SUMMARY:

Striving towards becoming a skilled Help Desk Technician with skills providing PC and SharePoint technical support. Experience diagnosing, troubleshooting, and resolving client issues with hardware maintenance, installations, and upgrades. An articulate, flexible, and personable communicator with excellent skills in client and vendor relations.

SKILLS:

Patch/Security Management - Active Directory - SnagIt - Snipping Tool - SharePoint Foundation 2010 - Windows XP/Vista/7 MS Office 2003/2007/2010/2016- Google Chrome - IE7/IE8/IE9/IE11 - Firefox - Bomgar- LogMe In Remote - AnyMeeting - Vendor Management - Adobe Acrobat Professional HEAT - BMC Remedy 8.1 & 9.1 Ticketing - JitBit Ticketing - Kentico CMS - Project Management - GoToAssist - Lotus Notes - Lotus Notes Traveler - Skype for Business - Remote Access on Mobile Devices, Macs, and Windows 7/8/10 - Managing RSA SecurID Tokens - Remote Assistance - Remote Desktop – LANDesk –TRC PIV Tool – Citrix – XenApp, Xen App Desktop - Fiberlink Extend360 and Cisco VPN – Juniper VPN – DOJ Connect VPN – Air Watch - Cisco AnyConnect-RegEdit – Symantec Endpoint Encyption – BigFix – Rule Execution Server (RES) – SCCM – Limited Familiarity with SQL – Limited familiarity with GPOs – Some familiarity with Active Directory services on Windows 2008/2012

EXPERIENCE:

Proprietary Systems Administrator Specialist

Confidential

Responsibilities:

• Responsible for monitoring of the I.T. service desk inbox.
• Responsible for the creation, completion, distribution, and escalation of all incoming service desk e-mails via Remedy ticketing software.
• Provide end user support for Citrix Remote services and Citrix databases using Citrix Xen Apps.
• Provide phone support for users in the area of file servers, system anomalies, emails, directories, and Windows programs.
• Assist users with troubleshooting Microsoft Outlook 2010/2016 and the Microsoft Office 2010/2016 Suite.
• Assist users with troubleshooting Microsoft Office 365
• First point of contact for troubleshooting hardware/software PC
• (Windows 7 / Windows 8 & 8.1 / Windows 10), printer, and mobile device problems both on-site and over the phone.
• Assist both local and remote users with troubleshooting HP Laptop and Dell Workstation issues.
• Responsible for assisting users with caching PIV Card credentials using both Symantec Endpoint Encryption and Symantec Administrator Client.
• Provide end user support to users using government issued smartphones and tablet devices (IOS/Android).
• Assist smartphone users with passcode changes, device unlocks, and software application pushes using the AirWatch Console.
• Managed User accounts by enabling, re-enabling, unlocking, and password reset functions via Active Directory.
• Provide end users remote assistance using IBM Tivoli TRC and Bomgar Remote Support.
• Responsible for conducting approved software installs via RDP.
• Responsible for the distribution and troubleshooting of RSA token key fobs as well as RSA software tokens for remote users via the RSA Console.
• Assist users with client issued proprietary databases, software, and software configuration.
• Provides expertise, guidance, and assistance in managing the development, administration, and evaluation of comprehensive security plans, programs, policies, and procedures for safeguarding personnel, property, information, operations, material, and automated information.
• Some familiarity with patch management with BigFix
• Some familiar with deploying security rules using the Rule Execution Server (RES)
• Configure Stealth Zone USB drives for user’s that need a portable drive exempt from Symantec encryption loaded on desktops.
• Manage Citrix user accounts via the Citrix XenServer
• Configure & Install Widows 7/10 based PCs, Printers, and Desktop Assets

Technical Support

Confidential

Responsibilities:

• Perform internet research on a broad range of subjects
• Provide SharePoint 2013 end user support
• Perform basic telesales and schedule appointments
• Assist with the design, migration and updates of Kentico websites
• Support Microsoft Office 365 Migration, Archiving, eDiscovery, Compliance and Data Loss Prevention

Windows 7 Migration Technician

Confidential

Responsibilities:

• Maintain and support corporate standard Operating System build process
• Surveyed PC and applications for Windows 7 compatibility issues as well as gather any unique hardware, application, and software requirements
• Backup end user data and migrate applications
• Provide end user support post migration
• Install and configure COTS applications

Tier 1 Technical Support

Confidential, Accokeek, MD

Responsibilities:

• Design, Build and Support SharePoint solutions using SharePoint Foundation 2010
• Design, Build and Support Kenitco CMS Websites
• Provide technical support for Microsoft Office Suite 2007/2010 and Adobe Acrobat Professional.
• Manage user accounts using Active Directory, including creating users, resetting passwords, using Windows Server 2008.
• Assist in new client network setups including software installation.
• Install, configure, and troubleshoot desktop software installations.

Student/Help Desk Support

Confidential

Responsibilities:

• Provided Customer Service to current students/alumni
• Answered Phone Calls
• Provided IT Support
• Received Customer Service training through Achieve Global

Administrative Assistant

Confidential

Responsibilities:

• Communicated with persons outside of the agency, represented the agency to customers, the public, and other external sources, via face-to-face, in writing, and via telephone/electronic transfer
• Scheduled appointments for conferences and meetings within GroupWise
• Provide technical support for Microsoft Office Suite 2007/2010 and Adobe Acrobat Professional.