SUMMARY:

• Highly motivated Technical Support professional. Able to communicate with customers and senior level officials on various escalated situations.Maintain ongoing communication and develop professional relationships.
• Strong verbal, listening and written skills. Able to negotiate and apply problem - solving skills accurately and efficiently.
• Able to manage time, complete tasks on an early basis, and prioritize tasksadept at multitasking to achieve individual and team goals.
• Able to communicate in English, Hindi, and Arabic.
• Troubleshoot VPN local/network printers, fax machines, and dock. Troubleshoot Windows and OS X operating systems. Troubleshoot and configure Microsoft Office (2003, 2007, and 2010) products. Troubleshoot and maintain conference rooms. System analysis, network topologies and protocols. Troubleshoot and management servers.
• Use of basic MS-DOS and terminal commands.
• Perform network setup, maintenance, configuration, and troubleshooting. Perform installation of workstation hardware. Replace computer hardware/ Perform user account setup on windows. Backup and restore operating systems and servers.
• Utilize ticket system to resolve computer conflicts.
• Manual Testing, Accessibility testing, Section 508, and Functional Testing.

COMPUTER SKILLS:

Applications: Microsoft Technologies (Active Directory, MS Office, Microsoft Exchange, Windows Server 2003/2008/2012 , Windows 7, MS Project, O365, Skype for Business) Microsoft SharePoint, VMware, Eclipse, Adobe Dreamweaver CS5, SQL Developer, JAWS, Symantec, WSUS, Barracuda Back - Up, SCCM, Juniper Firewall, Splunk, Avaya Phone System.

Database systems: Oracle, Access.

Programming Languages: HTML, Python, JAVA, SQL. ProjectDox System Administration & Visio Flowcharting for QNomy Cue Management.

Operating systems: Windows (Vista, XP, 7), Apple OS X Leopard.

WORK EXPERIENCE:

Confidential, Suitland, MD

Network Engineer

Responsibilities:

• Provide Network Infrastructure and Microsoft Windows system administration support for our client’s major systems and internal systems, including the equipment associated with the Internet Monitoring.
• Assist in managing network Microsoft Windows Server-based and personal computer-based operating systems and applications; implementation of new systems; conducting post-implementation evaluation and making recommendations and systems maintenance activities, including personal computers and other peripherals.
• Ensure all systems maintain high availability and are running at top performance.
• Microsoft Windows Server / Workstation: Installing, Configuring, Maintaining, Updating, Troubleshooting and Performance Monitoring.
• Microsoft Active Directory / Group Policy configuration and support.
• Initiate repair assistance requests to vendors when problems cannot be resolved.
• Light SQL databases administration: Install, Backup and Restore, perform database monitoring/tuning. Maintaining and purging SQL Log File.
• Serve as a technical source in the area of local and wide area networks, systems administration of network operating systems, systems security and other network-based applications. Cisco Routers, Switches and Firewalls: Installing, Configuring, Maintaining, Firmware Updates, Troubleshooting and Performance Monitoring.
• Apply network and IT architecture methodologies sufficient to manage the design of network architectures, including evaluating and defining infrastructure requirements, selecting hardware and software components, coordinating network implementation planning and overseeing testing and implementation of IT systems that are critical to mission success.
• Provide support as the Subject Matter Experts (SME’s) in ensuring the confidentiality, integrity, and availability of systems, networks and data through the planning, analysis, implementation, maintenance, and enhancement of information systems security programs, policies, procedures, and tools.
• Assist in making recommendations on the scope of the information technology infrastructure, including identification of processes, functions, items to be controlled, and information to be recorded.
• Conduct technical evaluation studies to support analysis of specific issues relating to the application of information technology; conducts technical evaluation studies in the selection and proper application of emerging computer technologies as required.
• Assist in conceiving/planning and conducting challenging local area network (LAN) design projects, baseline studies and trade-off analyses aimed at improving the cost effectiveness and efficiency of client’s network architecture configurations.
• Assist in developing, implementing and maintaining system program documentation. Maintain relevant paperwork such as support agreements, maintenance contracts, training schedules, problem reporting, inventory, Application Status and History, IT issue resolution, and tracking.
• Support the preparation of functional descriptions, network topology diagrams, system/subsystem specifications, end user manuals, and regulations in accordance with the client’s guidelines.
• Provide technical assistance and guidance to communication-information system users.
• Assist in the development of plans and policies for systems improvement, conducts post implementation evaluations and make recommendations.
• Assist in reviewing technical specifications and evaluating proposed equipment configurations for suitability of use and interoperability with existing system and network architectures.
• Assist in reviewing technical specifications and proposed equipment configurations identifying inefficiencies and problematic areas, formulates and implements solutions to computer related problems in order to improve operations; and recommends ways to improve service to end-users.
• Provide a monthly report on all service work accomplished.

Confidential, Reston, VA

System Administrator

Responsibilities:

• Serve as the Technical Lead by configuring, installing, and supporting desktop computers, laptop computers, servers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.
• Configure IT devices for secure operation, including installation of security software, and software updates.
• Relocate IT equipment, including desktop computers, printers, monitors, and portable data storage devices.
• Retrieve equipment from departures to be re-imaged, reassigned, and updated in inventory.
• Track and update the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and time constraints.
• Provide software support for users of provided applications (as identified by the task, i.e. MS Project, OneDrive, Skype for Business).
• Support desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.
• Diagnose hardware and software failures, communicate the remediation plans to users, and provide status updates.
• Provide troubleshoot to application errors, including isolating problems, collaborating with other team members, and implementing a resolution.
• Provide virtual assistance sessions such as Windows Remote Assistance, Apple Remote Desktop, and Skype for Business.
• Re-image desktops and laptops, as needed, and deploy new equipment to end users.
• Perform advanced diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and printers.
• Provide troubleshooting of issues with the drive towards root cause identification and resolution.
• Responsible for integration of user workstations, including MAC workstations, with Microsoft Windows Server operation Systems.
• Regularly confer with database programmers, analysts, and other system administrators, and users regarding current prospective system changes and future needs.
• Manage and maintain the Active Directory, SharePoint, and O365.
• Use SmarterTrack ticketing system to keep track of any IT support requests and regularly update the system.
• Manage windows servers, repair, and troubleshoot.Manage user VPN access through Cisco VPN.
• Provide support to site-managed technical staff regarding system administration and usage.
• Maintain a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed.
• Work closely with the development team to coordinate maintenance and deployment of software, as well as provide training for customers and support team.
• Support continuous improvement in the process and quality of the operations. Provide and maintain a detailed documentation of all processes and operations.
• Determine logical solutions to complex system administration and application problems.
• Direct efforts of technicians who are involved in diagnosing and correcting system related failures, performing system management activities.
• Contribute knowledge and update information to maintain the Help Desk SOPs and Training manuals.
• Follow set policies and procedures when assisting clients to ensure proper handling of requests.
• Develop end-user documentation and instructions.

Confidential, Largo, MD

Project Administrator/ Help Desk Support

Responsibilities:

• Played a key role in ensuring that all internal county officials and external applicants are able to utilize the proprietary software, ProjectDox, to review plans and issue permits electronically.
• Performed project administration of the proprietary software ProjectDox (online permitting system).
• Serve as a liaison between the contractors (Avolve) and PG County’s Confidential . Communicate all related issues faced in workflows to the application developers.
• Created and ran reports given to Confidential ’s directors and senior level staff. Followed up on projects that are pending with the reviewers.
• Followed up with the applicants to ensurethat they were aware of the status on the process holds.
• Created and maintained user access rights and permissions for applicants, reviewers, and supervisors via various web-based applications, such as ProjectDox, e-Permits, Govolution, and Q-NOMY.
• Ensured workflows are followed correctly when they crash in the system and reported it to the developers for repair.
• Provided new users with IT orientation to explain guidelines and procedures of using the county government systems.
• Set-up training sessions with Avolve for reviewing plans that have been uploaded by the applicants. Trainedall internal and specific external users.
• Created and regularly updated the user guide for ProjectDox when developers added enhancements and additional steps within the workflows.Created and coded email notifications for ProjectDox using HTML coding for each new step in the workflow.
• Provided timely and quality IT support to users, including troubleshooting hardware, network, drivers, PCs and laptops applications (ProjectDox, ArcGIS, and other applications used). Identified efficiencies to reduce wait time in resolving customer troubles.
• Set-up and connected employees to the Wi-Fi network and troubleshoot respective devices.
• Assisted employees on how to use various applications, such as Microsoft Office Suite, ProjectDox, ArcGIS, and ePermit.
• Assisted the Project Manager with inventory on hardware and software, and space planning for PG County’ Confidential .
• Manual testing for ProjectDox application, accessibility testing and functional testing for ePermits and ProjectDox application.
• Section 508 using JAWS as a tool to run the testing for ProjectDox, ePermits, and Q-Nomy.

Project Administrator/ Help Desk Support

Confidential

Responsibilities:

• Organized the proprietary software ProjectDox (online permitting system).
• Served as a liaison between the contractors and PG County’s Confidential . Communicated all IT workflow related issues to the application developers.
• Created and ran reports given to Confidential ’s directors and senior level staff. Followed up on pending IT and workflow related issues with the reviewers.
• Created and maintained user access rights and permissions for applicants, reviewers, and supervisors via various web-based applications, such as ProjectDox, e-Permits, Govolution, and Q-NOMY. Set-up users to the Wi-Fi and Intranet network.
• Ensured workflows are followed correctly when they crash in the system and report it to the developers for repair. Provided accurate and timely documentation of actions.
• Createdand updated user guide for ProjectDox. Coded email notifications for ProjectDox using HTML coding.
• Provided timely and accurate IT support to users for hardware, network, drivers, PCs and laptops applications related issues.
• Provided daily support to Confidential by instructing employees on use of various web-based applications and software.
• Manual testing for ProjectDox application, accessibility testing and functional testing for ePermits and ProjectDox application.
• Section 508 using JAWS as a tool to run the testing for ProjectDox, ePermits, and Q-Nomy.

Confidential, Largo, MD

Help Desk Support Intern

Responsibilities:

• Assisted with space planning and allocation for efficient and functional distribution of hardware and employee cube/office space.
• Created QNomy workflows using Microsoft Visio for optimum performance of services provided by the department.
• Provided System administration training for ProjectDox by direct contractor Avolve.
• Created email notifications for ProjectDox using HTML for each step in the process workflow.
• Managed and organized all relevant files and directory structure for the new SharePoint website.
• Installed and maintained PC and laptop software and hardware for all users.
• Utilized problem solving and troubleshooting abilities to resolve any hardware devices.

Confidential, Largo, MD

Engineering Intern

Responsibilities:

• Maintained two special utility databases (Street Lighting and Special Utility) using Microsoft Access.
• Uploaded, created, arranged, and maintained files on the Special Utility team site using Microsoft SharePoint.
• Installed and supported PC’s. Configured hardware devices to the Local Area Network (LAN).
• Provided training to employees and other interns on the use of the ArcGIS system.