Senior Information Technology Support Specialist

• Jan 2023 - Present

Information Technology Support Specialist

• Sep 2021 - Dec 2022

• Provides technical support and handles all user questions and issues in-person, or by using multiple remote platforms such as email, Teams video and phone, and phone conferencing.• Identifies end-user problems, research problems, isolates issues and resolves issues..• Accepts and assumes accountability and responsibility for systems issues using appropriate escalation path to ensure resolution.• Provides support to productivity and collaboration services including but are not limited to Outlook, Teams, SharePoint, OneDrive for business, MS Office Suite and GoToMeeting.• Develops, maintains and updates training materials and guidelines to include guidance for AFPM applications and websites.• Maintains end-user’s hardware and software inventories.• Recommends modifications to systems, software, and IT security standards to enhance functionality, security and end-user experience.• Onboards and offboards user accounts in Active Directory and Azure AD, and provides initial training and orientation as needed. Provisions accounts in Office 365, assigns licenses and activates services.• Supports security maintenance, including anti-virus, software updates and patch management.• Installs, configures, maintains, and supports all IT equipment including laptops, computers, printers, faxes, monitors, audio and video systems, and conference room equipment.• Provides assistance and support to the IT Director as needed. Show less

Information Technology Help Desk Administrator

• Aug 2020 - Aug 2021

• Installing approved network OS patches. • Active directory management and user administration support • Create users’ profile for the users in the Cisco call manager. • Managed of all day to day ticketing systems, supporting overseas offices • Escalated all the requests, solving/ forwarding to tire II and III for further actions • Office 365 Administration and support (Microsoft Team, E3 license, create Aliases etc.) • Create new hire (AD user account, Assign Office 365 E3 license, outlook configuration) • Imaging Desktops using windows server WDS. • Maintain inventory up to date Show less

Information Technology Support Specialist

• Nov 2019 - Feb 2020

Perform all aspects of computer set-up, installation, troubleshooting, service, upgrades, and maintenance. Analyze the client problems with Windows Client & Server operating system skills, including wireless devices and networking equipment. Contribute to smaller projects like setting up new offices, migration projects, etc. Be knowledgeable in all aspects of computer support, diligent, and analytical while possessing outstanding communication skills Assist in creating & maintaining user-facing documentation, department policies & SOPs, and IT procedures, and local PC inventory management. Become familiar with and support the software and applications used in the environment Follow maintenance protocols to ensure systems are secure and ready for users Isolate and resolve problems related to networking, access to servers, web browsers, application errors, active directory, and remote assist applications. Troubleshoot and resolve printing and password issues Perform other duties and responsibilities as assigned Show less

IT Specialist

• Aug 2015 - Sep 2019

• Improved overall network capabilities of Tetra Tech by implementing new connectivity hardware and software network configurations which enhanced customer networking access • Supported 16 regional offices with desktop troubleshooting, PC/hardware repair, networking or telephony installation and setup. • Installed, configured, and routinely upgraded software and hardware for end-users • Supported applications such as MS Exchange, Office 365, Windows 7, and Windows 10 • Managing and maintenance of Cisco Meraki Firewall Show less

ICT Change Management Officer

• Jan 2015 - Aug 2015

• Troubleshoot network equipment such as network cables, switches, routers, access points, servers, printers, users, and computers • Serve as the first point of contact for customers seeking technical assistance over the phone or email provided. • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. • Responds to telephone calls, email and personnel requests for technical support from local and field offices • Windows Server installation and maintenance Show less

IT Specialist

• Jan 2014 - Jan 2015

• Local Area Network installation and maintenance including cabling, switches, routers configuration TCP/IP, TCP/IP printing, windows network and domain services on TCP/IP. • Performed network support tasks for WAN, LAN, and Remote Dial-In clients running Microsoft Windows 7, 10, or NT Client computer hardware and application installation and configuration, • Maintenance Laptops, Desktops, MS Windows 7, 10, MS Office Pro, Lotus Notes and other mail clients • Local Area Network installation and maintenance including cabling, switches, routers configuration TCP/IP, TCP/IP printing, windows network and domain services on TCP/IP. • Performed network support tasks for WAN, LAN, and Remote Dial-In clients running Microsoft Windows 7, 10, or NT Client computer hardware and application installation and configuration, • Maintenance Laptops, Desktops, MS Windows 7, 10, MS Office Pro, Lotus Notes and other mail clients

Information Technology Help Desk

• Aug 2012 - Jan 2014

• Conducted LAN troubleshooting and support, installed and maintained windows server 2008 R2; configuring, managing and maintaining of the windows server 2008 active directory • Install and configure computer hardware, operating systems and applications. • monitor and maintain computer systems and networks • troubleshoot system and network problems, diagnosing and solving hardware or software faults • Rapidly establish a good working relationship with customers and other professionals, such as software developers Show less

Information Technology Officer

• Aug 2011 - Aug 2012

• Conducting installation and maintenance of the Windows Server • Configuring, Managing and Maintaining the Windows Server Active Directory Domain • Managing and Controlling Client Workstation • Creating and Managing the Local/Domain Users and Groups • Assisting the Manager on Active Directory in creating objects, groups, giving permissions and to approved users to access the network. • Configuring and maintaining the DNS (Domain Name Services),Configuring and maintaining the DHCP (IP Address Services) • Installing, configuring, and troubleshooting of Switches, Access Points, Printers, and Scanners • Designed the network topology and infrastructure Show less

IT Officer

• Jan 2011 - Jun 2011

• Configuration & Troubleshooting of Router, Switch, Access Point, LAN Cards, USB Wireless Cards, Firewalls and Network Attached Storage Device. • Installation of Standard Operating System, and applying IRD policy on user account. • Using Ghost software to install standard images in desktops and laptops. • Configuration of File Server, creating share folders for users, applying security policy on share folders, giving limited access to share folders. • Configuration & Troubleshooting of printer, scanner,& copier. • Making request for official email accounts and configuring emails in outlook 2007 & 2010. • Making request for Printer Toners or cartridge, and providing toner or cartridge to staff as per request. • Making paper work and keeping proper record of IT equipment. • Configuration of Endian Firewall, Creating rules, giving access, restriction on users, filtering website according to the IRD internet usage policy. • Dealing with ISP, if there is any issue of internet. • Training new staff to become familiar with IRD-AVIPA IT system. • Official travels to sub offices to provide IT support to colleagues. • Configuration of Point-to-Point system to share internet from Office to Guest House. • Weekly report to IT Director and IT Manager. • Discussing major issue with IT Director or IT Manager. • Any other task assigned by my supervisor. Show less