TECHNICAL SKILLS SUMMARY

Operating Systems:

MS Windows10

Applications and Tools:

Remote Control Software:

Active Directory, Active Roles Server, JAMF, MS Office, MS Office 365, Remedy, Service-Now, SharePoint, Putty, TCP/IP, Putty, Desktop Director, Cisco AnyConnect, NetScaler, VPN/MFA Support

SCCM Remote System Control and Software Install and Deployment, ConnectWise Control, GoTo Assist, Admin on Demand, RDC, MS Teams, Skype

Certifications:

CompTIA A+, Dell DCSE Certified Technician

PROFESSIONAL EXPERIENCE:

DXC/AT&T September 2023 – December 2023

Computer Hardware and Audio/Video Support Technician

Install, configure, and maintain audiovisual equipment, including monitors, audio devices, digital signage, and video conferencing systems. Used problem solving skills to find root cause of hardware issues.

Ensure proper recording, documentation, and closure in SharePoint ticketing system.

Performed cable management for network and audiovisual equipment.

Performed routine equipment checks and maintenance to ensure functionality and reliability.

Troubleshoot technical issues related to audiovisual equipment and provide timely solutions.

Keep inventory of audiovisual equipment and recommend upgrades or replacements as needed.

Assist in planning and executing technical aspects of company events and presentations.

Iconma/Truist Bank (SunTrust & BB&T Banks) October 2021 – January 2023

CIB Coordinator CIB Technology Support Desk Truist Securities

Used problem solving skills to recognize, analyze, and effectively resolve problems in a timely and organized manner using industry best practices and procedures.

Supported remote users utilizing SCCM for training, troubleshooting and installation of software.

Used JAMF to unlock and reset passwords in MAC Laptops.

Ability to clearly communicate technical concepts to non-technical people.

Documented detailed information using Service Now when responding to incidents and requests with prompt analysis of probable cause.

Ensure that appropriate action is taken to investigate and resolve incidents and problems in systems and service, ensuring that such incidents and problems are fully documented within Service Now.

Experience supporting VIP users relating to hardware, software and ensure that it is resolved on priority.

Technical Support Analyst CIB Technology Support Desk Truist Securities

Ability to manage competing priorities. Provide support to troubleshoot hardware and network conflicts to resolution includes, but is not limited to Desktops, Laptops, and Printers.

Utilized Service Now to document information when responding to incidents or requests.

Installs, configures, maintains, and troubleshoots a wide range of software; performs hardware/software upgrades to existing computer equipment as needed.

Responds to software problem calls on site and remote users; Reinstalled programs or replace files that are causing errors; Investigate appropriate areas to find the root cause of the problem and determines resolution.

Experience supporting remote users utilizing SCCM for troubleshooting and installation of software.

Technmotion August 2021 – October 2021

IT Field Technician

Provided Remote Support assistance with deployment of Newly issued Android Tablets

Perform Firmware back-up and Firmware upgrade of Fortinet Firewall.

Updated FortiClient and installed new wireless access point for the office, ran speed tests.

Performed IP Telephone inventory, conversion, and testing.

Modivcare (Formerly LogistiCare) February 2021 – June 2021

Contingent IT Field Services Tech III

Troubleshot Corporate/C-Suite issues related to hardware, software and ensure that it is resolved on priority.

Provides incident resolution of H/W and application problems includes both telephone support as well as electronically submitted requests. Documenting all issues using Service Now.

Utilized Active Directory for adding users as members to different groups, resetting user passwords and unlocking domain accounts. Group Policy update was performed after changes were made to an Active Directory Account.

Performed Hardware Inventory control according to ITIL guidelines.

Provided onsite and remote technical support for hardware (desktops, laptops, printers, and mobile phones), software applications and B.Y.O.D. devices.

Performed troubleshooting regarding user access to company Intranet sites, network drives, and the VPN.

Remote install of requested software, network printer and network drive mapping using SCCM

HP – Bank of America September 2020- February 2021

L2 Desktop Break Fix (Retail & Enterprise) – HP

Provided remote Level 2 technical support to Bank of America’s virtual users.

Remotely monitored, restarted, added, and removed user(s) to and from remote systems using Desktop Director

Provided remote assistance with network connectivity issues.

Performed remote application installation on company laptops and workstations using SMTools.

Provided resolution of technical issues, identifying the root cause and escalating issue when needed in a timely manner. Documentation was recorded in Remedy database.

Excell/CompuCom – Synchrony July 2020 – July 2020

Desktop Support II – Synchrony Consultant

Performed remote and onsite system software deployment, troubleshooting and installation using SCCM.

Utilized Active Directory to add/remove users to specific groups and to give permissions for certain software accesses. Used JAMF to unlock and reset passwords in MAC Laptops.

Performed Data Migrations from Windows 7 to Windows 10

Performed system upgrades and repairs on DELL laptops. Documentation of all issues were performed using Service Now.

Wipro Inc. February 2018 – March 2020

Service Desk Administrator

Provided C-level support related to hardware, software and ensuring a prompt problem resolution.

Used Active Directory for adding users as members to different groups, resetting user passwords and unlocking domain accounts. Used JAMF to unlock and reset passwords in MAC Laptops.

Resolved WI-FI, Mobile, Bluetooth and VPN connectivity issues.

Performed remote troubleshooting and problem solving to get to the root cause of client’s reported issue.

Performed software installation and configuration of computer peripherals.

Provided mobile device support on company issued Apple, Android and B.Y.O.D. devices.

Documented all issues using Service Now.

First Data Corporation December 2015 - October 2017

Desktop Support Analyst

Troubleshot Corporate/C-Suite issues related to hardware, software and ensure that it is resolved on priority.

Provided Tier 2 IT support to both local and remote clients. Used problem solving skills to provide resolution of reported technical issues.

Software/application installation support, mobile devices, video conferencing, desktop and troubleshooting laptop computers, thin clients, and virtualized computing environments.

Managed and supported 600 users both local and remote.

Used SCCM to install software, troubleshoot break/fix issues on workstations, laptops, and peripheral equipment.

Provided provisioning of Dell Thin Client and setup of Dell Thin Client hardware

Performed migration of client data to network drives and/or replacement systems as needed.

Utilized JAMF for to assist users in resetting or changing log in passwords in MAC Laptops..

Kyyba Global IT & Engineering Solutions October 2014 - December 2015 Field Service Technician - Atlanta Public School System

Performed Cat 5 and Cat 6 cable signal tracing, testing, and troubleshooting network connectivity.

Troubleshoot, isolate, and resolve minor wireless network, or switch issues and escalate as necessary.

Provide resolution specific documentation on the closure of all incidents to work orders using HEAT.

Performed break/fix, routine system imaging and adding systems to APS Domain.

Provided mobile device support for Apple IPhones, IPads; Updating of Apple IOS on mobile devices.

Performed setup and configuration of corporate email on Apple devices.

Installation of security software such as Anti-virus, Anti-SPAM, Anti-Spyware, and other security related technologies. Utilized JAMF for to assist users in resetting or changing log in passwords in MAC Laptops.

Dell – Atlanta, GA April 2014 – October 2014

Sr. Help Desk Support Technician - Dell Federal Services at the CDC

Provided mobile device basic support on Apple IPads, Blackberry and Android Tablets

Performed remote login to clients’ computers using SDT, Citgo Assist and Citrix GOTO Assist

Perform daily network administration tasks adding and removing users to and from their appropriate OUs, resetting user passwords and unlocking domain accounts within Active Directory

Performed troubleshooting of RSA Key Fob tokens. Provided temporary user access to internal CDC network.

Troubleshooting and escalation, update, and resolution of trouble tickets performed using Remedy.

Piedmont Hospital– Atlanta, GA May 2013 – March 2014

EPIC Refresh Team - IS Operations Field Engineer - Piedmont Hospital

Performed Data Migrations from Windows XP to Windows 7, installation of updated applications added and removed of Workstations and Thin Clients to and from their appropriate OUs in Active Directory

Troubleshoot, Configure and Repair of Workstations, Thin Clients, and peripherals for deployment on the Piedmont hospital’s domain.

Utilized SCCM and Remote Desktop for remote access to clients' computers for system configuration.

KIT Digital/Piksel Inc. – Atlanta, GA March 2012 – June 2013

Client Support Specialist

Perform daily network administration tasks adding and removing users to and from their appropriate OUs, resetting user passwords and unlocking domain accounts within Active Directory

Creating, forwarding, and disabling of email accounts using MS Exchange 2007 and 2010

Setting up and Removing User accounts on Blackberry (BES)Performed account management and provisioning.

Troubleshoot mobile devices, document, and resolve trouble tickets in the Remedy database.

EDUCATION & CERTIFICATIONS

DeVry University Alpharetta, GA March 2002 – June 2006

Degree: Bachelor of Science

Major: Network and Communications Management

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