SKILLS:

• Microsoft Office, Windows 7/8 and 10, Macintosh OS X, Citirx, Sharepoint, Vcenter and VMware Vsphere, Active Directory, Group Polices, Bomgar, SCCM, SCOM, Solarwinds, HBSS, Tenable Secuirty Center and Nessus Vulnerability Scanners, Confidential, SCAP scans, Cisco IronPort GOOD BES 10, Airwatch, Cisco Jabber, Cisco Anyconnect, McAfee and BMC Remedy · Strong verbal and written skills
• Extensive experience with Visa/MasterCard/Discover/American Express credit card issuers
• Knowledge of operations and procedures applicable in credit card processing (Payment Card Industry Data Security Standard)
• Knowledge of PKI Encryption Technology
• Technical Helpdesk Support

WORK EXPERIENCE:

Confidential, Arlington, VA

Network Operations Center Analyst

Responsibilities:

• Provide 24x7 network monitoring, extensive troubleshooting and technical support
• Perform hourly checks to verify that the network operation is performing to full standards
• Monitor and address server issues found with Solar Winds and SCOM
• Conduct periodic/scheduled checks to ensure that network operations are performing to normal standards
• Correct minor problems on network systems and notify the correct personnel of the problem
• Assist System Engineers, Network Administrators and Desktop Engineers during maintenance window
• Monitor quarantined attachments from emails attachments are suspicious pdfs, exe, zip, docx, xls etc…
• Ensure proper backups and testing backup
• Conduct network data backups on designated network systems using Catalogic software
• Maintain tape library and prepare backup tapes for off - site storage
• Perform data restoration from data archives
• Provide support to lobby Omnivex players and unlocked/secured Confidential
• Unlock, modify and manage user’s accounts utilizing Active Directory
• Perform server maintenance and patch updates
• Apply STIG compliance policies to audit severs
• Perform Tenable Security Center and Nessus vulnerability scanners ( Confidential ) and SCAP Vulnerability assessment software
• Troubleshoot and repair Windows Server 2008 R2/ Windows Servers 2012 R2 and Windows 7, 8 and10 issues
• Mitigate system security risks and vulnerabilities
• Train and manage new Analysts

Confidential, Arlington, VA

Senior Desktop Support Analyst

Responsibilities:

• Provide 24-hour customer support for over 60 VIPs, 250 government employees and 1000+ contracting employees
• Provide technical support for Windows 8, Windows 10, MAC OS X platforms
• Provide technical support for Microsoft Office 2010 and 2013 suites
• Create, modify, track and resolve tickets using BMC Remedy
• Create, delete and modify user accounts and provide access to network shared drives and mailboxes using Active Directory
• Administer software packages to system both laptop and desktops using Microsoft SCCM Tools
• Troubleshoot iPhone, Samsung and Blackberry customers using BES 10, GOOD for Enterprise and Airwatch
• Administer and troubleshoot portable system encryption (BitLocker and CheckPoint)
• Provide remote desktop support using Bomgar and SCCM client application for onsite and offsite customers
• Troubleshoot Cisco AnyConnect VPN issues
• Support portable media devices with encryption such as IronKey and DataLocker
• Provide malware research/detection/research support utilizing McAfee's Host Based Security System (HBSS) software suite
• Implement, maintain and support desktop environments
• Troubleshoot Dell PC hardware and installation, Blackberries, Samsung Galaxies, iPhones, Samsung & Dell Laptops & Tablets
• Diagnose, troubleshoot and resolve software, hardware and connectivity issues
• Perform daily HBSS updates on agency equipment
• Perform IAVA security updates and Tenable Security Center and Nessus vulnerability scanners ( Confidential ) scans on agency equipment
• Create, reset and troubleshoot customers with Cisco Jabber issues using Cisco Unified Call Manager and Cisco Unity Connection
• Provide loaner equipment and maintain equipment inventory using Active Directory and BMC Remedy

Confidential, Sterling, VA

Technical Support Engineer

Responsibilities:

• Researched, resolved, and responded to questions/problems received via telephone calls and emails
• Provided support in accordance with current agency security policies and procedures
• Documented customer information and detailed problem descriptions in BMC Remedy ticketing system
• Escalate problems in accordance with Service Level Agreements and program policy
• Evaluated team workflow and processes and recommend and implemented improvements to those processes
• Reviewed customer support requests for accuracy and monitored quality of work performed by the team as directed by the manager
• Work on special projects as directed by the manager

Confidential, Sterling, VA

Implementation Coordinator

Responsibilities:

• Ensured payment operations were in compliance with credit card rules and regulations (PCI compliant)
• Guaranteed credit card data was secure when a transaction was processed
• Educated merchants about credit card security on different product options and services
• Support troubleshooting and Help Desk calls from customers (100+ calls daily)
• Identified and resolved technical related issues associated to a helpdesk environment and collaborated directly with IT department(s) to ensure proper technical specifications were met
• Created detailed troubleshooting documentation for distribution among team members

Confidential, Vienna, VA

IT Assistant

Responsibilities:

• Deployed system updates and software installations in a network Windows based environment
• Provided helpdesk support by troubleshooting and repairing PC complications
• Performed complete company IT inventories by logging/serializing PC specifications on 2000+ pieces of equipment