Experience:
IT Specialist – Department of Veterans Affairs 03/2021 – Present
Responsible for tracking and maintaining asset and equipment records of over 5000 devices.
Diagnosing and resolving problems in response to customer reported incidents as assigned on Service Now.
Managing moves and installations of IT equipment to assure coordination of IT support and customer service.
Providing feedback on problematic trends and patterns in technical support to team leads and/or supervisor.
Developing and maintaining problem tracking and resolution databases ensuring accurate records are filed.
Installation and configuration of VA approved software applications in accordance with VA Technical Reference Model.
Provide onsite troubleshooting and support to end users with hardware/software issues.
Use software such as Microsoft Teams, Cisco WebEx, IBM BigFix, and remote desktop tools to remotely troubleshoot and assist end users.
Use tools such as Active Directory, Microsoft Exchange Server 2019 Management Tools, and Microsoft Identity Manager to troubleshoot end users’ account
Desktop Support – RFCUNY (HRA) 01/2019 – 03/2020
Provided Internal tier one support for the hardware and software issues of over 200 end-users across 3 different location.
Resolved issues such as no internet, networking connectivity, printer and new pc installations.
Serviced multiple end users daily through the assigned ticketing system.
Configuring and installing the hardware and software and determining any associated issues. Assist and troubleshoot mobile device management Work as a team with Helpdesk...
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