Primary customer service technician responsible to provide superior support for over 100 users at local and remote sites with all technological requests and concerns. Contract lead technician to ensure repair service and replenishment supplies for all network devices with Dell and Xerox. Conducted complete tech refresh of all devices tagged to be end of life to ensure functionality and warranty regulations with the conversion to an upgraded operating system. Disposed and recycled all older… Show more Primary customer service technician responsible to provide superior support for over 100 users at local and remote sites with all technological requests and concerns. Contract lead technician to ensure repair service and replenishment supplies for all network devices with Dell and Xerox. Conducted complete tech refresh of all devices tagged to be end of life to ensure functionality and warranty regulations with the conversion to an upgraded operating system. Disposed and recycled all older assets properly utilizing policy and regulations. Accounted for and documented all IT assets annually as well as new assets to be put into the Sunflower software database. Primary video conference technician to make reservation requests and setup conference rooms with user specified requirements. Created documentation and provided connection support for government issued mobile devices. Show less

Dispatched to conduct part replacements for printers, laptops and desktops. Performs troubleshooting analysis to determine further issues and to ensure that the problem is resolved. Updates ticketing system with service updates, troubleshooting steps and resolutions to give a clear description on what work was completed. Return defective parts back to the manufacturer and perform preventative maintenance to alleviate further issues.

Performs analytical, technical and administrative work in the planning, design and installation of new and existing personal computer systems and network systems that utilize Windows platforms. Works on moderately complex applications. Confers with end users to determine types of hardware and software required to include Cisco switches and routers along with uninterrupted power supply solutions. Writes programs to fulfill requirements or selects appropriate off-the-shelf software and modifies… Show more Performs analytical, technical and administrative work in the planning, design and installation of new and existing personal computer systems and network systems that utilize Windows platforms. Works on moderately complex applications. Confers with end users to determine types of hardware and software required to include Cisco switches and routers along with uninterrupted power supply solutions. Writes programs to fulfill requirements or selects appropriate off-the-shelf software and modifies to suit. May maintain or utilize telecommunications protocols. Installs new hardware and maintains existing hardware. Trains end users in use of equipment and software.Monitors Tier 1/2 server operations and performance using appropriate software applications and tools. Point of contact for all unclassified and classified enterprise systems issues, create and/or manage trouble tickets, and monitor status and report outages to Network Operations Security Center (NOSC). Utilizes VMware vSphere to setup and configure virtual servers along with Spectrum to monitor and detect changes of network resources. Show less

Coordinate projects involving multiple aspects with management. Troubleshoot, schedule and setup video conferencing meetings with multiple remote sites. Serve as primary Telephone Control Officer (TCO), responsible for addition, configuration and removal of all analog phone lines. Provide technical support to over 400 users requiring computer assistance at 5 remote sites supporting the U.S. Army Corps of Engineers mission. Conduct computer refresh upgrades to all users, implementing procedures… Show more Coordinate projects involving multiple aspects with management. Troubleshoot, schedule and setup video conferencing meetings with multiple remote sites. Serve as primary Telephone Control Officer (TCO), responsible for addition, configuration and removal of all analog phone lines. Provide technical support to over 400 users requiring computer assistance at 5 remote sites supporting the U.S. Army Corps of Engineers mission. Conduct computer refresh upgrades to all users, implementing procedures to ensure data transfer, software implementation and user configurations. Troubleshoot, coordinate and conduct warranty replacement service with third party vendors. Manage, coordinate and delegate technician workload utilizing the Remedy Ticketing System by updating information and assigning technical requests from users. Provide VTC support including managing, operating, maintaining, configuring, testing and reporting on VTC services, operating in both classified and unclassified modes and to include both fixed and portable VTC systems. Provide Audio Visual support including A/V input and output devices, operating systems software, and application software. Show less

Monitor and troubleshoot server environments to identify hardware and software issues. Maintain Windows Physical and virtual servers needed for it and development infrastructures. Responsible for running, maintaining and restoring data backups. Maintain, create and modify user accounts within Active Directory and other server user databases. Updated and maintained ticketing system with latest developments of user requests and server maintenance.

• Manage projects involving multiple aspects, funding and coordinating with management, budget and the end user in implementing the transition.• Troubleshoot, schedule and set-up video conferencing hardware for users requiring video capabilities to remote sites.• Primary telephone technician as Telephone Control Officer (TCO) responsible for the addition, configuration & removal of all telephone lines.• Provide technical support to users requiring computer assistance at 5 remote… Show more • Manage projects involving multiple aspects, funding and coordinating with management, budget and the end user in implementing the transition.• Troubleshoot, schedule and set-up video conferencing hardware for users requiring video capabilities to remote sites.• Primary telephone technician as Telephone Control Officer (TCO) responsible for the addition, configuration & removal of all telephone lines.• Provide technical support to users requiring computer assistance at 5 remote sites in support of the U.S. Army Corps of Engineers mission.• Conducted computer upgrades to all users, implementing procedures to ensure data transfer, software implementation and user configurations properly established.• Manage tickets utilizing the Remedy Ticketing System by updating information of steps performed during troubleshooting process.• Conducted diagnostics with hardware vendors to order replacement parts for laptops, desktops and printers.• Coordinated and disconnected 500 analog phones to covert to the Cisco Voice Over IP system flawlessly to ensure little or no downtime for the end user. Show less

• Trained users, setup and utilized troubleshooting procedures dealing with VideoTeleconferencing capabilities.• Consulted and made recommendations with management on hardware replacement to perform necessary tasks requested by the servicing customer.• Managed Track It trouble ticket system to ensure all troubleshooting procedures were properly• documented to assist in future common issues.• Performed diagnostic testing and replaced necessary defective parts in all computer… Show more • Trained users, setup and utilized troubleshooting procedures dealing with VideoTeleconferencing capabilities.• Consulted and made recommendations with management on hardware replacement to perform necessary tasks requested by the servicing customer.• Managed Track It trouble ticket system to ensure all troubleshooting procedures were properly• documented to assist in future common issues.• Performed diagnostic testing and replaced necessary defective parts in all computer equipment including printers, laptops, mobile/desk phone systems and desktop computers.Experience (continued)• Performed hardware maintenance, including RAM upgrades, hard drive installations, keyboard• replacements, and motherboards.• Provided superb service to approximately 500 customers in 5 geographically distantdetachments who experience computer problems dealing with software and hardware.• Submitted trouble tickets into 3rd party manufacturers to send and replace defectiveparts, including LCD monitors, motherboards, keyboards, hard drives and other requiredhardware.• Trained new personnel working within the help desk division to understand theproper procedures of assisting customers and troubleshooting issues to include replacing parts to software troubleshooting.• Worked with different divisions in troubleshooting network, phone and other services to include punching down cabling, running additional cables and contacting vendors for additional service.• Created and maintained the computer image procedures to allow quick staging of new computers onto the network.• Created and edited standard operating procedures to allow new technicians and users to follow to complete the necessary tasks. Show less

• Coordinated with multiple sites in the Pacific to ensure the highest client satisfaction.• Maintained the internal unclassified network to ensure all users are capable to perform their necessary tasks.• Updated the asset accountability database to keep all critical systems up to date with the latest security patches and virus updates• Administered computer networks and related computing environments, including computer hardware, systems software, applications software and all… Show more • Coordinated with multiple sites in the Pacific to ensure the highest client satisfaction.• Maintained the internal unclassified network to ensure all users are capable to perform their necessary tasks.• Updated the asset accountability database to keep all critical systems up to date with the latest security patches and virus updates• Administered computer networks and related computing environments, including computer hardware, systems software, applications software and all configurations.• Performed routine network startup and shutdown procedures.• Diagnose hardware and software problems and replace defective components. Show less

• Supervise, train and manage 5 personnel to provide technical and non-technical assistance to customers.• Diagnose hardware and software problems.• Confer with network users about how to solve existing system problems.• Utilized Remedy ticketing system to track work orders and troubleshooting procedures.• Prepare computers for deployment to user’s workstation seat by installation of necessary• programs and ensure proper operation.• Install computers onto the existing… Show more • Supervise, train and manage 5 personnel to provide technical and non-technical assistance to customers.• Diagnose hardware and software problems.• Confer with network users about how to solve existing system problems.• Utilized Remedy ticketing system to track work orders and troubleshooting procedures.• Prepare computers for deployment to user’s workstation seat by installation of necessary• programs and ensure proper operation.• Install computers onto the existing network and ensure proper connectivity and operation of applications with the network.• Provide superior customer service to various types of network users and ensure great satisfaction.• Provided superior service to customers who requested for hardware repair service included hardware covered under warranty programs.• Maintained shipping records for all defective computer parts and ensured proper return to the manufacturer.• Coordinated between the manufacturers and the customer, in certain cases the original diagnosis did not resolve the issue, to ensure the highest customer satisfaction.• Performed operational tests and troubleshooting procedures to ensure computer operation was back to its original state Show less

• Administered computer networks and related computing environments, including computer hardware, systems software, applications software and all configurations.• Performed routine network startup and shutdown procedures.• Diagnose hardware and software problems and replace defective components.• Responsible for maintaining backups and disaster recovery operations for 5 servers to include database, personal and system files.• Ensured software is up-to-date with the latest… Show more • Administered computer networks and related computing environments, including computer hardware, systems software, applications software and all configurations.• Performed routine network startup and shutdown procedures.• Diagnose hardware and software problems and replace defective components.• Responsible for maintaining backups and disaster recovery operations for 5 servers to include database, personal and system files.• Ensured software is up-to-date with the latest upgrades and virus updates were current.• Maintained proper spare part accountability to ensure quick solutions to casualties by ordering the parts that are relinquished.• Operate master server consoles in order to monitor the performance of computer systems and networks, and to coordinate computer network access and use.• Trained 8 personnel to manage and maintain the infrastructure network, troubleshootcomputer/software issues and replace defective parts.• Maintained an inventory of all computer equipment to ensure full accountability for each piece.• Provided superior customer service to 400 personnel as they request assistance with network, software or hardware problems.• Recommend changes to improve systems and network configurations, and determine hardware or software requirements for such changes.• Monitor network performance in order to determine whether adjustments need to be made, and to determine where changes will need to be made in the future.• Conducted daily automated information division training on procedures for responding to trouble calls, performing virus updates, weekly backups, inputting of newly assigned personnel as well as other regularly scheduled maintenance.• Installed and configured networks using both cabling and wireless technology to connect desktop computers, laptops, servers and switches.• Directly supervised and trained 8 personnel to complete any necessary spot checks andinspections allowing highest percentage of success. Show less