Richard Brefo

Hanover, MD

508-***-**** adyo0x@r.postjobfree.com

PROFESSIONAL SUMMARY

Highly skilled IT Analyst well-versed in setting up hardware and software components for users. Special skill in optimizing systems to address dynamic needs, improve collaboration and strengthen security. Eager to contribute to team success through hard work, attention to detail and excellent organizational skills.

TECHNICAL PROFICIENCY AND EXPERTISE

●Expert Desktop, Laptop & Peripheral installation, maintenance and troubleshooting

●Desktop support

●Windows 2003, 7, 8, 8.1, 10

●Knowledge of Microsoft Office Suite, Excel, Word, Visio, Project, SharePoint and Microsoft Outlook applications

●Microsoft Exchange

●Windows Server

●Windows Active Directory

●SCCM

●Telephone Technical Support

●Assists with implementing new commercial software and performs mid-level support tasks

●Troubleshooting, diagnoses and resolution of PC software/configuration problems with minimal guidance on complex issues

●Emergency Response

●IOS and Linux operating systems

●ServiceDesk, Remedy, ServiceNow, Web-based Spiceworks ticketing System

●VMware

●PowerShell

●Relationship development

●Written Communication

●Skype for business

●SLAs

●AWS

WORK HISTORY

DESKTOP SUPPORT/ SYSTEMS ADMINISTRATOR 01/2019 to Current

Integrated Cellular and Molecular Diagnostics - Greenbelt, MD

●Highly skilled in maintaining, analyzing, troubleshooting, and repairing computers/ Laptops, hardware, software and peripheral

●Provided basic level telephone support to end-user community on hardware, software, and network related problems, questions, and use

●Walked users through series of steps to determine problems encountered.

●Installed, configured, and maintained corporate laptops, printers, phones, and other equipment as needed

●Troubleshooted problems with hardware, software, networking, and other related technologies

●Relocated IT equipment including desktop computers, printers, monitors, portable data storage devices, and other general peripherals

●Connected and configured IT devices to use computer networks

●Configured IT devices for secure operation, including installation of security software, software updates, and other configurations as required

●Updated and Maintained Hardware and Software inventory details

●Logged, received and tracked trouble tickets for assignment to technical specialists for trouble tickets

●Generated periodic Reports and Metrics on help desk Service Request

●Supported over 100 on site staff with desktop issues and access

●Diagnosed hardware and software failures, communicated remediation plans to users, and provided status updates

●Active Directory Account Administration

●Configured DNS and DHCP

●Resolved user access issues and managed user accounts and security

●Administered to Create & Terminate end users and computers through Active Directory

●Created Exchange mailboxes

●Interact daily with supervisor, peer groups, and customers. Interaction normally involves exchange or presentation of information

●Carry out on-site and remote analysis, identification, and resolution of difficult support and laptop problems for end users

●Monitored and responded phone and email requests for technical support

●Utilized call tracking system to update, track and close helpdesk calls

●Answering help desk queries face to face via phone and email

●Responsible for providing telephone support to end-user community on software, and network related problems

●Audited help desk ticket logs to ensure accuracy of information on tickets

DESKTOP/WEB SUPPORT 09/2016 to 01/2019

Sunkissed Cosmetics - Alexandria, VA

●Provided remote administered desktop and software support using Remote Desktop on workstations

●Upgrading of windows 7 computers to windows 10

●Responded to troubleshooting calls to determine if calls can be resolved at Help Desk

●Logged, received and tracked trouble tickets for assignment to technical specialists •Generated periodic Reports and Metrics on help desk Service Request

●Supported site staff with desktop issues and access

●Able to identify and organize tickets according to priority

●Managed call center activities to meet service level agreements

●Followed up with existing tickets/inquiries, as appropriate

●Audited help desk ticket logs to ensure accuracy of information on tickets

●Resolved user access issues and managed user accounts and security

●Active Directory Account Administration •Interact daily with supervisor, peer groups, and customers

●Interaction normally involves exchange or presentation of factual information

●Responsible for providing telephone support to end-user community on software, and network related problems

●Highly skilled in maintaining, analyzing, troubleshooting, and repairing computers/ Laptops, hardware, software and peripherals

EDUCATION

Community College of Baltimore County

Applied Science Assoc, 06/2014

CERTIFICATIONS

●CompTIA Security+

●AWS Sysops Admin

●AWS Developers Associate

●AWS Solutions Architect Associate

●Certified Cybersecurity (ISC)2

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