Strategic Planning and Implementation Resume Bethesda, MD - Hire IT People

TECHINCAL SKILLS

Software Applications: MS Office 365 Suite, Bomgar Representative Console, Blackberry Enterprise Server (BES), Citrix Receiver, ServiceNow, LogMeIn Client, Virtual Keypad

Operating Systems: Windows 7 & 10, IOS

Network: TCP/ IP, LAN, Wi - Fi, Routers, T1 s, Fast Ethernet, Gigabit Ethernet, Console Modems, Telnet & SSH, Cisco AnyConnect, Verizon Access Manager & Aircard

Database: Microsoft Azure/Office 365/Intune, Active Directory, Samanage, Druva inSync Cloud, Oracle Database Installed Equipment

PROFESSIONAL EXPERIENCE:

Confidential, Bethesda, MD

Strategic Planning and Implementation

Responsibilities:

Confidential ’s Hybrid Cloud Infrastructure(Azure, Intune, Office 365)
Microsoft Office 365 (SaaS) Suite Migration
Windows 10 Migration
Provide technical and functional support for Confidential employees
Assist managing local Active Directory, Microsoft Azure, and Office 365 (user account creation, configuration, modifications, password resets and account lockouts)
Utilize Samanage ticketing system for documentation and tracking of trouble tickets and requests
Analyze and troubleshoot technical hardware, software, network, and printer issues
Manage IT-related equipment including setup, configuration, deployment, and maintenance
Configure and support mobile devices including Samsung and iPhone
Assist with risk management; includes identification, qualitative analysis, response and monitoring
Developed and modify Standard Operational Procedures for IT department’s applications, tools, and all related processes for employee on-boarding and off-boarding

Confidential, Ballston, VA

Service Desk Analyst

Responsibilities:

Provided technical and functional support for 5,000 Office of the Comptroller of the Currency (OCC) government and contract employees, via telephone
Documented and tracked trouble tickets and requests utilizing ServiceNow ticketing system
Analyzed and troubleshoot technical issues, including hardware, software and network printer issues
Resolved user provision and network related issues including account lockouts, resets, setup and modifications, LAN, Wi-Fi, RSA, Cisco AnyConnect, Verizon Access Manager and Aircard
Installed and configured software upgrades, including OS, drivers and windows desktop applications
Provided mobile device support which included, Blackberry, Samsung, iPhone and IPad
Worked collectively in team setting to meet or exceed service level agreements (SLAs)

Confidential, Reston, VA

Network Operation Technician II

Responsibilities:

Provided daily customer network monitoring and support by working with network engineers, field technicians, and telecom carriers to troubleshoot and resolve various types of network issues and outages
Performed Tier 1 and Tier 2 technical and functional support to all domestic and international customers
Analyzed, troubleshoot and performed various testing to diagnose and resolve issues on customers’ devices and circuits, via routers, T1’s, Fast Ethernets, Gigabit Ethernets, console modems
Documented and tracked trouble tickets utilizing TRS and TRAMS ticketing system
Communicated daily with customers regarding network trouble tickets, via phone and email

Confidential, Rockville, MD

Geek Squad Customer Service

Responsibilities:

Utilized NOVA ticketing system for documentation and tracking trouble tickets and request
Assisted with new pc setup by installing requested software, system upgrades, and security software
Reviewed quality of used products for open-box resale by processing each product through functionality test and restoring products back to manufacture standards
Processed all product and service returns and exchanges, while providing quality customer service

Confidential

Help Desk Assistant, Programs Advancing Students Success

Responsibilities:

Provided office support for 5 office faculty members, including help desk support, installation and upgrades of software applications
Assisted with preparation for student loaned laptops, by performing data removal, user account setup, system upgrades, and software installations

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Strategic Planning And Implementation Resume

Bethesda, MD

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