Washington, DC *****
Skilled IT specialist with over 5 years of experience supporting IT departments with technical knowledge and strong time management skills. Able to troubleshoot, resolve and document help requests for desktop, laptop, mobile, network and peripheral problems. Works well in team environments and displays a strong work ethic.
AREAS OF EXPERTISE
Microsoft Office 2013/2016
Microsoft Windows 7/10
PROFESSIONAL WORK EXPERIENCE
National Institutes of Health
9000 Rockville Pike, Bethesda, Maryland 20892 September 2018-Present
Service Desk Analyst (Tier I & II support)
Administer and provide access/support to Email, Network Drive Access, and system access across the organization.
Provide remote access support via Bomgar in order to install software or troubleshoot various issues.
Provide system and network administration support for Windows, OSX, and Cisco systems.
Provide technical support for smartphones and hand-held devices.
Troubleshoot authentication technologies such as RSA Secure ID FOB and PIV Smartcards.
Troubleshoot connectivity issues relating to LAN, WLAN, WAN, VPN, and VOIP technologies.
Utilize Active Directory to modify user accounts.
Update company knowledge base by tracking and understanding emerging practices and standards.
United States Patent and Trademark Office
600 Dulany St, Alexandria, VA 22314 February 2015-September 2018
Help Desk Analyst (Tier I & II support)
Administered repairs, upgrades and completed configuration of PC's and related peripherals.
Provided remote access support via SCCM 2012 and Dameware in order to install software or troubleshoot various issues.
Recorded and track customer information for incidents, inquiries, and service requests through BMC Remedy 7.6.
Troubleshoot hardware such as printers (local and network), scanners, Cisco SOHO routers, and more.
2034 Eisenhower Ave, Alexandria, VA 22314 September 2014-January 2015
Technical Support Representative (Contract – Tier I)
Created and repaired outlook profiles.
Performed troubleshooting services concerning Microsoft Outlook 365 cloud issues.
Provided phone support in compliance with established policies and procedures in order to attain contractual Service Level Agreement (SLA) metrics.
Verified the end-users work station is in the proper Organizational Unit and installed the necessary Microsoft Office security patches required for Outlook migration.
2011 Crystal Drive, Suite 500 Arlington, VA 22202 July 2014-September 2014
Desktop Support Technician (Internship)
Installed, configured, and routinely upgraded software and hardware for end-users.
Provided technical support for smartphones and hand-held devices.
Researched, analyzed, and tested applications and system software for user compatibility.
Set up audio-visual equipment for conference calls and board meetings.
Fort Hays State University - Bachelor of Science in Information Networking and Telecommunications
CCNA – In progress
Achieve Global - Stellar Customer Service Certificate
HDI Support Center Analyst (HDI-SCA)