TECHNICAL SKILLS

PC Software Applications: Lotus Notes 4.6c, 6, 6.5, 7 and 8, Lotus Notes Organizer - 6, Microsoft Office 95/97/2000/2003/2007 and XP, Microsoft Exchange, MCI Mail, ATT Mail, Paradox, WordPerfect 5.1and 6.1 to 11, Quattro Pro, Symantec Anti-Virus 9, Form tool, Freelance Graphic, Super Cal III, Ultra Calc II, Lotus 1-2-3, WordStar, Informix SQL, PC Anywhere, Y2K Testing, Lexis-Nexus, Corp Tax, MS SMS, Remedy, McAfee, Netscape 4.61 and Internet Explorer 8, Multimedia, Directory Services and Active Directory

Operating Systems: DOS/VSE, UNIX System V, MS-DOS 5/6.22, Windows 95/97/98, Windows NT Workstation/Server, Windows 3.XX, Windows 2000 and 2003 servers

Languages: C, BASIC, COBOL, RPG II, CICS, ALC, and DOS/JCL

Networks: Windows XP, NetWare 2.x, to 4.x, Novell, LAN Manager 3.x, and 4.x, Microsoft Windows NT 4.0, Windows2000, TCP/IP, DHCP

PROFESSIONAL EXPERIENCE

Confidential, MA

Systems Administrator/Desktop Analyst

Responsibilities:

• Laptop refresh project for MAC, HP and Lenovo laptops & Desktops
• Active directory, Remedy ticketing system
• Image, encrypt, install, and troubleshoot all laptops & Desktops
• Provide All Tier levels of support and worked with customer one on one by supporting them in windows XP/Win7 in a windows & Macintosh environment for over 800 users daily
• Inventory, label, and stock equipment for projects
• Install Macintosh, HP, Logitech, and Lenovo software and hardware
• Present project level information to customers to build their understanding of issues and capabilities This includes, but not limited to IT hardware upgrades, IT equipment moves, and documentation of the current IT configuration
• Assist in defining customers’ requirements to support the installation and integration of hardware and software components
• VoIP Set up on CISCO Unified CM Communications Solutions for Cisco IP Phones
• Set up BlackBerry for T - Mobil is the provider, RSA token creation, and VPN installation and configuration

Confidential McLean, VA

Sr. Lead System/Network Engineer

Responsibilities:

• Desktop support and problem solving for technology products for approximately 1500 clients.
• Support and update procedure database in Lotus Notes.
• Direct client to the correct support groups for assistance with in-house software.
• Maintain a weekly report of job duties in a database.
• Assist customers over the phone or via in-person visit to troubleshoot and solve common hardware and software problems and enter trouble ticket into SRS Remedy System, ESMT and monitor them until they are resolved.
• Work with Plotters, Printers and switches in NCS.
• Manager Active directory domain.
• Transfer knowledge with the process and procedures for using the WSUS for MS Patches keeping signature up to date.
• Make sure all security standards are utilized while working with team members and provide logon and user training.
• Act as a Data Transfer Officer (DTO) by copying data between the agency networks.
• Provide virus scanning assistance; drive access assistance and support information security personnel with virus resolution.
• All data logged into Remedy, ESMT and AADs database to submit tickets for customers.
• Work with remedy ticket system by tracking, and logging all software/hardware and network problems and make sure that they get resolve in a timely matter and assign ticket to other groups for repairs.
• Agency upgrade from Remedy to ESMT was all tickets were transfer over to new ticket system.
• Supported restricted handling data and create, remove and add databases to restricted handling accounts and server.
• Installing, upgrading, patching and configuring SUN Solaris 8/9/10 on Sun Servers. Used Jumpstart Servers and Interactive Installation.
• Upgrade, test, configure systems, files, and any changes that need to take place. Step in when needed for any changes base on our the upgrades.
• I have experience setup, configuration, upgrade, maintenance, performance monitoring and troubleshooting on different UNIX platforms like Sun Solaris, Linux, HP-UX, AIX, Windows system software and hardware.
• Install and configure XP, Microsoft Office 2003 and track inventory of computers and peripherals on FSA-HQ-270 form.
• Used Lotus Notes 6.5 and Domino Administrator to compact, reset design templates and maintain client quota size of mail database.
• Work on special assignments from manager and visit client sites, providing training as needed
• Test the systems including installing the hardware in racks, label cables, operating systems, applications and perform several different levels of testing to systems.
• Update tickets in queue and enter daily progress.
• In Active Directory, create new client accounts, reset password and unlock accounts.
• Acting manager when manager is out; assign tickets and projects to other technicians.
• Provide support for installing new computers and assist in the installation of images for Windows XP.
• Provide assistance in securing automation equipment, especially in office automation areas.
• Maintain inventory and upgrades of new laptop and desktop for judges and clerks. Analysis, implementation, operations, modification, and support of nationally supported automated systems and local systems.
• Provide day-to-day operational support and training for internal and external customers for the CM/ECF (Case Management Electronic Filing) system, a large-scale project within a government environment
• Update Windows Server updates(WSUS)
• Work with Symantec End Point protection manger
• Trouble shoot CISCO switches and routers and troubleshoot network problems
• Keep the virus definitions updated to current.
• Coordinate and complete long and short-term technology projects.
• Provide technical and end-user support via phone and in person.
• Conduct formal and small group training sessions on standard court applications.
• Perform hardware and software upgrades and configurations.
• Maintain training database, helpdesk database and helpdesk FAQ list.
• Create and maintain user guides and documentation.

Confidential, Reston VA

Consultant - Accenture

Responsibilities:

• Install and configure workstations with Novell NetWare 5.0 and Windows 2000 operating system.
• Coordinate and perform technology upgrades using MS Office97, Windows applications, Win95, Win2000, Windows XP (Home Installation and configuration) and Lotus Notes Mail Database, Internet Explorer, TCP/IP and remote Access.
• Provided Lotus Notes 5.0 support for end users; resolve networking issues; manage multiple open tickets using Remedy helpdesk software.
• Assign tickets to technicians and ensure open tickets are addressed in a timely manner.
• Implement and maintain firm standard and naming conventions for appropriate technologies, communication terms and supporting over 2000 users.
• Ghost all Armada Compaq laptops and upgrade for new clients.
• Test Windows 2000 for rollover upgrade in September 2000 and completed upgrades.
• Provided desktop support to approximately 250 Confidential Long Distance Services employees. Support Lotus Notes Mail, Windows NT Operating System, and Microsoft Office applications.
• Ensure high availability to user community by providing efficient and timely response to network related issues.
• Install specific application on several systems by following appropriate operating procedures.
• Installed, configured, and maintained network operations, software and back office products.
• Responsible for evaluation and recommendation of new and emerging technologies.
• Responsible for software updates and utilities for all 2000 (Y2K) testing.
• Acted as a main point of contact for software specialists, provided recommendations and proposals for improvement of data facilities.
• Using collected data of 5200 PCs using various commercial and in-house software applications.
• Complete hardware/software installations, upgrade to make sure all performance of all applications are according to the company polices.
• Review Y2K compliance to verify version numbers, product specifics, and environment information for Net Census data collectors.

Confidential Alexandria, VA

Contractor Helpdesk Technician

Responsibilities:

• Administered Windows 95 Client in a Novell LAN 4.1 environment, added users to network groups and performed software updates.
• Configure Laptops (NEC, Compaq and IBM) and related peripherals.
• Assisted supervisor with documentation for network technicians and optimized Client32 and TCP/IP.
• As LAN Administrator, assisted in the development and implementation of procedures and software instruction for new employees.
• Configured TCP/IP Sockets, Info link Mail and Internet Explorer for client’s home and work PCs.
• Perform maintenance on printers from HP2 to 5si.
• Create and maintain user network accounts.