SUMMARY

• IT Professional seeking a Systems Administrator or Software Engineering or Desktop Support position.
• Over 20 years of Computer Science experience.
• Over 5 years development experience in C++, MFC, Visual Studio environment.
• Full life cycle development experience with experience with design patterns, object oriented design and object oriented programming.
• Over 7 years desktop support experience in a Federal Government environment. Over 10 years experience in Desktop and Server support.

PROFESSIONAL EXPERIENCE

Field Services Engineer

Confidential, Laurel MD

Provide Confidential at Applied Physics Lab, resolve hardware, software and network incidents using Service Now ticketing system. Build, migrate and deploy Windows 7, Windows 10 and Mac OS X versions 10.11 and 10.12 systems using Altiris and Casper respectively. Resolve incidents by visiting users as well as using Bomgar and Casper Remote support tools. Work with other departments in resolving customer issues.

Systems Specialist

Confidential, Asburn Va

Image and deploy new workstations. Maintain user accounts in Active Directory and Suite Access and other internal systems. New user onboarding and setup, terminated user offboarding. Resolve tickets in ServiceNow ticketing system including network outages. Activate network ports, connect new network hardware. Support Windows, Mac & LINUX systems and all of the company’s email, messaging and printing needs. Provide Executive support for senior staff.. Setup new overflow space with 20 workstations with dual monitors and video cards, including imaging workstations and network connectivity. Support Video Conferencing. Support corporate wireless infrastructure.

Mac Desktop Support Specialist

Confidential, Washington, DC

Provide Macintosh Desktop Support for the Confidential . Provided support using Casper Suite, Apple Remote Desktop, LanDesk and Service Now. Provided support for onsite and remote users, supported remote users with RSA Tokens, Cisco AnyConnect and VNC. Patch Management using LANDesk. Build Software packages for user deployment using LANDesk. Create and maintain OSXimages. Patch management and software installation using Casper. Manage the Gallery’s printer RIP servers.

Senior Desktop Support Technician

Confidential, Bethesda, MD

Provide desktop support for National Cancer Institute. Provides enhanced VIP desktop and user support service to very important customers. Configure new workstations, resolve incidents and requests in Service Now tracking system. Resolve all issues concerning NCI desktops running both Windows 7, Windows XP and Mac OS X including issues with FileVault encryption, Bitlocker, PIV card readers, PKI certificates, encrypted email. Maintain and add Active Directory accounts for computers and users. Migrated windows systems from XP to Windows 7. Migrated Macs to confidential . Support Video Conferencing Provided remote support using Bomgar, ARD and RDP. Tier 4 escalation point for Technology Refresh Program, providing onsite and remote escalation for team of 6 Technicians and 2 QA Engineers. Led scouting of offices for discovery of systems needing to be upgraded or placed behind compensating controls. Help Desk agent resolving any IT issue that can be resolved remotely via Bomgar and over the phone for entire Institute, including remote users, handling large call volume. Resolve network issues including Port Activation and troubleshooting/fixing network switches. Resolve security vulnerabilities applying patches and updates or re - imaging systems with vulnerabilities. Add new network devices such as instruments, printers, providing port access information and application access information for firewall.

Desktop Support Technician

Confidential, Bethesda, MD

Provide desktop support Office of the Director. Configure new workstations, resolve incidents and requests in Service Now Tracking System. Resolve all issues concerning OD desktops running both Windows 7 and Mac OS X including issues with FileVault encryption, PIV card readers, PKI certificates, encrypted email both on desktops and BlackBerries. Maintain and add Active Directory accounts for computers and end users. Migrated windows systems from XP to Windows 7. Migrated Macs to Lion, Mountain Lion and Mavericks. Provided remote support using Tivoli, ARD and RDP. Completed Bomgar training. Provided support for a wide variety of users including Executive VIP conference support. Support of mobile devices BlackBerry on BES Server and iPhones using AirWatch.

Desktop Support Technician

Confidential, Bethesda, MD

Provide desktop support for confidential. Configure new workstations, resolve incidents and requests in Service Now and Remedy Tracking Systems. Resolve all issues concerning confidential desktops running both Windows XP and Mac OS X including issues with PGP encryption, PIV card readers, PKI certificates, encrypted email both on desktops and BlackBerries. Maintain and add Active Directory accounts for computers and end users. Support iPad launch program, managed mobile device trial using AirWatch. Developed image for deployment on new Mac systems using System Image Utility and PackageMaker. Provided remote support using Bomgar, RDP, and ARD. Support Linux end user’s with email and other Confidential applications. Support Linux end users with their Windows VM’s.

Desktop Support Technician

Confidential, Washington, DC

Troubleshoot any problems or issues that arise with Windows and Macintosh desktops and laptops with focus on the Macintosh systems. Support ITSS Team as required with installation/maintenance of ITSS Windows and Macintosh desktop/laptop equipment. Respond to emergency remediation service needs on equipment assigned to VACO top-level staff. Provide customer service and act as a liaison between clients and vendors. Developed Mac images using System image utility and PackageMaker.

Service Manager

Confidential, Gaithersburg, MD

Responsible for hardware and software repairs both onsite and carry-in. Provided timely and thorough resolutions to customer repairs. Made new and used hardware recommendations when repairs were not advisable. Recommended system upgrades and software solutions to solve customer issues.

Network Administrator

Confidential, Washington, DC

Responsible for overseeing entire network for medium sized business. Responsible for data and phone network monitoring and maintenance. Responsible for network of approximately 6 Mac OS X Servers, and 6 Windows Servers. Responsible for approximately 80 client workstations, installation, maintenance and repairs running both on Mac OS X and Windows XP. Responsible for orienting new users and new user configuration on both data and voice networks. Recommended hardware and software solutions to solve business challenges. Responsible for disaster recovery and all backups. Responsible for monitoring and maintaining backups and servers at collocation site. Responsible for configuration of Blackberries and user configuration on BlackBerry Enterprise Server and maintenance of Blackberry Enterprise Server. Responsible for adding Novell users to Corporate Groupwise Server and maintenance of user accounts. Responsible for troubleshooting Quark Publishing System, ensuring proper functioning during critical production times. Responsible for Server installation, configuration and maintenance. Provided automated solution for creation of pdf version of publication. Maintained FileMaker databases for IT purposes. Developed custom fax server solution. Maintained and enhanced custom FileMaker solution for producing Election Map Results for print and web. Coordinated repairs and purchases with outside vendors as well as service and maintenance. Performed hardware repairs and upgrades. Maintained and monitored over a dozen network printers. Configured Cisco firewall, maintained network switches. Configured Citrix access for end users, maintained offsite Citrix server. Maintained Microsoft SQL Server and MySql Server. Prepared reports and queries on BlackBerry Enterprise Server to report usage. Resolved any server or network related issues.

Systems Engineer

Confidential, Gaithersburg, MD

Specialized in Mac OS X Server deployment. Responsible for pre and post sales server technical support. Recommended, installed and maintained server solutions for key clients. Developed workflow applet for print advertising client. ConfidentialCertified Technical Coordinator,confidential Front line support Agent, Apple Product Professional, attended XSan hands-on training at confidential Computer. Provided in-house and on-site training. Coordinated, facilitated and presented Apple seminars in-house. Coordinated and implemented client move of server room, workstations and printers to new location. Deployed complete server, workstation, printer and software solution to Government publishing and video clients.

Software Engineer

Confidential, Rockville, MD

Performed full life cycle development of InvestmentView financial software for stock brokers. Built project plan for new release of InvestmentView product. Completed several releases of desktop product working in both GUI and calculations. Utilized technologies such as COM, DCOM, XML, XSL, HTML, design patterns and UML. in developing web based version of product. Developed in a Microsoft Visual Studio environment programming using Visual C++ and Visual SourceSafe.

Software Engineer

Confidential, Fairfax, VA

Performed full life cycle development of multi-threaded messaging system written in Visual C++ and Visual Basic. Developed GUI to database application using SQL, DAO, ODBC, RDO, Access, ActiveX, SQL Server. Completed Lotus Notes Training. Obtained Secret Security Clearance to perform job functions.

Technical Support Representative

Confidential, Silver Spring, MD

Provided Hardware and Software support for confidential, client server document imaging system. Provided support for integrated third party products such as Kofax and Oracle LiveLink. Developed call tracking database and knowledge base using FileMaker Pro and web based CGI. Provided shuttle API support. Certified shuttle developer.

Medical Informatics Technician

Confidential, Bethesda, MD

Provided Confidential and training campus wide. Developed accounts processing system in C on Unix platform, reducing processing time from hours to seconds. Developed Macintosh remote computer services, providing front end to library systems and applications. Developed installer scripts and automatic software installers and updaters. Developed front end to Library’s public catalog. Provided support for Microsoft Office Suite, Adobe products, Graphing programs as well as specialized programs in the library Windows and Macintosh labs.

Programmer Analyst

Confidential, Silver Spring, MD

Full life cycle development of Purchase Order Management, Accounts Payable, Merchandise Information Tracking, Manifesting, EDI, and Ticketing systems. Used CASE tools to write functional, technical, and programming specifications. Provided technical support to end users and operations staff. Provided on call, timely resolutions to production problems. Developed Tandem Pathway Requester Server pairs. Developed IBM batch programs on main frame and job schedules, as well as dyl280 programs. Wrote TACL macros to automate checkout checkin and building of code. Completed Unix and C++ training.

Instructor

Confidential, Landover, MD

Taught courses in Computer Programming, Systems Analysis and Design, Computer Operations on IBM mini computers and on PCs. Developed curriculum for Computer Programming certification. Taught RDP, Cobol, Basic, Word Processing, Database and Spreadsheets.

TECHNICAL SKILLS

• Altiris
• Casper
• LANDesk
• Absolute Manage
• Apple Certified Technical Coordinator
• Apple Certified Front Line Support Agent
• Service Now
• LANRev
• Apple desktop repairs
• Apple portable repairs
• Apple Product Specialist
• XSan
• FileMaker
• Mac OS X Server
• Mac OS X
• Windows Server
• BlackBerry Enterprise Server
• Unix
• Visual Studio
• Visual SourceSafe
• Visual C++
• MFC
• XML
• XSL
• MTS
• IIS
• COM
• DCOM
• COM+
• UML
• SQL Server
• Windows 10/7/NT/2000/XP/Vista
• Linux
• Oracle SQL
• Access
• ODBC
• DAO
• ActiveX
• Visual Basic
• FileMaker Pro
• MS Project
• Quark Publishing System
• Suitcase
• Portfolio Server
• MySql
• PHP
• Wordpress
• FTP
• Outlook
• Office Suite
• Adobe Acrobat Pro
• Java
• JavaScript.