Desktop Support Technician

Thierno S. Diallo

**** ****** ******* ****** #**, Owings Mills, MD 21117.

Cell: 703-***-****, E-mail: ********@*****.***

ITIL ® Foundation, CompTIA A+, CompTIA Network+, CompTIA Server+, Microsoft Technology Associate, Cisco CCENT, and Cisco CCNA R&S Certified US Citizen

SUMMARY

CompTIA A+, Network+, Server+, ITIL 2011 Foundation and Cisco CCNA Certified IT professional with more than 5 years of experiences in Computer Networking, PC repair, Network Security and System Administrator.

Experience Install, configure, maintain and troubleshoot end user notebooks, Desktops, Laptops, peripherals, monitors, personal printers, Network printer and mobile devices.

Provided systems administration support for Windows systems including Laptop and workstation upgrades, Data migration, Data backup and disaster recovery monitoring, user account setup and security administration.

Installing and configuring Windows XP/ Windows7/ Windows 8, Windows 10, Exchange/Outlook,Windows Server and Administration.

Troubleshooting network connectivity issues, Installing, maintaining, and troubleshooting LAN networks, implement wireless network, and various network topologies, set up a wired/wireless LAN and make adjustments to get better service and communication.

Installing operating system service packs, updates, and other security patches

Maintaining and troubleshooting Windows XP, Vista, Windows 7, Windows 8 and Windows 10

Maintaining and troubleshooting Windows (2003, 2008 and 2012) Server.

Maintaining and troubleshooting Active directory, DNS, DHCP

Install, uninstall and manage hardware components of a computer as well as peripherals

Provided on-site and remote computer support for over 1,000 users.

Provided Migration on windows XP to windows 7 (more than 100 PC). Data migration over 3,000 End users

Experienced in Microsoft Office,Word, Excel, Power point, Outlook and Symantec Antivirus.

Set up and perform scheduled preventative maintenance tasks to keep Windows healthy

Printer support and maintenance, Familiar with setting up, and troubleshooting WAN and LAN networks including IP addressing

Experience in ITIL Foundation, ITSM, BMC Remedy ticketing system and Services Now (SNOW)

Microsoft office 2007/2010 and 2013, Lync 2013.

EXPERIENCE:

HCL Technology ( Becton Dickinson ) Sparks - Maryland May 2016 - Present Desktop Support Specialist .

In this position I am working for Becton Dickinson as Contractor through HCL Technology. Responsibilities:

Responsibilities include imaging and configuring (Windows 7 and Windows 8) Desktop and Laptop (Dell / HP) that are required to fulfill incidents and Refresh projects for Becton Dickinson End Users (over 3,000 users).

Responsible for installing, maintaining and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems.

Resolving the End user issues (Software and Hardware) using SNOW Ticketing systems.

Installing, configuring and troubleshooting End users new Devices peripherals, Network Printers, local printer and software

Performing a Standard Data Migration using USMT utility (over 3,000 users) in the Campus.

Deploying new Devices Desktop and Laptop to the End Users, Refresh Devices Desktop and Laptop.

Desktop and laptop hardware and software installation, configuration, maintenance, upgrade, troubleshooting, and repair.

Installing and supporting HP Network printers (over 1,000 Printers in the Campus)

and scanner (over 1,000 Network printer in the Campus)

Ethernet and wireless setup, configuration, troubleshooting, and repair. E-mail setup, troubleshooting, and repair. Microsoft office 2007/2010/2013

Assisted with Active Directory work including account creations, password resets, and Group Policy. NCR Corporation / BMW Bank of North America - Hilliard- OHIO May 2015 to May 2016 IT Support Specialist

In this position I worked for BMW Bank of North America as Contractor through NCR Corporation. Responsibilities:

Provided on-site and remote computer support for over 1,000 users in the BMW Financial Services Building

Perform basic analytical activities related to the definition, development, implementation, maintenance, and support of laptops/desktops and client-supported applications.

Interface with end users to handle tasks of a routine nature, such as researching and answering questions concerning system function and usage, researching modifications to existing programs.

Imaging Operating systems (Windows 7 and Windows 8) and deploying Desktop and laptop to the End Users, Wiping the old Devices Desktop and Laptop after lease expiration.

Coordinate with HP/vendors to resolve equipment or software issues.

Provide remote technical support for International and remotes users.

Install, configure, maintain and troubleshoot end user notebooks, desktops, peripherals, monitors, personal printers and mobile devices.

Monitor and report on system performance and inefficiencies and provide recommendations for improvement.

Resolved the End user request by using BMC Remedy IT Service Management and PRIMA request

Identify, evaluate and correct hardware, software, desktop operations problems, and peripheral equipment.

Provided systems administration support for Windows systems including Laptop and workstation upgrades, backup and disaster recovery monitoring, user account setup and security administration.

Experience independently evaluating and resolving computer, system, and user problems including compatibility conflicts, application operations, hardware malfunctions

Installing, configuring and maintaining Windows Operating System including patches, updates, and performance monitoring.

TODOS Inc., Woodbridge Virginia Jan 2011- Nov 2013 Price and Inventory Associate

Responsibilities:

Building displays, making products look attractive, rotating products, cleaning shelves, eliminating out of stocks, out of date products, Organizing and displaying merchandise to company standards

Managing warehouse area, managing backroom and stock room inventory, Restocking shelves and assembling store products, Operating cash register completing customer purchase. CCIS Dakar - Senegal Dakar Senegal (West Africa) Nov 2003- Aug 2010 Desktop Support Analyst

Responsibilities:

Install, test and configure new workstations, peripheral equipment and software for the local computer on-site.

Install Configuring and Managing Windows 2003 and 2008 server. Install, configuring and Managing Active Directory.

Migrate windows XP to windows 7 (more than 100 PC).

Manage PC setup and deployment for new employees using standard hardware, images and software

Install, test and configure new workstations, peripheral equipment and software

Perform timely workstation hardware and software upgrades as required

Installed and maintained entire computer networks, Installed and repaired software. Installed and replaced PC hardware.

Configured and tested all necessary network platforms for company.

Managed all aspects of several network implementations including network planning, design, testing, documentation, deployment and maintenance of Windows based system.

Managed daily company operations and client accounts. Network Administration

Responsibilities:

Installing Windows server 2008 on HP ProLiant DL 110, Manage active directory, Assign users and computers to proper groups in Active Directory (add, delete, disable user )

Modify configurations, utilities, software default settings, etc. for the local workstation

Define security rule on Microsoft ISA Server 2006, Build, install network cable (UTP cat 5) in new locations in the Company Are.

Dixinn G@te Guinea (www.dxgate.com) Conakry - Guinea (West Africa) Dec 2001 - Jul 2003 Network Technician and Desktop Support

Responsibilities:

Install and configuring Windows 95/98/2000/XP and Windows 2000 Server.

PC assembly, Install windows 2000, Microsoft office and training.

Managed IT staff, all internal servers, email system, phone system, network, IT inventory & purchasing.

Provides first level support to minimize interruptions in computer systems.

Provide helpdesk support and resolve problems to the end user’s satisfaction

Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.

CERTIFICATIONS:

CompTIA A+, CompTIA Network+, CompTIA Server+

CCENT - Cisco Certified Entry Networking Technician

CISCO - CCNA Routing and Switching.

MTA 98-366 Networking Fundamentals

MTA 98-349 Windows Operating System Fundamentals

MTA 98-365 Windows Server Administration Fundamentals

MTA 98-367 Security Fundamentals

ITIL® Foundation

CERTIFICATIONS IN PROGRESS:

MCP (70-685) Windows 7, Enterprise Desktop Support Technician

CompTIA Security+

CISCO - CCNA Security)

EDUCATION:

MyComputerCareer (Technical Institute) – Westerville OHIO 2014 - 2015 (Full time)

Information Technology Systems Administrator

CISCO - CompTIA and Microsoft Certification program. SUP’INFO- IT Academy - Dakar- Senegal

2005 - 2006

Computer Networking and Security

Lycee A/ Cabral Fria (Guinea)

1990 -1993

High School Diploma (Mathematics)

References: Upon Request.

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