SUMMARY:

Experienced in both intelligence and Information Technology (IT). Skilled in providing high - level information security assessments with proven results. Technically skilled in Windows NT, Windows 2000/2003, and Windows XP, Vista and Windows 7. Windows Server 2000/2003/2008. Supported to staff and customers by testing software and hardware products.

TECHNICAL SKILLS:

• Active Directory
• Symantec Ghost
• MAC OS
• Microsoft Windows NT/2000/XP/Vista/Windows7
• Microsoft Suite 1998 thru 2010, Word, Excel, PowerPoint, Access, Outlook
• Ticket Systems: Peregrine, Unicenter, Remedy
• LAN & SMS
• PeopleSoft, Ariba, Momentum

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• I used Active Directory with password reset and membership, SMS in working closely with the customer on a daily basis to solve challenging issues that include issues with hardware, software, networking, and user accounts.
• Assist user to connect to the Network from home or TDY with VPN.
• Utilize PeopleSoft program, Maximo to unblock user account, reset password, Install/map network and local printers.
• Update Malware bytes (anti-malware) for users’ PC.
• Assist users with their archiving, PST files to send and receive emails.
• Troublehoot hardware devices, Network printers to communicate with end users and upgrade software applications via company policies.
• Install software needed for company’s needs and respond to trouble ticket via emails and phone calls.
• Used Avaya ACD for call Routing with staff members and assisting clients.

Confidential

Support Desk Technician- Systems Administrator

Responsibilities:

• As a Support Desk Technician I Installed software needed for company’s needs and respond to trouble ticket via emails and phone calls
• Performed duties with Active Directory Group Policy in part controls user access
• Created-move- move accounts to other OUs
• Disabled accounts in class and un-class Active Directory
• Extensive experience with XP operating systems/Basic experience with MAC operating systems in assitsting clients their menulats, dock, using finder the equivalent to windows explorer, assisting clients with spotlights and the get info tool about the pc itself and the client that is using the pc. Also using spotlight to locate the clients files and folders.
• Responding to clients request as a desktop support person by visiting their office of cubicle area as a customer support agent for any and all request they may have.
• Troublehoot hardware devices, Network printers to communicate with end users and upgrade software applications via company policies in a Window XP enviornment. Resolved issues and responded to request concerning Black Berries, FOBs, Network Accounts and Cable Xpress
• Used SMS to remote to individuals PCs to troubleshoot issues
• Maintained over four thousand client’s PCs
• Mapped network drives and reset password for various programs
• Ensured deployment process, satisfaction and the usability for end user
• Located restored files installing network printers and setting defaults
• Closed tickets via UTT and Remedy System and enabled and disabled users account & OUs
• Worked with functional leads to transition knowledge for PeopleSoft applications: PD, Distribution, Asset Management, Ariba and Status Tracking, for the purchase of hardware, tracking and assisting all monies for the department staff, Work with Functional and Development teams to identify and resolve defects by testing the possible error that may be occurring. Staying abreast of modifications to the IPMS application via training programs and online modular situations.
• Used Avaya ACD for call Routing with staff members and assisting clients

Confidential

SR. IT Specialist

Responsibilities:

• Responded to inquiries and requests for assistance with the organization's computer systems.
• Performed troubleshooting and fault isolation on Windows XP system components in simple.
• Responding to clients request as a desktop support person by visiting their office of cubicle area as a customer support agent for any and all request they may have.
• Troublehoot hardware devices, Network printers to communicate with end users and upgrade software applications via company policies.
• Extensive experience with XP operating systems.
• Tested and evaluated software and hardware products in order to determine value to agency operations.
• Supported 1500 users locally and remotely (SMS) with laptop, desktops, hardware, and network troubleshooting.
• Software installation of Remedy, SMS 2003, Microsoft suite, MS project, Adobe 8.0, McAfee.
• Provided full disk encryption using Wave Systems Corps.

Confidential

Help Desk Technician/Shift Supervisor

Responsibilities:

• Ensured Confidential ’s critical life-safety networks were maintained and operating through remote access (SMS) and first level telephonic problem resolution
• Developed possible solutions to meet user’s needs and instruct users them of possible resolutions
• Working in a Call Center environment, responding to client issue via email and phone in regards to Ms suite, software updage and network connectivity.
• Responding to clients request as a desktop support person by visiting their office of cubicle area as a customer support agent for any and all request they may have.
• Opened, tracked, and closed trouble tickets
• Installed, configured and troubleshot OS systems
• Extensive experience with XP operating systems
• Troublehoot hardware devices, Network printers to communicate with end users and upgrade software applications via company policies.
• Maintained printers to include replacing toner, installing maintenance kits, adding to client machines
• Installed and troubleshot hardware to include hard drives, floppy drives, CD r/RW drives, zip drives, video, network, and sound cards, monitors, modems etc.
• Mapped network drives and troubleshot network connectivity issues
• Used Avaya ACD for call Routing with staff members and assisting clients

Confidential

Desktop Support Technician

Responsibilities:

• Working in a Call Center environment, responding to client issue via email and phone in regards to Ms suite, software updage and network connectivity.
• Installed drivers for applications and printer, troubleshot problems in Lotus Notes, and MS office 2000/XP
• Configured laptop through Citrix and via registry key and copied data in the BAE archive
• Unlocked users account and reset their password.
• Configured Blackberries, and restoring users Lotus Notes ID
• Used Avaya ACD for call Routing with staff members and assisting clients

Confidential

Computer Technician/Lead Field Technician

Responsibilities:

• Installed, repaired, and configured various hardware components and software applications:
• Anticipated problems and provided technical support and preventive maintenance ensuring a timely resolution.
• Employed automated diagnostic programs to investigate and correct repetitive problems. I have assumed increasing responsibility of one of the largest deployments at Confidential with a team of five technicians. I have preformed and trained my technicians to
• Prepare PCs and Laptops for end user
• Installed operating system using Symantec Ghost
• Joined Active directory Domain-Installed SMS packaged applications
• Installed and configured non packaged applications as needed. I have backed up data from retiring machine using external hard drives.
• Removed retiring equipment and set up new machine and any accessories per end user specifications
• Restored data to new machine and verified data integrity
• Connect and configured any required docking devices or peripherals as needed.
• I assisted end users with hardware and software migration
• Initial Lotus Notes setup and configuration as needed operation system overview highlighting differences between Windows 2000 and Windows XP Professional
• Locating restored files installing network printers and setting default printer
• Mapping network drives as needed. I work closely with departmental IT staff and end user to ensure seamless deployment process, satisfaction and the usability with all aspects of new computing environment.

Confidential

LAN Administrator

Responsibilities:

• Ensured data integrity by performing scheduled system backups while applying data storage technology.
• Performed routine tasks to maintain computer equipment and their peripherals.
• Installed network hardware and software such as card readers scan jets portable CD burners.
• The ACES programs, DFAS, INFOCONNECT MAPPER Systems.
• PKI
• Ghosting and updating to windows 2000 via CD or network server.
• Ordering any hardware or software needed.