OBJECTIVE CAREER

Seeking help desk position in the Information Technology field where I can employ my expertise in providing desktop and application support to users along with providing exceptional troubleshooting assistance. I desire to glow in an organization where I can use my knowledge and experience in building and servicing computers and wireless networks.

Professional Experience & Internships

Robert Half Technology, Washington DC

Desktop Support // July 2017 – Present

Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.

Install / Re-install various software packages and updates.

Documents, maintains, upgrades or replaces hardware and software systems.

Communicate directly with customers via phone, e-mail and remote diagnostics to identify, reproduce and resolve customer reported issues.

Manage/ follow-up with all incidents and requests.

Follow up with customers, provide feedback and see problems through to resolution.

Personnel Results, Largo MD

Help Desk Supervisor & Recruiting Coordinator // March 2015 – July 2017

Perform employee onboarding IT functions for new employees and contractors such as setting up user accounts and computer logins, establishing email addresses, phone system logins, and distributing computer and other equipment.

Maintain and set-up Laser and Ink Jet and prints in DC & MD offices.

Manage security software in computers and networks to maintain privacy and protection from attacks.

Perform regular upgrades to ensure systems remain updated for staffs.

Teach and support staffs on Microsoft operating system, CaseNet, ClearCare, Jobvites and other applications.

Sourcing and screening candidates for a variety of vacancies within the hospital’s Physician’s Group. Positions may include RN, physical and occupational therapists, CNAs, billing departments among many others.

Develop and maintain a network of contacts to help identify and source qualified leads by using on-line resources such as (Zip Recruiter, Indeed, Craigslist, Career Builder) to identify potential hires, and initiated contact.

North Capitol Partner Inc, Washington, DC (contract with Bloomberg BNA)

Information Technology Intern // Nov 2016 – Apr 2017

Installs, configures, tests, maintains, monitors and troubleshoots end user workstation hardware, peripheral devices and application software.

Troubleshoot technical issues on desktops, phones and email systems.

Configure and troubleshoot CISCO system.

Technical support at the network level WAN and LAN connectivity, routers, firewalls. (under Supervision).

Fix any computer related issues for customer and report document.

Create VPN using (OpenVPN) software.

Performed basic IOS upgrade on Cisco routers and switches.

Applied basic VOIP commands to Cisco routers and switches.

Performs basic Active Directory duties, including password resets, new accounts.

Montgomery College IT Help Desk (contract with GSA), Takoma MD

Help Desk Support Intern // Mar 2016 – Nov 2016

Receives and responds to incoming calls and/or e-mails regarding hardware problems; creates and updates tickets per IT/helpdesk specifications; document issues and provides suggestion to avoid issue from re-occurring.

Perform troubleshooting, testing, documentation, and installation of software and hardware on desktop, laptop, networking and telecommunications systems including data, video and voice.

Reviews incoming helpdesk tickets in a timely manner and provides timely response and updates

Walk customer through problem-solving process and ask questions to determine nature of problem

Troubleshoot issues on desktops, phones and email systems (office 365, windows).

Follow up with customers, provide feedback and see problems through to resolution.

Provided level one helpdesk support and resolve problems to the user’s satisfaction for all onsite and remote end-users around the campus and escalate any unresolved issues.

Use Active Directory and Office 365 to perform password resets, move/add/change requests, file permission adjustments, and distribution list creation.

Maintain computers (patches, virus protection, performance) across the campus.

Gandhi Brigade, Silver Spring, MD,

Marketing Intern // 04/2015 – 05/2015

Advertise and promote upcoming talent show focusing on Art and performance for teens age 13 to 19 via Social media & in person.

Conducting market research to find answers about consumer requirements, habits and trends.

Brainstorming and developing ideas for creative marketing campaigns.

Personnel Results, Washington, DC

Office administrator Assistant // May 2013 – Feb 2015

Manage data entry, filing, marketing, and on-call services.

Monitor medical licenses, update work status of employees.

Customer service.

Obtain document and verify patient demographic, health information using a computerized scheduling system.

Prepare/locate charts for medical audits and assists with data extraction.

Requests, tracks, completes outbound and inbound medical records requests for Case Managements.

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems on the phone for case Managers.

Prepare reports, memos, letters, financial statements and other documents, spreadsheet, database, or presentation software.

Core Skills

oCustomer Service/Humans Relations

oExperience in supporting healthcare applications

oMicrosoft office Suite Proficiency

oVMWare & MAC proficiency

oHelp Desk Support

oData Entry/ Record Maintenance

oWindows 8,10 Operating system Proficiency

oOffice 365 Proficiency

oTrouble Shooting end-user system issues & request

oSpiceworks Ticketing System

oWindow Server 2012

oFamiliar with TCP/IP

oBasic computer hardware/software

oTroubleshooting and support skills

oActive Directory

Education

Associate of Science (Cybersecurity and Business) –Montgomery College, Takoma Park, MD; 08/2014-Present, GPA 3.65

College Activities/ Clubs

Science, Technology, Engineering, and Mathematics (STEM)

Hunger Banquet

Boys to Men

Student Debate Club

iLead (student Leadership)

Bethesda Fire Fighter (Volunteer)

Additional Skill

oMarketing

oCollaborative team spirit.

oPresentation & Receptionist

oAdministrative assistance skill

oAbility to work independently

oDirecting Clients

oExcellence in working fast-paced environment

oVerbal & written communication

Skills

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