CAREER SUMMARY:

Experienced and knowledgeable Systems Administrator with 5 years of experience resolving complex networking issues. Ability to utilize my knowledge of computer systems, operating systems and software applications to assist users in resolving technical and non - technical issues. Highly motivated self-starter with strong communication, analytical, and organizational skills that allows me to have the ability to identify issues, make recommendations and implement effective solutions.

TECHNICAL PROFICIENCY:

Operating Systems: Windows 7, Windows 10, Mac, Android

Software Tools: Active Directory, Lockout Tool, Command Prompt, Putty, Remote Desktop Connection, Powershell, Microsoft Office, Cisco Jabber, Cisco Finesse, Service Manager Console, Microsoft Lync, Citrix Workspace, Citrix Receiver

Networking: TCP/IP, HTTPS, LAN/WAN, Routers, Switches, DNS, DHCP, DoS, Ethernet, WiFi, VOIP

Applications: DARTS, DICE, DEASIL, JABS, UABS, CAPS, VIPR, AirWatch, Mcafee, ISE, RSA

AREAS OF EXPERTISE:

• Active Directory
• Unix and Linux systems
• Switches, Routers, WAP
• Cisco Commands
• Cisco AnyConnect Mobility Client
• Microsoft and Apple OS Applications
• Citrix Workspace and Citrix Receiver
• LAN/WAN/NOC Administration
• Networking knowledge - Ethernet, VPN, Wi-Fi, TCP/IP, DNS, DHCP, PowerShell, Hotspot
• Software Discovery Tool (SCCM)
• Knowledge of VMWare, Enterprise, RDC
• Workstation Setup and troubleshooting

PROFESSIONAL EXPERIENCE:

Computer Systems Administrator

Confidential, Sterling, VA

Responsibilities:

• Utilize Active Directory to create, manage and remove user accounts
• Assist in implementing and maintaining updates to Operating Systems
• Utilize Putty to troubleshoot Routers and Switches
• Assist users in creating Hotspot functionality for Network connectivity
• Troubleshoot servers and maintain smooth operation of all networks
• Systems administration of desktop and server systems connected to LAN, WAN, DNS, DHCP
• Provide desktop system management responsibilities involving account monitoring, security and Operating System (OS) installation and other system related functions
• Provide support for the dispatch system and hardware problems and remains involved in the resolution process
• Install/load operating system and application software
• Troubleshoot and configure network components along with implementing operating systems enhancements to improve reliability and optimal performance
• Support requirements for managing installation, configuration and maintenance of Unix/Windows workstations and servers
• Follow the OSI model and a focus on both Layer 2 technologies, such as VLANs, port security and IP Subnets executing basic scripting using PowerShell
• Responsible for maintaining, scheduling, executing software and hardware upgrades, patches, and reconfigurations, identifying and troubleshooting hardware and software issues with workstations and servers, and continuous system monitoring
• Identify networks outages, bandwidth issues, hardware and software issues
• Install operating system and application software
• Isolate and resolve hardware and software problems involving the applications and the operating system products

Technical Support Specialist

Confidential, Gainesville, VA

Responsibilities:

• Created users and assign roles and privileges based on company regulations in Insite
• Monitoring active web operations to identify performance issues and availability
• Answered client and user questions regarding service and installation
• Assisted clients and users in troubleshooting technical and non-technical issues
• Assisted Technicians in the field with troubleshooting and programming changes
• Scheduled work orders or notifying the appropriate departments of issues
• Followed up and ensure proper actions are taken to resolve customer’s issues
• Recorded customer interactions and resolutions in ticketing system
• Coordinated customer inquiries with appropriate branches outside of the department
• Trained and monitored performance of new hires and provided feedback and guidance

Help Desk Support Specialist

Confidential, Ashburn, VA

Responsibilities:

• Analyzed issues, generated, and routed detailed tickets to the appropriate technical members for resolutions
• Handled program account management responsibilities in Active Directory
• Provided initial fault assessment, isolation, and resolution in support of the AFSS program
• Generated and maintained reports on incoming call and issue reporting metrics
• Coordinated scheduled and unscheduled maintenance between Confidential Flight Services (LFS) and the Government
• Coordinated the tracking and problem resolution of tickets between LFS Operations and the Technical team
• Performed 24x7 system monitoring and event coordination
• Supported maintenance of system software and hardware components
• Performed diagnostic testing, troubleshooting, and analysis of all system components
• Provided additional customer and technical support as required
• Performed problem logging and troubleshooting using the Ticket System

Help Desk Support Specialist

Confidential, Cleveland, OH

Responsibilities:

• Provided telephone/remote and on-site troubleshooting, and tech support to end users
• Performed software installs and updates
• Maintained accurate client network documentation
• Managed user accounts, permissions, and deployed software updates from company’s Active Directory tool
• Set up and configured PCs, printers, peripherals and networking equipment
• Assisted senior technicians with network deployment projects
• Troubleshooted complex technical issues as needed