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Lead Desktop Support Analyst Resume

TECHNICAL SKILLS

Key Skills and Knowledge: Project Management, Project/Team Lead, DOS, Windows 95/98 and NT/2000, XP, Microsoft Office, Unix (Solaris), Media (CAT5) Cabling and PC Installation and Upgrading.

Project and Program Management: Project Team Lead, Project/Site Manager

Databases: MS Access

Operating Systems: Unix, Windows (95/98, 2000, 2003, XP)

Office Productivity Tools: Microsoft Office (i.e., Word, Excel, Access, PowerPoint), Visio, Project, & SharePoint

PROFESSIONAL EXPERIENCE

Confidential

Lead Desktop Support Analyst

Responsibilities:

  • Supervised Tier III/Tier IV Helpdesk Support Staff to provide timely, accurate, and professional technical and document support.
  • Responsible for all Helpdesk Support staff on all procedures, policies, documentation practices and technical troubleshooting of network, server, desktop and printer related issues.
  • Performed routine desktop maintenance; installs desktop software and upgrades; troubleshoots desktop applications and installs peripherals.
  • Installed, configured, and maintained hardware and software including laptops, workstations, printers, peripheral devices and user application software within a large enterprise network environment.
  • Performed server upgrades, patch installations, troubleshooting, virus scans, and testing to insure high availability of systems to operate the business without interruption.

Confidential

Project Manager

Responsibilities:

  • Responsible for supporting and assisting Sr. Management and delivery of IT support services, including Network Engineering and Operations, Help Desk, Desktop, and Information Assurance for mission & business critical services within the Department of Commerce (DoC) federal government agency.
  • Responsible for managing an IT Enterprise Network consisting of 100 users and over 200 machines and servers.
  • Responsible for developing and maintaining project schedules for each project and report updates/status briefs to leadership and ensure project goals are met through effective planning, resource allocation, risk mitigation, and timely project execution.
  • FDCC rules to Ensure IT systems are OMB compliant and secure and adopt a common standardized desktop application configuration, image management and network systems based on security standards from NIST and 
  • Used Serena as a means of configuration management and tracking the changes made to the enterprise network.
  • Coordinated monthly and quarterly maintenance patch management and asset management; use GPO's clients and configurations.
  • Used SMS to distribute and manage enterprise solutions designed for deploying various software applications including antivirus definitions to client workstations and servers.
  • Used WSUS to manage patches and updates to the Microsoft Windows XP, Windows Server 2000, and Windows Server 2003 operating systems.
  • Develop and define the project scope, project plan, deliverables, schedule, and risk analysis for each project within MS Project.

Confidential

Project Manager

Responsibilities:

  • Apply metrics to monitor performance and measure key project criteria.
  • Responsible for developing and maintaining real - time detailed project schedules in MS Project along with their corresponding tasks/phases and dependencies for each project and report updates/status in briefings to leadership and ensure project goals are met through effective planning, resource allocation, risk mitigation, and timely project execution.
  • Facilitate weekly/monthly project meetings; prepare meeting minutes, meeting agendas, action items, and discuss requirements through technical discovery.

Confidential

Project Manager

Responsibilities:

  • Responsible for management and delivery of IT support services, including Network Engineering and Operations, Help Desk, Desktop, and Information Assurance for mission & business critical services within the Department of Security Services (DSS) federal government agency.
  • Responsible for developing and maintaining real-time detailed project schedules in MS Project along with their corresponding tasks/phases and dependencies for each project and report updates/status in briefings to leadership and ensure project goals are met through effective planning, resource allocation, risk mitigation, and timely project execution.
  • Track key project milestones and adjust project plans and/or key resources to meet customer needs and requirements.
  • Responsible for managing an IT Enterprise Network consisting of 1000 users and over 2000 machines and servers.
  • Develop and define the project plan, deliverables, schedule, and risk analysis for each project within MS Project.
  • Used Serena as a means of configuration management and tracking the changes made to the enterprise network.
  • Used SMS to distribute and manage enterprise solutions designed for deploying various software applications including antivirus definitions to client workstations and servers.
  • Configuration Control Board: Discuss and make recommendation to approve/disapprove testing & implementing software patches into production
  • Schedule all Enterprise network related projects under go IA testing for security CAT I, II, III vulnerabilities for network and system certification and accreditation
  • Ensure that all vulnerabilities are mitigated and remediated via patches and/or IA tools such as IV&V testing, GAT testing, e-Retina, Patch Link and Gold Disk
  • Facilitate weekly/monthly project meetings; prepare meeting minutes, meeting agendas, action items, and discuss requirements through technical discovery.
  • Coordinate and collaborate with contractors and government personnel to indentify requirements and determine solutions to meet customer needs and expectations.

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