters, Hillcrest Heights, MDDecember 2020  October 2021Position: IT Tier 2 Help DeskWork with Active Directory to create and disable accountsProvided Tier 2 desk-side support to over 1000 usersMonitored outages using Cisco FinesseRenamed remote computers with PowerShellProvided remote customer and technician support using Beyond Trust Remote Support (Bomgar)Collaborated with other support centers and business units to provide seamless problem resolutionPerformed daily system monitoring, verify the integrity and availability of hardware, server resources, and system disruption awareness and predefined key processesGreenstein DeLorme and Luchs PC, Washington, DCDecember 2018  December 2020Position: IT Tier 2 Help DeskProvided technical expertise and management oversight in the installation, administration, optimization and operations of multiple large and complex networks and information systemsInstalled and configure applications software and related software (such as desktop, servers and related peripherals, printers, drivers, monitors and video teleconferencing hardware)Setup and break down technical aspects of client meetings in the conference centerRe-imaged workstations using System Center Configuration Manager (SCCM)Built local user profilesProvided desktop end-user support to troubleshoot hardware/software issues and took appropriate action to resolve issues ensuring data and system integrityWork with Active Directory to create and disable accountEntered service requests and incidents into ManageEngine Services Desk ticket systemProvided support for Blackberry Enterprise Server, UEM and troubleshoot devicesProvided troubleshooting and resolution for iManage, inTapp Time and AdobeHands on experience with Bighand Digital Dictation and Litera ChangeProMaintained loaner equipment usage and availability (laptops, projectors, portable screens and presentation clickers)Human Solutions INC., Division of Oasis Systems, Washington, DCJune 2017  December 2018Position: IT Help Desk AdministratorInstalled and configured applications software and related software (such as desktop, servers and related peripherals, printers, drivers, monitors and video teleconferencing hardware)Setup and broke down technical aspects of client meetings in the conference centerRe-imaged workstations using System Center Configuration Manager (SCCM)Built local user profilesParticipated in supporting end-users and client meetings during off hours as requestedHandled 30+ calls per dayInstalled, configured and support Microsoft Office suite and email for end usersProvided desktop end-user support to troubleshoot hardware/software issues and took appropriate action to resolve issues ensuring data and system integrityEntered service requests and incidents into ticket systemCreated user accounts in Active DirectoryProvided technical expertise and management oversight in the installation, administration, optimization and operations of multiple large and complex networks and information systemsMaintained loaner equipment usage and availability (laptops, projectors, portable screens and presentation clickers)Baker & McKenzie LLP, Washington, DCSeptember 2014  June 2017Position: Help Desk  IT Technician AV & Conference AdministratorProvided desktop end-user support to troubleshoot hardware/software issues and took appropriate action to resolve issues ensuring data and system integrityProvided remote end-user support to troubleshoot hardware/software/connectivity issuesResponded to e-mail, voice mail, in-person and phone requestsEntered service requests and incidents into ticket systemCommunicated progress with end-usersPerformed desktop software installationUtilized Remote Computing (vmware and VPN) to educate users remotely on software application use and knowledgeProvided project support to other team personnelIT lead for conference center client and non-client meetings, coordinated and documented technical requirements for all such meetingsSetup and broke down technical aspects of client meetings in the conference centerRe-imaged workstations using System Center Configuration Manager (SCCM)Built local user profilesMaintained loaner equipment usage and availability (laptops, projectors, portable screens and presentation clickers)Maintained and loaded cryptographic device and keysResponsible for IT billing and maintain invoice spreadsheetsOther projects as assignedEpiq Systems, Washington, DCDecember 2012  February 2013Position: IT Manager/Technical Conference FacilitatorResponsible for implementing software installationResponsible for safe operation of AV equipmentProvided desktop end-user support to troubleshoot hardware/software issuesSetup and break down technical aspects of client meetings in the conference centerDemonstrated ability to identify and address customer needs, actively participated in customer discussion and meetingInventory assessment of hardware and softwareInstalled and configured applications software and related software (such as desktop, servers and related peripherals, printers, drivers, monitors and video teleconferencing hardware)Compliance Staffing, Inc. Washington, DCDecember 2011  December 2012Position: IT Manager/Technical Conference FacilitatorProvided desktop/helpdesk technical support to end-usersInventory assessment of hardware and software equipmentSetup and break down technical aspects of client meetings in the conference centerInstalled and configured applications software and related software (such as desktop, servers and related peripherals, printers, drivers, monitors and video teleconferencing hardware)SNI Technologies, Washington, DCDecember 2010  October 2011Position: Temporary IT Help DeskAssisted with planning, executing, and providing recommendations for preventive maintenanceProvided technical support and training to end-usersAnalyzed troubleshoot and resolved system hardware, software, and network issuesNMR Consulting, Annapolis, MarylandFebruary 2010  November 2010Position: IT Help Desk SupervisorSupervised employees performing technology support workPerformed cross-application and hardware troubleshooting to desktop and infrastructure layersProvided technical support and training to end-usersProvided technical expertise in imaging new PCs for XP software and other applications for the Food and Drugs AdministrationImplemented best practices for information requirements, security protocols and common information technology applicationScheduled and organized complex activities such as, meetings, travels, conferences, and department activitiesISS Contractor - WMATA,. Washington, DCDecember 2008  February 2010Position: Senior Help Desk Administrator/Information Technology SpecialistProvided technical support and site visits for 2350 end-usersMonitored and responded to hardware and software problemsProvided remote end-user support to troubleshoot hardware/software/connectivity issuesInstalled and configured applications software and related software (such as desktop, servers and related peripherals, printers, drivers, monitors and video teleconferencing hardware)Education:Northwestern High School, DiplomaMicrosoft A+ Certification (April 2000)Skills:Active DirectoryAdobe AcrobatAMX Audio Video Control SystemBeyond Trust Remote Support (Bomgar)Bighand Digital DictationBlackberry Suite (Enterprise Server, UEM and Troubleshooting)BlueJeans Video ConferencingCisco FinesseiManageinTapp TimeLAN (routers, desktops, wireless printers)Litera ChangeProMicrosoft Office Suite (Outlook, Excel, PowerPoint)Manager  Cisco JabberNetDocumentsPowerShellProLawRemedy and ManageEngine Services Desk Ticket SystemRemote Computing (vmware and VPN)ServiceNowSystem Center Configuration Manager (SCCM)