SUMMARY:

• Experienced Project Coordinator/Business Analyst with over 8 years Desktop Support experience. Working knowledge of Windows operating systems installations, administration, maintenance and troubleshooting.
• Experience with Software Development Life Cycle Phases (SDLC).
• Attend and Participate in IT industry and professional networks to ensure industry standards, trends and best practices are being applied within the organization.
• Agile methodology experience. Learned and support operations functions in one or more of the key business units.
• A solid background in Microsoft Office applications (Word, Excel, PowerPoint, and Outlook).
• Experience in a large multi - operating system desktop support environment. Support experience in a LAN, WAN or data communications environments.
• A working knowledge of Citrix, OWA, BES servers and iPhones.
• Experience with service desk ticketing systems including Remedy, HEAT 8.0 and FootPrints 8.0 and Service-Now.
• Expert customer relations skills; able to interact with internal customers effectively via phone, email, and in person.

TECHNICAL SKILLS:

Hardware: Computer assembling and maintenance, installing and configuring peripherals, components and drivers, configuring and troubleshooting desktops, laptops.

Software: Windows 7, Window XP, Microsoft Office Suite, Active Directory, SharePoint, Remedy, HEAT 8.0. FootPrints 8.0. System Center Configuration Manager Deploy Software (SCCM) 4.0, Easy Lobby, OMNIcast, DSX, RES management console, Java, Symantec System Recovery 2013,SQL, BoxTone Enterprise Mobility Management, LogMeIn Technician Console, Citrix, Dameware, Remote Desktop Connection, Windows Virtual PC, Service-Now, Iron Mountain Data Management and Backup, LANDesk.

PROFESSIONAL EXPERIENCE:

Confidential

Jr Business Systems Analyst

Responsibilities:

• Serves as the IT liaison for processing requests for new systems, procurements, moves, and other new build facility business unit IT initiatives. Solicit, document customers requirements, workflow processes written and visually.
• Analyzes business requirements for system requests, system upgrades, and system replacements to ensure compatibility with Dominion security standards. Responsible for all aspects of project management, assign resources, keeping projects on time, within budget, and within scope.
• Gathered requirements from users and lead the requirements gathering process.
• Facilitate Change Management meetings.
• Create mockups floor plans, matrix plans for Dominion Cove Point LNG Expansion .
• Create training, user guides and system documentation.
• Managed multiple changes to systems/reports Assists in recruitment, development and training of existing and new employees.
• Demonstrated ability to establish and maintain a high level of customer trust and confidence in the Information Technology team's knowledge of and concern for the customer's business needs.

Confidential

Senior LAN Administrator

• Support and interact with a variety of clients in a fast paced Windows 7 environment. Provides second tier support for HP and Dell PC, printers, Apple iPads, Apple iPhones and client application to over 1900 end users. Order and processes IT requests for equipment and desktop software in a timely manner.
• Repair and configure user workstations. Provide new hire IT security orientation to on boarding users on Dominion policies and procedures. Keeps an extensive inventory of all Dominion IT owned assets. Demonstrates a sense of urgency in addressing issues affecting their customer and takes ownership of the issues affecting them.
• Resolve network related issues. Implements IT Dominion policies, procedures and standards and ensures their conformance with information systems and company objectives.
• Exercises independent judgment and decision-making in planning, organizing and conducting work assignments.
• Resolves trouble tickets using CA Service Desk Manager.
• Manage user accounts through Active Directory.
• Maintain all printers, copiers, fax, and scanner equipment.
• Support or perform MS Office and Outlook configuration and troubleshooting; software installation and configuration.
• Ensure Service Level Agreement (SLA) scores are being met in all areas. Use SCCM to manage and deploy desktop software to user’s workstations.
• Provide remote support to user in the field to troubleshoot and resolve issues remotely using SCCM.
• Provides occasional functional guidance to less experienced LAN Administrators.
• Evaluates and recommends hardware, software and telecommunication equipment that meet the user's needs.
• Responsible for working company wide in multi-platform environments.
• Supports other miscellaneous electronic devices

Confidential

IT Support Specialist Tier

• Provide administrative support for the day to day operation of the IT Support Center mailbox; opening and routing tickets to proper groups.
• Provides customer support for blackberry mobile devices, RSA, WebEx, go-to-assist, citrix, and safeboot.
• Maintain knowledge of the principles, methods, and techniques used in information system troubleshooting and support.
• Maintain knowledge of related hardware and software. Resolve Network Related Issues (Internet Connectivity, Printers, and Resource).
• Monitor and respond to hardware and software problems utilizing a variety of hardware and software testing tools and techniques.
• Install and configure applications software and related hardware (such as desktops, and related peripherals like printers, scanners, drives, monitors and video teleconferencing hardware).Provide technical support and training to end-users.
• Maintain current knowledge of relevant technology as assigned.
• Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• New User orientation and assist new users in completing the IT security paperwork.
• Manage user account through Active Directory (Unlock account, Password Reset, Update Information).Remote into user's workstation via SMS Tool or troubleshoot issues at the user's location.
• Create, document updates and resolve tickets using Remedy. Perform hardware evaluations and make recommendations based on evaluations.
• Ensure Service Level Agreement (SLA) scores are being met in all areas. Assist with tier three escalations of trouble tickets.
• Provide guidance and work leadership to less-experienced technicians.
• Participate in special projects as required.

Confidential

IT Support Specialist

• Provided helpdesk and desktop support related functions for 1500 users in multiple remote offices through North America.
• Locally configure, troubleshoot, isolate, repair, and resolve HP and Dell desktops and laptop issues including hardware and software.
• Install, configure, and deploy mobile devices including Blackberry, iPhone, and iPad. Install, configure, and troubleshoot HP and Kyocera printers (network and local).
• Troubleshoot Microsoft Office, Microsoft Windows 7, and Microsoft Windows XP issues on laptops\desktops.
• Move, add, and change Microsoft Active Directory objects.
• Participate in new hire setup process and employee termination procedures. Image new desktop and laptop hardware utilizing SCCM.
• Experience with SCCM to deploy enterprise applications and internally developed software.
• Coordinate with outside IT vendors on routine troubleshooting and project work.
• Set up & breakdown equipment for presentations, conference calls and video teleconferences.
• Provided prompt support during off-hours for remote computing needs of staff.
• Maintained complete inventory of all computers & equipment.

Confidential

Desktop Support Analyst

• Repaired and configured user workstations. Submitted trouble tickets and interface with Base Operations helpdesk on user's behalf as needed.
• Assisted Base Operations Field Technicians with workstation hardware issues/resolutions.
• Maintained knowledgebase to track user issues & their resolutions to better.
• Resolved all computer related issues in a timely manner. Submitted MACs (Move, Add, Change) requests.
• Maintained all printers, copiers, fax, and scanner equipment. Maintained user/workstation asset tracking data.
• Maintained/organized all printer/fax supplies to ensure efficient use, adequate inventory, and that the printers are always available to the PMA.
• Administered and controlled access to the PMA's server share data; both on the PMA's Legacy Server as well as the PMA's share on the NMCI S: Drive.
• Ran daily and weekly backups.
• Performed restores when necessary. Posted VRamp extracts to Website.
• Administered user accounts for server and website.
• Managed groups for accessing the server and website.

Confidential

Desktop Support Analyst

• Represented the Base Operations segment of the Navy Marine Corps Intranet service (NMCI) and effectively provided on-site troubleshooting solutions to end-users on the Patuxent River Naval Air Station (PAXR).Performed desk-side Windows 2000 and Windows XP workstation support in a networked office environment and, more specifically, supporting or performing MS Office and Outlook configuration and troubleshooting; software installation and configuration; new user set up, printer and network file share configuration and troubleshooting; peripheral installation, configuration and troubleshooting; and computer/user moves, adds, & changes.
• Diagnose and troubleshoot workstation, application, peripheral, TCP/IP, and/or printer problems.
• Experience supporting MS Office products. Also, was responsible for the base-wide installation of deploying new Blackberries to users that require blackberry accessibility.
• Programmed, activated and configured blackberry to access the Blackberry Enterprise Server (BES) which is associated with the Microsoft Exchange Server to access Outlook email.
• Provided prompt and accurate technical support ensuring a high level of customer satisfaction and adherence to Service Level Agreements (SLAs).
• Was Responsible for keeping management up to date on progress and meeting navy mandated NAVAIR deadlines.
• Used the Remedy ticketing system to receive, log, and update the status of user issues.
• Proficient in using Active Directory, Element v3.0.3.5.

Confidential

Desk Side Support Analyst

• Provided second-tier support to end-users for PC, server, mainframe applications, and hardware.
• Also was responsible for all escalated issues by Tier 1 for users on floor 1 and for creating, disabling, moving and deleting new and current users of Network LAN, GroupWise and Document Management accounts using Novell ConsoleOne.
• Coordinated and relocated user’s requests when moving locations/teams and interacted with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulated or recreated user problems to resolve operating difficulties and recommended systems modifications to reduce user problems.
• Serviced Xerox, HP4350 copiers and printers and coordinated and completed Video Teleconference Setup/Meet & Greet.
• Replaced user’s damaged Laptops, Towers, Monitors, Advanced Port Replicator (APR), Keyboards and Mice and installed approved special software for users that have restricted administrative access rights.

Confidential

Tier 1 Help Desk

• Responded to a high volume of calls in a 3500 user network responding to trouble tickets to resolve user problems.
• Support experience in a Windows environment, including Novell 4-6x, Windows 95/98/2000/XP, Office 97/2000, AT&T Dialup Networking, Novell GroupWise and DOCS/DMS Safeboot Encryption Software.
• Escalated and reassigned customer request and issues to external teams for resolution if unable to resolve on first contact and is proficient with Logs calls using HEAT 8.0.
• Also proficient with taking calls using the Avaya phone system.
• Performed a variety of clerical and administrative duties pertaining to Help Desk and maintained technical publications pertaining to hardware and software products and other materials.
• Assisted groups or individuals in locating and obtaining materials and provided help desk support for web content.
• Coordinated and monitored the completion of various tasks assigned my management and apprised supervisors of the progress of tasks, identified problem areas and recommended solutions.

Confidential

Database Integrity Specialist/ Tier 2 Help Desk Analyst

• Provided basic to advance technical support to end users, including the basic operation of desktop applications.
• She worked with Windows 2000/XP, MS Office, PCs &, Dell laptops, including computer hardware, software, and desktop applications; VZAcess Manager; iPass; Lotus Notes 6.5, and Cingular Wireless. Confidential retrieved data for hard drives, enabling end user accounts and resetting passwords according to corporate polices and procedures involving Windows NetMeeting; OCC applications; e-time Navigator; OCC Mainframe.
• She provided primary telephone and on-site support to internal and external users on the OCC network and tracked caller information and related data using Remedy IT Service Management. Updated member records using IMIS 10 MBA Customer Database and ran daily Data Violation Reports by priority using MBA Business Objects.
• She contacted Members to verify and update existing information and was involved in special projects support as needed.