Experienced IT Administrator committed to maintaining cutting edge technical skills and up-to-date industry knowledge.
Over 7 years experience operating and maintaining PC hardware and software.
Self motivated, goal oriented and highly skilled in analyzing problems and proposing effective solutions.
Fast learner and team player with excellent organizational skills as well as communication.
Excellent problem-solving abilities
Excellent communication skills
Excellent diagnostic skills
End User Support/Desktop Support03/2014 to Current Unisys Tech Serv (CSS) – Bethesda, MD
Responsible for diagnosing and resolving incidents and requests from users in a timely manner.
Maintain up-to-date information in the Service Now assets database.
Install, configure and troubleshoot hardware; including laptops, printers, peripherals, network equipment.
Install, configure and troubleshoot software packages; including operating systems, software and custom applications.
Install, configure and troubleshoot telecommunication solutions; including Audio/Visual equipment, conference room equipment.
Provide first and second level support for networking and application issues; escalate complex problems to the appropriate groups or personal.
Record, track and maintain local IT asset inventory in the asset management Service Now database.
Provide training to users related to desktop products.
IMAC Tech 11/2012 to 03/2014 Unisys Technical Services (Fannie Mae) – Washington, DC
Provide 2nd level on-site support to end-users in software (Application & OS), hardware and network connectivity, IMAC activities which includes responding to client's requests for break/fix resolution, builds, adds, changes, installs, moves, and removal of old/unwanted assets.
loading and configuration of applications and device drivers; set-up of access rights; completion of all network connections.
disassembly and reconfiguration of systems for the relocation of either a single desktop/laptop or the customer's entire IT infrastructure.
installation of new peripherals and components (memory, drives, software, etc.) to existing desktops/laptops or networking environments;
configure system upgrades, such as operating systems, or desktop software refreshes.
Account Service Engineer (ASE)07/2010 to 11/2012 Xerox – Washington, DC
Perform the full range of maintenance on assigned products; includingtechnical diagnostics, software loads,repair, on-site troubleshooting, installation, removal, preventative maintenance activities, and customer call assistance.
Communicate with customers the status of their current service call using 360 ticketing system.
Ensure that the output quality meets customer requirements by monitoring device performance and making adjustments as required.
Replace consumable as required (Customer Replaceable Unit (CRU)), paper, or toner.
Check operation of equipment, clean, adjust as required to ensure optimal print quality
Support download & installation of printer drivers for end-users of network connected products.
Serves as the primary customer contact for providing all maintenance, production and supply inventory for all assigned equipment.
Conduct site inventory audits on a regular/weekly basis.
Proactively manage consumable and supplies replacement as required.
Assistant Technical Support Specialist05/2008 to 12/2011 DHL EXPRESS – Arlington, VA
Assisted lead engineer in assigned areas to meet client needs or issues as well as designed, recommend and implemented strategies for meeting client needs.
Was responsible for configuring laptops and desktops, the managing of tickets using different ticketing systems.
Traveled to various sites to perform installations as well as related deployment tasks.
Assisted users with applications such as MS Word, MS Excel, MS PowerPoint, and Outlook.
Performed troubleshooting for network connectivity issues, setting up email profiles.
Sailsbury NC (full-time) - 90 hours Major: (CIS) Computer Information Systems: General Studies2003Livingstone College-
Businesses Administration Everest College-
Microsoft Certified Professional (MCP)
Xerox - Star Performer of the quarter
AWARDS Oct 19, 2008 - DHL EXPRESS- Award for Excellence in Mission Support.