Objective

Experienced and knowledgeable IT Support Analyst II seeking a challenging position within a reputable organization. Works well independently, or within a group setting, providing all facets of computer help desk support such as troubleshooting, installations and maintenance within a multi-user environment.

• Cisco Certified Network Associate (CCNA)
• Microsoft Certified Systems Engineer : Messaging (MCSE: Messaging)
• Microsoft Certified Systems Engineer: Security (MCSE: Security)
• Microsoft Certified Systems Engineer (MCSE)
• Certified Network Engineer (CNE)
• Microsoft Certified Systems Administrator: Messaging (MCSA: Messaging)
• Microsoft Certified Systems Administrator: Security (MCSA: Security)
• Microsoft Certified Systems Administrator (MCSA)
• Microsoft Certified Professional (MCP)
• Comp TIA (Network +)
• Comp TIA (A+)
• Dell Certified System Expert (DSCE:Foundations 2010)

Technical Skills Summary

Connectivity & Hardware : Cisco AS5300, Cisco 2600, firewalls, routers, switches, wireless, Ethernet, Fast Ethernet, Gigabit Ethernet, VLAN, FDDI, Cable/DSL, OSPF, Analog dial-up
OS & Enterprise Apps: Windows 2003 Server, Exchange Server5.5/2003, ISA firewall, Anti-Virus Norton, Proxy Server, Terminal Server, VMWare.
Technologies: Active Directory, Novell, DNS, WINS, DHCP, RIS, GPMC, Remote Desktop, IIS, DFS, VPN
Desktop Technologies: Windows/95/98//2000/XP/ Microsoft WORD, Excel, Internet Explorer, Desktop, Good 
Understand of Information: Technology Infrastructure Library (ITIL)

Installation and Configuration

• Performed installation, configuration, administration and design of Windows 2003 domains in an enterprise network environment including installation and configuration of WINS, DNS, DHCP, as well as allocated IP addressing schemes.
• Configured replication processes and schedules, designed and performed integration of Routing and Remote Access,
• Performed installation and configuration of Remote Installation services (RIS), ISA, and proxy firewall software.
• Installed and configured Enterprise Certificate Authority for windows 2003, created digitally signed and encrypted email messages through the use of Certificate Authority and Secure Socket Layers, and installed and configured Internet Information Services (IIS).

Administration and Support

• Implemented exchange 2003 services, performed administration of user accounts, installed and configured backup system, installed and configured Active Directory Services, designed hierarchical information structures using organizational units, domains, and sites.
• Created trust relationships, and implemented security through Group Policy Objects.
• Created a multiple location Distributed File System and configured the redirection of Documents and other folders.

Trouble shooting

• Advanced troubleshooting skills, focused on enterprise-level networking equipment consisting of over several routers, switches and other high end equipment.

Education

LAN/WAN Engineer Program 
MS, Criminal Justice/Homeland Security
BS, Computer Information System
AS, General Studies

IT Support Specialist/Confidential January 2011- May 2011

• Provide high-level Tier 1 desktop support to over 3500 end users of the U. S. Government Accountability Office (GAO), Washington, DC Headquarters, and 11 field offices on variety of issues including hardware/software installation, network systems, peripheral devices, Outlook Email System, Network Printers, Internet Explorer, and standard MS Office suite applications (Word, Excel, and Microsoft Outlook).
• Demonstrate strong customer service, communication, client facing and phone skills. Monitor service calls through the IT Service Management Ticketing System, to ensure clients’ needs are met and issues resolved. Highly motivated with ability to work independently. Complete help-desk projects as assigned.
• Perform network administration functions such as granting folder permissions, resetting and recreating RSA tokens.
• Provide quality assistance to clients in accessing network from remote locations through Citrix and Virtual Private Network (VPN).
• Coordinate with Verizon to setup and manage conference calls.
• Encrypt laptops and PCs using MacAfee Endpoint Encryption (Safeboot).
• Responsible for technical desktop support via telephone, helpdesk line, email, the HelpMe Mailbox and walk-ins; analyze problems, easily identify and resolve technical issues and concerns on timely basis.
• Work well in a multicultural and team environment with staff and clients at all levels.
• Perform PC deployments, data migration, diagnostic testing, PC imaging, hardware installation, software installation, swapping / installing PC\'s, and assisted and trained new users on new hardware and software
• Install Knowledge Services/Microsoft 2007 Image onto new Desktops/Laptops using Novell Network Zenworks.

IT Support Analyst II/Confidential (03/2010-11/2010)

• Provide tier 2 technical desktop support for over 750 end users on variety of issues that includes hardware/software installation, network systems, peripheral devices, LAN connectivity, Outlook 2003, network printers and periodically assist network admin with minor server troubleshooting issues and research and resolve issues in a timely manner.
• Coordinated and oversaw IT projects that include upgrading printers, re-image of laptops, and backup/restoration of data
• Installed, configured (using imaging software), maintained and troubleshot applications.
• Resolved Windows and Internet Explorer issues on desktop and laptop.
• Oversaw the investigation and resolution of hardware and software onsite.
• Identified and removed computer viruses and provided major repairs in accordance with HHS ITIO guidelines.
• Maintains passwords, data integrity and file system security for the desktop environment.
• Responsible to tickets calls, documents, tracks, and monitors the ticket call to ensure a timely resolution through Remedy 7.5 ticketing system.
• Identifies, researches, and resolves technical problems according to SLA calls within an enterprise-wide LAN/WAN environment.
• Travel to multiple HHS sites and assist other techs with day-to-day administration of the secure systems
• Well versed in resolving all common computer problems including viruses, slow performance, errors, e-mail client set-up, software installation and configuration
• Ensures satisfaction by advising end-user on preventative maintenance and configurations which may impact product performance.
• Install and setup Dell Optiplex computers GX620, Optiplex 745, Optiplex 755, Hp Compaq, and laptops Latitude D6220, D630, D820.
• Install and setup network printers Hp laser jet 400, 4100, 4350, 4550, 8150, 8000, 8100, Lexmark Unisys UDS544, UDS579, Canon, Xerox, Work Centre pro 55 model, Dell 5110cn, Dell5310, and E-copy Scanner
• Install and set-up Checkpoint/Pointsec VPN Client and configuration on laptop and Desktop.
• Responsible for activating LAN ports on switches
• Experience in configuring, activating and syncing Blackberry to the BES server.
• Built PCs, installed and configured operating systems and application software, recovered data and recommend antivirus and security procedures and tools.
• Assisted with a large deployment computer installation project/data migration/ pc imaging/application installation and technologies.
• Performed network administration functions such as, granting end user folder permissions, resetting passwords in Active Directory and Novell client.
• Assisted the HHS Federal team with the migration from Novell Client to Active Directory for 750 users.

IT Intern/Jr. System Administrator, Confidential, Reston, VA (03/2009 to 11/2009)

• Perform day-to-day administration of the non-secure systems (PC\'s and Servers).
• Provide technical desktop support via telephone and on-site. Proper escalation of technical support issues, as appropriate.
• Serve as a liaison between internal users, team, and management in relaying pertinent information concerning customer inquiries and internal company needs.
• Ensures satisfaction by advising end-user on preventative maintenance and configurations which may impact product performance.
• Provide technical support on standard software applications such as MS Office suite applications (Word, Excel, PowerPoint, Access, and Microsoft Outlook).
• Remotely install applications and fix errors. Assist user’s with computer/desktop problems (software/hardware) using Remote Assistance.
• Exposure to and assist with projects related to our internal server environment. Occasional evening and weekend work.
• Support user’s hardware/software upgrades, update drivers and patches as directed by the IT Operations Manager.
• Work within established inventory processes to ensure accurate and efficient inventory management for desktops, laptops, printers and all other client-side technology.
• Diagnose and resolve errors and issues with local and network Printers. Provide basic support in using hand held devices.
• Support Windows Server 2003, Outlook 2003, LAN connectivity and network printing in a small business environment (HP and Canon Printers).
• Display strong customer service, communication, client facing and phone skills. Highly motivated and able to work independently.
• Well versed in resolving all common computer problems including viruses, slow performance, errors, e-mail client set-up, software installation and configuration.
• Fundamental Active Directory knowledge (password changes, user-group maintenance, print server admin, terminal server admin.)