SUMMARY

• I have acquired over 10 years of experience in the private and gov t sectors in information technology
• IT environments, with over 16 years of experience in customer service, systems administration, networking, desktop and helpdesk support to include hardware and software support.
• I have extensive knowledge in the evaluation, installation and troubleshooting of Information technology environments.
• In order to support a variety of end users I am skilled in desktop support for: Windows 2000, XP, Vista, Windows 10 and Windows 7 operating systems.
• Working knowledge of network protocols and procedures to include in - depth knowledge of anti-spyware and anti-virus software packages TCP/IP networking,
• DNS, DHCP and VPN, Active Directory administration, and can effectively diagnose and resolve issues inside local area networks

TECHNICAL SKILLS

• Microsoft Office, Windows XP, Vista, 7, 8, and Windows 10. Norton Ghost, Veritas Backup, Norton Enterprise, Cat 5 Cabling, Solar winds, Switches, Routers, Strong in Microsoft OS and hardware troubleshooting, wireless networking, iPads, mobile devices, SCCM, Active directory, Windows Server, Symantec antivirus, encryption.

PROFESSIONAL EXPERIENCE

Confidential, Washington, DC

Team Lead

Responsibilities:

• In charge of manage a group of 5 technician in a daily basis.
• Active Directory Management including group creation, user account creation and moving objects between OUs
• Ticket management through Service Now including repair/replace tickets and incidents.
• Inventory management of laptops and desktops to be deployed to users through Service Now.
• Backup/Restore data through Bigfix.
• Citrix management (Citrix studio and Director) for users and computers.
• In charge of creating new processes (SOP) for the team and inform upper management.

Confidential, Washington, DC

Systems Administrator

Responsibilities:

• Administer and maintain end user accounts, permissions, and access rights on Windows 2008/2012 servers
• DHCP administration
• Create and set up virtual servers through VSphere
• Transfer files between Testing, Development and Production environment.
• DHCP reservation for computers and printers.
• Queue Manager with Remedy ticketing system.
• Active Directory Management including group creation, user account creation and moving objects between OUs.
• Printer queue creation and troubleshooting on print servers.
• Virtual drives creation on IIS.
• Users and Group creation and modification through AD.
• Grant admin permission to local user’s computers.

Confidential, Washington, DC

Senior Desktop Support Engineer

Responsibilities:

• Team Lead in charge of a project for over 1,000 plus computer refresh deployments to windows 10 on a yearly basis.
• Provides Tier 2 troubleshooting and resolve problems with Windows 7 and 10 computers, Ipads and phones.
• Monitor work and complete tickets on Service Now in a timely manner fulfilling the stipulated SLAs.
• Manage computers including the use of remote tool and push software packages through DSM server
• Hardware Support including internal parts replacement for laptops with expired warranty.
• VIP technical support to Confidential Senior Management
• Encrypt/Decrypt and profile Android and Apple Phones including policies application and configuration.
• Application of VoIP Profiles to Cisco Soft Phones and profile creation through Cisco Prime Collaboration Interface.
• Support provided for Cisco AnyConnect VPN client.
• Inventory Management Lead. Successfully performed inventory of IT assets.
• Maintained and updated all assets documents and records on a regular basis.
• Successfully stopped loss of equipment implementing new methods of access and security.
• Effectively track equipment through Service Now ticketing system and Excel.

Confidential, Washington, DC

Desktop Support Team Lead

Responsibilities:

• Responsible for installation, configuration, troubleshooting, support and maintenance of
• PC hardware and peripherals including desktop computers, laptop computers, scanners, modems, and a variety of networked printers.
• Managed RSA Server and the inventory database for the users using Confidential .
• Assisted users connecting to VPN connection and resolving Citrix virtual server problems
• Troubleshoot problems with blackberries on the devices and through BES management.
• Outlook 2010 support including user account configuration, .ost file management & repair.
• Move AD objects, reset passwords, enable/disable accounts on Active Directory.
• Managed SCCM features (software pushes, remote tool, etc) and SCCM reporting tool.
• In charge of reporting daily, weekly and monthly tickets stats to management.
• Escalation POC for any major incidents and outages.
• Setup of New users, MAC requests.

Confidential, Washington, DC

Field Computer Hardware Support Engineer

Responsibilities:

• Troubleshooting a variety of computer issues
• Replace hardware components in laptop, servers and desktop computers in a professional environment.
• Hardware components include motherboard, processor, LCD screens, etc.

Confidential

Service Desk Technician

Responsibilities:

• Provided networking and desk side support for pc, printers, etc.
• Documented all problems, provided follow-ups and solutions using Footprints ticketing system, and reported major issues to Network Administrator
• Loaded images using Norton Ghost
• Used telnet, tracert and ping to diagnose any networking problem.

Confidential

NOC Technician

Responsibilities:

• Provided customer Service for VIP customers by phone
• Conducted internal and external network monitoring via SolarWinds and Pathtrak
• Managed basic ARRIS CMTSs configurations trough SSH
• Monitored Firewalls via HTTP connection.
• Escalated problems to Network Engineers as required, acted as Tier 1 to troubleshoot external networking issues
• Provided daily report of activities at the end of Shift
• Managed modems through Intraway system

Confidential

Desktop Support Specialist

Responsibilities:

• Oversaw working functionality of over 60 computers and 3 Windows 2000 servers
• Added, disabled, created and/or assigned permissions to user accounts in active directory
• Diagnosed and fixed problems inside Local Area Network, troubleshoot problems with switches and routers
• Assumed responsibility for backing data utilizing Confidential Backup Exec. 7.3