Edina Carter
Clinton,MD
Summary
Over 30 years’ experience in solving electronic, electrical and mechanical problems. Skilled in troubleshooting, repair (Windows 11,10, 8/7, XP, Vista) and issue resolution of hardware and software problems. Skilled in Retail Service/Customer Relations troubleshooting of hardware and software issues. Assist in employee training of new technology usage. Proficient in workstation setups, Migrations & deployment’s Windows 10 to 11. Astute Desktop Support Specialist with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
28
28
years of professional experience
5
5
Certifications
Work History
Service Desk Specialist
US Dept. of Army
12.2021 - Current
- Provides first contact and incident resolution to customers with hardware, software, and application problems
- Includes both customer telephone support as well as electronically submitted requests
- Provides polite and friendly customer service
- Attempts to resolve as many incidents during the first contact, or at Tier II
- Efficiently escalates incidents to higher Tier III when required
- Documents incident status and solutions in incident database tools
- Possesses current working knowledge of computers, printers, laptops, and common windows applications
- Works through various types Tier II issues with telephone assist
- Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
- Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support
- Possesses comprehensive knowledge of desktop operating systems and applications
- Perform STIGs & IAVA implementation for system devices; perform imaging of systems, CERP replacement, etc
- Interact with customers on a daily basis to provide guidance on procedures concerning account requests, e-mail, home directories, file access/storage, and other local procedures as required to ensure mission success
- Perform Level I/II Active Directory functions such as unlocking accounts, creating and issuing accounts, etc.
Senior Service Desk Specialist
Department of Justice
02.2021 - 11.2021
- Performed installations, maintaining, and administering desktop computer systems and associated peripherals including printers, monitors, switchboxes, business application software, and various operating systems
- Install desktops, portable computers, peripherals, and software products for networked, classified and unclassified, and standalone environments
- Detect, diagnose, research solutions, and resolve desktop and portable computer software and hardware failures
- Provide users with information, guidance, and instruction on use of desktop and portable computer hardware and software
- Analyze and assess customer service requests and provide prompt technical solutions
- Conduct IT audits as assigned, in compliance with policies governing the administration, utilization, and acquisition of desktop and portable computer products
- Prepare progress/status reports and submit to team leads as required
- Utilize trouble-ticketing software for opening/updating/closing tickets in a timely and appropriate manner
- Identify and document areas for process improvements
- Contact and effectively communicate with users by telephone, electronic communications, or in person
- Prepare equipment for reuse or surplus of property actions
- Provide technical support for customers assigned to remote locations as required
- Perform software and hardware upgrades and installations involving multiple computers, printers, multi-printers, and peripherals
- Coordinate the disassembly and reinstallation of IT equipment in support of office relocations and new buildings/locations.
Desktop Support Specialist Refresh Technician
Arlington County Government
01.2018 - 03.2019
- Provide technical support of PC’s in a Windows environment, which includes installation of approved software as well as the diagnostics of hardware and software problems encountered by the end-users
- Work with external vendors to resolve hardware and software issues
- Manage various types of medium-to-complex project initiatives, upgrades and maintenance activities
- Monitor our support call queues for new support calls and respond accordingly
- Troubleshoot system/application issues of medium-level complexity and escalate issues accordingly
- Develop utilities to streamline standards and deployments methodologies
- Install software requested by the business
- Support Moves, Adds and Changes related to our contact center environment
- Work with end-users to develop and understand their business requirements
- Windows 10 and Office 365; Lenovo laptops and associated docks/cables/adapters; Active Directory; SCCM; OneDrive; ticketing systems (Cherwell); computer imaging (PXE); mobile device management (Intune); conferencing technologies (GoToMeeting, WebEx)
- Basic Server Skills, SCCM troubleshooting SCCM deployment failures, task sequence problems, OSD errors and SCCM components errors
- SAS and R; Skype enterprise voice; MS Teams
- A proven/demonstrated ability to learn and troubleshoot new technologies as they arise
- Perform PXE initiated, multicast, bootable media, stand-alone media and pre-staged media deployments
- Hands on break/fix
- Troubleshoot hardware, software and LAN issues, Windows 7, 10 and office 365
- Windows 7 to 10 deployment & migrations using MDT, SCCM
- PC configurations & Mobile devices for new hires
- End user data backups
- Travel to various locations throughout the county to perform PC Replacements with use of company vehicle.
Desktop Support Analyst
U.S. Department of Homeland Security
09.2016 - 02.2017
- Answer telephone calls using 8x8, e-mail requests, and web requests for: Hardware service, Software service, Network service, Video Teleconferencing (VTC) service, Voice Communications services, Conference Bridge Services, General Inquiries, Blackberry/iPhone Service, File/print server support, Network/LAN connectivity, Active Directory, 8x8 software
- Create tickets for each request and attempt to resolve using authorized technical capabilities
- If unable to resolve, escalate and reassign tickets to the appropriate support queue
- Monitor progress of tickets, communicate the status of the tickets to users via email and/or phone, and indicate the communication in the tickets
- Coordinate all user requests for problem resolution and hardware maintenance
- Interface with Tier 2 and Tier 3 level support groups: Tier 3 applications located at DHS Data Centers
- Documents and submits approved documentation for all Installs, Moves, Adds, and Changes (IMACs) to ensure maintenance of an up-to-date Configuration Management Database (CMDB)
- Provide technical support for hardware (desktop, laptop, etc.) and peripherals, software (COTS, GOTS, Web, Antivirus, etc.), network (hardware, software, etc.), Voice over Internet Protocol (VoIP), audiovisual display systems, analog and wireless technologies in a multi-tenant, mission critical government facility with unclassified and classified environments
- Citrix, Symantec EndPoint & Bitlocker Encryption, Microsoft Internet Explorer 10 and above
- Monitor service requests to identify trends that would point to significant network outages and communicate them to the Government in real time
- Manage customer service and performance against Government-approved thresholds
- User Profiles - Update and create profiles in the Remedy System, create Goodpin
- Utilize processes, procedures, and automation to allow the best possible cost effective approach and workload to meet the Government’s priorities, requirements, and objectives as stated in the SOP
- Imaging, Remedy ticketing system
- Schedules and coordinates customer desk side support and installs upgrades with designated representative(s)
- Printer installation, troubleshooting and maintenance; minor office reconfigurations.
Tier 2 Technician
EPA
02.2014 - 08.2016
- Addressing and correcting any hardware, software or connection issues
- Supported Desktop and Laptop users and solves problems with Microsoft, Adobe, Roxio, Novell client, Bomgar, Teamviewer, Logmein, and other deployed software
- Resolved problems through customer education, training and direct assistance
- Ensuring backup, recover and data restoration from workstations for customers during upgrades or when a problem with the system is diagnosed
- Responding and correcting printing and all other peripheral issues as they arise
- Provide phone and in-person support to users for various systems, including e-mail, LAN/WAN, user account administration, active directory, standard desktop images and applications, COTS and GOTS applications, Remedy ticketing system
- Served as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems
- Captured data and restore data using defined procedures
- Imaged systems according to defined procedures
- Migrated user data from the legacy system to the new system
- Unloaded and organized inventory received
- Conducted quality assurance measures to ensure accurate work
- Provided excellent customer service to all employees
- Reported any issues that delay the process immediately
- Tracked and completed systems asset data and report daily on productivity
- Data Encryptions using Bitlocker or PointSec
- Experience with imaging assets by PXE boot or USB device
- Knowledge of network equipment and network connectivity
- In-depth product, technology, industry or services knowledge as related to Windows 7
- Ability to communicate effectively and professionally, while accurately reporting information back to the team in written format
- Well rounded skills on network, cabling, server, printer, and workstation installation
- Accuracy to gather, record, and report asset information detail
- MAC requests, and inventory
- VDI zero-client installations.
Help desk/PC Tech
Capital One
01.2011 - 08.2013
- Assisted with Windows 7 Migrations from Windows XP to Windows 7, swapping the computer and then running through a check list including launching certain apps, installing printers, migrating data etc
- Tasks included things such as replacing workstation/PC on user’s desk and reconnecting all cables/peripherals, launch and test basic functionality for all core applications, configuring Outlook/Word/Excel, installing printers, backing up and restoring local files, and configuring screen resolution, etc
- Provided onsite IT support of the image installation and post image configuration of client computers for end user operation for Capital One
- Reimaged end user machines by downloading the image through the company network from the image servers
- Managed desktop and laptop images using SCCM
- Install, configure and deliver, and setup PCs/Laptops, switches, routers
- Support current common COTS software including Microsoft Office, third party software applications and PointSec encryption, Zenworks Imaging Utility, Lotus Notes & Remedy
- Ran each computer through a diagnostics script to verify hardware functionality prior to image installation
- Execute disk encryption wipe and disk reformat prior to new image installation
- Performed the repair and/or replacement of defective computer components, lifecycle deployment, customer backups, using Active Directory
- Verified proper image installation through post image process checks and configuration
- HP Software Ticketing System.
IT Technician
Animas Inc.
01.2009 - 01.2010
- Provided onsite IT support of the image installation and post image configuration of client computers for end users
- Reimaged end user machines by downloading the image through the company network from the image servers
- Provided phone and in-person support to users for various systems.
PC Technician
Lockheed Martin
01.2007 - 01.2009
- Assisted IT department primarily analyzing, troubleshooting, & repairing computer systems; installation of hardware and software and computer peripherals
- Documented, maintained, upgrades providing telephone troubleshooting for issues involving Microsoft Operating System, Productivity Suites (e.g
- Microsoft Office), proprietary software, remote connection (dial-up, broadband, wireless, VPN), printer configurations, account resets, PC and printer hardware, as well as other basic IT support issues.
Sr. QA Inspector
Orbital
01.2004 - 01.2006
- Identified color code and part marking of components, work from schematics, engineering drawings, and engineering change notices, examine the layout and installation of wiring, cables, subassemblies, hardware, and alignment of parts and components to detect assembly defects
- Completed appropriate documentation, including inspection records and non-conformance reports as necessary
- Notifies production personnel of non-conformances observed, and follow established operating procedures
- Examine items for compliance and workmanship standards
- Reviewed all associated paperwork for completeness, proper revision and compliance purchase order
- Responsible for accepting, rejecting, incoming items when received
- Performed related duties as assigned or required such as assemblies, subassemblies, components, and parts for conformance to specifications
- Perform routine visual Mechanical and electrical checking on incoming components, perform dimensional measurements
- Compare items received against the purchase order compliance for quantity and specific compliance.
Technician Level II
Best Buy Corporation
01.2002 - 01.2004
- Provided customer assistance during check-in and check-out
- Demonstrated product and customer education during check-out
- Performed cash repairs
- Verified problems for every product checked-in
- Contacted customers regarding units in the Customer Communications Queue
- Contacted customers when item is repaired or returned from the Service Center
- Informed customers of the status of the unit
- Answered telephone inquiries regarding the status of repairs
- Performed advanced repairs, setups, upgrades and installations
- Answered questions regarding product installation and operation
- Offers estimate on time of work completion
- Educated customers to prevent similar problems
- Provided proactive customer communication for estimate approvals, and delays
- Assisted in the training of and oversees product repairs completed by Technicians Level I
- Acted as final quality assurance check as requested.
Senior Technician
ImagelZEverthing
01.1999 - 01.2002
- Information Technician maintaining network integrity and PC workstation performance
- Configured set-up and diagnosed performance of workstations
- Performed hardware diagnostics and routine moves/changes
- Performed basic software troubleshooting/diagnostics
- Load application software on single user operating systems
- Troubleshoot & respond to user questions
- Track/update open calls and/or escalate problems
- Provided PC peripheral installations
- Archived PC workstation environments
- Troubleshoot end user's hardware and software issues
- Appraised upper management on new technology and advise on new equipment and software upgrades.
PC Technician
Northrop Grumman
01.1997 - 01.1999
- Formatted PC’s
- Installed Operating Systems and network printers
- Serviced AS400 and PC’s, printer’s laptops
- Performed troubleshooting on network PC’s and software issues.
Help Desk Technician
Northrop Grumman Hanover
01.1996 - 01.1997
- Data & Network operations
- Network Monitoring (WAN) and Month end print processing
- Computer & printer troubleshooting and various related duties
- Diagnosed and repaired varying PC computer systems
- Installed and setup hardware and peripherals.
Education
Business Information Systems
Virginia State University
Petersburg, VAComputer Science
Tidewater Community College
ChesapeakeSkills
IBM/MAC Computers hardware and softwareMicrosoft Application SuiteMicrosoft Windows XPVistaWindows 7/8/10 Migrations & deploymentsWindows Server2003/2008/2012/2016 HTML/Web designData & Network OperationsSataIDE & SCSI interfacesCorel Office SuiteEthernet cables Internet and IntranetNovell Netware 4x or higherOscilloscopes and Soldering StationVoltmeter and MultimeterComputer test componentsElectronic cleaning equipment and solutionsElectronics repair and diagnostics: receiver, CD/DVD, mini disc player, VCR, TV and tape deck, Sony test panel, Power Supply, Post Card and Probes, Credit Card Imprinter, Cash Register, STAR system Telxon, Mobile devices8x8 Call Center Software
Incoming Call Management
Problem-Solving
Account Administration
Hardware Evaluations
Written Communication
Equipment Inspection
Knowledge management
Staff education and training
Multitasking
Service Desk Team Management
Help Desk Support
ITIL Knowledge
Service Schedule Coordination
Organizational Skills
Adaptability and Flexibility
Excellent Communication
Support Services
Online Chat Support
Remote Support
Technical issues analysis
Technical Documentation
System Administration
Application installations
User Support
Hardware support
Customer service expert
Customer Needs Assessment
Attention to Detail
Hardware diagnostics
User Training
Escalation management
Data Backup and Recovery
Problem-solving aptitude
Vendor coordination
Supply Management
Hardware and Software Configuration
Customer Communication and Empathy
Continuous Improvement
Report Preparation
TCP/IP
Computer Diagnostics
Error Detection
Hardware and Software Repair
Employee Computer Support
System optimization
Multitasking Abilities
Decision-Making
System Configuration
Professionalism
Guest communication
Interpersonal Communication
Self Motivation
Tracking and Documentation
Coaching and Mentoring
Highly Professional
Laptop Servicing
Incident Management
LAN/WAN
Relationship Building
Mobile Device Repair
Hardware upgrades
Software Installation
Application support
Microsoft Certification
System Maintenance
Friendly and Patient
Certification
A+ Certified
Clearance
TS/SCI/Poly/SAP, 07/01/21, Active Security Clearance
Timeline
Service Desk Specialist
US Dept. of Army
12.2021 - Current
Senior Service Desk Specialist
Department of Justice
02.2021 - 11.2021
Desktop Support Specialist Refresh Technician
Arlington County Government
01.2018 - 03.2019
Desktop Support Analyst
U.S. Department of Homeland Security
09.2016 - 02.2017
Tier 2 Technician
EPA
02.2014 - 08.2016
Help desk/PC Tech
Capital One
01.2011 - 08.2013
IT Technician
Animas Inc.
01.2009 - 01.2010
PC Technician
Lockheed Martin
01.2007 - 01.2009
Sr. QA Inspector
Orbital
01.2004 - 01.2006
Technician Level II
Best Buy Corporation
01.2002 - 01.2004
Senior Technician
ImagelZEverthing
01.1999 - 01.2002
PC Technician
Northrop Grumman
01.1997 - 01.1999
Help Desk Technician
Northrop Grumman Hanover
01.1996 - 01.1997
Business Information Systems
Virginia State University
Computer Science
Tidewater Community College