Lead Desktop Support Analyst Resume
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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.