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Customer Service Microsoft Office

Germantown, MD, 20876
March 30, 2018

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Germantown, MD. 410-***-****


Performance driven IT professional experienced in IT support, troubleshooting, and customer service to drive improvements in operations and processes. High level of commitment in problem solving, staff support, and planning/implementing proactive procedures and systems to avoid problems and resolve issues. Maintains up-to-date IT skills and industry knowledge. Successfulcareer record of managing, configuring, and supporting business hardware and networks as well as end-user software and desktop applications.

Professional Strengths Include:

Project Management Troubleshooting SAP Customizations and Upgrade Continuous Improvement Helpdesk & Desktop Support Knowledge of Computer Networks/Servers Developing Programs to Address Clients Needs Proficient Troubleshooter Relationship Management Systems Designs and Specifications Team Hiring & Training


Sound knowledge of digital and analog embedded computer hardware assembling and maintenance.

Installing software and application to user standards.

Wide knowledge of motherboard and circuit designs of monitor.

Familiarity with Analog Circuit, Digital Circuit, PCB design, schematic capture, board layout, vendor interface analysis and simulation.

Proficient with electrical hardware test equipment (Multi meter, PCB testing card, analog meter, etc.).

Support disaster recovery plans, performing regular backups, and creating Ghost images of workstations.

Adept in using Bomgar for Remote desktop.



10/2017 - present

U.S. Department of Labor, Office of the Inspector General – Washington DC

Manage daily operations of the IT department along with departmental quotas, while coordinating the

Experience using office applications and operating systems, including Microsoft Windows 10, Apple macOS, and Office 365.

Provide IT orientation and onboarding for new personnel including creating Active Directory and Users account.

Provide internal customer support for Google G Suite and Microsoft Office 365.

Troubleshooting and diagnosing problems involving software and hardware as well as an understanding of TCP/IP networking, DHCP, and DNS

Needs of in-house IT experts and remote employees, vendors and contractors. And manage inventory of IT hardware,

Develop new strategies and IT procedures to increase efficiency, enhance workflow and improve customer satisfaction.

Log and track support requests using ticketing system, contact vendors and technical representatives for occasional support and development.

Familiar with hardware tools including servers, printers, and VoIP, networking and telecommunications devices.

High level problem solving and analytical skills along with excellent customer service skills.

Ensure backups of end-user devices are working as expected and devices are encrypted.

Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, configuring systems and applications, and testing fixes to ensure problem has been adequately resolve

Protect customer data from outside infiltration through encryption, secure data storage and other necessary means.

Prepare and restock IT equipment and supplies for shipment, and regularly update inventory.

Assist with the installation of new hardware and software and help train employees on its use.

Identify and learn appropriate software and hardware used and supported by the organization and offer suggestions for possible upgrades and changes within the IT department.

Install and troubleshoot and unlock Virtual Desktop VDI.

Creating Users account using active Directories and window server 2008/2012

Verify and handle password reset requests for internal and external IT services.

Manage the provisioning/wiping of burner devices for personnel traveling internationally.

Build rapport and elicit problem details from help desk customers by performing post-resolution follow-ups to help requests, developing help sheets and knowledge base articles for end users, and fielding incoming help requests from end users.

Provide hardware and software support, upgrades, and maintenance for Microsoft Windows, Apple macOS laptops.

Prioritize and schedule problems and escalate problems (when required) to the appropriately experienced technician.

Respond to support requests via email, phone, and in-person in a timely fashion while exercising good judgment in prioritizing requests

Knowledge of using Jira Service Desk for request tracking.

Manage deployment of new hardware including laptops, mobile devices, printers, and VoIP phones.

Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.

Troubleshoot VPN issues when client connection is rejected.

Perform support, upgrades, and maintenance for iOS mobile devices and wireless services

Provide support for user software issues including OS, drivers, applications, Office, firmware,


06/2015 – 10/2017

Unisoft Group, Inc., MD – Baltimore

Recognized as a creative problem solver and go-to for solving technology issues and enhancing performance, providing excellent, courteous customer service and ensured quality throughout operations.

Diagnosed and resolved unique problems associated with application software and operating systems.

Performed root cause analysis, debugged, and resolved issues as well as classified issues by level, priority, and nature.

Documented all server/network problems in great detail and resolved/escalated issues to appropriate tiers or lead.

Troubleshot desktop computer/network problems and also oversaw user account creation and password resets.

Actively monitored a queue based internal ticketing application of production web servers, back end support systems and database on multiple operating systems office 0365.

Collaborated with employees, managers, and fellow personnel on key issues and implementing projects.

Key Results:

Reduced costs and enhanced operational performance of desktop team through creating alternative methods of completing tasks and correcting user errors and system inconsistencies.

Effectively handled increased workload and call volumes across multiple departments in different time zones, providing fast and effective technical support.

Installed Operating Systems (OS) for laptop and desktop systems using an Imagine process.

Resolved issues with Mac OS after effective troubleshooting Linux, and hardware and OS installations.

Configured cell phones and tablets for distribution and recovered hardware from terminations in addition to adding network printers to systems in Windows 7 and deployed VOIP desk phones.

Setup, installed, configured, and maintained hardware and soft file system journaling of MAC OS, Window machines, Office Suite and Android IOS Mobile Devices Migration.


03/2014 – 04/2015

Srisai Biopharmaceutical Solution, Frederick, MD

Diagnosed, troubleshot, and resolved hardware, software, and server issues using Remote Desktop and Remote Assistance while managing securities suites, such as MacAfee, Norton and Avast.

Installed operating systems, software, antivirus programs, and patches and successfully performed network monitoring, troubleshooting, and maintenance.

Answered queries for package details, e-commerce solutions, and email configurations.

Managed client emails for Outlook, Mac mail and Thunderbird. Installed and updated OS on window and MAC.

Performed quality assurance measures to ensure desktop data in asset database were accurate.

Researched, uncovered, and corrected inefficiencies within company, and reduced costs and saved time through technology and integration.

Provided exceptional support and escalation for end users and educated users on applications.

Handled inventory control and asset management including leased equipment.

Remain up to date on the latest technologies and solutions applications to company products.

Served as a liaison and communication with teams, vendors and client to resolve network outages and periods of reduced performance.

IT equipment inventory tracking


02/2013 – 01/2014

Thermo Fisher Scientific, Frederick, MD

Managed and configured network design to facilitate efficient customer use.

Performed installation of a variety of hardware and software types to specifications.

Maintained thorough documentation including reports on network architecture and functions.

Delineated important equipment for network operations effectively.

Maintained desktop records in an offsite-hosted database.

Administered company servers, to ensure optimal performance and achieve unique needs.

Provided ongoing helpdesk/desktop, server, and network support.

Customized network and added new applications and programs as required.

Collaborated with and supported development, systems integration, and security groups.

Managed escalated calls, to ensure timely resolution on issues.

Oversaw and ensure the network and application are properly functional.


Master’s Degree in IT Information Assurance,

University of Maryland, University College.

Bachelors of Science in Economics,

Ambrose Ali University.


CompTIA Security+

CompTIA A+

Microsoft Office Professional (MCP)


Operating Systems: Windows XP, Windows NT, Windows ME, Windows 2000, Mac 0SX, Mac OS 8.6, Mac0S9, Solaris, UNIX, AIX, Linux, Window 10 Operating system

Software Applications: MS Suite (Word, Excel, PowerPoint, Access), Novell, VMW are, Norton, Utilities, Ghost, Adobe, Symantec PC Anywhere, McAfee

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