SUMMARY:

• Results - oriented, talented professional with over two years of visible achievements in both customer- driven and technical industries.
• Proven ability to diagnose, troubleshoot, and resolve technical problems.
• Quick learner with strong working knowledge of software, hardware, operating systems, and security applications.
• Superior analytical and problem-solving abilities, with track record of improving operations.

AREAS OF EXPERTISE:

• System Implementation
• Asset Management
• Vendor Relationship
• Rapid Ticket Response Times
• Troubleshooting & Issue Resolution
• Incident Management
• Technical Training and User Support
• Desktop Security
• Symantec Ghost Client

TECHNICAL SKILLS:

• Microsoft Office 2003 - 2013
• Printers, Faxes, Scanners
• Confidential
• Windows XP
• Windows Vista
• Windows 7
• Windows 10
• Internet Explorer
• VPN Remote Access
• Symantec Endpoint
• Cisco AnyConnect
• Symantec Ghost
• Active Directory
• McAfee Endpoint Encryption

PROFESSIONAL EXPERIENCE:

Confidential

Junior Windows System Admin

Responsibilities:

• Create and maintain accounts in active directory
• Pushed windows 10 image to windows 7 machines over the wire
• Replace desktops, laptops and tablets that were at the end of lifecycle with windows 10 versions
• Assisted with creating a folder redirection path to migrate users data from one domain to the next
• Migrated user accounts from one domain to another
• Push software via Confidential to machines recently migrated to Windows 10
• Test peripheral compatibility with the Windows 10 OS
• Assist field technicians with troubleshooting and, resolving various complex issues

Confidential

Print Server Admin/System Support Specialist

Responsibilities:

• Provide phone support to a 10,000+ user base
• Create, disable and manage accounts in active directory
• Grant share drive permissions to various users via active directory
• Create computer objects and, clean up various OU’s in active directory
• Deploy various printer models to multiple departments
• Troubleshoot various printers and, replace toner
• Configure printers on a MS 2003 server to provide network printing capabilities
• Configure printers via the web interface to enable scanning over the entire naval base
• Assist with managing toner inventory
• Reset and replace printers that are out of warranty and, at the end of their life-cycle
• Create and maintain SOP’s with regards to performing basic to advanced troubleshooting steps for all field techs to use
• Created a printer informational training session for all incoming techs both phone, and field
• Maintain excel spreadsheet with inventory information and, POC on deployed printers
• Configure, update and manage printers on MS 2012 and, WebJet Admin
• Patch, maintain and resolve issues on all print servers
• Work closely with vendor to resolve hardware and, software printer malfunctions and, perform routine maintenance
• Work closely with Network Operations to ensure that the printer VLANs are functioning and, always ready for new device deployment with available IP’s
• Packaged, tested and distributed software via Confidential 2007

Confidential

Cyber Security Engineer

Responsibilities:

• Manage troubleshooting and trouble-ticket escalation related to commercial mobile device service interruptions.
• Provide support to end-users on a variety of issues associated with mobility components including device provisioning, MDM, MAS systems, VPN connectivity by identifying, researching, and responding to client requests for technical and functional support.
• Document, track, and monitor the problem to ensure a timely resolution.
• Train Confidential Mobility users on how to use mobile devices and applications on the device.
• Document all requests or resolutions in Confidential client ticketing systems, including Global Trouble Management System(GTMS), or Information Technology Management System(ITSM)

Confidential

IT Specialist

Responsibilities:

• Assist with implementing and troubleshooting the Mobile Device Management policy on all government-issued mobile devices.
• Provided personal deskside support and training on new devices to VIP’s.
• Personally setup conference rooms, VTC, and teleconferences for all VIP’s.
• Configured and provided training on new wireless devices, software, and traveling equipment for all VIP’s.
• Attend security meetings to keep abreast of new security policies and procedures, as well as work with the Information Systems Security Officer(ISSO) to implement these new measures to users.
• Studied with ISSO to learn basic security practices, terms, systems, and procedures.
• Provide on-site, end-user technical support and maintenance (hardware and software) on all desktop systems, printers, copiers and other peripheral devices. Active Directory, add/remove computers to/from OU and resetting user’s passwords.
• Troubleshoot, repair, maintain, install, and perform testing activities on various computer equipment, peripherals, data communication, and computer network systems.
• Convert users to the government’s one device policy; ensuring that users only possess a desktop or laptop.
• Assisted users and various personnel with deskside/desktop support (i.e. hardware/application training and support.)
• Provide prompt, and courteous high-level support to all VIP users via the VIP phone line.
• Contact outside vendors such as Dell and Apple to ship machines so that they may be replaced after warranty was checked to still be valid.
• Work with remote technician to setup, and troubleshoot VTC equipment located in large conference rooms.
• Create/manage government google email accounts.
• Assist with the installation, configuration, and ongoing usability of desktops, laptops, and Confidential .

Confidential

Junior System Support (Lead)

Responsibilities:

• Provide on-site, end-user technical support and maintenance (hardware and software) on al desktop systems, printers, copiers and other peripheral devices. Active Directory, add computers to OU and resetting user’s passwords.
• Troubleshoot, repair, maintain, install, and perform testing activities on various computer equipment, peripherals, data communication, and computer network systems.
• Monitor ticket queues for all junior technicians and, serve as a point of escalation for more advanced issues
• Write SOP’s for training all new junior technicians explaining ticketing, SLA’s and, common issues
• Provide metrics to the service desk manager every morning with regards to all junior technician queues
• Provide metrics to the service desk manager every morning with regards to all junior technician queues
• Troubleshoot, repair, maintain, install, and perform testing activities on various computer equipment, peripherals, data communication, and computer network systems.
• Act as initial contact for all internal and external customer technical support required for computer workstation hardware and software, telephone, network, operating system, printingand Internet access problems. Duties include answering the Help Desk phone, recording the callfirst level corrective action, and problem escalation to second level when necessary.
• Ensures customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.
• Effectively communicate with extended service providers and IT infrastructure groups.
• Ticket coordination - assigning tickets, follow-up with customers, scheduling, resolving calls, escalations, monitoring for Footprints tickets going to wrong queue.
• Manages service requests and works closely with technicians and clients to ensure installs, moves, adds and changes (IMAC) are completed accurately and timely. Perform reassignment of site and regional equipment.
• Activate/Deactivate Blackberry’s using the BES (Blackberry Enterprise Server) for domestic and international use. Reset passwords and, troubleshoot issues for blackberry users of various levels.
• Activate, deactivate, and troubleshoot entrust tokens which allow users to login to the web mail a.k.a. Outlook Web Access.
• Packaged, tested and distributed software via Confidential 2007

Confidential

Office Automation Tech

Responsibilities:

• Used word processing software and related hardware equipment to produce a variety of correspondence, reports, office forms, and other written material in final form, including technical material, tabular material, and other non-routine typing from rough draft or voice recordings.
• Used advanced functions of the software such as to produce tables, special symbols, tables of contents, graphics, and charts; or uses varied functions of more than one software type, such as spreadsheets, databases, graphics, or publishing software.
• Edited written material to ensure correct grammar, when grammar may be complex, spelling, and punctuation.
• Greeted visitors and answers telephone, directing the customer to appropriate staff or personally giving information when routine or procedural matters are involved.
• Assisted with team coordination in terms of scheduling meetings for management.
• Filed correspondence, reports, and similar materials in manual or electronic files.
• Posted and filed manuals, handbook changes, and supplements.