ANN-MARIE HUTCHINSON

Hyattsville, MD ***** Cell 301-***-**** acrim5@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Highly efficient and knowledgeable Information Technology Professional with 10 years experience. Proven ability to manage computer help desk support including diagnosing of problems, troubleshooting, installations and maintenance. In-depth knowledge and understanding of software packages and operating systems. Team player, with the ability to work independently and provide excellent End-User support.

TECHNICAL PROFICIENCIES AND COMPETENCIES

Microsoft Lync 2010

Microsoft Active Directory 6.0

Windows XP, Windows 7

Microsoft Office 2007

Microsoft Outlook 2010

Remedy 5.1, Remedy Force 3.1

Symantec Endpoint 12

Ghost 10.0

PGP Desktop Encryption

GoToMyPC 7.00

Oracle 10.0

VPN Client

EDUCATION & TRAINING

Bachelor of Arts Computer Information Systems Science - University of the District of Columbia

Associates in Applied Science Computer Science Technology - University of the District of Columbia

CompTIA A+ Certification - September 2014, CompTIA Network+ Certification – May 2015

Help Desk Analyst

AllStaff Technical Solutions November 2014 – January 2015

Provided technical support by telephone and email for proprietary software. Troubleshoot, diagnosed and resolved users’ problems with their laptops, desktop and printers. Analyzed complex problems and collaborated with team members on how to resolve them. Assisted users in creating and modifying user IQ and Active Directory accounts.

IT Support Technician

Alta IT Services April 2014 – July 2014

Installed and configured images on laptops, desktops and iMacs. Installed and configured MS Lync phones

and provided phone support. Assisted in wiping surplus equipment such as desktops, laptops and mobile devices.

PC/Network Support Specialist III

Bloomberg Bureau of National Affairs, Arlington, Virginia March 2002 – August 2013

Provided Network and PC/Laptop support for Windows XP and Windows 7 environment for over 1200 users

Managed users’ account using Active Directory

Installed configured and troubleshoot Microsoft Outlook 2007 and Lotus Notes email

Diagnosed and resolved PC hardware problems, e-mail, Internet, and local-area network access problems

Troubleshoot and resolved wireless connection on laptops and mobile devices

Provided technical support for users working on-sight or remotely

Used remote applications such as Microsoft Lync and Remote Desktop to resolve user problems

Provided hardware and software support and maintenance for network and local printers

Installed, configured and upgraded software such as Microsoft Office 2007, 2010, Adobe Acrobat Professional

Used Remedy software to manage help desk calls and responded to multiple tickets in a timely manner

Provided hardware repair for PC computer equipment and peripherals

Senior Help Desk Technician

Accenture/Andersen Consulting, Reston, Virginia June 1999 - July 2001

Installed and configured workstations utilizing Novell Netware 5.0 and Windows 2000 operating systems

Installed computer application software such as Office 2000 and database applications

Provided computer hardware and software help desk support for over 2000 users

Managed a team of seven as Project Lead for new hire laptop deployment and asset management program

Provided Lotus Notes 5.0 support for end users and resolved networking issues

Managed multiple open calls using the Remedy help-desk software and assigned tickets to technicians

Systems Administrator

National Park Service Museum Archaeological and Resource Center, Greenbelt, Maryland June 1992 - June 1999

Trained users to utilize a variety of computer hardware and software and wrote end user documentation

Configured TCP/IP, DNS and Gateways and diagnosed computer related problems and resolved issues

Installed and configured network hardware including: Hubs, Cat5 cables and Ethernet Cards

Backed up LAN server and all other personal computers at the MARS facility

Installed and configured LANs, printers and workstations utilizing Novel1 Netware 5.0 and Windows NT 4.0

Repaired, troubleshot, maintained and assembled computer hardware

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