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It Administrator Resume

Arlington, VA

SUMMARY:

IT administrator known for providing best - in-class customer service. Versatile professional who works well in a team setting or individually. Ability to manage multiple projects while ensuring timely completion and remaining on or under budget.

EXPERIENCE:

Confidential, Arlington, VA

IT Administrator

Responsibilities:

  • Configure and manage an Office 365/2013/2016 , SharePoint Online 2013, Windows 8/10 environment
  • Research, purchase and deploy the latest hardware components such as printers, telecom robots, VOIP systems, multimedia streamers, Wi-Fi security camera systems and software such as malware detectors, remote control/collaboration tools and MDM
  • Manage existing and create new business partnerships between service providers and equipment vendors
  • Create workflows (SharePoint & Nintex) which automated multiple business processes to be more efficient and effective
  • Setup and configure networking equipment including firewalls (Cisco & Fortinet) and WAPs (Cisco), and switches (Cisco)
  • Maintain department quality control documents to meet ISO & CMMI standards
  • Create and update SOPs for co-workers, interns, and future IT staff
  • Discuss department roadblocks and goals with executive team during reoccurring meetings
  • Manage and train IT interns with the goal of preparing them to obtain full time positions in the IT industry
  • Maintain hardware inventory using asset management software (Meraki & Red Canary)
  • Create, manage, deploy machine images using Acronis Snap Deploy software and NAS hardware (QNAP)
  • Provide technical support to local and remote (TeamViewer, Skype for Business, GoToAssist) users by implementing combined customer service, technology training, and computer trouble-shooting abilities (ZenDesk ticketing system)

Confidential, McLean, VA

Desktop Support Specialist

Responsibilities:

  • Provide technical support to local and remote (Go To Assist) users
  • Install, configure, and support computers running Windows XP, Windows XP Embedded and Windows 7 in a Citrix environment using servers running Microsoft Server 2003 & 2008
  • Install, configure and support current common COTS software including Microsoft Office 2010 (Outlook, Word, Excel, PowerPoint), McAfee Endpoint Encryption (SafeBoot), Microsoft Forefront, Malwarebytes, Adobe Reader & Acrobat
  • Create, load and manage desktop, laptop, and thin client images using SCCM 2007 and Norton Ghost 9.0 & 11.0
  • Manage user accounts in Microsoft Exchange and Active Directory - modify mailbox permissions, share mailboxes, enable/disable/delete/hide accounts, modify group rights, modify group members
  • Complete appropriate documentation associated with ticket management by providing detailed documentation of all tasks, troubleshooting steps and current status of each incident by making appropriate entries in BMC Service Desk Express
  • Diagnose and troubleshoot wired & wireless network issues - outages, low bandwidth issues, poor connections and install and configure network devices (routers, WAPs, switches)
  • Setup and troubleshoot VOIP phone systems (Avaya & Toshiba), local & network printers (HP & Ricoh), Blackberry & iOS & Android mobile phones for email
  • Install & configure Cisco VPN on mobile thin clients and laptops and setup mobile hot-spots
  • Schedule or perform the repair and/or replacement of defective computer equipment

Confidential, Derwood, MD

Helpdesk Analyst

Responsibilities:

  • Provide technical support to approximately 11,000 users via phone and email
  • Troubleshoot Windows XP/Windows 7, Microsoft Office 2007/2010 (Outlook, Word, Excel, PowerPoint), Internet Explorer, Google Chrome, Mozilla Firefox
  • Use Remote-Access to provide user assistance
  • Troubleshoot hardware issues ranging from monitors, optical drives, hard drives, graphics cards, phone systems, projectors, scanners, keyboards and mice
  • Use Symantec Norton Ghost to image PCs upon deployment
  • Create, respond to, escalate, and close tickets using Track-It
  • Document information on systems deployed along with any pertaining issues

Confidential, Alexandria, VA

Risk Management Consultant

Responsibilities:

  • Install and configure local and network inkjet and laser printers
  • Troubleshoot inkjet and laser printers - clear paper jams, change toner and ink cartridges
  • Map network drives and printers
  • Perform data entry (input, modify, update information) for clients using Microsoft Excel
  • Configure Microsoft Outlook - shared folders
  • Refresh workstations - desktops and laptops with docking stations

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