Highly Self-motivated Microsoft Certified Professional committed to providing excellent computer network and hardware technical support. Offer strong analytical and problem solving skills, computer proficiency, and ability to follow through with projects from beginning to completion.
Microsoft Certified Professional (MCP)
Comptia A+ Certified
Certified Novell Administrator (CNA)
Dell Enterprise Course (Tower, Rack, DSS Servers, Network Switches)
Received April 2020
Dell Client Course (Desktops, Workstations, Tablets)
Received February 2020
HP Commercial Desktops, Workstations and Notebooks Service Course
Received February 2020
- Provide excellent customer service to 500+ Northrop Grumman employees in Linthicum Md
- Use ServiceNow and Vfire ticketing system to update, track, and successfully close customer requests
- Perform Windows 7 to Windows 10 PC refresh for NGC employees
- Install and support Windows 7, Windows 10 and Office 2016 (Outlook, Skype, Excel, Word)
- Provide remote support to customers using MECM (Microsoft Endpoint Configuration Manager) to successfully resolve network and software issues
- Troubleshoot hardware failures and replace defective equipment such as monitors, docking stations, and workstations
- Install BIOS and firmware updates for optimized computer use
- Work in conjunction with Dell and HP to order in and out of warranty parts
- Set up hardware and software in optimal configurations to improve network performance
- Maintain detailed documentation of hardware and software repair using vFire ticketing system
- Establish, repair and optimize network by installing wiring, cabling and devices
- Back up FDA employee data on regular basis, successfully restoring critical and sensitive information using Dell Migration Tool (DMT) to insure successful Window 7 to Windows 10 PC refresh
- Use Continuous Diagnostics and Mitigation Tool (CDM) from Dell to open tickets and schedule FDA employees for Windows 7 to Windows 10 PC refresh
- Configure encryption software (McAfee Drive Encryption) to eliminate security problems and protect critical FDA government data
- Setup, install and configure FDA approved software verifying licenses and versions to insure proper installation
- Provide excellent customer service to FDA employee dropping off PC for Window 7 to Windows 10 PC refresh
- Diagnose hardware failures and replace non-functional equipment such as card readers, docking stations, and patch cables
- Explain technical information in clear terms to non-technical individuals to promote better understanding
- Install and configure Windows 10 on Dell laptops
- Link computers to the network and to peripheral equipment, including switches and printers
- Deployed and configured Dell laptops for Carroll County Public Schools using imaging process
- Used diagnostic tools to identify hardware failures and replaced components not functioning
- Supported over 500 end users on a Windows based network
- Resolved printing, desktop, hardware, and networking issues using Magic ticketing system to document and monitor clients
- Performed software installs, configured laptops based on department software needs, installed network cards, and mail servers
- Addressed and resolved customer product complaints empathetically and professionally
- Gathered and verified all required customer information for tracking purposes
- Accurately documented, researched and resolved customer service issues
- Resolved printing and technical problems for customers by asking clear and specific questions
- Answered a constant flow of customer calls resolving issues in a timely manner
- Defused volatile customer situations calmly and courteously
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Fluent in Spanish (read and write)
Successful at completing new installations, updates and configuration of network components. Experienced in setting up devices, troubleshooting issues and optimizing settings. Knowledgeable about maintaining current software and hardware to meet user needs.
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Job Titles Held:
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