SUMMARY:

Over fifteen (15) years’ experience providing IT Support. Worked with and trained on Government proprietary applications and systems. Provided Helpdesk Support, Admin and Network Support. Trained co - workers and staff on latest applications and Tool Assist's. Remotely update devices such as TSA X-RAY Machines and Threat Detection Devices. Assisted with keeping E911 information updated. Several types of monitoring such as; CCTV for VDot, network and building environments.

PROFESSIONAL EXPERIENCE:

Confidential

VTC Engineer/Lead Tech

Responsibilities:

• Acting VTC Manager for 5 months between .
• Diverse background in VTC support producing technical solutions, and leading a customer to innovative operations into the future.
• Respond to any Remedy ticket in a Break/Fix environment
• Install and maintain audio visual equipment including but not limited to: display devices, projectors, televisions, camera systems, video teleconferencing systems (VTC), microphones and speakers, lighting systems and V-Brick.
• Experience with AV / VTC network and administration.
• Trouble Shoot connectivity and display issues from VTC conference rooms and schedule Dial/VTC Meetings and insure no conflicts.
• Create Bridge Setup with VNC for Audio and VTC conferences..
• Create the Weekly Report for Overall health of the environment.
• Prioritize and complete work orders accurately and timely.
• Provide technical assistance for Campus events and other AV Techs at other locations when required.
• Configure, preform maintenance and monitor Telehealth VTC Equipment in Confidential .

Confidential, Reston, VA

VTC Technician

Responsibilities:

• Maintain accurate inventory
• Trouble Shoot connectivity and display issues from VTC conference rooms.
• Insure all equipment work accordingly such as; Overhead Projectors, audio/ video equipment, V-Brick, and Skype connectivity.
• Respond to any Remedy ticket in a Break/Fix environment.
• Assist customer with selection of upgraded equipment to be added to the secure network.

Confidential, McLean, VA

VTC Technician

Responsibilities:

• Used Avaya System Manager for Account management.
• Created accounts for PolyCom B-189’s, Avaya 9608, 9620 and 9650.
• Installed desktop phone for staff and secure Ethernet connection to docking station.
• Update switch port description for E911 Service.
• Used hand held tester to test Ethernet port for subnet, Port Description and Vlan information.
• Insure all equipment work accordingly such as; PolyCom RMX, Overhead Projectors, audio/ video equipment, V-Brick, and Skyp connectivity.
• Provide Outernet connection for Confidential 's clients in board rooms, conference rooms and for individuals.
• Maintain accurate inventory of the LanLab, CDF's and MDF.
• Remotely update and configure Switches, Conference phones and other user devices.
• Support a rotational on-call for Confidential 's Wan Network for after business hours issues.

Confidential

Network Support Technician

Responsibilities:

• Managed switch installations and printing issues
• Responsible for the installation, configuration and roll-out for the next generation wireless implementation and edge network switch replacement.
• Used BMC Remedy ARS system to track updating and escalation tickets.
• Load configurations and burn in of new network switches and wireless access points in lab environment.
• Install wireless access points in ceilings as indicated on wireless survey
• Install new network switch stacks under the supervision of network engineers
• Inventory control of Network, Voice and Video hardware assets.
• Assist network ops technicians with incident tickets in BMC Remedy ARS ticket system
• Work after-hours work when deemed necessary.
• Assist with shutdown and restore of systems during building power outages and system casualties
• Provide friendly and professional Tier I& II support via phone, email, remote access and desk-side for Confidential Campus after Switch Refresh.
• Provided technical support to users With Skype meeting, sharing audio, video and content.

Confidential , Arlington, VA

System Administrator Professional/Application Engineer

Responsibilities:

• Monitor application server utilization using Oracle Grid Control.
• Troubleshoot TIP (Threat Image Projection) Data for TSO performance database issues querying the database analyzing data to determine problem.
• Administer user s privileges, roles, and profiles using Oracle Internet Directory (OID) Oiddias.
• Troubleshooting device connectivity issues and documents the troubleshooting steps and resolution in the Remedy ticketing system.
• Provide Tier 2 support for airports throughout the US via phone or email.
• Query Oracle database when troubleshooting data, connectivity issues, and ad hoc reports for management.
• Manage/Monitor network devices in Solar Winds.
• Putty into TSA Net to verify connection and port configurations.
• Analyze audit and transaction logs.
• Document help desk tickets/resolutions, and maintain equipment inventory lists.
• Install and configure airport devices and verify the connections are properly installed and documented.
• Support new devices as they are piloted or deployed into production.
• Interact with various customers in efforts to resolve issues when devices are not communicating with the custom applications.
• Administer a customer tool, Enterprise Manager for managing Remote Equipment Access to TSA STIP compliant equipment throughout the United State.
• Ensure standard operating procedures and other system documentation is kept up to date.
• Trained new Help Desk staff on procedures, usage of applications and troubleshooting methods.
• Assist management in meetings with third party companies to explain problem or issue we may have.
• Keep location and status of TSA Equipment up to date using the Government Property Management Application.
• Present weekly and monthly metrics to business team.

Call Center/Helpdesk Representative

Confidential, Fort Belvoir, VA

Responsibilities:

• Diagnose and resolve technical and user-problems in a customer service-oriented Help Desk (24x7x365 day) team environment.
• Calls/tickets are monitored and reviewed for accuracy.
• Ability to take incoming problem reports, provide assistance to users using online response templates and other documentations Respond to email requests for support
• Interview users to collect information about problem, record information into the Help Desk/Call Center, CRM software, assign problems to appropriate groups and support escalation process, close and document all problem reports within establish times.
• Provide administrative support such as network access, passwords and account restorations
• Log and document account information

Support Technician/Helpdesk Technician

Confidential, Reston, VA

Responsibilities:

• Responsible for proactive alarm notification; real-time performance reporting and WAN monitoring via Alarm Manager and Spectrograph for Sprint Enterprise WAN; Nextel Legacy WAN backbone; Sprint-Nextel retail stores and Wifi.
• Dell Warranty Parts Direct Certified.
• Isolating source of network trouble by verifying device configurations and connectivity between devices.
• Utilize HP OpenView Service Desk, TRS and SSTAT to update and track trouble issues providing quality assurance.
• Support customers and field service staff to resolve issue from moderate to complex technical problems.
• Collaborate with access providers and field service staff to diagnose and determine the best cost effective resolution to minimize customer downtime.
• Use Voyence to check specific site device and their configurations and FMS to identify circuit information.
• Testing T1 Circuits utilizing React

Helpdesk Coordinator

Confidential, Alexandria, VA

Responsibilities:

• Monitoring students taking SOL Standardized Test
• Laptop Support 850 Teachers/Staff.
• Coordinate and assist with laptop repair.
• Ghost image for new or repaired laptops
• Monitor student internet activities and usage of laptops and escalate improper usage.
• Support student and staff users on wireless networks.
• Supervised and trained contractors to assist with supporting standardized test and laptop repairs.
• Used Active Directory to create and manage users accounts.
• Maintain, and track PC inventory utilizing HP Openview and Stop Tag Tracking
• System that consisted of repairing hardware and software.

Confidential, Washington, DC

Responsibilities:

• Observe and record activities at each using the surveillance tool Wave Reader
• Utilized Siemens monitoring tool to control and monitor Confidential 's remote site building environment (Heat Air Conditioning, Humidity, Fire, Water Detectionand Power) and respond to alarms Provide automated remote access to authorized technicians throughout the country using Siemens
• Checked connectivity of all devices on the WAN, open trouble tickets with Telco to Troubleshoot, monitor and resolve networks outages
• Troubleshoot T1 circuits and fiber using the T-Berd 2310 and router issues
• Used Fiber Vision 2.2 to monitor Confidential 's fiber network for fault or breaks in the Fiber.
• Used Exfo and its RTU for storing traces and statistics for Confidential 's fiber
• Perform monitoring of Confidential 's fiber optic cable armor and splice enclosures for damages
• Configured the BayTech DS-RPC for dialup and telnet access to power on/off, reboot and provide console access for remote network equipment.

Technical Educator/Technical Trainer

Confidential, Reston, VA

Responsibilities:

• Provided of Network Services to internal staff in technologies TCP/IP data transport and
• TCP/IP Network design, UNIX command lines and file creation.
• Trained Confidential staff members monthly on Confidential 's Backbone featuring hardware devices such as Cisco Larscom Routers Frame Relay and ATM switches
• Other duties involved extensive research on switching technologies and Larscom routers, Frame Relay and ATM switches.
• Coordinated Lab Exercise using Sun Solaris Work Stations and creating Tinker- Toy activities to further assist with the understanding of Network Fundamentals.

Network Control Technician/Dial Support Group Technician

Confidential, Loudon County, Virginia

Responsibilities:

• Liaison between manufacturer and Confidential on Return Material Authorization B(RMA).
• Performed deploying, maintaining and assisting in all RMA department functions .
• Worked closely with equipment vendors, Telco venders, remote technicians, and ther Confidential internal departments to ensure the expedient resolution of network problems.
• Monitored system access, Telco link, networking and switching systems equipment.
• Performed troubleshooting and isolated failed assemblies, connections, and others components of network hardware including routers, ATM switches, access servers, rotaries/hunt groups, CSU/DSU and high-speed links.

Configuration Engineer/Configuration Support Technician

Confidential, Loudon County, Virginia

Responsibilities:

• Configure and support Instant Internet in a box for customers.
• Monitored system access, Telco link, networking and switching systems equipment.
• Performed equipment checks remotely using automated monitoring tools in accordance with established policies and procedures.
• Performed troubleshooting and isolated failed assemblies, connections, and others components of network hardware including routers, ATM switches, access servers, rotaries/hunt groups, CSU/DSU and high-speed links.
• Directed and guided remote hand technicians in the removal and replacement of equipment at remote sites.
• Worked closely with equipment vendors, Telco venders, remote technicians, and ther Confidential internal departments to ensure the expedient resolution of network problems, escalation procedures were followed, and customers were notified and updated in a timely manner.
• Created job tickets using Remedy ticketing system, and accurately updated tickets with all pertinent actions and data.