Provide day-to-day support for end user hardware and software needs and project-based support onsite. Responsible for providing routine, technical support and maintenance for desktop, laptop, telecom and network systems including hardware, application software, operating systems and connectivity. Responsibilities include troubleshooting hardware and software issues and documenting resolution and support as needed in addition to installing, configuring, and updating end-user desktop and laptop software with support as needed. Prioritizing and escalating issues when appropriate, using knowledge transfer forums to identify and resolve problems as well as contribute to all phases of desktop and telecom support, including coordination, monitoring, tracking, and resolution, related to client installations, upgrades, software, hardware, operating systems, and operating system configuration issues. Perform telecom moves, adds and changes (MAC work) for end users with limited support. Reimaging and updating PCs utilizing VA Imaging system currently PXE-Boot. Coordinating with Network and Server administrators in troubleshooting user issues. Federal Support applications utilized: Vista, MIMS, Cisco-ISE, Vault, Active Directory, dBAT and SNOW.

Provided day-to-day technical support for end user hardware and software needs and project-based support onsite. Responsible for providing routine, technical support and maintenance for desktop, laptop, telecom and network systems including hardware, application software, operating systems and connectivity. Responsibilities include troubleshooting hardware and software issues and documenting resolution and support as needed in addition to installing, configuring, and updating end-user desktop and laptop software with support as needed. Prioritizing and escalating issues when appropriate, using knowledge transfer forums to identify and resolve problems as well as contribute to all phases of desktop or telecom support, including coordination, monitoring, tracking, and resolution, related to client installations, upgrades, software, hardware, operating systems, and operating system configuration issues. Perform telecom moves, adds and changes (MAC work) for end users with limited support. Reimaging and updating PCs and Thin Clients utilizing VMWare applications. Coordinating with Network and Server administrators in troubleshooting user issues. Support applications utilized: HPDM, Impravada, Lansweeper, Cerner-Olympus, SCCM Imaging, Apple OS –Imaging (Airwatch), and Remedy.

As an Internal Communication Technician, I am responsible for providing a wide range of technical support services related to imaging desktop PCs and laptops using SCCM/MDT (Microsoft Development Toolkit), installation of applications and device drivers utilizing Marimba and troubleshooting of compatibility issues. In addition, I also perform troubleshooting and correction of issues of computers down to component level including hard disk drives, RAM, power supplies, NIC cards, motherboards, and processors using Power Scripting Tools (PSTools), Dameware, BMC, Remote Desktop Connection, and LDAP (Lightweight Directory Access Protocol). Significant accomplishments include:• Completed the full installation of Microsoft Office 365 Suite on all computers company-wide.•Assisted in upgrade of companies PCs and Laptops to Windows 10• Setup and testing all computer’s features for all employees including executives, prior to distributing equipment.• Addressed various issues related to data security and performance by removing malware and viruses from computers, restoring hardware and software performance to usable levels, and correcting registry issues. • Effectively loaded various user applications to company computers nationwide using Marimba 9-Client Management application and ESD.• Completed the setup of all company printers and loading of printing software within desktop PCs and laptop computers, along with the setup and maintenance of “scan to folder” abilities of various enterprise printers from Xerox, Ricoh, Brother, and Canon.• Assisted in the installation of Cisco Enterprise switches and routers, as well as the setup and testing of wireless connections• Built the company’s system of Ethernet cables, and facilitated the installation and troubleshooting of RJ45 and RJ11 jacks, Cisco VOIP phones, Avaya softphone software, POTS lines in various buildings, dumb terminals (VT-100, VT-320 ADDS terminals), Nortel and Meridian systems, and multi-function phones.

As a Uverse Technician, I was tasked with orchestrating technical support and administration of the company’s infrastructure covering business computer systems, phone systems, access control systems, software, printers, and file servers. Other duties include monitoring and updating local trouble tickets in order to resolve issues as quickly as possible.

Having operated my own real estate brokerage firm, I was in charge of all administrative and business functions including strategic planning and growth of the company’s property portfolio, and setup and management of IT services and infrastructure. In addition, I also managed a network of brokers, landlords, and developers, and conducted evaluation, analysis, and negotiation of business terms to ensure maximum profitability.

For five years, I served as an ADSL system administrator in Verizon’s Advanced Data department of the Enhanced product group. In addition, I also worked on Layer 2, frame relay, and ATM switches, and performed permanent Virtual Circuit and DLCI programming and testing, as well as Fujitsu DSLAM and Alcatel ASAM maintenance.