PROFESSIONAL SUMMARY:

• A well - presented, well-mannered and articulate helpdesk support professional with extensive experience of performing diagnostics and resolving a customer’s technical problems via telephone, e-mail and one to one.
• Having a proven track record of successfully finding the root causes of problems, resolving them or Forwarding suggestions for improvements.
• A problem solver who enjoys a challenge and can work well under pressure and who possesses strong customer service skills, good communication skills and attention to detail.
• Looking for a company which will challenge my problem solving skills and allow me to continue to develop my knowledge and potential.
• Self-motivated critical thinker, capable of prioritizing special assignments to meet deadlines.
• Strong interpersonal, support and leadership skills.
• Over 8 years of technical & customer support experience.
• Organized and effective at prioritization and multi-tasking.
• Ability to learn new skills rapidly, in both hardware and software.
• Consistent overachiever in ticket closure within a Service desk environment.
• Ability to work shifts and weekends - occasional overtime / overnight.
• Ability to listen to, understand and defuse difficult situations.
• Handling incoming incidents via the phone, email and in person promptly and effectively.
• Answering & responding to all calls & requests within service level agreements, keeping customers updated as to progress.

AREA OF EXPERTISE:

• IPv4/6, DNS, DHCP, VLAN - network troubleshooting and advance configuration.
• Cisco Network Switches - port configuration, patching & troubleshooting
• Windows Server/Print Server - setup, configuration & troubleshooting
• MS Active Directory - user account creation, distribution groups, security groups, group policy & computer object administration.
• MS Exchange/Office 365 - user account creation, distribution group & administration.
• MS WDS/MS SCCM/Symantec Ghost/Acronis - image creation and deployment.
• Blackberry Enterprise Server - client device management & troubleshooting
• Advanced Mobile Smartphone provisioning, configuration, troubleshooting and carrier management: (AT&T Premier, Confidential My Business)
• Service Desk - Tier 1/2/3 and System Administration experience.

TECHNICAL EXPERTISE:

• Windows XP/7/8/8.1/10 & Mac OSX 10.6+
• VMware Workstation 7-12 & ESX/ESXi 4.1-6.0
• Microsoft Office /Office365
• Windows Server & Active Directory
• Exchange Server /Office 365
• Blackberry Enterprise Server (BES)
• System Center Configuration Manager 2012
• Cisco Unified CM Administration
• Polycom Phone Administration using I3 by Interaction Intelligence
• Putty - SSH and Telnet
• BMC Remedy, BMC Track-IT, HP Service Center, Fresh Service, Connectwise & issueTrak
• Android, iOS, BB, Windows mobile
• ActiveSync, Mobile iron, Air watch.

EXPERIENCE:

Confidential

Systems Administrator, Reston, VA

Responsibilities:

• Provided onsite/ remote support for escalated Windows 7, Windows 8, Windows 10 and business application issues for users at headquarter office in Reston and for Offices in Ottawa Canada.
• Created Windows 7, Windows8/10 company images using VMware Workstation, Windows AIK and Windows ADK tools.
• Deployed Windows 7, Windows 8/10 company images using Windows Deployment Services and Microsoft Deployment Toolkit.
• Utilized Putty to SSH into cisco switches to provision switch ports such as assigning vlans and troubleshooting authentication issues using 802.1x authentication.
• Setup and Troubleshooted issues with Networked Printers using Print Management on Windows Server 2012
• Created, Modified and Deleted Active Directory user accounts, computer objects, security groups and group policy objects.
• Added and modified folder permissions to network shared drives for department folders within organization.
• Administered and Maintained all Datacenter System Backups via Symantec Backup Exec
• Setup, Administered and Maintained Dell Open Manage and utilized web interface for monitoring alerts for all networked devices in the datacenter such as amber drive alerts, power faults, system errors, etc.
• Setup And Administered all onsite digital signage displays and the management system to make sure it was properly patched, calibrated and updated with content.
• Adhered to Service Level Agreements and followed Standard Operating Procedures.

Confidential

IT Support Specialist, Tysons Corner, VA

Responsibilities:

• Provided support for escalated Windows 7, Windows 8, Windows 10 and business application issues.
• Created Windows 7, Windows8/10 company images using VMware Workstation, Windows AIK and Windows ADK tools.
• Deployed Windows 7, Windows 8/10 company images using Windows Deployment Services and Microsoft Deployment Toolkit.
• Utilized Putty to SSH into cisco switches to provision switch ports such as assigning vlans and troubleshooting authentication issues using 802.1x authentication.
• Setup and Troubleshooted issues with Networked Printers using Print Management on Windows Server 2012
• Created, Modified and Deleted Active Directory user accounts, computer objects, security groups and group policy objects.
• Added and modified folder permissions to network shared drives for department folders within organization.
• Adhered to Service Level Agreements and followed Standard Operating Procedures.

Confidential

Helpdesk Coordinator, Reston, VA

Responsibilities:

• Earned solid reputation for resolving complex issues and providing exceptional customer service.
• Acted as a team lead to Helpdesk consultants on company procedures and as an escalation point.
• Setup and coordinated all meetings for local and international offices using Crestron, Vidyo, Lync technology for over 8 conference meeting rooms.
• Provided support for escalated Windows 7, Windows 8\8.1 and business application issues.
• Provided Remote assistance to users in international offices in London, India, Hong Kong,
• Created Windows 7, Windows8/8.1 company images using Windows AIK, Windows ADK and Windows Deployment Services with Microsoft Deployment Toolkit.
• Provided printer support for all onsite printers.
• Assisted users with policies and procedures for PDA and mobile computing.
• Provided special assistance to support remote access in adherence to company standards.
• Escalated issues as needed and maintained communication with customer and Technical teams.
• Extensively utilized BMC Track-IT to record and track issues.

Confidential

IT Support Specialist, Reston, VA

Responsibilities:

• Provided Tier I and Tier II technical support to end users at Confidential headquarters and remote sites.
• Responsible for supporting desktop/laptop computers, servers, printers, and software applications.
• Complete mobile support for iPhone, Android, and Blackberry.
• Open, tracked, and closed service desk tickets using BMC Remedy IT Service Management Software.
• Ensured to meet Service Level Agreement (SLA) for all incidents.
• Setup new user accounts and maintained existing accounts in Active Directory.
• Created email accounts and distribution groups in Exchange 2010.
• Managed user encryption policies in McAfee ePO Server.

Confidential

Systems Administrator, Fairfax, VA

Responsibilities:

• Supported over 2,000 Windows XP and Windows 7 client workstations
• Built and maintained standard images for Windows XP and Windows 7 desktops and laptops.
• Provided support for escalated Windows XP, Windows 7, and business application issues.
• Administered Active Directory user accounts, computer objects, and OUs
• Provided printer support for over 1,000 network printers such as Xerox, HP & Dell etc.
• Provided Tier 3 Support in the field, working at over 12 locations in Northern Virginia.

Confidential

Wireless Asset Coordinator, Chantilly, VA

Responsibilities:

• Managed and Supported over 5,000+ blackberry/cell phones
• Setup and configured company email on blackberries using Blackberry Enterprise Server (BES)
• Managed all wireless lines within Confidential Premier Business & Confidential Enterprise Business Accounts
• Managed & handled request for new, replacement and returned devices throughout the company
• Tagged and tracked all Wireless assets within the environment
• Assigned, Distributed and shipped RSA VPN Tokens
• Maintained all RSA tokens within the RSA Security Admin Console
• Tracked and Shipped all RSA Tokens using FedEx Business Portal and Excel Spreadsheets
• Created Reports and Reported all daily activities and all wireless assets to managing directors
• Scheduled Weekly meetings with Confidential, Confidential Account liaisons to overlook all wireless lines throughout the environment
• Created, Resolved and Closed tickets within BMC Remedy
• Troubleshooted and Configured All Mobile Devices

Confidential

IT Support Specialist, Rosslyn, VA

Responsibilities:

• Supported over 1,000 Windows XP/7 client workstations.
• Provided printer support for over 1,000 network printers.
• Administered Active Directory OUs, user accounts, computer objects and security groups.
• Provided support for Windows XP/7, Macintosh OS X, and business application issues.
• Provided support for handheld devices, desktop applications and user account issues for over 1,000 BlackBerry and iPhone users.

Confidential

Sales Consultant / Technician, Arlington, VA

Responsibilities:

• Open and Closed Store
• Exceeded Monthly Sale Quota
• Setup and configured SIMs & APNs
• Performed excellent client support skills
• Created, Managed & Maintained Store Website
• Managed Mobile Data Access Card Sales & Configuration Ex. Clearwire
• Carrier Unlocked & Troubleshooted Mobile Devices