SUMMARY:

• Information Technology professional with 10 years of experience driven to meet and/or exceed performance expectations.
• Results driven commitment to management goals and objectives.
• Detail oriented and focused on combining excellent communication and technical skills to be a valued asset to an organization.

TECHNICAL SKILLS:

Systems: Windows 2000/2003/2008 Server, Windows NT 4.0 Server, Windows 95/98/XP/Vista/7/8/10, DOS, Exchange 2000/2003/2007/2010 Server, Blackberry Enterprise Server, Microsoft SQL 2000/2005, Microsoft Terminal Server and RSA Secure ID Server, AirWatch, Mobile Device Management (MDM) in iOS

Software: Microsoft Office Suite 97/2000/XP/ 2003/2007/2010/2013/2016 (Word, Excel, PowerPoint, Access, and Outlook, OneNote, Publisher, Lync, Skype for Business), Symantec Antivirus Corporate, McAfee Virus Scan, Remedy, Crystal Reports, Cisco Virtual Private Network (VPN), VMware

Protocols: TCP/IP, DHCP, FTP, UDP, SNMP, Telnet, HTTP, HTTPs, DNS, and WINS, VoIP, Wi - Fi, Bluetooth, POP, SMTP, IMAP

Hardware: Hard Drives, RAM, CD-ROM Drives, Sound Cards, Video Cards, Printers, Scanners, Faxes, Laptops, Tablets, Blackberries, iPads, and iPhones, Digital Signage Media Players

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Windows Systems Engineer

Responsibilities:

• Support, troubleshoot, and remediate issues pertaining to current and future versions of desktop operating systems to include, but not limited to, Windows 7 and follow on operating systems.
• Install, support, troubleshoot and remediate issues pertaining to new/reissued PC hardware and software
• Integrate system peripherals such as printers, PDAs, scanners, digital senders, mass storage devices, etc. into users’ workstations.
• Provide support for all IT equipment, to include PCs, printers, portable computers, smartphone devices, Polycom (video VTC) units and other miscellaneous IT equipment.
• Install, configure, and troubleshoot e-mail client software (Outlook) and guide/assist customers in the management of their email and use of these client applications including, but not limited to, the use of rules and personal folders/archives.
• Perform equipment relocation, installation, expansion, connection/disconnection, upgrades, support/maintenance, and preventive maintenance of computer systems hardware, documentation, and peripheral devices.

Confidential, Arlington, VA

Systems Administrator / Help Desk Lead

Responsibilities:

• Provide end user application software and operating system support for over 6500 users
• Install and configure operating systems, software, and hardware
• Assist with calls during peak periods as needed
• Create and manage user application accounts
• Create and modify user accounts and objects in Active Directory, BES, Exchange, 3rd party and custom applications
• Support email, account administration and management
• Responsible for the preventive maintenance, repair, and inventory of government issued laptops, desktops and peripherals
• Identify and report problem patterns and trends to management with recommended solutions
• Identify the most appropriate course of action for incident and problem resolution and effectively communicate plans to the program management team
• Train new personnel on job roles and responsibilities as required by the program management team
• Support Customer Meetings
• Assign, direct, and check the work of team members in support of new and pre-existing processes and procedures
• Participate in special project activities and support management by providing ad-hoc information and reports as needed

Confidential, Arlington, VA

Systems Administrator / Help Desk Lead

Responsibilities:

• Provide end user application software and operating system support for over 6500 users
• Install and configure operating systems, software, and hardware
• Assist with calls during peak periods as needed
• Create and manage user application accounts
• Create and modify user accounts and objects in Active Directory, BES, Exchange, 3rd party and custom applications
• Support email, account administration and management
• Responsible for the preventive maintenance, repair, and inventory of government issued laptops, desktops and peripherals
• Identify and report problem patterns and trends to management with recommended solutions
• Identify the most appropriate course of action for incident and problem resolution and effectively communicate plans to the program management team
• Train new personnel on job roles and responsibilities as required by the program management team
• Support Customer Meetings
• Assign, direct, and check the work of team members in support of new and pre-existing processes and procedures
• Participate in special project activities and support management by providing ad-hoc information and reports as needed

Confidential, Arlington, VA

Shift Lead / Adv Help Desk Agent Ops Support Analyst V

Responsibilities:

• Assign, direct, and check the work of team members in support of new and pre-existing processes and procedures
• Communicate priorities, schedule tasks and monitor tasks/project status
• Identify the most appropriate course of action for incident and problem resolution and effectively communicate plans to the program management team
• Provide management support to frontline technician and customer support agents
• Participate in special project activities and support management by providing ad-hoc information and reports as needed
• Ensure awareness and compliance with the HP Enterprise Quality Management System
• Develop technicians and support center agents through continuous coaching and feedback, focusing on behaviors and skills
• Assist with calls during peak periods as needed
• Created and managed user application accounts
• Created and modified user accounts and objects in Active Directory, BES, Exchange, 3rd party and custom applications
• Support email, account administration and management
• Train new personnel on job roles and responsibilities as required by the program management team

Confidential, Arlington, VA

Sr. Helpdesk Technician

Responsibilities:

• Provide end user application software and operating system support for over 4000 users.
• Install and configure operating systems, software, and hardware
• Create and manage user application accounts
• Create and modify user accounts and objects in Active Directory, Blackberry Exchange Server, Microsoft Exchange Server and Confidential Proprietary software
• Maintain network security levels, addressed computer security issues and executed appropriate security remediation’s
• Open, close, prioritize, and update all service and trouble tickets in Remedy ticket tracking database
• Ensure all assigned tickets are resolved within specified timeframe or customer was informed about the progress of ticket resolution
• Identified and reported problem patterns and trends to management with recommended solutions
• Coordinated technical activities with network services, or other information systems groups
• Provided technical advice, support, and training to staff members
• Support email, account administration and management
• Provide Daily/Weekly/Monthly Reports
• Support Customer Meetings

Confidential, Ft. Belvoir, VA

System Analyst / Network Technician Management Support

Responsibilities:

• Developed an in-depth understanding of the Army Knowledge Online Portal
• Provide First Level support for escalated user issues
• Daily operational front-line help/service desk management and personnel supervision
• Provide support in resolving complex issues with analyst
• Provide assistance with Content Management
• Assist in preparation and distribution of weekly/monthly reports
• Provide staff performance measuring and summary reporting
• Evaluate and recommend improvement of analyst performance
• Responsible for managing, coaching, and skills development for a team of 25 analysts
• Review/Approve team member timecards
• Maintain consistency when escalating any concerns/bugs reported by users to the III level of support
• Submit and track Remedy tickets for hardware and/or system outages
• Utilize remote desktop software to reset Beta e-mail passwords in Active Directory
• Assist end users with configuring Confidential webmail/Beta Mail with POP and/or IMAP settings with their choice of external email client (i.e. Outlook 2003/2007, Outlook Express, Thunderbird and/or Entourage)

Network Technician I

Responsibilities:

• Diagnose and resolve technical and user-problems in a customer service-oriented Help Desk (24x7 x 365 day) team environment. Calls/tickets are monitored and reviewed for accuracy
• Ability to take incoming problem reports, provide assistance to users using online response templates and other documentations
• Respond to email and/or live chat requests for support
• Interview users to collect information about problems, record information into the Help Desk/Call Center CRM software, assign problems to appropriate groups and support escalation process, close and document all problem reports within established times
• Provide administrative support such as network access, passwords and account restorations