TECHNICAL SKILLS:

Active Directory (AD): Group Policy, DNS, DHCP, PowerShell and LDAP

Strong knowledge in: Exchange 2010, Lync 2013 and Blackberry Exchange Server (BES)

Proficient in Cisco routers/switches: VLANs, Port Security, VPN and VOIP phones

Experience in: Proxy servers, firewalls, web applications, spam filters and Load Balancers

VMWare: ESXI hosts, VCenter migrating and provisioning Virtual Machines

EXPERIENCE:

Network Administrator

Confidential, Washington, DC

Responsibilities:

• Manage, secure and maintain the banks’ critical server and networking infrastructure
• Coordinate special projects: LAN/WAN expansion, network wiring plans, hardware/software purchases
• Administer enterprise level Exchange mail system and Active Directory infrastructure
• Built, configured, and maintain Server 2012/2008 for Lync 2013, File and Print Servers, FTP and
• Performed client and enterprise server backups and recovery using NAS and RAID technologies
• Highly skilled in Active Directory tools: DNS, DHCP, GPOs, account management
• Oversee the day - to-day network monitoring operations, data access privileges, and ticket management
• Install system patches via WSUS and perform vulnerability scans, STIGs for system compliance
• Provide expertise for Virtual environments including VMWare, Citrix/Wyse, Citrix clients and VPNs

Office 365 Onboarding Engineer

Confidential, Redmond, WA

Responsibilities:

• As an Onboarding Engineer I was responsible for providing the technical aspects to O365..
• Assisting Office 365 customers with the configuration of onboarding tools and the core Office 365 Services technologies via phone or email:
• Exchange Online, Office 365 Enterprise, Office 365 ProPlus, OneDrive for Business, Power BI, Project for Office 365, Project Online, SharePoint Online, Skype for Business Online, Yammer Enterprise
• Verify/Validate/Adjust DNS records (A, CNAME, MX, Autodiscover, etc.)
• Active Directory with Azure Active Directory Connect, and Federated settings

Help Desk Analyst/O365 Admin

Confidential, Silver Spring, MD

Responsibilities:

• Manage IT resources for multiple sites in DC, Chicago, New Hampshire and Atlanta
• Administer a large Active Directory Forest, domains, child domains and trusts
• Utilized Remote Desktop Connection, DameWare Mini Remote Control and SpiceWorks
• Support communications applications: Cisco Systems VPN Client 5, Windows 7 VPN, and Lync 2013.
• Lead and completed migration project of Office 2013 & Office 365
• Troubleshoot operating system and hardware issues on desktops, laptops and servers with-in a Windows/Mac environment.
• Manage virtual machines for both the servers and virtual clients.
• Created images and migrate systems from XP & Vista to Windows 7.
• Responsible for Kaspersky Security Center to include: Kaspersky Endpoint Security 10, deployments and software updates, Policy development and maintenance, Kaspersky Anti-virus, KSC & Computer management and monitoring.
• Maintain incident tracking system from the input of issues through the resolutions in the web-based ticketing system.

Network System Administrator

Confidential, Laurel, MD

Responsibilities:

• Provide Tier II/III support to the enterprise for several contracts spanning across offices in multiple states
• Configured Exchange 2010, Lync 2010, Domain Controllers, DFS and PBX servers.
• Manage Active Directory including Forest topology design, Group Policy design and Domain OU structure
• Install, monitor, and maintain servers, build-out desktop and image creations, and ensure updates.
• Configured Cisco switches/routers, VLAN, VPN, DHCP and Proxy setting
• Use KVM, Remote Desktop and software such as Spiceworks and TeamViewer to provide remote services.
• Wiring closets and switches by pulling cable for networking, punching down blocks, patching panels and RJ45 wall outlets.

System Engineer

Confidential, Gaithersburg, MD

Responsibilities:

• Analyze various customer requirements and provide demonstrations and solutions to fit a client’s needs.
• Perform out-of-the-box implementation and customization to a suite of CA products such as DLP, Service Catalog and CA Service Desk, implement or transition from XP to Windows 7.
• Conduct the integration of Service Desk with Confidential & Confidential .
• Install and configure Confidential Introscope Java and various agents and monitor ongoing metric changes, create custom dashboards, triage problems, designing alerts and reports.
• Use VPN software such as TeamViewer and my Confidential & Confidential and Confidential SecureID generators.
• Create and manage virtual machines for users and for the use of staff training.

Senior Technical Helpdesk Support Specialist

Confidential, Washington, DC

Responsibilities:

• Provided first and second level helpdesk service to Arlington County staff through telephone, remote assistance, and hands-on support to resolve hardware and software related issues.
• Device re-builds, deployments, software and hardware installations, modifications, upgrades and repairs.
• Imaged pc’s and laptops through the use of Norton Ghost with XP and Windows 7.
• Utilized CA Service Desk ticketing system to record, track and update customer issues.
• Implemented and virtually managed Cisco VPN software on workstations.

Senior Technical Helpdesk Support Specialist

Confidential, Washington, DC

Responsibilities:

• Provided primary advanced level and technical helpdesk support to the US Patent and Trade Office customers for Enterprise Remote Access (ERA), VPN & Confidential SecureID, and TCP/IP.
• Used Remote Desktop Protocol, VMware VDM, DameWare and other tools to provide Remote Access resolution and virtual machine management.
• Implemented virtual machines, software installations, modifications and repairs.
• Offered Tier 3 level support and troubleshooting techniques for hardware and software related problems.
• Recorded all incident information in detailed format via EAMS (Remedy).
• Conducted follow-up on escalated incidents within the Service Level Agreement.
• Troubleshot various software proprietary to the Confidential including Windows, Black Berry & Confidential configurations, and support to PALM devices.

Technical Operations Engineer / Helpdesk Support

Confidential, Fairfax, VA

Responsibilities:

• Provided off-site Tier 2 helpdesk support for hardware and software issues including systems and network administration, equipment evaluations and upgrades.
• Supplied technical support through VPN technologies like GoToMyPC to a demanding and diverse range of customers from different industries in real-time, over the phone and through remote desktop tools.
• Worked with Tier 1 to ensure changes to documentation were adhered to and implemented in a timely fashion and also ensured the escalation process was strictly followed when triaging issues.
• Created virtual machines and provided user access through the use of token ID generators.
• Maintained various Norton Ghost images to image workstations Confidential separate client sites.
• Closed escalated trouble tickets for through a customized CRM and Clarify.
• Used knowledge of email fundamentals as it related to the PC and Windows while supporting Microsoft software products and 3rd party vendor software applications.

Technical Helpdesk Support Analyst

Confidential, Fairfax, VA

Responsibilities:

• Provided technical and software helpdesk support to the Confidential Offices using remote desktop protocols and by providing Active Directory and Exchange administration while using Remedy.
• Troubleshot various versions of Windows, Outlook, and Internet Browsers.
• Supported SecureID and Cisco VPN access for remote users throughout the country.

Technical Helpdesk Support Analyst

Confidential, Rockville, MD

Responsibilities:

• Advised and developed documentation on products and systems for use by MRIS staff and customers including items related to Fax on Demand, the website and other communication methods.
• Provided technical assistance and software support remotely using GoToMyPC and phone support.
• Troubleshot Windows, Outlook, Internet Browsers, TCP/IP, VPN and other customized software.