SUMMARY:

• Senior Information Technology Analyst with ten years experience in troubleshooting and resolving a variety of network, server, hardware and software issues.
• Experience with LAN/WAN communication networks, using Remote Access Service GoTo Assist and Dameware, with knowledge of client/server technologies, Lotus Notes, SharePoint, and Web applications. Video/Teleconference setup
• Knowledge in TCP/IP network connectivity, VPN, Active Directory, Hardware /Software upgrades such as Windows 10/7, Office 2007/2010, Outlook 365 200 7/2010 , Internet Explorer, Chrome and Anti - Virus software.
• Ghost and Mirage client imaging of hard drives, data transferring, configuration and troubleshooting IPhone software..
• Knowledge of ticket tracking software such as Remedy, HEAT, Service Now and SharePoint.
• Inventory management skills, which consist of maintaining records on company assets, purchases and repairs.
• Excellent troubleshooting skills with excellent interpersonal skills.
• Experience with desktops, laptops, copiers and printer configuration and installation

PROFESSIONAL EXPERIENCE:

Desktop Migration Engineer

Washington, DC

Responsibilities:

• Responsible for upgrading and deploying new hardware and operating systems for the Confidential. Utilized User State Migration Tool (USMT), imaged deployments using Microsoft Deployment Technology (MDT) and Windows Deployment Services (WDS).
• Utilized Active Directory (AD) for users and computers, managing domain & domain controller security policies.
• Performed application packaging from SCCM Support. Backed up user’s data and restored their profile.
• Performed quality assurance and necessary troubleshooting encountered during the operation.

Sr. Desktop Support Analyst

Arlington, VA

• Responsible for supporting all the company Executives/VIP with software and hardware issues
• Resolve complex service requests relating to company assets, mobile devices, peripherals and related applications. Video/Teleconference setup, and used Active Directory to unlock accounts and password resets. Installed and implemented software over the network to desktops and laptops using SCCM. Troubleshoot network connectivity, printer and desktop software problems. Detected and removed viruses from desktop and network drives.
• Maintained and managed IT inventory of consumables, workstation/laptops, spare inventory, and other materials for organization.

Windows 7 Deployment Technician

Glen Bernie,  MD

• Provided technical assistance in migration of client computer systems from Windows XP to the Windows 7 platform. Saved data, imaged and restored settings to new or existing computer systems. Added systems to domain, located files, and troubleshooted associated issues. Mapped network printers, installed applications and managed a nightly deployment list. Installed new workstations that included monitors, scanners, cameras, and printers and ran cabling. Troubleshooted issues regarding upgrade and provided day to day end user support. Tracking inventory and other consumables for organization

Service Desk Technician

Arlington, VA

• Documented all pertinent end user identification information
• Built rapport and elicit problem details from help desk customers.
• Prioritized and scheduled problems. Escalated problems (when required) to the appropriately experienced technicians.
• Applied diagnostic utilities to aid in troubleshooting.
• Performed PC refreshes and life cycle replacements of computer equipment
• Accessed software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Performed hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performed preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Tested fixes to ensure problem has been adequately resolved

Windows 7 Deployment Technician

Arlington, VA

• Participated on the Deployment team at Accenture Federal Services.
• Responsible for reimaging and configuring new PC’s and laptops which included transferring client’s data when necessary, and troubleshooting connectivity and data issues. Responsible for rejoining workstations to domains and providing end user support. Troubleshooted and resolved technical and complex application issues.

Technical Team Lead

Washington, DC

• Oversee appropriate setup and signoff of the client deployment site
• Work with local Scheduling Coordinator to schedule deployments
• Organize documentation for each days deployments
• Interface with users if there are issues or if the assigned technician cannot answer client queries or concerns. Record keeping, tracked assets, configuration of deployment in MDT, SCCM and Active Directory. Trained technician on deployment processes. Responsible for imaging and reimaging laptops and desktops computers with Windows 7.Transferred data, encrypted hard drives, installed software and mapped printers. Troubleshooted issues regarding upgrade and provided day to day user support in the corporate environment.

Confidential

Sr. Computer Analyst

Arlington, VA

• Responsible for H/W and S/W end user support for a community of 1300 users in troubleshooting and resolving technical and complex hardware and software issues, network connectivity and printer problems.
• Responsible for imaging and reimaging PC’s and laptops, which include data transferring, rejoining workstations to domains and troubleshooting connectivity and data issues.
• Repair defective equipment that includes motherboards, LCD screens, printer peripherals and hard drives.