SUMMARY:

• Respected and self motivated professional with more than 6 years of experience managing multiple projects simultaneously.
• More than 10 years of experience providing computer equipment installation, maintenance andTroubleshooting.
• 10 years’ experience working Desktop/Laptop Hardware & Software Support.
• Over 10 years’ experience Maintaining & Troubleshooting Confidential Printers
• Over 15 years of Outstanding Customer Service Skills
• Detail - oriented, multi-tasker with strong organizational skills
• Proven ability to leverage technology and develop and deliver impactful career related content.
• Ability to work quickly as well as a dependable self starter
• I have the ability to handle multiple tasks in a fast-paced environment.
• Demonstrated ability to effectively plan, coordinate and meet deadlines of multiple projects.
• Passionate for learning new jobs and technologies.
• Honest, Reliable, and a Dependable Team Player

TECHNICAL SKILLS:

Hardware: Samsung, Compaq, Dell, Gateway and Epson PC s; Dell, Compaq Servers, Blackberry Support, IPad s, IPhones, Hubs, Routers, Switches (Troubleshooting/Installations) Printers and Faxes

Software/System Architecture: Symantec Antivirus Corporate Edition, McAfee Virus Scanner, McAfee Whole Disk Encryption, Credient Encryption Software, SCCM, SMS, Remote Desktop Tools (Dameware, VNC, Remote Desktop), Ticketing Systems (Remedy 6 - 7.6, SRMS), Nortel Virtual Private Network (VPN), Citrix, Adobe Illustrator, PageMaker, CS2-4 (Installations/Troubleshooting), Microsoft Office 2000 - 2010, Configuration Management Console, Exchange Shell, Microsoft Power Shell, GOOD for Enterprises, VDI (Virtual Desktop Infrastructure)

Operating Systems: Window 95, 98. Windows XP, Windows 8, Windows 7, Windows Vista, Windows 2000-2010 Server, Microsoft Exchange Server 2007 &10, Windows NT

PROFESSIONAL EXPERIENCE:

Confidential

Sys Admin Sr. Analyst / Exchange & GOOD Server Administrator

Responsibilities:

• Responsible for supporting The Department of Transportation
• Responsible for administrating and maintaining over 20,000 Department of Transportation users Nationwide of which 7000 are at my location.
• Provide for service delivery at a consistent level of quality and service across the enterprise.
• Responsible for maintaining uniform administrative policies and procedures.
• Responsible for maintaining a consistent Email address naming convention.
• Responsible for protection across the enterprise.
• Mailbox Creation
• External Contact Creation
• Travel Account Creation
• Resource Mailbox Creation
• Resource Calendar Management
• Distribution List Creation
• Grant/Remove Mailbox and AD Permissions
• Message tracking via Powershell and Ironport
• Public Folder Management
• Mailbox Restore
• PST (Archive Folder) Issues
• Undeliverable Email issues
• Mailbox increase
• Users not receiving email issues
• Deletion of users Mailbox
• Export Mailbox
• OWA Issues
• Run and Post Exchange, Blackberry, and Good Validation checks
• Review Database Mount status
• Monitor Exchange environment
• EMS-365 MMSSPP clean up
• Process automation and documentation
• Resolve on-going EMS-365 Issues
• Support EMS-365 Migration efforts
• Resolve on-going issues for on premise exchange environment
• Provide weekly and monthly reporting as needed
• Verify Outlook Web Access stats
• Assist with Email issues (tickets) as needed
• Managing incoming spam, virus and phishing emails on Ironport
• Managing custom incoming/outgoing content filters on Ironport
• Managing relay.dot.gov
• Manage Cisco Tickets pertaining to IronPort issues
• Review Blackberry server status (general checks)
• Review EMS Blackberry server status in the cloud
• Inactive Blackberry user management
• Monitor Blackberry server log drive free space
• Tier 3 resolution of issues from modal wireless support teams
• Blackberry 10 server change; 200932; continued configuration of options
• Blackberry 10 server change; wireless support personnel training
• Blackberry 10 server changes; user setup of test users
• Take part in EMS365 Mobility issues and discussions
• Good for Enterprise™ Server Administrator - securely manages data and devices and accelerates day one employee productivity with secure email, calendar information, contacts details, browser access, tasks management and document data. For enterprises looking for a greater level of security, Good for Enterprise supports S/MIME, securing access to the email through certificate-based authentication.
• EWS Good server monitoring and server validation (EWS Good server supports EMS365 users only)
• Good accounts creation for users with inboxes in EMS365
• Device and account troubleshooting for users on EMS36
• EWS Good server event logs monitoring as needed for accounts and server troubleshooting

Desktop Engineer

Responsibilities:

• Responsible for supporting The Department of Transportation
• Responsible for administrating and maintaining over 9000 Department of Transportation users Nationwide of which 7000 are at my location
• Provide remote support to users for network and desktop hardware and software problems
• Provides phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications.
• Responsible for the set up and deployment of new computer systems to users.
• Responsible for the maintenance of Confidential desktop, laptops, and printers.
• Responsible for adding and removing user and computers in Active Directory
• Install/update software patches as necessary.
• Installing and Repairing Software
• Responsible for keeping every user satisfied by working proficiently and cooperatively with other team members within the organization.
• Responsible for maintaining 95-100% on the Service Level Agreement (SLA)
• Working Remedy 7.6 Ticketing System
• I am Tier I and Tier II

IT Specialist Tier 2/3

Responsibilities:

• Responsible for supporting the Foreign Agricultural Services (FAS) Agency for the Department of Agriculture
• Responsible for the set up and deployment of new computer systems to users nation/worldwide
• Responsible for the maintenance of Confidential desktop, laptops, and printers.
• Set up and deployment of Blackberry’s, IPhones and IPad’s.
• Responsible for weekly data backup via Tape Library.
• Responsible for adding and removing user in Active Directory
• Responsible for encrypting all wireless devices (laptops, PDA’s, IPhones, and IPads)
• Install/update software patches as necessary.
• Responsible for adding and removing user on the Microsoft Exchange Server.
• Responsible for adding and removing user as well as reset user passwords on the Blackberry Exchange Server and Microsoft Exchange Server.
• Responsible for keeping every user satisfied by working proficiently and cooperatively with other team members within the organization.
• Responsible for maintaining 95-100% on the Service Level Agreement (SLA).
• Working Remedy 7.6 Ticketing System
• I am Tier II and III support

Sr. Help Desk Support Specialist

Responsibilities:

• Install and maintain Windows XP and 7 operating systems.
• Responsible for administrating and maintaining over 300 McGraw-Hill users Nation/Worldwide of which 125 are at my location
• Responsible for the set up and deployment of new computer systems to users nation/worldwide
• Diagnosed and repaired connectivity hardware, and software problems.
• Install/update software patches as necessary.
• Responsible for the maintenance of Dell desktop, laptops, and Confidential printers.
• Responsible for adding and removing user on the Microsoft Exchange Server.
• Responsible for the repair and maintenance of Dell desktop, laptops, and ( Confidential ) Servers.
• Responsible for adding/removing users in Active Directory (Citrix)
• Perform full and incremental backups of servers to take offsite for storage.
• Responsible for keeping every user satisfied by working proficiently and cooperatively with other team members across the world.
• Responsible for maintaining 100% on the Service Level Agreement (SLA).
• Working Remedy 6.5 - 7.0
• Working SRMS (Internal Ticketing System)
• I was Tier I, II and III Support.