Qualified Advanced Technical Support Specialist with 10 years of helpdesk and customer service experience. Provides comprehensive desktop support on both Windows and Mac systems. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Work History
Tech Support - Audio/Visual Technician
AVSolution
Washington, DC
02.2021 - Current
Set up, configured and maintained any technology needed for corporate clients (TVs, Monitors, Wi-Fi, Printers, etc.)
Installed and configured multifunction network printers to client specific needs following information security best practices
Provided support for advanced authentication solutions such as CAC/PIV on multifunction printer devices
Monitored and repaired audio, video, control systems and video conferencing equipment.
Interfaced with customers to explain operation and instill confidence in installed systems.
Commended by management for continuous punctuality and superior performance.
Systems Admin - Technical Support Specialist
Epiq Global/ Ballard Spahr Law-firm
, Washington
10.2019 - 02.2021
Provided onsite networking
Provided IT onboard training for new employees to insure a seamless transition into the company
Assigned users to proper groups in Active Directory/Group Policy for security compliance
Managed and Deploy Windows images over PXE network boot and set up workstations for new hires
Provided support, troubleshooting and training for Microsoft 365 application and Cisco Systems
troubleshoot and supported all video conferences and Zoom meetings to ensure smooth business operations
Coordinated technical communications and instructions to improve organizational IT effectiveness.
Provided faculty and staff with security software and network configuration support.
Managed and monitored installed systems for highest level of availability.
Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
Resolved issues related to operational components for LAN, WAN and voice systems.
Maintained network infrastructure consisting of Windows, Mac and virtual products.
Assisted IT staff on troubleshooting issues and closing calls.
Consulted with clients to align future software development with customer priorities.
Developed complex solutions to all business problems along with customer engagements by detailed analysis, negotiation and coordination with main decision makers.
Offered software-related technical support through various communications channels.
Performed technical support and troubleshooting services to optimize system performance.
Responded to requests-for-service, generating resolution based on knowledge of technical industry.
IT Administrator - Help Desk
Vital Tech Marketing
Los Angeles, CA
08.2014 - 09.2019
Spearheaded creative digital campaigns to support marketing initiatives and social media growth
Managed digital advertising and social media campaigns
Collaborated with tech partners or digital initiatives and served as first point of contact for any IT request
Forged relationships with small business and established repeat and long term customers
Designed websites using WordPress and customized their themes using HTML, CSS, and JavaScript
Administered marketing calendar and posted new content to coincide with new product and service releases.
Spearheaded client meetings to determine project needs and professional requirements and identify correct course of action enhance client success.
Discussed SEO needs and optimized strategies for short- and long-term campaigns.
Network Administrator - Help Desk Consultant
KanKouran INC
Washington, DC
05.2010 - 08.2014
Maintained network hardware and software and monitored network to support network availability to end users.
Performed day-to-day LAN and WAN administration, maintenance and support.
Configured networks for smooth, reliable operation to meet business processes and objectives.
Implemented firewalls and other network security measures to minimize data loss.
Assigned users and computers to proper groups in Active Directory/Group Policy
Manage and Deploy Windows images over PXE network boot and set up workstations for new hires
Troubleshoot, repaired, and installed computer systems as well as configured and deployed SOHO servers
Planned annual budgets to fund IT projects and control spending.
Recommended development of plans for systems development and operations.
Personal Help Desk Consultant
Volunteer Work
Laurel, MD
Resolved diverse range of technical issues across multiple systems and applications for end-users across local community.
Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and blue-tooth.
Explained security measures in simple terminology to help users understand malware and phishing threats.
Researched product and issue resolution tactics to address customer concerns.
Education
Software Engineering / Full Stack App Development
General Assembly
Los Angeles
05.2001 - 05.2022
Associate of Science - Computer And Information Sciences
Howard Community College
Columbia, MD
05.2020 - 05.2023
Skills
Hardware/Software Troubleshootingundefined
Certification
A+
Timeline
Tech Support - Audio/Visual Technician
AVSolution
02.2021 - Current
Associate of Science - Computer And Information Sciences
