PROFESSIONAL EXPERIENCE:

Confidential, Washington, D.C.

Systems Administrator/Helpdesk Manager

• Primary contact for federal management and high profile clients.
• Provide end tier support for technical issues escalated from the Helpdesk.
• Configure and manage both physical and virtual servers.
• Test Windows updates before applying to full production utilizing Windows Server Update Service.
• Ensure Helpdesk operational hours are fully covered.
• Train new Helpdesk team members.
• Document potential impact of project changes and provide training material for Helpdesk or client distribution.

Confidential, Washington, D.C.

Helpdesk Analyst

• Resolution of technical matters upon first contact via phone or VNC remote viewer.
• Reset passwords, unlock accounts, and grant group access through
• Onsite troubleshooting as second tier technician when unable to resolve a problem over the phone.
• Monitor network for system outages on various platforms and alert users and system administrators of the outages when they occur.
• Support outside users who use the online application SNAP - R for export license application requests.
• Schedule and monitor Video Teleconferences utilizing Polycom products.

Confidential, Raleigh, North Carolina

Central Bank Operations Analyst

• Resolve technical issues by phone and Tivoli remote services.
• Monitor daily application activities through Citrix servers.
• Ensure all file transfers complete without error using NCR software.
• Set new/promoted employee permissions in Active Directory.
• Properly shutdown Applications, and Data Servers at end of the day.

Confidential, Raleigh, North Carolina

Central Bank Operations Specialist

• Run / Maintain operations on scanner and sorter machines.
• Verify checks processed show on NCR’s software system.
• Key correct MICR line data in NCR’s software system.

Confidential, Newport, North Carolina

Technical Intern

• Move or install new work stations on the network.
• Enter student information into Active Directory and maintain changes.

TECHNICAL SKILLS

• Blackberry Administration Service
• Cloud Application Management(Citrix XenCenter and Delivery Services Console)
• Desktop/Laptop/Server Hardware Maintenance
• HP Network Printer and Scanner Configuration/ Maintenence
• Microsoft Office(Word, Excel, PowerPoint, Outlook, and Access)
• Microsoft Exchange Server 2010
• RSA Authentication Manager
• VPN Configuration(Checkpoint)
• Video Teleconferencing Management (Polycom CMA4000 and RealPresence Resource Manager)
• Windows Operating Systems 98/2000/XP/Vista/7
• Windows PowerShell
• Windows Server 2000, 2003, and 2008(Active Directory, Group Policy Management, ect.)