TECHNICAL SKILLS:

• Windows XP/Windows7
• Hummingbird DM5
• Blackberry Desktop Manger
• Adobe Acrobat Pro 7.0 & 8.0
• Cisco VPN
• Ghost
• Safeboot
• Dameware remote control
• Active Directory 2008
• Exchange Server 2003/2008
• Tamberg audio & Video equipment
• Landesk
• Mac OS X Lion
• Workshare Professional
• Remedy 7.6
• Sopho’s anti virus
• Microsoft office suite 2007/2010
• Polyocom audio & video equipment
• Cisco unity connection administration
• Cisco unified cm admin
• Altiris lync

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

System Administrator

Responsibilities:

• Served as a key member of a specialized migration team to complete an Email/Active Directory migration project of 40,000 users across Global Confidential Industries.
• Administered email/user accounts in a XP/Windows 7/ Active Directory 2008 environment.
• Created new phone accounts and troubleshooting issues with Cisco 7970/7971 using Cisco Unified CM Admin & Cisco unity connection Administration.
• Served as a direct IT support contact to several CEO’s and manager between both companies.
• Maintained direct support to all C - level and Executives at Confidential
• Developed instructional tutorials on various electronic devices.
• Used Altiris to push applications, updates, and resolved users issues by using its remote control feature.
• Managed the Dell lease returns for all equipment at various sites using asset smart
• Created Win7 VM for our Senior level executives of the company using MAX OSX lion
• Created specific Win7 images for various groups within the company
• Used Altiris to create software patches and to push out various applications to end users machines

Confidential, Washington, DC

User Support Tech

Responsibilities:

• Provided support for approx 4,000 users within the Government & Contract employee spectrum at the Confidential.
• Supervised and resolved user incidents that could not be resolved by Tier1 helpdesk technicians.
• Ensured installations were accomplished per project SOP and manufacturer specifications.
• Safeguarded employee’s files using Ghost software.
• Installed and updated Safeboot security software on all government laptops.

Confidential, Washington, DC

Sr. Helpdesk Analyst

Responsibilities:

• Monitored and escalated questions and concerns to the appropriate departments.
• Created instructional tutorials for users on applications/hardware/telecommunication equipment.
• Conducted on-call/after hours support to users and Tier1 helpdesk personnel and technicians.
• Traveled to various firms as required to provide training and to assist with safeguarding networks for users and management staff.
• Imaged and configured desktop and laptop systems for installations and loan requests using Landdesk application.
• Structured audio and video conferences for meetings using Tamberg audio & video equipment.
• Used sopho mdm and anti-virus software
• Used Landdesk to build software packages to push software updates an applications to end users pc
• Provided remote support using Landdesk to troubleshoot end user pc issues
• Maintain maintence on all LAN network printers for end users

Confidential, Crystal City, VA

Helpdesk Analyst

Responsibilities:

• Provided IT support to GSA employees and contractors worldwide for the company.
• Assisted customers with questions and requests via telephone and email ranging from various hardware and software troubleshooting.
• Entered and monitored user information into Remedy Help Desk System and dispatch the requests out to the appropriate technicians.
• Liaised with and/or referred support requests to other IM&T staff members as well as IT department staff in other organizations.

Confidential, Silver Spring, MD

Helpdesk Analyst

Responsibilities:

• Provided phone and on-site support to Confidential .
• Installed, configured, assisted, and provided troubleshooting to computers remotely using System Management Servers.
• Created, maintained, deleted, and transferred computer accounts using Active Directory Users and Computers.
• Ensured all work was carried out and documented in accordance with required standards, methods and procedures.

Confidential, Reston, VA

Sr. Business Assurance Service Rep

Responsibilities:

• Provided support for various commercial and federal account customers.
• Utilized various operating databases to input problem calls from federal account members requesting maintenance on circuits, and dispatched technicians.
• Negotiated dates, times and accessed arrangements with resolving customer service orders and trouble reports.
• Escalated trouble reports and service orders to appropriate outside installers and repair groups.

Confidential, Washington, DC

IT Specialist

Responsibilities:

• Assisted the Information Technology Specialist (Web Master) and the Information Technology Specialist (Project Manager) with in house capabilities, automated systems software and internet technologies.
• Provided support for Government employees and maintained a variety of computer system manuals for upgraded codes and restoration procedures.
• Prepared documentation of changes or installations made to Internet hardware or software and reported it to users and systems staff.
• Installed and trained users on using Adobe programs and educated them on editing, adding, and deleting Adobe files.