Technical Support / Desktop support
Highly motivated, hardworking, IT professional with excellent organizational and people skills who listens attentively and provides well-thought out solutions in a timely manner using phone and remote online support systems. Has an extensive academic background in Information Technology with a concentration in Networking and 6+ years of experience working in desktop and network support. Well trained in hardware and software diagnostics with an addition in virus, malware, and adware removal and prevention and focus in data recovery and security. Working knowledge of office equipment with skills in configuring network hardware such as IP Phones, all in one printers, ASA's , access points, routers and modems with the company system image deployed via PXE boot or installation from USB devices.
User Training Documentation
Identify Client Needs & FulfillmentClient-focused
Mobile Device Troubleshooting
Windows & Mac Platforms
Hardware Testing & Deployment
Configuring/Install Network Hardware
CAT5 Cable Installation
System & Software Upgrades
Infection Presentation & Removal
PXE Imaging & Remote Deployment
Setup of Remote Office Kiosks
Disaster Recovery Preparation Operating Systems
Windows - NT/2000/XP/7/8 Linux- Ubuntu Mac - OSX 7/8/9/10.5/10.8
Windows Server 2003/2008/2012 Exchange 2003/2012
Cisco IP Phones/ Routers/ASA's/Switches/Servers/Access Points/Printers/Scanners/Solid State Hard drives/ SATA Hard drives/ RAM/Processors/Heat Syncs/Fans/Motherboards/Keyboards/LCD Panels
Microsoft Lync 2010/2011(Mac), Microsoft Exchange. Exchange PowerShell, Microsoft Office 2003/2007/2010/2013/, Microsoft SCCM 2012, Citrix Receiver, Citrix Server, Crash Plan Backup and Recovery, Rollback RX software, VMWare virtual machines , Oracle Virtual box, Radivision Video Conferencing/Administrations, Active Directory, Zimbra Mail Administration, Oracle
Training and development
07/2012 to Current
Entrusted with responsibility for new employee orientation of IT programs, systems and navigation of the company's internal page Install and repair computer hardware on company laptops and desktops Reinstall Operating systems Perform routine hardware and software maintenance Setup users' Exchange or Zimbra accounts on smart phones cross platforms Create and maintain user support documentation Install and configure network equipment in existing and new office locations in conjunction with networking team.
Complete assigned tickets in timely manner.
08/2011 to 01/2012
Counter Intelligence AgentGeek Squad, Best Buy － Scranton, PA
Assist customers within the Precinct's Standard Operating Platform (SOP) Provide initial contact with clients and check in products for service Perform basic testing to determine product needs and service solutions Facilitate in-store sales, upgrades, installations and service Maintain knowledge in troubleshooting hardware, peripherals, software, operating systems and Internet connections Proficiency in software installations and upgrades.
11/2009 to 01/2011
Sales AssociateHome Theater, Best Buy － Scranton, PA
Using knowledge and experience on the new technology to build trust of customer while making their shopping experience the best and giving them a complete solution.
Administrative duties- answering phones, opening/closing store, attendance at meetings.
Down stock all product to keep inventory in all systems update to date.
Meet all weekly sales goals while maintaining excellent customer service.
PC TechnicianHazleton, PA
Bachelor of Science: Information Technology Network EngineeringKeystone College － La Plume, PennsylvaniaInformation Technology Network Engineering