SUMMARY:

• Leverage broad and deep technical knowledge to troubleshot, diagnose, and resolve hardware, software, d Confidential base, connectivity, and other issues, errors, and failures.
• Skilled at supporting cutting - edge desktops, laptops, servers, networking devices, telephony, and mobile devices from a variety of manufacturers running on Windows, Mac, Unix/Linux, Android, iOS, and Confidential platforms. Perform virus and malware remediation to prevent security issues. Manage user accounts, access rights, and privileges; resolve login issues and reset passwords.
• Remote User Support / Troubleshooting & Diagnosis / Installation & Configuration / Technical Documentation
• Hardware & Software / Proprietary Systems & Application / Network Connectivity / Confidential Systems

TECHNICAL PROFICIENCIES:

Platforms: Windows Desktop NT-10, Windows Server 2003/2008/2012/2016, Active Directory, Exchange Server & Exchange Server WebApp, Skype for Business Server 2015 Lync, ISA Server, SQL Server 2005/2008, Mac OS, UNIX, Linux, BES, VMware, Android, iOS, PowerShell ISE with scripts, WDS, SCCM, AD Users and Computers, Server 2016 Print Management, Lync 2013, Microsoft Office, Skype for Business Server 2015 Control Panel

Software/: Tools: Visual Studio 2005/2008, Microsoft Office, Cisco VPN Client, Citrix XenApp, Crystal Reports, Backup Exec, Remedy, WDS, SCCM, AD Users and Computers, Remote Desktop Connection, Cisco VPN, Novell ZENworks Endpoint Security Management, ZENworks Console One, ZENworks Control Center, Confidential, SolarWinds, Wireshark, Network Analyzer, SIP Analyzer, Voice Quality Tester, Audio Analyzer, Overseer, Oracle Web Apps, Lotus Notes, Lotus Approach, IA Professional, Crystal Reports, VNC Scripts

Networking: TCP/IP, SNMP, DHCP, ODBC

Key Skills: Network Support, Security Support, Disaster Recovery

Hardware: Blade, Rack, SAN Servers (HP ProLiant, Confidential Power Edge), RAID, Cisco Routers, Cisco C Confidential lyst Switches, Cisco PIX & ASA Firewall, Aironet Wireless Access Points, Cisco VPN, Juniper Routers & Switches, SIP Gateway, Confidential Phones, T1/T3, PBX & PSTN Telephony, HP Tape Autoloader, Ethernet Cabling, Patch Panels, Installation & Testing Equipment/Tools, Printers (Xerox, HP), Desktops/Laptops ( Confidential, HP, Apple, Microsoft, Panasonic, Samsung) Mobile Devices (LG, Samsung, Confidential ), CAC Cards Readers

PROFESSIONAL EXPERIENCE:

Confidential

Information Technology Specialist

Responsibilities:

• Environment Windows 7-10, Windows Server, Microsoft Exchange/Exchange WebApp, Active Directory, PowerShell ISE with scripts, WDS, SCCM, AD Users and Computers, Server 2016 Print Management, Lync 2013, Microsoft Office, Skype for Business Server 2015 Control Panel, Mainframe Client Systems, Remote Desktop Connection, Cisco VPN, Novell ZENworks Endpoint Security Management, ZENworks Console One, ZENworks Control Center, Confidential, SolarWinds, Overseer, Citrix, Oracle Web Apps, Lotus Notes, Lotus Approach, IA Professional, Crystal Reports, VNC Scripts, Desktops/Laptops/Mobile Devices ( Confidential, HP, Apple, Microsoft, Confidential, LG, Panasonic, Samsung), Network Printers (Xerox, HP), DHCP, ODBC, Proprietary Software
• Implementation of preventive measure and maintenance, ensuring installation of utilities and tools to prevent or mitigate virus and malware infections.
• Perform hands-on troubleshooting, repair, and replacement of computer hardware for the different departments.
• Administer Active Directory domain, user accounts, and user access/privileges using various tools and utilities.
• Serve as lead technician on projects to implement of cutting-edge desktops, laptops, and mobile devices; collaborate on creating or reconstructing OS images.

Environment: Windows XP, Windows 7-10, Microsoft SQL Server 2005/2008, SCCM, Microsoft Office, Crystal Reports, Confidential, Confidential Backup Exec, Wireshark, Network AnalyzerServed as Network

Help Desk Support

Confidential, Maryland

Responsibilities:

• Providing a wide variety of Desktop and clerical support for the Information Technology staff and Network Operation Center on new Servers and PCs/ laptop deployment project.
• Troubleshoot various office/peripheral equipment issues ranging from desktops, laptops, scanners, printers and software.
• Provide on-site client support of new imaged re-installation/configuration of Microsoft Office 2010 applications, web d Confidential base applications, Citrix XenApp, VMware, Cisco VPN, CAC cards readers, RSA, wireless, Confidential, Android and Apple iPhone and iPads software and devices to thirty or more clients.
• Replaced older desktops and laptops with new HP and Confidential workstations and laptops while transferring the users’ profile settings and d Confidential from Windows XP to Windows 7.
• Performed all preparatory work including user profile transfer, PST file, copying and transferring files/d Confidential from network drives to new refreshed systems.
• Supported and respond to an open ticketing system.
• Implementation Windows Deployment Service server of Windows 7 images onto new HP desktops and laptops.

Desktop Support

Confidential, Rockville, Maryland

Responsibilities:

• Implemented Confidential desktops and laptops refresh initiative for Defense Confidential Information System Department while replacing older desktops and laptops with Confidential PCs.
• Performed all preparatory work including User profile transfer, PST files, copying and transferring files/d Confidential from network drives.
• Supported open ticketing system using Remedy application by providing on-site client support of newly imaged re-installation/configuration of Microsoft Office 2007 applications, web d Confidential base applications, Confidential software and devices, and CAC cards and PKI authentication application.
• Implementation of Norton Ghost to in preparation of Windows XP images onto new Confidential desktops and laptops.

Network Technician

Confidential, Maryland

Responsibilities:

• Main support consists of Confidential applications for servers/workstation, SAN implementation for voice/d Confidential recordings,, Confidential, PSTN based telephone system connection /patch panels, voice/d Confidential phones, desktop workstations and client support.
• Support Confidential product (hardware/software) integration and configuration of various Cisco routers and switches devices. Experienced in implementing and troubleshooting Confidential QoS based packets and frames by using various tools such as Wireshark, Network Analyzer, SIP Analyzer, Voice Quality Tester, and Audio Analyzer.
• Handling over 40 incoming calls per day via incoming Help Desk Call Center d Confidential base (Interactive). In charged with the responsibility of customer screening, problem escalation, assist in all phases of Contact Center and Help Desk. Assisted with the management and delivery of remote or onsite installation, configuration, and end user product application and devices of over 200 workstations on Windows XP operating system, network printers, and related technical items within the call-center.
• Assisted in planning and maintain support for all Microsoft SQL 2005/2008 d Confidential base systems of specialized d Confidential entry application including ODBC workstation configuration and transferring/extracting daily Crystal Reports formats including voice/d Confidential storage regarding to call center management.
• Implemented and maintain local company server architecture and monitor Blades/SAN servers, RAID implementation, Server upgrades (Hardware and Software) including WSUS implementation and maintenance and network configuration.
• Tape Drive backup and recovery installation and maintenance using Confidential Backup Exec including Confidential application while maintaining backup procedures.
• Supported and responded to ticketed system by providing on-site client support of Confidential client application, re-installation/configuration of Microsoft Office 2007 applications, d Confidential base applications, Confidential software/devices and Enterprise server maintenance ( Confidential firmware updates and user email account/applications Confidential device configuration).
• Maintain and supported of various products and application. Supported, logged and maintain server room UPS and backup generators. Maintaining of various Blade, Rack Servers and SAN Servers