I.T Specialist, High School grad with some College. Changing major to engineering, Security+ and A+ certified, Experience working with Government/DOD agencies. 9+ years of IT support experience.
Oversaw IT support for 100s of servers, 1000s of users and 1000s of desktops and laptops. Managed and maintained a LAN running on 16 switches. Also tested application and patches before they were deployed for users. Diagnosed hardware and software failures and resolved technical issues with a 100% success rate.
•Provide over 1,000 different users a day with desktop support for DOD (Department of the Defense) applications
•Administrative support for the Contractors Verification System, and Rapids applications. Also provides technical support for over 100 more Web applications.
•Full access to SSN and personal information of Military and former Military with CAC's (Common Access Card) or Teslin (Veteran) ID's holders, with records in DEERS
•Full support and Admin rights to Rapids workstations. Assist callers with Hardware troubleshooting, and if troubleshooting is unsuccessful do to faulty hardware then I am responsible of putting in a ticket that goes over to the hardware vendor for replacement as a last resort. Also with remote access troubleshoot hardware or software myself
•Reset Application logon accounts and passwords For CAC issuers, Military recruiters, and DEERS record inquiries
•Troubleshoots Cisco client VPN connectivity issues
6 months contract
• Laptop and desktop diagnoses and repair for all dell computers
• Travel the DC, MD area to government businesses to repair defective Dell computer parts.
• Service at least 10 customers a day in a number of different locations
• Taking service request tickets and also closing them as I completed the service request
• Some parts a have fix or replaced were heat sinks, fans, mother boards, processors, casings, plum rest for laptops. Ext…
• After replacing parts sent by dell. If the problem has not been resolved or new problem occurs it is my responsibility to troubleshoot this problem. And resolve it for the customer.
• If troubleshooting does not work it is also my responsibility to call Dell to new service request ticket and new part that will resolve the problem for the customer.
• Hands on fixes that consist of using tools such as screw drivers, thermal past, wiring and Shouldering.
•Provide technical support to numerous customers daily with, in store support or help desk via phone or email
•Added system, users, groups, and changed passwords via Active Directory.
•Restored, configured, and installed operating systems and software to Dell computers including MS Office, Windows 2000, and XP
•Resolve customer complaints
•Installed and regularly used virus and spyware protection software, scheduled daily automatic definition updates and performed scans on computers
•Secured operating system, configured system and network components properly, deleted unused files and applied the latest patches
•Operated and maintained Microsoft servers and networking equipment used in conjunction with wireless communications systems required for WAN, LAN, and wireless services and applications
•Provided on-site technical service such as users, add, move, change, and provide help desk support.
•Configure & troubleshoot laptops, desktops, printers, network cards & modems
•Sales and explain All Networking Components to customers
•Train Easy Tech Associates and customers on pc set-ups, network installs and maintenance.
Courses in hardware in software repair including A+ cert , Windows 8 training, Security training including Certification. Customer Service training.
Active Directory, Administrative support, Cat5e Cat6e, Cisco, closing tickets, CA ticketing, Remedy ticketing, Heat ticketing, Hardware and software encryption, Clients support, Customer Service Skills, Computers repair including LCD's, Diagnosis, Enterprise mail, Ghost, Government, Hardware troubleshooting, help desk support, help desk, Ghost Imaging Keyboard, LAN, laptops, Lotus Notes, managing, Memory, Access, Excel, Exchange, MS Office, Outlook, Windows 7, Windows, Win7, Windows 2000, Windows XP, Migration, modems, Motherboards, network cards, network printers, network troubleshooting, Network, Networking, operating systems, OS, operating system, PC's, Power supplies, Printer, printers, processors, Sales, scanners, servers, technical support, desktop support, phone, Troubleshooting, Unisys, Vista, VPN, WAN, Web applications, wiring
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
Companies Worked For:
Job Titles Held: