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It Support Specialist Resume

Arlington, VA

SUMMARY:

I possess over 12 years experience in Information Technology, Systems Admin Support, and Digital Network Imaging with significant expertise providing confidential I, II, and III support in a Windows environment. In addition, I have training and technical experience in areas that include hardware, desktop migrations/configurations, telecommunications, audio/video technology support, network and server operations support.

TECHNICAL SKILLS

  • Certified in Computer Information Systems - TESST Technology Institute
  • Successful completion of an A+ and MCSE Preparatory Program
  • Proficient in Windows XP and XP 64 Bit, Windows 7 and 8, and Microsoft Office
  • Knowledgeable in telecommunications technologies (voice, data, video teleconference, and multimedia support)
  • LAN administration and network maintenance skills; knowledge configuring and installing IBM servers and Cisco switches and routers and other network components onto server racks
  • Knowledgeable in Active Directory; Windows Server 2008 R2 and 2012 R2 administration experience
  • Knowledge of databases, desktop and laptop configurations, printer installation, internet connectivity
  • Experienced using Remedy Ticket Software, ITSM Software Tool, and SCSM Ticketing Software Tool
  • Working knowledge of different Networking Protocols such as TCP/IP, NETBEUI, NWLINK and IPX/SPX

PROFESSIONAL EXPERIENCE

Confidential, Arlington, VA

IT Support Specialist

Responsibilities:

  • Provided technical and desktop support to over 200 Confidential Confidential users at East coast Headquarters and provided support for over 500 users and 12 offices in the Mid-Atlantic region. Worked closely with System Administrator to provide local systems and network admin support to the North Mid-Atlantic region. Installed and configured software, hardware, HP printers, HP laptops, and HP desktop PCs. Created and configured user profiles and Microsoft Office Archive files for users; provided new-hire IT familiarization and systems orientation.
  • Installed and troubleshot software such as Microsoft Windows, MS Office suite, Adobe Pro 10, Adobe Flash, Adobe Creative Suite, Blue Beam, Project Wise, Meta print, and Google Sketch up products. Installed and trouble shot Architecture Autodesk software such as Civil 3D 2012 to 2014, AutoCad 2010 to 2016, Revit 2011 to 2016, Bently Engineering software such as MicroStation, Microstation V8i Series 2-4, ProjectWise Series 3and 4, and Geo Pak.
  • Installed and setup VPN remote access tool on laptops for users. Trained users in use of VPN remote access client. Scheduled and setup office Video Conferences, Go-to-Meetings, and teleconferences.
  • Reimaged Users PCs and laptops. Backed-up user’s data to an external hard drive or a designated network location using Bart PE and Win PE imaging CDs.
  • Expert using Remedy, SCSM and ITSM Ticket Software Tool; managed ticket system by triaging and prioritizing user tickets.
  • Experienced setting up I-phones, Samsung Galaxy, and Windows cell phones; configured e-mail and internet access.
  • Helped configure IBM servers and Cisco switches and routers; installed IBM servers and Cisco switches and Routers, as well as other network components onto server racks; installed and connected network cables to server switches and routers; VMWare Server Virtualization and Windows Server 2008 R2 & 2012 R2 administration experience.
  • Experienced in Microsoft Active Directory concepts, including creating and modifying user and computer accounts, adding users and computers to the correct groups and organizational units; reset user accounts and passwords as needed.
  • Added and collected weekly and monthly backup tapes from the tape library through the Comm Vault backup System and Symantec backup system
  • Performed Windows 7 and Windows 8 network migrations and lease replacement swaps for over 200 users; assisted with IT moves, and provided IT support and multimedia support for off-site conferences and meetings.
  • Experienced working with multiple vendors to request services, procure hardware and software, and work through urgent product issues.

Technical expertise operating systems: Windows 7 and 8, XP, Windows Server 2008 R2 and 2012 R2

Technical knowledge software applications: MS Office suite, Bently Applications, Autodesk Applications, Adobe, Netscape, Oracle, Bizflow, Remedy, Citrix, Active Directory, Blackberry, Altiris, and FTP

Confidential, Washington, DC

Desktop Support

Responsibilities:

  • Provided technical telephone and desktop support to Federal Aviation Administration users on software and hardware issues such as printer, laptop, and desktop PCs.
  • Installed and troubleshot software such as Microsoft Office products, Windows XP and 2000.
  • Provided support on Lotus Notes 6.5 for 100 users’ systems (local and remote) including, but not limited to configuration, archive issues, replicating, calendaring Lotus Notes 6.5.; Setup and configured new user accounts, created and reset user passwords. Helped users setup archiving and personal calendars. Handled Lotus Notes and webmail troubleshooting, such as archiving and calendar or folder issues. Troubleshot and tested customized options in Lotus Notes for the client environment. Provided one-on-one training to users.
  • Advised users on network policies and procedures; enforced operational security directives and warning orders that impacted the FAA network.
  • Configured and setup VPN on user laptops; trained users in use of VPN client.
  • Reset user passwords using Active Directory; created new user accounts using Active Directory.
  • Led putting images on to user PC’s and laptops; helped deploy Macafee Antivirus Software to user PCs.

Technical expertise operating systems: Windows 2000,XP, server 2003

Technical knowledge software applications: MS Word, Excel, Power Point, Project, Visio, Adobe, Lotus Notes, and Active Directory

Confidential, Arlington, Virginia

Network Administrator

Responsibilities:

  • Provided technical telephone support to users ranging from administrative to executive levels on software and hardware problems; advised users on DISANet policies and procedures.
  • Provided users desktop support. Duties also included: troubleshooting hardware issues such as printers not functioning properly; adding users to network scan groups; reinstalling software, operating systems, or network image; troubleshooting fax machine problems; etc.
  • Conducted user training on hardware equipment such as scanners, printers, and faxes.
  • Conducted network migrations from Window 2000 to Windows XP for all DISANet users.
  • Installed DISA-approved software and hardware on customer’s PCs.
  • Created network user and group local area network (LAN) and email accounts.
  • Developed reports, operational directives, and warning orders that impacted the DISANet (classified and unclassified systems).

Technical expertise operating systems: Workstation, 95, 2000,XP, server 2003

Technical knowledge software applications: MS Word, Excel, Power Point, Project, Visio, Adobe, Netscape, Oracle, Bizflow, Remedy, Citrix, Active Directory, Blackberry, Altiris, Classify, Hummingbird, and FTP

Confidential, Rosslyn, Virginia

Technical Support

Responsibilities:

  • System Administrator provided  confidential I and II technical support to over 2,500 Department of State network users.
  • Provided technical telephone support to users on software and hardware problems in a Windows NT/00/03 environment.
  • Advised users on company IT policies and procedures.
  • Provided desktop support to users troubleshooting hardware and software issues.
  • Conducted training on hardware equipment such as scanners, printers, and facsimiles to users.
  • Installed company approved software and hardware on customer’s PCs.
  • Created network user and group local area network (LAN) and email accounts.

Technical expertise operating systems: Workstation, 95, 2000,XP, server 2003

Technical knowledge of software applications: Microsoft Office 2000/2003, Visio, Adobe, Oracle, Bizflow, PeopleSoft, Ariba

Confidential, Washington, DC

Helpdesk Support

Responsibilities:

  • Provided technical telephone support to users ranging from administrative to executive levels on software and hardware problems and advised them on DISANet policies and procedures.
  • Provided desktop support to users. These duties included: troubleshooting hardware issues such as printers not functioning properly; adding user to network scan groups; re-installing software, operating system, or network image; troubleshooting fax machine problems; etc.
  • Installed and troubleshot service calls for digital imaging equipment.
  • Conducted network migrations from Window 98 to Windows 2000 for over 3000 confidential users.
  • Installed software and hardware on customer’s PCs.
  • In order to maintain proficient electronic network performance, it was mandatory that I responded and carried out my duties in a timely manner with little supervision.

Technical expertise operating systems: Workstation, 95, 2000,XP, server 2003, Novell

Technical expertise software applications: Microsoft Office Professional 2000/2003, Project, Visio, Adobe, Oracle, Bizflow, Remedy, Citrix, Active Directory, Hummingbird, FTP

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