SUMMARY:

• An experienced network professional dedicated to teh resolution of IT related topics which ensure teh implementation of system resources for enterprise network operating systems.
• Perform IT security monitoring, incident reporting, system scanning and security control verification; evaluate and analyze Information Technology (IT) and their capabilities as it relates to business planning.
• I want to succeed in a stimulating and challenging environment, while assisting in building teh success of a company dat has advancement opportunities.

PROFESSIONAL EXPERIENCE:

Confidential, Silver Spring, MD

Network Operations Technicia

Responsibilities:

• Provide 1st and 2nd level incident network support to over 400 corporate users troubleshooting network incidents and providing resolution reports and logs to development team.
• Conduct assessments and evaluations of computer systems using JIRA information technology to assist in preparation of survey and verification programs; while also utilizing Service Now to manage tickets and reports.
• Create reports on uptime, bandwidth usage, server utilization, and key metrics; conduct reviews of small programs or activities of scope.
• Test web applications and website performance to ensure functionality; monitor teh network performance regularly to improve performance and functionality using tools such as Nagios and Solar Winds allowing algorithmic processing and flexibility modeling
• Perform network tests, execute system analysis and troubleshooting in order to resolve problems on servers, workstations and other network devices; find and develop patterns dat are indicative of failures and work towards eliminating dat possibility.
• Troubleshot local and wide area network physical connectivity; made moves, adds, and changes to local infrastructure as required / cabling; troubleshot local Layer2 Cisco Switch complexes and related protocols in support of daily operations; monitored LAN/WAN network activity.
• Escalation point for local level engineers; maintained local computer assets, i.e. laptops and personal computers; reimaged Microsoft Windows platforms via System Center Configuration Manager (SCCM) as required; troubleshot Microsoft hardware and software issues as required.

Confidential, McLean, VA

Copier/ Printer Technician

Responsibilities:

• Troubleshot hardware and software on Dell/HP laptops, desktops, Confidential /HP network/desktop printers/copiers supporting over 50 machines in a fast paced law firm office environment.
• Ra high volume copy machines and performs binding and finishing work. High experience in Velo, Coil, Spiral, and Comb binding producing 10 - 15 binders per day.
• Ensured Confidential copiers and HP Printers are working properly, checking for quality via daily inspections. Clears paper jams and informs technicians of specific problems.
• Worked with Remedy Ticketing system to provide high quality technical support to our customer base dat includes over 80 people.
• Reviewed 10-20 trouble ticket queues, documenting support and diagnostic activities, escalating problems as required, and accurately and effectively resolving and closing assigned trouble tickets.
• Performed desk-side Windows 7 workstation support in a networked office environment with MS Office and Outlook configuration and troubleshooting.
• Ships and receives product and supplies, sorts, distributes and handles incoming and outgoing mail/faxes, as well as applies necessary postage.
• Administered FTP (File Transfer Protocol) between computers and files for printing and CS/DVD.

Confidential, Sterling, VA

Data Migration Technician

Responsibilities:

• Recover data from hard disk drives and/or executed data migration for over 200 servers in coordination with management personnel to cloud based servers via Sharepoint.
• Coordinated and provided customer data moves and migrations, domain configurations, software installations and printer mapping.
• Provide consultation to IT users for all aspects of end-user computing and desktop-based LAN systems software.
• Worked with teams to install and maintenance hardware, new and/or revised releases of national systems for teh agency, and off-teh-shelf software to include remote access and Microsoft Home Use Programs.
• Assisted in teh development and implementation of short and long-range technologies i.e., SharePoint, ILMS. PRIMES.

Confidential, McLean, VA

Help Desk Consultant

Responsibilities:

• Executed user administration in Active Directory to include creating accounts, managing distribution lists, auditing security memberships, modifying user attributes, and GPO policies.
• Performed troubleshooting, resolution or escalation of email requests applications, ensured critical support issues were escalated appropriately with internal and external sources to meet or exceed agreed upon service level agreement guidelines; proactively created, improved Knowledge Management Articles and adopt best practices on teh following platforms Windows 2008 and 2012, Windows 7 and 10.
• Tracked issues to resolution updating teh internal knowledgebase and/or communicating lessons learned with relevant business units.
• Escalated more involved problems to teh appropriate Tier 2 and Tier 3 support teams; updated daily status reports and shift turnover reports; acted as a liaison between customers and technical escalation teams to provide a single view to teh organization for information technology related problems.

Confidential, McLean, VA

Solutions Specialist

Responsibilities:

• DNS and IPAM Infoblox device configuration, management and operations in an enterprise environment.
• Linux configuration, zone transfer, data import/export and/or understanding for transition to Infoblox environment.
• Windows DNS and Active Directory knowledge/administration to support Windows team for DNS.
• SSH and Windows Remote Desktop Connection usage (with Smart Card access experience as an administrator).
• Provide Remedy ticket support, and phone support to Pentagon users in teh following areas; DNS name resolution Moves, Adds, Changes and Deletions; DNSSEC support for Moves, Adds, Changes and Deletions; and Updating of DNS ISP infrastructure through zone transfers.
• Write and update Standard Operating Procedures (SOPs) and other DNS team documentation
• Perform DNS server maintenance, on all DNS Servers as needed. Updates and processes all network, domain, user inquiries Confidential teh NIC.
• Serve as teh first point of contact for troubleshooting hardware and software for DNS problems.

Confidential, Alexandria, VA

Customer Support Printer Specialist

Responsibilities:

• Troubleshoot connectivity and data issues between computers and printers, and then advise appropriate actions.
• Monitor teh Remedy tracking system to provide support, repair, maintenance, configuration and installation of laptop and desktop computers, peripheral equipment and software.
• Image desktops to ensure computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, VoIP systems, application servers and administrative systems.
• Coordinate activities with Help Desk, Network Services, or other IS groups and maintain support documentation for teh team based from fixes found during troubleshooting issue.

Confidential, Fairfax, VA

Technical Consultant

Responsibilities:

• Directly interfaces with customers regarding incidents and system status.
• Develops and prepares system documentation, gathering specific information related to teh project and applicable technical material.
• Familiarity with teh use and deployment of SNMP based network and systems monitoring tools.
• Conduct incident, problem, and change management functions in an enterprise environment.
• Possess teh ability to document requirements, maintain and update technical documentation, and accurately measure system performance against targets and report on changes or upgrades to existing systems, monitor system performance and evaluate areas to improve efficiency.
• Familiarity with SNMPv3, DNS, and TCP/IP based routing.
• Familiarity with Unix/Linux based operating systems and network monitoring solutions.

Confidential, Atlanta, GA

Help Desk Analyst

Responsibilities:

• Providing helpdesk and desktop support relating to both hardware and software issues, troubleshooting and resolving problems as needed relating to ticket requests.
• Manage office network configuration, including routers, switches, firewalls, and wireless access points.
• Provides resolution of customer issues relating to equipment problems, including but not limited to operational, maintenance and repair aspects of equipment.
• Maintain and report accurate records of service and installation actions and materials used for any service changes.

Confidential, Tysons Corner, VA

Front Desk Agent

Responsibilities:

• Answers inquiries pertaining to hotel services, registration of guests, and travel directions.
• Assists with sales and marketing efforts as directed
• Ran and checked daily reports, contingency lists, and credit card authorization reports.

TECHNICAL SKILLS:

• Mac OS, Windows OS, Linux and Microsoft Office
• Ability to learn by on teh job training, shadowing current employees and retaining wat is taught.
• Able to successfully engineer VPN connectivity for teh network on Windows 7
• Can successfully create system image backups for Windows 7 and up, Mac OS to restore client computers.
• Ability to configure and maintain Microsoft Active Directory with Group Policy and Baseline Permissions for centralized domain management.
• Networking Concepts and IT Systems; (Linux, Cisco, Windows, Mac)
• Monitoring and management systems (Nagios, Solar Winds, Sharepoint, ServiceNow, Remedy, OpenView, Argonot, Infoblox and JIRA)
• Leadership and Management