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Network Access Authorization Request Administrator Resume

SUMMARY:

  • Experienced and knowledgeable Information Technology professional seeking to contribute training and acquired skills within a Tier - 2 technical support and/or system administrator role.
  • Work well independently or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance.
  • In-depth knowledge and understanding of numerous software packages and operating systems.
  • Skilled in providing customer and end-user help desk support. Easily identify and resolve technical issues and concerns.
  • Excellent communication and presentation capabilities. Active DoD Secret Clearance.

KEY TECHNOLOGIES:

Operating systems: Windows XP, 7, 8.1 and 10 XP and 7 (4 yrs), 8.1 (2yrs) and 10 (6 months)

Hardware: Computers, Printers, Peripherals 7 yrs

Ticketing Systems: PEGA, Remedy 6.3 and 7.6, Footprints PEGA (1 yr), Remedy 6.3 and 7.6 (3 yrs), Footprints (3 yrs)

Software: MS Office 2003, 2007, 2010, 2013 and 2016, Lync/Skype for Business 2013 and 2016, Cisco IP Communicator and Cisco Agent Desktop MS Office 2003, 2007, 2010 (4 yrs), MS Office 2013 (3 yrs) MS Office 2016 (2 yrs), Cisco IP Communicator and Agent Desktop (2-3 yrs), Remote Connectivity LANDesk 88 and 9, Dameware Mini Remote v7.5.6.1, LANDesk 88 and 9 (1 yr), Dameware Mini Remote (6 yrs)

PROFESSIONAL EXPERIENCE:

Network Access Authorization Request Administrator

Confidential

Responsibilities:

  • Monitor Confidential Request queue and Onboarding queue
  • Assist with granting and/or removing access to shared network folders, shared mailboxes, distribution lists and Outlook calendars
  • Create shared mailboxes, distribution lists, Outlook calendars
  • Create accounts for incoming personnel
  • Modify user accounts due to name change or change of location
  • Back-up and delete accounts for departing personnel
  • Contact users back to verify that they have access for the request they submitted
  • Update tickets with steps taken to resolve issue or steps taken for further troubleshooting

Secret-Internet Internet Protocol Routing Network Admin

Confidential

Responsibilities:

  • Monitor Confidential Admin Request queue
  • Document each Confidential ticket with troubleshooting steps, as well as, the resolution or escalation
  • Reimage SIPR thin clients
  • Place thin clients onto domain
  • Reimage and configure thin clients for users located in field offices
  • Ship thin clients to users in field locations after reimage and configuration is complete
  • Ship
  • Contact Tier 3 personnel to enable ports in order for users to be able to login to thin client
  • Issue new SIPR token to users
  • Assist user with SIPR token pin resets
  • Assist users located in field offices remotely with SIPR issues
  • Assist users if they experienced any errors/issues on the SIPR thin client, which may require desk-side assistance
  • Setup SIPR thin clients for users
  • Manually installed drivers for SIPR tokens onto SIPR terminals
  • Enable disabled accounts
  • Disable accounts for departing users

Tier 2 Service Desk Technician

Confidential

Responsibilities:

  • Provide desk side service to customers
  • Assist with answering inbound calls to the helpdesk
  • Enter tickets into Footprints for every call a user makes to the helpdesk
  • Contact and assist users for tickets escalated to the Tier 2 queue
  • Escalate tickets to the appropriate group if issue cannot be resolved at Tier 2 level
  • Understanding of Active Directory to include account creation, enabling, modification and deletion
  • Assist with testing and/or troubleshooting any VPN issues (i.e. connectivity, application issues and network drive access)
  • High understanding of software installs
  • Assist with installing/connecting to network and local printers
  • Imaged workstations (via PXE Boot) for dissemination throughout the Office of Inspector General (Windows 7/8.1)
  • Monitor the mailbox for voicemails (contact user back, create ticket and try to resolve issue firsthand)
  • Unlock account/reset passwords for Cisco phones
  • Reset password for Blackberry
  • Unlock NIPR accounts
  • Imaged workstations (via PXE Boot) for dissemination throughout the Office of Inspector General (Windows 10)
  • Deployed Windows 10 workstations to users throughout the Office of Inspector General

Network Access Authorization Request Administrator

Confidential

Responsibilities:

  • Monitor Confidential Request queue and Onboarding queue
  • Assist with granting and/or removing access to shared network folders, shared mailboxes, distribution lists and Outlook calendars
  • Create shared mailboxes, distribution lists, Outlook calendars
  • Create accounts for incoming personnel
  • Modify user accounts due to name change or change of location
  • Back-up and delete accounts for departing personnel
  • Contact users back to verify that they have access for the request they submitted
  • Update tickets with steps taken to resolve issue or steps taken for further troubleshooting

Tier 2 Service Desk Technician

Confidential

Responsibilities:

  • Provide desk side service to customers
  • Assist with answering inbound calls to the helpdesk
  • Enter tickets into Footprints for every call a user makes to the helpdesk
  • Contact and assist users for tickets escalated to the Tier 2 queue
  • Questions asked
  • Answers received
  • Research done and resources used
  • Team members talked to and suggestions provided
  • Solutions found
  • Call backs & attempted call backs
  • Escalate tickets to the appropriate group if issue cannot be resolved at Tier 2 level
  • Understanding of Active Directory to include account creation, enabling, modification and deletion
  • Assist with testing and/or troubleshooting any VPN issues (i.e. connectivity, application issues and network drive access)
  • High understanding of software installs
  • Assist with installing/connecting to network and local printers
  • Imaged workstations (via PXE Boot) for dissemination throughout the Office of Inspector General (Windows 7/8.1)
  • Monitor the mailbox for voicemails (contact user back, create ticket and try to resolve issue firsthand)
  • Unlock account/reset passwords for Cisco phones
  • Reset password for Blackberry
  • Unlock NIPR accounts
  • Imaged workstations (via PXE Boot) for dissemination throughout the Office of Inspector General (Windows 10)
  • Deployed Windows 10 workstations to users throughout the Office of Inspector General

Secret-Internet Internet Protocol Routing Network Admin

Confidential

Responsibilities:

  • Monitor Confidential Admin Request queue
  • Document each Confidential ticket with troubleshooting steps, as well as, the resolution or escalation
  • Reimage SIPR thin clients
  • Place thin clients onto domain
  • Reimage and configure thin clients for users located in field offices
  • Ship thin clients to users in field locations after reimage and configuration is complete
  • Ship
  • Contact Tier 3 personnel to enable ports in order for users to be able to login to thin client
  • Issue new SIPR token to users
  • Assist user with SIPR token pin resets
  • Assist users located in field offices remotely with SIPR issues
  • Assist users if they experienced any errors/issues on the SIPR thin client, which may require desk-side assistance
  • Setup SIPR thin clients for users
  • Manually installed drivers for SIPR tokens onto SIPR terminals
  • Enable disabled accounts
  • Disable accounts for departing users

Tier 1 Service Desk Analyst

Confidential

Responsibilities:

  • Assist end user's with computer and network related issues
  • Answer all incoming Confidential calls
  • Enter tickets into Footprints for every call a user makes to the helpdesk
  • Completely document every ticket to include:
  • Questions asked
  • Answers received
  • Research done and resources used
  • Team members talked to and suggestions provided
  • Solutions found
  • Call backs & attempted call backs
  • Escalate tickets to the appropriate group if issue cannot be resolved at Tier 1 level
  • Understanding of Active Directory to include account creation, enabling, modification and deletion
  • Assist with testing and/or troubleshooting any VPN issues (i.e. connectivity, application issues and network drive access)
  • High understanding of software installs
  • Assist with installing/connecting to network and local printers
  • Monitor Tier 1 Request and Assigned queue
  • Imaged workstations (via PXE Boot) for dissemination throughout the Office of Inspector General (Windows 7/8.1)
  • Monitor the mailbox for voicemails (contact user back, create ticket and try to resolve issue firsthand)
  • Provide Tier 1 triage and password resets for Blackberry
  • Unlock account/reset passwords for Cisco phones
  • Unlock NIPR accounts
  • Create tickets for Confidential issues and assign to the appropriate team
  • Assist any user that walks into the helpdesk with an issue or question
  • Enable user accounts for Lync 2013/Skype for Business
  • Reimaged SIPR thin clients
  • Assisted user with SIPR pin resets
  • Issued users new SIPR tokens
  • Assisted users if they experienced any errors/issues on the SIPR thin client
  • Setup SIPR thin clients for users
  • Manually installed drivers for SIPR tokens onto SIPR terminals

Service Desk Analyst

Confidential

Responsibilities:

  • Provide administrative assistance to the Department of Justice which includes trouble shooting various issues.
  • Assist end user's with computer and network related issues
  • Answering incoming Confidential calls
  • Entering Remedy tickets for every call customers make to the helpdesk
  • Completely document every ticket to include:
  • Questions asked
  • Answers received
  • Research done and resources used
  • Team members talked to and suggestions provided
  • Solutions found
  • Call backs & attempted call backs
  • Provide overnight assistance to all component users
  • Create and assign tickets to appropriate groups for Non-DOJ users
  • Provide assistance with LearnDOJ training site
  • Daily use of Active Directory and DRA
  • Assistance with Symantec Endpoint Encryption
  • Assist users with DOJConnect issues (remote software that allows users to access all their applications, documents and email from their personal pc or government issued laptop)
  • Performs facility checks hourly
  • Monitor the email traffic within two shared mailboxes
  • Monitor vRanger Backup and Replication Jobs and bmcadm alerts
  • Attend to any alerts that may come about during the shift and contact the appropriate personnel
  • Provide hourly reports for urgent and high priority issues
  • Provide after-hour reports containing all tasks performed and tickets created for the night shift
  • Eject system tapes on WDC Mainframe
  • Ensure 16 jobs on DEA Mainframe completed successfully
  • Removed tape from VNS server-Inserted VNS backup tape into VNS server
  • Securely placed tape back into VNS tape storage room

Service Desk Analyst

Confidential

Responsibilities:

  • Provide administrative assistance to the Department of Justice which includes trouble shooting various issues.
  • Assist end user's with computer and network related issues
  • Answering incoming Confidential calls
  • Entering Remedy tickets for every call customers make to the helpdesk
  • Completely document every ticket to include:
  • Questions asked
  • Answers received
  • Research done and resources used
  • Team members talked to and suggestions provided
  • Solutions found
  • Call backs & attempted call backs
  • Acting request fulfillment specialist
  • Provide assistance with LearnDOJ training site
  • Daily use of Active Directory and DRA
  • Deployment of encrypted USB portable devices
  • Assistance with Point Sec Password reset v.6.2 & v.5.3
  • Familiar with Symantec Endpoint Encryption formally known as Guardian Edge

Service Desk Analyst

Confidential

Responsibilities:

  • Created Remedy tickets for all service calls.
  • Communicate regularly with internal customers to help resolve their incident
  • Expedited the process for critical tickets.
  • Responded to service and password reset calls for users.
  • Remote connected to users’ computers to assist with their issues.
  • Installed and updated programs onto users’ computers.
  • Ordered computer parts for users’ if needed.

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