Customer Service Software

JOBIN ISAAC

**** ****** ***., **

Washington, DC 20012

Home Number: 202-***-****

Cell Number: 202-***-****

E-mail: abh4jk@r.postjobfree.com

Career Objective:

To obtain a position as an Information Technology Specialist where my

computer skills may be utilized to enhance an organization's goals and

objectives. Providing quality solutions to major incidents and complex

business problems whilst delivering I.T. business systems, infrastructure

and testing within scope. Extensive LAN/ hardware/ software and I.T.

networking experience within an ever-changing environment. A regular

contributor of ideas and solutions for changes to business processes. I am

looking forward to the next stage in my career or a position that offers

opportunity for progression.

Qualifications

I maintain on a regular basis Windows 7/Vista, 2003/08 server, XP Prof,

2000, 98, MS-DOS, Novel Netware C++, MS Word, Excel Access, Outlook and

other various applications software's. PC setup, as well as various

peripherals installation & data transfer. I maintain network installation,

security & wireless internet setup Also; I have years of experience in

system-operations training, collections, and customer service.

Work History:

02/2008 - Present - Desktop Support, Abbtech, Sterling, Virginia

Work Site - Internal Revenue Service

Telephone Number - 202-***-****

System Admin / Desktop Support Tech (Hardware and

Software)

. Provide front line tech support for approximately 4,000+ employees

onsite and remotely nationwide campus using Tivoli Remote Control,

Remote control console, Netmeeting and phone support.

. Provide support during tax season by maintaining the PC's and

printers (both network and stand alone) for the employees that assist

the taxpayers who visit the Tax Assistance Center.

. Provide technical support on Dell, HP-Compaq, PC's and laptops.

. Install and troubleshoot Network and Desktop all in one printer (HP,

IBM, Lexmark, Kyocera, Brother and Panasonic).

. Install network printers, configure IP address manually, and

configure network printer security using web interface.

. Perform troubleshooting and final resolution of hardware, desktop

application, internet connectivity, network printing, LAN

connectivity, MS Window XP.

. Set-up computers for new employees and added them to the network, and

move employees from one location to another if needed, also delete

employees from the network once they depart from the agency.

. Perform hardware and software upgrades to employee's computers when

required

. Set-up employee outlook mailboxes and distribution list.

. Refresh computers: I would image computers, change computer name, add

to active directory, join domain, install required software (SAS,

Sybase, PSSS Clementine, Taxwise, BNA Income Tax, QuickBooks Premier,

Office 2003, Visio, Project, Office live communicator, SharePoint

designer, server, Articulate Studio, Adobe Premiere element, in-

design, audition, Comtasia studio, smart-board applications, apply

client configuration in active directory, Guardian Edge Hard disk

Encryption, transfer all personal data such as desktop, documents,

favorites, outlook personal folders, outlook setting files and

certificates.

. Barcode the computers, laptops, printers and fax machines, for

identification and location of the machines.

. Perform QA checklist on new computer hardware and software before

providing to new or refresh user.

. Ensure, old computers are removed from active directory, Tivoli

server, and disconnected domain.

. Check the computer ticketing system for open service request and

respond by

telephone or email once completed, close the ticket.

. Install, customize, and troubleshoot Blackberry (Verizon, Sprint) for

all Executive level employees at IRS.

. Provide customer training how to use Cisco VPN software for remote

login using dialup, cable, DSL or Wireless Air card.

. Perform client antivirus updates and scanning and randomly check

workstations antivirus software definition up to date and scan engines

are latest version.

. Perform or take immediate action when computer is infected with

virus, spyware or popup. responsible for notifying customer regarding

incident, disable the NIC and PCMCIA slot (using remote desktop if

computer is not onsite), remove Tivoli endpoint (using Tivoli

Desktop), remove the computer from domain (using Tivoli Desktop), re-

imaging the infected device, re-adding the device back to the domain

once it has been re-imaged.

06/2008 - Present - Radio Free Asia

2025 M ST NW Ste 300

Washington, DC 20036

Telephone Number 202-***-****

Desktop Support Technician

. Responds to IT help desk calls, ensuring good customer service and

timely responses to inquiries and requests for assistance. Maintains

required helpdesk logs and documentation and identifies issue or

problem tends that may require equipment or system changes and

additional user training/education.

. Performs computer installations and deployments for employees,

providing setups related to new hires, office moves, or other

configuration needs. Provides a general computer orientation for new

employees covering the general operations of computers/equipment/

applications as well as an overview of network drives, logging on/off

procedures, outlook/mailbox usage and security requirements.

. Install, repair and maintain software applications and computer and

printer hardware.

. Assist with computer and network maintenance and planning.

. Build Intel and AMD based desktop computers.

. Windows 7 / vista migration project.

. Maintain inventory controls, barcode machines, organize and store old

equipments in storage room.

. Perform preventive maintenance based on SOP such as clean temp files,

disk defrag, check disk scan, adjust virtual memory if needed, full

system scan, update windows and other applications..

. Provide IT emergency support, as required.

02/2007 - 05/2009 - Enterprise LLC

610 N. Main St. Suite 118

Blacksburg, VA 24060

Telephone Number 540-***-****

Computer Field Technician for Installs Inc (Dell computer)

. Set-up new Dell computers and printers

. Set-up home wireless networking

. Set-up wireless printers

. Configure new ISP connection Verizon, Comcast and Cox

. Responsible for data transfer including email message and addresses

from old computer to new computer

. Set-up home theater (Phillips Sony RCA, Bose etc)

01/23/2007 - 02/31/2008 - Experts Inc. (Part-time 3-month contract job)

901 N Pitt Street, Suite 130

Alexandria, VA 22314

Work Site - CACI INC

6315 Bren Mar Road

Alexandria, VA 22312

Telephone Number - 703-***-****

. Electronic Document coder and Document Scanner

. Coding documents in OCR Software

. Teaching employees how to navigate on Del Tek Intranet and OCR

software

01/31/2003 - 03/31/2007 - ID SYSTEMS, INC. (Part-time)

1010 Vermont Ave., Suite 221

Washington, DC 20005

Telephone Number - 202-***-****

Accounts Receivable & Payable/Tech Installer

. PC setup, installation and backup. Network installation and security.

. ID software installation and troubleshooting

. Outlook E-mail Account Set-up (Verizon & RCN)

. Computer and Printer Upgrading and troubleshooting, Data Recovery

. Assist customers with ID software & tech support

. Website administrator (Designing and updating company website)

. Designing and processing Ids and business cards

. Performing UPSWorldship & FedEx (Shipping and Receiving)

. Responsible for various accounting functions, including bookkeeping.

Education and Training

2009- Present BSIT Major University District of Columbia

Washington, DC

2007-2010 Montgomery College German Town, MD

Associate of Arts (AA) Networking and Wireless Technology

2002 - 2006 Montgomery College Takoma Park, MD

Earned Associate of Arts (AA) General Studies and Health

Science

2008-2009 Soft Skill Online Training Microsoft operating systems and

Applications

2010 Microsoft Windows 7 one-day Hands on Training at Washington, DC

Certifications

NCSA Certified: Microsoft Windows 2000 Professional, Windows XP

Professional, Windows Vista, Windows 7, Microsoft office 2003 and Computer

Hardware Technician.

Graymark Cabling tech cable installation, copper and Fiber modules

Montgomery College: A+ MICROCOMPUTER Certification QUALI FICATlON

Dell Certified System Expert certification (VISTA)

Dell Certified System Expert Certification (Norton Internet Security 2007

Certification)

Dell Certified System Expert Certified (McAfee Security Center 8.0

Certification)

Installs Inc (PC Installation Certification)

References available upon request:

Contact this candidate