TECHNICAL SKILLS:

Operating Systems:

Client: Microsoft Windows 10, 8.1, 7, Vista, XP, 2000, NT4, 98/95, 3.11, DOS, MAC

Server: Microsoft Windows 2003, 2008, 2012 Server

Applications: Microsoft Office, Office 365, Outlook, Internet Explorer, WordPerfect, DMS, Active Directory, Remedy, Service NowLotus Notes, MacAfee Enterprise Suite, PulsePro, EPIC, Televox, SharePoint, Mobicip, Dragon Medical, CitrixConnect Wise.

Remote Software: Timbuktu Pro, Dame Ware, SMS, NetMeeting, Microsoft remote desktop, GoToMeeting, Labtech, Bomgar

Experience in the following areas: Microsoft Exchange, CAT - 5 Cabling, Fiber Optic installation, TCP/IP, DHCP, DNS, WINS, SMTP, PPP, Print Servers, Wireless Networks, and Citrix, Punch down.

PROFESSIONAL EXPERIENCE:

Confidential

Senior Network Support Technician, Arlington, VA

Responsibilities:

• Maintains current knowledge of government’s security policies, equipment, and packages.
• Responsible for replacing and setting up workstations at various government sites, domestically.
• Creates new, or modifies existing, workstations and other IT devices in Active Directory and DHCP.
• Troubleshoots network, and printer issues, in various domestic government offices
• Coordinates pre-travel task plans, and stages equipment to be deployed to customer sites.
• Modifies site floor plans, manuals, and procedures as necessary for each customer site.
• Travel to designated locations as requested to upgrade network equipment in accordance with the NGN schedule.
• Provide feedback and recommend process improvements for all deployments and refresh activities.
• Restage workstations as necessary with the latest workstation image.
• Ensure the workstations, and associated peripherals are functioning after each workstation is refreshed or installed.
• Provide a Daily Status Reports on field site(s) progress.
• Provide network and internet infrastructure support at the government headquarters (HQ) location, to include management of the server and firewall and connections to all campus buildings.
• Respond to assigned Service Manager Service tickets in support of user hardware and network infrastructure.
• Support site cable infrastructure by trouble shooting existing cable, installation of new cable as required, and support office moves, adds, and deletions of cable, both fiber optic and copper.

Confidential

Service Desk Manager, Reston, VA

Responsibilities:

• Manage Service Desk Engineers with daily tasks, and ticket completion.
• Coordinate onsite visits with Engineers.
• Manage Connect Wise ticketing system.
• Ensure the consistency and maintainability of existing applications by creating, maintaining, and enforcing standards/procedures with all Engineers.
• Ensure configuration and performance standards are met.
• Ensure users/customers are provided professional, courteous, and timely support and service.
• Telephone support of desktop and server issues.
• PC and Laptop upgrades, and imaging.

Confidential

Project Management consultant, Falls Church, VA

Responsibilities:

• Manage all IT technical requests for EPIC systems support, reporting, template building, printer connectivity, Citrix access and EPIC ILE access.
• In charge of designing and implementing SharePoint for various departments and serve as the Administrator.
• Project Management for software and hardware implementation.
• Lead all training efforts for IMG Physicians on Dragon Medical Addition software.
• In charge of IPAD configuration implementation and support for various applications within IMG.
• Responsible for all unresolved IT tickets in addition to large projects occurring within IMG.

Confidential

Pulse Trainer, Falls Church, VA

Responsibilities:

• Responsible for all Pulse administration and training of Physicians in all arenas of Inova Health Systems.
• Managed SharePoint web design and administration.
• Desktop, printer and software support issues for IMG and PFS.

Confidential

Integration Engineer, Ashburn, VA

Responsibilities:

• Responsible for building server racks and installing servers and RAID heads and JBODS for Confidential .
• Tasked with supporting operations, to move the current storage facility to a new 10,000 sq. ft. facility, installing network cabling, either pre-purchased or made on site.
• Created documentation to designate which switch port was occupied by which piece of equipment.
• Lead as needed, and with little advance notice, the building and installing of racks, pods and switches and the moving of existing pods from the old Data Center to the new facility.

Confidential

House of Representative’s Helpdesk, Fairfax, VA

Responsibilities:

• Supported Confidential Congressman and their offices with desktop issues, printer and network issues.
• Answered Rapid Response phone lines. Resolved issues quickly on first call.

Confidential, Manassas, VA

Associate

Responsibilities:

• Responsible for sustaining first call resolution to over 8000 users, 7000 computers.
• Resolved standard workstation problems and failures.
• Displayed user-friendly telephone interpersonal skills.
• Provided Field support to approx. 20 USCG commands in the State of Louisiana.
• Responsible for installing, configuring and troubleshooting hardware and software, as well as end user FTP servers, HTTP and other connection and communication problems.
• Responsible for resolving network failures and restoring normal operations to the network. Insuring the network remained fully operational during the Government’s hours of operation.
• Responsible for Installing and troubleshooting network cabling.
• Design, installation, and configuration of LAN’s for remote sites.
• Assisted the Coast Guard with testing of network integration of user required software.
• Updated and maintained network diagrams and documentation.

Information Systems Technology Specialist

Confidential

Responsibilities:

• Promoted to IT2 Supervisor Confidential after hurricane- Supervised all E-5 and below Confidential IT staff on all IT issues to include Secret and Unclassified Communications during the week and weekends.
• IT3 Confidential New Orleans- Single Military unit within computer department located, troubleshot, and implemented corrections to failures in the network due to hurricane Katrina to include replacing CAT5e cable, fiber optics lines, switches, routers, and computers.
• Supervised all Confidential Communications Officers and enlisted IT personnel with the refresh of over 5000 desktop computers, and printers that were damaged during Hurricane Katrina
• Designed implemented, and gave 24/7 support to two Wide Area WIFI networks to accommodate the 15,000 support troops relocated to Confidential New Orleans after hurricane Katrina.
• IT3 Supervisor VR54- Supervised all E-4 and below Confidential IT staff on all IT issues to include Secret and Unclassified Communications during the work week and on weekends