Sign in

IT Helpdesk Tier 1

Temple Hills, MD
November 10, 2018

Contact this candidate



**** ********* **.

Temple Hills, MD 20748


Professional IT Field Technician who strives for positive results by utilizing known knowledge and research ability in minimum amount of time. Diagnose and troubleshoot network, hardware, software, and identify underlying issues. Specialize in private sector and service industry.



- Strong knowledge of Windows operating system and Microsoft Suite

-Experienced in creating new user account through Active Directory, SBS console, Microsoft in-house Exchange, Office365

-Knowledgeable with Microsoft Office suite, ie; Outlook, Excel, Word.

-Handled mobile issues mostly with setting up and syncing Outlook profiles on Apple or Android products

-Mac computer troubleshooting

-Clean up malware and viruses with Anti-Virus/Malware software

-Utilize Windows tools: CMD, Services, Event Viewer, Disk Management, Task Manager, Regedit, Safe Mode, Control Panel, Device Manager, Printer setup wizard, Disk Cleanup, Disk Defrag, Windows Easy Transfer (Win7)

-Experienced in troubleshooting issues from Outlook, printer and Internet connections

-Configure VPN setup for mobile users. Dell Sonicwall, SSL VPN, Global VPN, Remote Desktop Connection

-Excellent skills communicating not only with colleagues but as well as clients and users.

-Makes a great relationship with clients and users with any given situation

-Explains situations to users in a way IT can be understood in simple ways

-Very resourceful and able to solve problems quickly

-Reliable employee with a huge can-do attitude


Field Technician I

April 2016-Present

eGuard Technology Services- Washington, DC

Ensure client communication upon receiving of assigned tickets in a timely manner and getting description of any concern and issues

Troubleshoot issues through remote session (ScreenConnect/N-Able) or on-site if needed

Record time against ticketing system (ConnectWise) in real-time

Honor clients/users preference in regards to their machine setup, programs or software that needs to be installed

Assisted and offered help to any situation within the services department especially ones that needed the most attention

Often called for to assist in emergency tickets and volunteered for occasional weekend jobs that’s meeting deadline

On-call rotation

IT Specialist/Registration Clerk

April 2012-April 2016

WBM of Arlington- Arlington, VA

Provided IT service for no more than 20 users in the company

Setup printers in various location of the company in within one site

Configure QuickBooks and Tracker Suite for vehicle selling purposes

Setup new computer for newly hired users by creating a new account in SBS console.

Set up Outlook profile

Upgraded memory and hard drive components on machine that required more speed and efficiency

Assisted with managing the server maintenance and backup

Provided customer service in regards to registration of vehicles

Process documents for state registration for all purchased vehicles

Payment collection

Send bills, contracts, warranties and service contracts to the appropriate agency, such as the Department of Motor Vehicles

Maintain files of sales, prices, payments, warranties, service contracts and other pertinent information

Answer customer inquiries or concerns in person, e-mail, fax or telephone in a professional, customer- focused manner

Performs other duties as assigned or requested to assure optimum service levels

Cable Technician

April 2005- May 2006

Black Box Network Services- Sterling, VA

Responsible for installing and maintaining network cable services for business establishments

Provided service for existing phones, faces, and Internet cabling system

Inspected cable lines and poles

Assisted in troubleshooting cable issues


Northern Virginia Community College- Fairfax, VA

January 2015 - 2017

Network Administration

Information Technology

Woodson Adult Education Center- Fairfax, VA

January 2010 – March 2010

GED Diploma


Available upon request.

Contact this candidate