PROFESSIONAL SUMMARY:
A diversified technical background, with a keen focus on overall organizational goals. My System Administration Professional is in designing, implementing, and managing environments improving business functionality, making me a great asset to a team.
TECHNICAL PROFICIENCIES:
OPERATING SYSTEMS: Windows XP/ Vista, Window Server, Enterprise, Microsoft Office 365, Experience with IOS software and hardware.
SOFTWARE, APPLICATIONS & HARDWARE: MS Suite, Novell, VMware, SQL Server, Symantec PC Anywhere, McAfee, Footprints Ticketing System, C - , C-suite, Remedy, Version Manager, CITRIX, IIS, VMWARE, Active Directory, Service Now, Pay Wire, TOS Devices/PIV Card installation and configuration, Symantec Antivirus
WORK EXPERIENCE:
Confidential, Baltimore, MD
Support Analyst/System Admin - Application Support/Field-Technician
Responsibilities:
- Provide User support remote and in person. As well as via phone and email.
- Resolve help desk issues including troubleshooting hardware and software issues
- Perform user administration duties
- Creating User accounts
- Configuring User accounts
- Removing User accounts
- Installing Microsoft and third party Applications
- Supporting and troubleshooting User application issues
- Maintaining applications day to day Health
- Configuring and troubleshooting multiple mobile devices: IOS, Android Smart Phones and tablets.
- Providing VPN support including configuring, troubleshooting and .
- Configure User's mobile device for Client mobile apps, VPN and SecurID authentication solutions
- Creating Standard operating Procedure for user
- Managing cases with ticketing system and ticket queue
- Upgrading hardware and Software Applications
- Running Weekly Backups and reports
- Provided Tier 1 and Tier2 O&M Support
- Supporting multiple John Hopkins location as a field technician
- Backup and restore service management
- Imaging and Re-Imaging Windows Machines and Applications
Confidential, Ferguson, MO
Application Administrator
Responsibilities:
- Supporting the multiple data center and office environments, via both virtual access as well as physical access
- Participating in the administration of Active Directory,
- Working day-to-day within the corporate HQ, but routine travel to nearby data centers/offices expected
- Participating in an on call production technology support rotation
- Collaborate with other team members on data center, network administration, backup and disaster recovery efforts and strategies
- Monitoring servers rapidly and effectively diagnosing and solving all outages or performance problems creating home profile information for users, troubleshooting; manage customer account information; effectively communicate, interpret, and resolve customer issues.
- Troubleshoot network connectivity for IOS, mobile devices, Windows 10 and provide data support, and resolve support tickets
- Incident response and process management
Confidential, Landover, MD
Desktop Support
Responsibilities:
- Supporting the multiple data center and office environments, via both virtual access as well as physical access, Perform routine tasks in the Network Operations Center (NOC).
- Responded to requests for technical assistance in person via phone and remotely.
- Maintained confidentiality and discretion when working with password or sensitive materials
- Act as a front-line interface to customers, accepting trouble reports documenting and dispatching them to appropriate personnel and/or carriers.
- Participate in tracking and prioritization of ticket-handling, including inter-shift turnover.
- Maintain operational procedures and guides and create tickets to document all break/fix incidents
Confidential, Washington, DC
Jr Windows Administrator
Responsibilities:
- Responding to system and application related assistance, network access issues, hardware failures, hardware upgrades and operating systems related issues. etc.
- Troubleshoot IOS and all mobile devices in a Windows environment
- Using Active Directory.
- Provide production support; accurate problem identification, resolutions and documentation.
- Working closely with Tier II Administrators to ensure any problems are resolved in timely manner.
- Implemented security solutions to complete and accreditation process on all systems.
- Implement and document procedures for back-up, restart, and recovery of software components.
- Installing, upgrading and maintaining in house and third party real-estate software
Confidential, Shady Grove, MD
Helpdesk / Desktop Support
Responsibilities:
- Experienced and knowledgeable Information Technology Professional seeking to contribute and acquired more skills within a Help Desk support role.
- Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance.
- Installed firewalls, virus software, and removed Spyware/Malware
- Provide computer help desk support via telephone communications with end-users
- Installed firewalls, virus software, and removed Spyware/Malware
- Built and customized computers for clientele
- Provided telephone and e-mail technical support follow-up, recommendation purchase as required
- Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolution, and maintained equipment inventory lists.