SUMMARY:

• I am a highly motivated individual and extremely hard worker. I would be a valuable asset to any company needing a trustworthy, technically proficient, professional, and detail - oriented person. I’m willing to relocate at my own cost.
• Well organized and can work without a lot of direct supervision and able to work independently. I am very talented person.
• Comfortable with multi-tasking and managing multiple priorities and/ or tasks at the same time while maintaining a positive and “can do” attitude.
• Good personal computer and business solutions software skills.
• Knowledge of Microsoft Office (Word, Excel, Outlook, etc.).
• Ability to work independently and as part of a team.
• Excellent communication skills and work well with others.
• Good presentation, analytical and problem solving skills.
• Familiarity with office equipment such as copiers, fax machines, printers, phones, and scanners.
• Will work on weekends as the company demands and requires.

COMPUTER SKILLS:

Software: Microsoft Office: Excel, Word, Outlook, PowerPoint, Visio, Citrix and Microsoft Windows Server 2008, SQL Server Management Studio, Enterprise Manager, Query Analyzer, SQL Profiler, DTS (Data Transformation Services), Upgrade Wizard Jobs and task creating and Scheduling.

Programming Languages: VB.NET, Java, SQL.

Microsoft Software: Microsoft Windows 7, Outlook, Exchange Server and Microsoft SQL.

Hardware: Compatible PCs, Laptops, Dell Workstations, Ethernet, Cisco Switches, Cisco Routers and Microsoft Routers, Video & Sound Cards, CD-ROM Drives, RSA Tokens, Multiplexors, Some high end printing systems, Cisco and Avaya Phone systems, Ring Scanners, Bluetooth Dongles and headsets, configuration and IP troubleshooting and OSPF. Cisco IP phones and MAC computers.

EXPERIENCE:

Confidential

Site Support Tech / Network Engineer

Responsibilities:

• Worked with ServiceNow for Trouble tickets.
• Performed troubleshooting on network connections, network login and authentication issues.
• Created and unlocked accounts as well as reset passwords.
• Respond to service requests and incidents in a timely manner.
• Worked with Outlook for email communications.
• Worked with Skype for Business for communications.
• Traveled to remote sites across all 50 states within the US
• Performed network authentication in test, monitoring and enforcement mode
• Used Splunk tool to run reports on all remote sites that show authentication issues.

Confidential

Field Service Technician

Responsibilities:

• Worked with ServiceNow for Trouble tickets.
• Performed inventory check on laptops and accessories as well as well unboxing them.
• Performed troubleshooting and repair on hardware and software issues.
• Created and unlocked accounts as well as reset passwords.
• Assisted with mobility support for Iphones and Androids
• Respond to service requests and incidents in a timely manner.
• Worked with Lotus Notes, and Outlook for email communications.
• Worked with Lotus Notes Sametime and Skype for Business for help desk communications.

Confidential

Remote Field Service Technician

Responsibilities:

• Performed hardware upgrades from Windows 7 to Windows 10 for RAPIDS machines at DEERS sites remotely.
• Confirming with DMDC that workstations were checking into the domain and AMO/SDO.
• Excessed necessary hardware equipment to site and DMDC.
• Issued Test CACs and Teslin cards.
• Performed inventory check through Installer App.
• Performed software upgrades by reimaging workstations from Windows 7 to Windows 10 for RAPIDS machines at DEERS sites.
• Trained users on how to use Windows 10 and trained colleagues on everyday tasks and responsibilities.
• Performed Windows 10 software and hardware upgrades
• Sanitized unused computer hard drives using DoD approved wipe disk software
• Provided technical assistance and to system end users
• Inspected equipment and prepared equipment for delivery
• Installed computer hardware, telecommunications components, hardware, and cabling
• Installed and configured complex software applications and utilities
• Installed peripheral components, such as minor LAN components and cabling, monitors, keyboards, printers and disk drives on user's premises, following installation procedures
• Loaded specific software packages, such as operating systems, hardware drivers, and custom application software on computers
• Coordinated with communication engineers and local IT offices to obtain required connectivity
• Performed full operational test of all software and hardware peripherals for each system
• Instructed user in use of equipment, software, and manuals
• Performed minor maintenance tasks, such as replacing a bad component
• Answered user questions in person and via telephone concerning systems operation
• Performed minor system hardware diagnostics and advised on system support software problems
• Replaced defective or inadequate software packages
• Traveled extensively throughout all 50 states, meeting demanding and ever changing schedule requirements
• Utilized Microsoft Access database to track, update, and report on equipment inventories at each user site visited

Confidential

Desktop Support/Cable Technician

Responsibilities:

• Ran and terminated cables, network/cable drops and installed network outlets and performed testing.
• Tested lines after installation to ensure they were working correctly
• Performed troubleshooting and repair of existing line problems.
• Used DameWare remote software tool for troubleshooting software issues.
• Perform software patching updates on desktops and laptops.
• Respond to service requests and incidents in a timely manner.
• Worked with Remedy for trouble tickets.
• Worked with HBSS and EMET to enable and disable software applications to run.
• Created accounts and mapped network drives for end users.
• Built Windows 10 machines using SCCM.

Confidential

Helpdesk Technician

Responsibilities:

• Perform phone support for OSD and JSP users related to software and hardware issues.
• Used DameWare remote software tool for troubleshooting software issues.
• Used Transverse software tool for service desk communication.
• Assisted in Mobi-Keys wireless setup for end users.
• Troubleshoot issues with NIPR and SIPR accounts.
• Created Microsoft 0365 accounts for users.
• Mapping network drives on NIPR and SIPR accounts.
• Respond to service requests and incidents in a timely manner.
• Worked with Remedy for trouble tickets.
• Ensured quick resolution of user concerns and escalated for complicated support issues to Triage Help Desk and Tier II Help Desk.
• Support end users on email client; Microsoft Office 365
• Perform software patching updates on desktops and laptops.
• Worked with Lync for email and help desk communication.

Confidential of Deputy Chief of Staff (Pentagon)

Jr. Computer Support Specialist

Responsibilities:

• Perform desktop support for G4 users related to software and hardware issues.
• Troubleshoot issues with NIPR and SIPR accounts.
• Assisted in the setup of VTC.
• Created Microsoft 0365 accounts for users.
• Setup and remove printers and replace toner cartridges.
• Mapping network drives on NIPR and SIPR accounts.
• Setup hardware and software for G4 users
• Respond to service requests and incidents in a timely manner.
• Worked with Remedy for trouble tickets.
• Ensured quick resolution of user concerns and escalated for complicated support issues to ITA, Chief, Sergeant and Lieutenant.
• Support end users on email client; Microsoft Office 365
• Perform software patching updates and reimaging on desktops and laptops.

Confidential

Tier 2 Help Desk Technician / Jr. Systems Engineer

Responsibilities:

• Help Desk Support for users via phone related to software and hardware issues.
• Troubleshoot issues with mailing systems such as DSS and PASS
• Assisted with configuring DSS Laptops and PASS cart machines
• Setup hardware and software for DSS Laptops and PASS cart machines
• Respond to service requests and incidents in a timely manner.
• Worked with ServiceNow for trouble tickets.
• Ensured quick resolution of user concerns and escalated for complicated support issues to Sr. Technicians and Supervisors.
• Support end users on email clients; Microsoft Outlook, Microsoft Office 365
• Perform software patching updates on DSS and PASS machines.

Confidential

Tier 1 Help Desk Technician

Responsibilities:

• Help Desk Support for users via phone local distance, long distance related to logging into websites, signing up for classes and account issues.
• Respond to service requests and incidents in a timely manner.
• Worked with PeopleSoft software tool for trouble tickets.
• Ensured quick resolution of user concerns and escalated for complicated support issues to technicians.
• Support end users on multiple email clients; Microsoft Outlook, Lynx and Exchange
• Manage all user’s domain and Microsoft Exchange 2013 accounts.
• Worked with Lync for email and help desk communication.

Confidential

IT Specialist Jr.

Responsibilities:

• Help Desk Support for various clients via phone local distance, long distance and overseas related to pc and account issues.
• Identify, isolate and repair computer equipment showing wear and tear as well as during preventative maintenance routines
• Respond to service requests and incidents in a timely manner.
• Worked with Remedy software tool for trouble tickets and with Active Directory for creating, adding, and managing users such as giving user permissions and privileges.
• Ensured quick resolution of user concerns and escalated for complicated support issues to Tier 2 Help Desk Representatives and Supervisor.
• Support end users on multiple email clients; Microsoft Outlook and Exchange
• Manage all user’s domain and Microsoft Exchange 2010 accounts.
• Troubleshoot VPN and internet connectivity issues.
• Provide mobility support for handheld devices such as Blackberry.
• Worked with SCCM tool for migration to Windows 7
• Troubleshooting scanners and printers.
• Deployed 40-50 Cisco IP phones.

Confidential

Help Desk Technician

Responsibilities:

• Help Desk Support for various clients via phone local distance, long distance and overseas related to pc and account issues, conference calls and voicemail.
• Oversaw and trained a team of 15 help desk agents as well as evaluated weekly performance metrics.
• Provided technical expertise to team when needed.
• Monitored progress toward goals.
• Spot-checked work to ensure Help Desk Staff were knowledgeable and courteous.
• Provided written reports and documentation to management.
• Identify, isolate and repair computer equipment showing wear and tear as well as during preventative maintenance routines
• Setup, cabled and configured IP address, router, Layer 2/3 switches.
• LAN and WAN troubleshooting, configuring VLANs to route traffic.
• Troubleshooting scanners and printers.
• Respond to service requests and incidents in a timely manner.
• Worked with Remedy software tool for trouble tickets and with Active Directory for creating, adding, and managing users such as giving user permissions and privileges.
• Worked with Lotus Notes to generate summary reports daily, emails and for communication with Help Desk team.
• Ensured quick resolution of user concerns and escalated for complicated support issues to Tier 2 Help Desk Representatives and Supervisor.
• Planned for Network Outages by opening up SRT bridges, GCARS and supported disaster recovery plans.
• Support as necessary on a 24-7 basis to limit system down time during internal or external outages.
• Support end users on multiple email clients; Lotus Notes, Microsoft Outlook and Exchange
• Manage all user’s domain, SharePoint and Microsoft Exchange 2010 accounts.
• Troubleshoot Cisco VPN and internet connectivity issues.
• Troubleshoot Citrix VPN and Citrix RSA login and account issues.
• Troubleshoot Active Directory account issues.
• Provide mobility support for handheld devices such as Blackberry.
• Generate the daily Crystal Reports
• Server monitoring, acknowledgment and escalation on varying severity of alarms
• Upgrading to latest service packs

Confidential

Help Desk Technician

Responsibilities:

• Help Desk Support for various clients via phone local distance, long distance and overseas related to pc and account issues, conference calls and voicemail.
• Identify, isolate and repair computer equipment showing wear and tear as well as during preventative maintenance routines
• Respond to service requests and incidents in a timely manner.
• Troubleshooting scanners and printers.
• Worked with Remedy software tool for trouble tickets and with Active Directory for creating, adding, and managing users such as giving user permissions and privileges.
• Worked with Lotus Notes to generate summary reports daily, emails and for communication with Help Desk team.
• Ensured quick resolution of user concerns and escalated for complicated support issues to Tier 2 Help Desk Representatives and Supervisor.
• Planned for Network Outages by opening up SRT bridges, GCARS and supported disaster recovery plans.
• Support as necessary on a 24-7 basis to limit system down time during internal or external outages.

Confidential

ERP Help Desk Analyst

Responsibilities:

• Help Desk Support for various users at Dulles and Reagan Airport and at the Dulles Metrorail Project related to account issues.
• Respond to service requests and incidents in a timely manner.
• Worked with the ServiceNow tool for tickets and with Active Directory for creating, adding, and managing users such as giving user permissions and privileges.
• Assist customers with setting up and troubleshooting Oracle EBS accounts.
• Assist customers with creating and logging into OBIEE Reports.
• Help create and process invoices, payments and release for customers.
• Create expense reports and MWAA requisitioners.
• Help and troubleshoot issues with ordering products and supplies from DC and Dulles Warehouses.