Desktop Support Technician
Resume:
E:**********@*******.***
Experience
SAIC/SEC – Mobility/ Mac Technician (Contractor for the Federal Government) Public Trust Feb-2022-Present
Utilizing the ServiceNow platform, I triaged all service and incident tickets and provisioned new or replacement mobile devices for deployment hitting 100% success rate.
Using AirWatch platform to monitor the user accounts and devices ensuring all devices are in government compliance.
Utilizing apple business manager to manage physical government furnished devices.
Utilizing the ServiceNow platform triaging Mac workstation requests/tickets and resolving all Mac related issues ensuring all requests did not slip through the crack
As a Microsoft M365 Azure administrator, I managed customer access ensuring all permissions/governance are in place.
Collaborating with AT&T to provision new service/activation for new users and modifying services for a particular users who travel internationally or any specific requirements.
Imaging/provision all Apple devices (iPhone, iPad and Mac workstation) and using ServiceNow platform to ensure required applications or software are installed on each SEC user.
As the Leader of the Mobility Team, I provided training for new team members, request queue management and escalations with a 100% customer satisfaction rate.
GRSI/NIH – Desktop Support Technician (Contractor for the Federal Government) Public Trust Sep2020-Feb2022
As a desktop support technician, I support federal and contract employees at the National Institutes of Health.
Receive service request and incident tickets using Service Now.
Provide excellent customer service for users in person visits and remote sessions
Correspond with users through outlook, WebEx and MS teams.
Troubleshoot errors with outlook and other Microsoft applications. Help customers install scientific applications and manage accounts through Active Directory.
Image and Re-image Mac and PC computers with a NIH provisioned image. Troubleshoot PC and Mac hardware problems. Set up repair tickets with Mac and Dell support to have them repaired. Issue and set up loaners for customers who have computers in repair.
Deploy and set up Mac and PC computers for new users. Help customers set up their MS account, connect to network drives and printers.
Use JAMF and Active Directory to manage user accounts and computers. Use Big Fix to push software to customers computer. Use Bomgar to do remote sessions with customers.
Troubleshoot Big SUR 11.6.4 and Monterey software 12.3
Apple Inc. – AHA Senior Mac Technical Support (Tier 2) non-government employee/private sector August 2015-Feb 2020
As a Mac support senior advisor, I support all Tier 1 advisors in the Mac department, IOS, Safety, Beats by Dre and account security departments.
Coach Tier 1 advisors and provide technical resolution for escalated tier 2 issues
Utilize MDM for iPhone/Android/Blackberry devices
Provide technical troubleshooting for Genius Bar appointments including hardware configuration and software applications.
Collaborate with account security departments to monitor email, phone, server administration and manage accounts/ passwords in Active Directory.
Educate new hires, customers and staff on all iOS devices and applications
Increase customer retention and build brand loyalty with Apple services and products
Latest version of software troubleshooting software was Catalina 10.6.4
Verizon Fios Mobile Sales Associate (2020 companies) non-government employee/private sector July 2014- August 2015
As a sales representative for Verizon Fios Service, converted existing customers for service upgrades and recruited new customers to join the Verizon Network.
Provided end user and technical support for all mobile/laptop/tablet devices
Conducted 1:1 training for new hires, staff and all customers
T-Mobile Sales Consultant non-government employee/private sector March 2011- May 2013
Responsible for acquiring new accounts and renewing contracts for existing customers
Provided post-sales support for device setup, adding accounts/applications and wireless connectivity
Troubleshot multiple devices with various operating systems (ios, android etc)
Education
University of Maryland June 96-98 Associates in Computer Science
Skills
Mac/Windows Technical Support
Android/Blackberry/Apple iOS Products
Excellent Communication/Interpersonal Skills
Coaching/Training
End User Support
Mobile Device Management
Active Directory management
MS Office/Office 365 admin
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