Candidates About

Professional Summary

Assists end users in remotely troubleshooting hardware and software issues via telephone and email communication. Relies on knowledge and professional discretion to achieve goals.  My wealth of my experience in computer management, networking and information security has enabled me to successfully operate in multiple operating systems, especially Windows.  I also have worked extensively with all Microsoft Office Suite programs  and I have taught various certification courses such as CompTIA A+, Security +, and more.

Education

bachelors degree | still attending (expected 2018) | university of baltimore, mT. royal.

·     Major: Information Technology and Systems Management

·     Minor: N/A

·     Related Coursework/Certifications: CompTIA A+.

Skills/Technologies

·         Windows Operating Systems (Windows 7,8,10)

·         IT Call Center Customer Support/Remote Troubleshooting

·         Ticketing Systems (Service Now, Remedy, Cherwell)

·         Hardware/Software Support and Troubleshooting (Dell)

·         Virtualization technologies (VMWare, Hyper-V, etc.)

·         Active Directory

·         LAN and Wireless Connectivity

·         User Training/Support

·         Preventive Computer Maintenance

·         Exceptional organizational and time management skills

·         Mobile Device Support/Troubleshooting (Android, Apple iPhones, iPad, and other Tablets)

Work History

Tier I / ii Helpdesk support technician / Department of justice (DOJ) | october 2017 – present

·         Utilized Microsoft Active Directory for the enterprise environment by establishing user accounts, network security, troubleshooting printer issues, back up devices, and installing and maintaining Symantec Anti-Virus server.

·         Assisted new employees with learning work-related procedures and software.  

·         Provided maintenance and user support for numerous devices and operating systems including Windows 7/10, Microsoft Office, iPhone, iPad, and Samsung.

·         Handled between 30-50 calls on a day to day basis.

·         Performed network administration functions, set up network user accounts/ permissions, reset passwords, and administered group policies via Active Directory.

·         Assisted end users with setting up their outlook mail, as well as any other issues with the user’s system.

·         Assisted with resolution of problems related to system or application issues, including OS, MS office and other supported applications such as: AirWatch for managing Mobile Devices, VMware Horizon 6 View Administrator for managing Virtual Machines, System Center Configuration Manager- to remote into users’ system, to manage and other various features.

·         Troubleshooted and supported Department of Justice software on Dell Thin-Clients and Apple Mac Computers.

·         Configured, installed and maintained network printers.

Support Technician / specialist, Information Technology | ECO it systems | 04/13 – 07/24

·     Took anywhere between 20-35 calls on a daily basis.

·     Resolved 200 tickets monthly within the SLA.

·     Created user accounts, MS Outlook in Active Directory for new hires.

·     Fixed PST and OST files and other Outlook issues.

·     Created and edited user accounts & user policies within Active Directory and administered users onto the network.

·     Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS based end points (Laptops Desktops & Thin Clients) Tablets & Smartphones (IOS & Android) and Microsoft Office.

·     Handled Technical troubleshooting in an enterprise environment (ECO IT), provided network and system support, as well as user account maintenance tasks. Install, update and repair software and hardware on organization systems, Track and monitor day-to-day performance of systems and conduct system analysis to improve system performance, Troubleshoot hardware and software problems, Logging problems and documenting fixes. Quickly learn and master new technology.

·     Installation of multiple types of hardware, Windows, Linux and Mac systems, software, applications and antivirus.

·     Proven success working in high-volume technical centers. Demonstrated strengths in rapidly diagnosing and efficiently troubleshooting and resolving client issues.

·     Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.