SUMMARY:

• Offering over 13 years of professional experience with Helpdesk and networking experience.
• Troubleshooting, customizing, installing and restricting Microsoft Windows platforms from NT to 10
• Troubleshooting various Microsoft Office programs
• Troubleshooting and resolving Hardware and Software issues
• Troubleshooting and setting up networks, using such tools as TraceRT, Ping IpConfig, IfConfig and IwConfig to resolve DHCP, DNS and IP conflicts
• Setup and Troubleshot Blackberries, Androids, Palms, QUE and Blackjacks
• Penetration Testing to ensure proper security

TECHNICAL SKILLS:

Operating Systems: Linux (GNOME, KDE), Microsoft Windows ( ), Microsoft Server (NT - 2012 R2)

Programming: Visual Basic, QBasic, Batch files

Networking: SonicWALL, SonicWALL Global VPN, Active Directory, DHCP, DNS, WINS, SpecOps, Angry IP Scanner

AntiVirus: Symantec Endpoint, Symantec Antivirus, Trend Micro, Panda Cloud Corporate, Bit Defender, Kaspersky, AVG, Avast, McAfee

Security: GPMC (GPO), SecEdit, SC, WSUS, Dell BIOS Password, Airodump-ng, AirCrack-ng, MetaExpoit, OPHCrack, Cain and Abel, Rainbow Tables, Caine, UFO

Remote Control: VNC, Citrix, RDP, LANDesk, AWRC, LogMeIn, Join.Me, RDP (TS), TeamViewer

Ticket Software: Remedy, SpiceWorks, Connect Wise, Tracker, RepairTRAX

Imaging Software: Acronis 2015, Disk Copy, GhostPE, Trinity

Data Recovery: EASUS Data Recovery, OnTrack Easy Recovery, Roadkil Unstoppable Copier, SyncToy, Symantec Ghost, Acronis True Image, Image for Windows, MiniTool Parition Wizard, MiniTool Power Data Recovery, Get Data Back

Other Software: Diskeeper, Microsoft Office (97-2013), ACT, TaskKill, InstalliShield, Goldmine, Network Searcher, PDQ Deploy, PDQ Inventory

Diagnostics: MRI, PassMark BurnInTest, Dell Diagnostics, SpinRite, HP Diagnostics, MemTest, CheckDisk, HD Tune, UBCD4WIN, Hirens

PROFESSIONAL EXPERIENCE:

Confidential

System Administrator

Environment: Over 100 employees, 75 Computers (7,8.1, 10 Pro), 50 iPhones, 2 2008r2 Servers, 6 Hyper-V Servers

Responsibilities:

• Replace failing HDDs in the main server
• Installed monitoring software on both servers
• Properly promoted backup server to backup domain controller
• Configured DFS for all the shares between the servers
• Fixed Backup NAS (redundant PSU not plugged in, HDD errors, permission errors on shares)
• Configured NIC teaming on main server
• Properly Configured DNS and DNS forwarding
• Setup Shadow Copies to extend the backup system
• Setup Group Policies to enhance the security and efficiency of the network
• Ensured all systems are on the same network (ip range and subnet)
• Installed and configured SonicWALL NSA 4600
• Setup SonicWALL TZ400 for remote office with an IPSec tunnel (not in place yet)
• Updated the systems as most didn’t have service packs
• Added all computers to the domain for a uniform network
• Configured two long distance Wi-Fi antennas to implement network access at second location
• Maintain Windows and 3rd party program updates
• Setup Mapped DFS Drives and Printers through Group Policies and Security Groups

Confidential

In-House Tech / Road Tech Assistant / Tech Trainer

Responsibilities:

• Update In-Tech Diagnostic Optical Disc Library
• Update In-Tech Installation Discs (including 8.1 with Bing and Single Language)
• Update Road Tech Diagnostic Optical Disc Library
• Update Road Tech Installation Discs (including integrating updates and drivers)
• Train Road Tech in Server Migration
• Assisted Road Tech in Re-Wiring a client after contractor cut two 48 Port Patch Panels
• Taught and Assisted Road Tech on Server 2003 to Server 2012 R2 Migration
• Imaged Several Computers at the same time using Trinity
• Custom Built Computers with newest type of technology (including M.2, WD Dual Drive, USB 3.1)
• Custom Built Server
• Data Recovery from lost Partitions, Formatted Drives and failing Hard Drives and USB Thumb Drives
• Data Recovery from two failing Servers
• Countless Virus Removals
• Dozens of Motherboard Repairs (including Reflows, Cap Replacements, DC Jack Replacements)
• Converted Several HDD to virtual drives so after OS Reload they would have original Windows installation
• Taught Batch file scripting to Techs

Confidential - Glen Burnie, MD

In-House Tech and Sales

Responsibilities:

• Test all hardware using MRI
• Diagnose and repair Windows corruption
• Backup computers
• Test computer hardware, troubleshoot and fix issues customers are having
• Remove viruses, malware and spyware
• Disassemble desktops and laptops to clean and re-grease processors
• Replace broken LCD screens
• Replace motherboards and other components
• Reflow GPUs
• Re-solder and replace DC Jacks
• Train new techs that were hired

Confidential - Middle River, MD

In-House Tech

Responsibilities:

• Diagnose and repair computers that come in from customers
• Remote support for businesses
• Backup computers
• Test computer hardware, troubleshoot and fix issues customers are having
• Disassemble desktops and laptops to clean and re-grease processors
• Re-solder DC Jacks on laptops
• Replace broken LCD screens
• Answer the phone

Confidential - Pasadena, MD

In-house Tech

Responsibilities:

• Backup computers
• Test computer hardware, troubleshoot and fix issues customers are having
• Disassemble desktops and laptops to clean and re-grease processors
• Re-solder DC Jacks on laptops
• Replace broken LCD screens
• Train new techs that were hired
• Working with several different clients to keep the environment running to the best of their ability.
• Setup and install several Windows 2008 R2 Standard Server running DHCP, DNS, Shadow Copies, Panda Cloud Corporate Anti-Virus, Active Directory, Protomed, Cyfluent and Goldmine
• Installed several printers, a plotter, wireless network
• Running constant checks on GPOs, updates, port scans anti-virus and anti-spy sweeps. Constant checking on possible weakness in security, mainly with AD and local admin rights.
• Configured Distributed File System and File Replication Service between 2003 and 2000 servers.
• Configured offsite backups.
• Configured Windows Server Update Services
• Configured Windows Deployment Services.
• Configured Roaming Profiles on shares that are running FRS and Shadow Copies.
• Configured the install of Outlook 2007 so that pst files are stored on roaming profiles instead of local settings.
• Setup and Configured SonicWALLs at different locations and setup IpSec VPN between locations.
• Ensure that everything is running efficient by checking the error logs and by having alerts setup for various issues.
• Ensure the wireless networking is secure and verified that is was not able to be broken easliy

Confidential, Ft. Meade, MD

TIER I - NMG Helpdesk Support Technician

Environment: Over 5000 employees, Windows 2000, Windows XP, Server 2003

Responsibilities:

• Provide courteous and professional customer service to the OPM IT user community.
• Respond to IT incidents and requests received from the OPM user community via phone calls, email, fax, walk-ins, the internet and ‘fly byes’.
• Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
• Answer all phone calls in the time governed by the Tier I SLA.
• Monitor the OPM Helpdesk email inbox and create/update Remedy tickets for each email received.
• Utilize the Remedy ARS ticketing system to perform the tasks instructed in the Call Management Plan.
• Perform tasks provided in the Incident Management Plan to resolve incidents.
• When tasked by the Tier I Lead Manager, assist Tier II technicians to perform tasks provided in the Problem Management Plan to resolve reoccurring incidents.
• Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, Blackberry, Citrix and all OPM owned products.
• Utilize the Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) to provide first call resolutions for user incidents and requests over the phone and remotely utilizing LANDesk.
• Follow-up with customers and update the Remedy work log with detailed information during the lifecycle of a ticket.
• Escalate tickets to the Tier II & III staff when first call resolutions are not provided in the time governed by the Tier I SLA .
• Utilize the Remedy ARS Coding Scheme to properly escalate tickets to the responsible team when necessary.
• When tasked by the Tier I Lead Manager, create and/or revise Standard Operating Procedures (SOP).
• Perform account administration tasks for Active Directory, Outlook and all other OPM owned COTS and GOTS products that require account administration.
• Resolve 1st level Blackberry incidents and requests.
• Resolve 1st level Citrix incidents and requests.
• Resolve 1st level VPN incidents and requests.
• Provide a weekly status reports to the Tier I Lead Manager.
• Attend all on-the-job training camps.
• Attend all team and individual team meetings.
• Adhere to all OPM and ITEQ policies and procedures.
• Assist other technician help resolve tech problems and how to troubleshoot problems quicker.

Confidential, Glen Burnie, MD

Technician

Environment: Over 50 clients, Windows 2000, Windows XP, Vista (BETA), Server 2000, Server 2003

Responsibilities:

• Build computers
• Solved countless virus and spy ware problems
• Troubleshoot various networking, hardware and software problems
• Worked with customers to help them decide what their best options are (to solve problems or purchase a new computer)
• Used a tracking system (Tracker, Connectwise) for keeping track of hours spent and status of customer’s computers.
• Solved problems on site, over phone and connecting remotely
• Helped other technicians when they had problems out in the field
• Blocked websites (like myspace when employees were visiting them too much)
• Troubleshooting and resolving various DNS and DHCP errors by using basic tools (tracert, ping) to narrow down the problem and then solving the problem accordingly
• Troubleshooting and Resolving BlackBerry issues with sending and receiving emails and wireless calendar sync on the BlackBerry Enterprise Server.
• Troubleshooting and Resolving Blackberry issues with sending and receiving emails, setting up emails using Blackberry Webclient and Redirector

Confidential - Baltimore, MD.

Assistant Chief Engineer

Environment: Over 200 employees, Windows NT, Windows 2000, Windows XP, Server 2000, Server 2003

Responsibilities:

• Excellent customer service skills, as well as troubleshooting skills
• Create specialized technical documentation for new and existing helpdesk personal including RDS (remote desktop sharing)
• Technical expertise in a large Windows environment (Windows 3.1 through Microsoft Vista/Longhorn (beta)
• Experience with password resets and email troubleshooting.
• My mission was to assist anyone who has computer related problems and to keep 4 radio stations on the air.
• Strong experience in solving problems with Calendar Creator, X-Ray Database, Maximiser, Strata, Microsoft Office 2000 (Small Business and SR-1) 2002, 2003, IRS, Adobe Aution, Scotts Studios, IMediaTouch, Adobe Photoshop, Hardware errors and detection, and printing issues. I have extensive experience with Windows 95, 98, NT, 2000, XP, Server NT, Server 2000, Server 2003, and Longhorn/Vista (Beta)
• I have also have experience in Active Directory and Microsoft Exchange 2000 and 2003
• Refurbished more than 175 computers using primarily materials on-hand
• On call 24 hours a day 7 days a week
• Have experience in writing logon scripts, building FTP and websites
• Recovered well over 3500 passwords
• Recovered well over 1 TB of deleted files
• Resolved countless viruses, ad ware and spy ware issues, by using McAfee, Network Searcher and Angry IP Scanner
• Recovered entire drives after computer would no longer boot to it.
• Troubleshooting and resolving permission (both file and registry)
• I also assisted Radio One in Boston, Philadelphia, Detroit, Atlanta and Corporate with computer services
• Troubleshooting and resolving various DNS and DHCP errors by using basic tools (tracert, ping) to narrow down the problem and then solving the problem accordingly
• Experience with some Linux packages (red hat, Knoppix)
• Troubleshooting and Resolving Blackberry issues with sending and receiving emails, setting up emails using Blackberry Webclient and Redirector