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Client Services Specialist (css) Resume

Herndon-reston, VA

PROFESSIONAL SUMMARY:

  • Over 20 years of diverse experience in information technology realm has helped me to develop excellent professional skills in network and desktop support tiers I, II, and III. I have worked independently and as a team member with an emphasis in the field of installing, managing, and troubleshooting computer networks and hardware.
  • My primary goal is to obtain a career - oriented position providing opportunities for advancement by utilizing my professional experience and training to meet the goals of an organization.
  • Excellent written and verbal communication skills, teamwork, customer focused, problem solving, quality initiative, takes ownership, ability to work under pressure effectively on multiple activities concurrently and plan, organize, and prioritize.

TECHNICAL SKILLS:

  • Basic Electronics and Microprocessor Technology
  • Circuitry and Digital Electronics
  • IFR s
  • Microprocessor Technology
  • Troubleshooting Devices
  • Static Testers
  • Multiplexers & Signature Analyzers
  • Built and repaired Dell, HP File Servers, LANS, Cisco 2960,4900 Routers, 6500 series switches & TCP/IP Networks
  • Windows and Mac operating systems
  • DHS ICE Virtual University Web Security
  • VMware
  • VMsphere OS: Windows 7, Vista, 2K, XP, ME, NT, 98/95 MS-DOS
  • Novell Networks
  • Software: MS-Outlook, Lotus Notes, SAP, Citrix, TOAD, JAVA, MS-Office, VB, IE, Quota Advisor 4.0, Symantec Products, Ghost Imaging, Backup Exec, Remedy, Peregrine, Tivoli, and CMIS ticket systems, HP service, iServe CS2, BI (Business Intelligence), Oracle. FPE and Exchange EdgeBlackBerry & Apple wireless devices
  • Active Directory group creation, security, user accounts privileges
  • Print queues and creation administration
  • Altiris

PROFESSIONAL EXPERIENCE:

Confidential, Herndon-Reston, VA

Client Services Specialist (CSS)

Responsibilities:

  • The Client Services Specialist role revolves around IMACs (Installs, Moves, Adds, Changes) and technical hardware support. “hands-on” technical role that requires good people skills along with software and hardware knowledge. Submit KB Articles, Smarthands reports. Inventory of IT supplies.
  • Analyze and resolve hardware/software problems onsite or remote operational mode
  • Design, installation, configuration and maintenance of a comprehensive IT infrastructure with a focus on Microsoft Windows.
  • Removal and installation of hardware components and peripherals
  • Installation of additional software and manually and via deployment console (Altiris)
  • User requests for technical advice and support
  • Installation and customization of client equipment, BlackBerry (BES), Printers
  • Classification of technical queries and forwarded to relevant departments
  • Documentation of customer inquiries
  • Use client security tools (antivirus, encryption, PKI Trustware)
  • Use remote support tools, and ticketing tools, Dameware, Remote desktop, HP Service Manager, Active Directory, LDAP, McAfee Encryption Manager.
  • Customizing user profiles
  • Hardware installation and hardware expansion
  • Instruction and advice to the user
  • Backup and restore of user data
  • Commissioning and network switching operations
  • Coordination with IT coordinators and users

Confidential, Leesburg VA

Systems Specialists (ATSS)

Responsibilities:

  • Install and maintain electronic equipment Network and standalone PCs associated with facilities and services required for aviation navigation to ensure a reliable, safe, and smooth flow of air traffic.
  • This involves work with radar, communications, computers, navigational aids, airport and electrical/mechanical support for facilities on and off airports within the network of the National Airspace System (NAS). It includes periodic maintenance (inspection and analysis of equipment with associated adjustments)
  • Corrective maintenance, troubleshooting, repair and replacement of malfunctioning computer equipment, and certification of computer equipment. Maintained entire facilities, including electronic equipment, electrical power distribution, emergency backup power, power conditioning systems.

Confidential, Leesburg VA

LAN/WAN Administrator

Responsibilities:

  • Under general supervision, resolves user, vendor, and contractor incidents that could not be resolved by NSC using remote control and providing technical assistance to users and team members.
  • Installs SW, modifies settings, replaces HW, etc. as required to resolve the incident. Resolves desktop and network issues to restore service on DVRS Digital voice recording system (Airborne/Ground), ERIDS, Cru-Art/CRU-X, Falcon Video reply, SATORI (video/voice replay, CIWS and CEDER Comprehensive Integrated Weather system. AD to administrator network group and users accounts.
  • Uses CM and ticket processes to document actions taken. Executes HW/SW deployment projects per the deployment plan.
  • Supports lifecycle management of IT equipment - deployment through exchange/disposal. Ensures installations are accomplished per plan, manufacturer specifications, and industry best practice, resolves technical issues, ensures issues resolved per ATO direction, and documents installed configuration. Proficient supporting and maintenance of desktop, Dell server, Cisco 2960,4900 switches and network equipment.
  • Assists with customer service and communication; performs planning, scheduling, prioritizing and coordination of project-related activities for project team members.
  • Applies experience and technical knowledge, to solve complex problems and develop improved technical process or systems. Resolves all but unique technical problems with minimal direction of management. Worked with and assisted CSMC (Cyber Security Management Center) on Remediation and TASKS related to IT security related issues, tracing un-authorized wireless devices.

Confidential, Crystal City, VA

Desktop Support

Responsibilities:

  • Provide Tier 2 desktop support to the HQDA staff consisting of over 10,000 users.
  • Performed Tier 2 hardware/software troubleshooting, upgrades and connectivity problems. Assist peers on procedures for setting up and troubleshooting, CAC cards, Blackberry and Remote Access.
  • Perform network and desktop based detection of viruses to counter/eliminate/control;
  • Ensure technical safeguards are maintained to provide controlled user access, Integrity of electronic mail, applications and user data.
  • Provide limited one-on-one desk side training for customers requiring assistance on standard software applications and/or IT equipment.
  • Train new Tier 2 Technicians.
  • Tier 2 technicians will also perform other tasks as assigned by the Program Manager, Deputy Program Manager, the IMCEN Help Desk Manager and Tier 2 Lead.

Confidential, McLean VA

Systems Administrator

Responsibilities:

  • Administrator and support of Justice Trax Application LIMS (Laboratory Information Management System) with SQL server, BO Crystal Reports XI, Oracle 10g
  • Administrator and support of IDEAL Indexing Application/DB
  • Support 60 forensic examiners and scientist on a daily basis
  • Install and configure peripheral devices, printers, Zebra and DataMax barcode scanners,

Confidential, Washington DC

IT Support/Assistant Site Lead

Responsibilities:

  • Attend daily site lead meetings and status conference calls
  • Train new technicians on the DHS environment and processes
  • Support the Under Secretary of DHS S&T and VIP’s
  • Effectively support over 5000 users, 150 indirect remote site users and congressional appointees in an enterprise environment for the Department of Homeland Security
  • Maintain Dell desktop and laptop Windows XP based workstations, Cingular and Confidential BlackBerry devices and aircards, various HP and Confidential black/white and full color desktop and copy center printers, Xerox & Lanier copy centers, HP and Fujitsu desktop document scanners and Brother fax machines
  • Utilize Peregrine ticket management system to efficiently prioritize and schedule work with end users and task peer team members to install, move, add, modify, or remove IT equipment and user accounts to include desktop computers, printers, BlackBerry and peripheral devices
  • Utilize Norton Ghost to image desktop and laptop systems and installed all necessary applications for the intended user
  • Assist users in setting up their wireless aircards and Blackberry tethering for remote access with laptops

Confidential, Washington DC

IT Client Infrastructure Representative

Responsibilities:

  • Effectively support over 4800 users, 150 indirect remote site users and congressional appointees in an enterprise environment for the Department of Homeland Security
  • Maintain Dell desktop and laptop Windows XP based workstations, Cingular and Confidential BlackBerry devices and aircards, various HP and Confidential black/white and full color desktop and copy center printers, Lanier copy centers, HP and Fujitsu desktop document scanners and Brother fax machines
  • Utilize Peregrine ticket management system to efficiently prioritize and schedule work with end users and task peer team members to install, move, add, modify, or remove IT equipment and user accounts to include desktop computers, printers, BlackBerry and peripheral devices
  • Utilize Norton Ghost to image desktop and laptop systems and installed all necessary applications for the intended user. Used Active directory to administer users accounts.
  • Assist users in setting up their wireless aircards and Blackberry tethering for remote access with laptops

Confidential, Ashburn, VA

Data-Backup Administrator

Responsibilities:

  • Responsible for all backup and restoration processes on EMC Legato Backup Servers. Providing comprehensive and dependable Legato backups and recoveries of terabytes of data on over a hundred LAN/WAN Area Network File Servers. Respond to customer data request.
  • Used Networker administrator and Networker user to perform my job duties and used nsradmin jbedit command prompt utilities to test and troubleshot storage nodes.
  • Create storage nodes, SQL restores, trained on SL8500 silo data robot.

Confidential, Fairview Park, VA

System Engineer

Responsibilities:

  • Administer and support a Windows2000/XP Network in a 3000 user network environment (Remote sites).
  • Maintain and configure HP Net Servers, IBM Netfinity Severs and Compaq Proliant Servers.
  • Implement backup for servers using Legato, Backup Exec and Arcserve6.
  • Provide management of various projects within the End User Support Team.
  • Assisted in the migration of 3000 users from NetWare 3.1/4.1 to NT 4.0. (HP Servers)
  • Assisted in the migration of 3000 users from Confidential domain to US1 domain. (Windows Migration Tool)
  • Upgraded user’s workstations from NT to windows 2000 and XP.
  • Provided system LAN/WAN and desktop troubleshooting and support to client.
  • Create monitor & troubleshoot HP and Lexmark printer queues with HP JetAdmin & MarkVision utilities.
  • Use SMS/UNC Unified remote control to monitor and maintain Windows2000, XP and NT4.0 workstations and servers in the network environment.
  • Administrated and created user accounts, groups policies using Active Directory

Confidential, Reston, VA

System Engineer

Responsibilities:

  • Provide specialized technical support of existing/developing large and complex information technology solutions.
  • Manage evaluation, design, development, implementation, testing, and maintenance/support of hardware/network and software products.
  • Deal with customers, design groups and hardware/software vendors independent and within group provides second tier resolution.
  • Support MS Windows operating system and associated MS Office systems products.

Confidential, Arlington, VA

Systems Administrator

Responsibilities:

  • Administer W2K, NT4.0 and NetWare 4.1/3.1x in a 3000 user network environment.
  • Maintain and configure HP Net Servers, IBM Netfinity Servers and Compaq Proliant Servers.
  • Implement backup for NT and NetWare servers using Backup Exec, Arcserve 6 and Legato.
  • Provide management of various projects within the End User Support Team.
  • Assisted in the migration of 3000 users from NetWare 3.1/4.1 to NT 4.0.
  • Provide system administration, LAN/WAN and desktop troubleshooting and support to client.
  • Use SMS to monitor and maintain workstations and servers in the network environment.

Confidential, Arlington, VA 8

Systems Engineer

Responsibilities:

  • Provide specialized technical support of existing/developing large and complex information technology solutions.
  • Manage evaluation, design, development, implementation, testing, and maintenance/support of hardware/network and software products.
  • Deal with customers, design groups and hardware/software vendors independent and within group provides second tier resolution.
  • Support windows operating system and associated office systems products.

Confidential, Washington DC

Systems Analyst

Responsibilities:

  • Responsible for installing, testing and modifying networked and single user PC and workstation systems and programs for use in medical area.
  • Supported the user applications and assisted in developing hardware/software specifications in LAN/PC environment to address the user’s needs.
  • Maintained network servers, cc: Mail, and GroupWise mail accounts.
  • Evaluate and test vendor-supplied software packages to determine compatibility with existing systems, ease of use, maintenance, and suitability for the hospital’s overall needs.

Confidential, Rockville, MD

Network Administrator

Responsibilities:

  • Assigned to specifically to the Chairman's Office of the U.S. Nuclear Regulatory Commission (NRC) to provide technical assistance in the operation of monitoring of communication networks and associated communication processors.
  • Used technical and operational knowledge of all communication networks, processors, protocols, circuits and cable plants.
  • Monitored troubleshooting equipment in use at sites to assist in defining and resolving problems and suggesting changes to permanently resolve them.
  • Participated in the test and implementation of new and enhanced network facilities.

Confidential, Laurel, MD

Support Specialist

Responsibilities:

  • Responsible for providing technical support to clients, hardware and software problems on a standalone and network environment using software utilities and other diagnostic tools.
  • Configure and install hardware and software for clients’ computer systems and networking integration as well as input and output devices and peripherals.
  • Maintained inventory of product sale items and in-house items. Maintained and updated technical product literature. Performed pre-sale and post-sale research.

Confidential

Radio Communications Specialist

Responsibilities:

  • Install and maintain telephone and switchboard.
  • Climb poles and construct cable lines. Recover and service cable lines.
  • Uses grid and line route maps.
  • Use lineman’s common hand tools and testing devices.
  • Locate and repair damaged wire communications system.
  • Operate switchboards and prepare, edit, transmit and route messages.
  • Install, operate, perform preventive maintenance checks and services (PMCS) and maintain cable, switchboard, and FM radio communications equipment and systems.
  • Provide Net Radio Interface (NRI) between manual and automated communications systems. Estimates time, supplies, personnel, and equipment to construct or establish field wire and FM radio communication system.
  • Assign duties, coordinate activities and shift personnel to meet workload demands.
  • Supervise and perform as a member of a team in the installation, operation, and maintenance of field telephone systems.
  • Supervise installation of FM radios, switchboards, and communications security (COMSEC) equipment.
  • Supervise message center functions.
  • Interpret maps, overlays, and formulates team wire construction requirements.

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