EXECUTIVE SUMMARY

Over fifteen years of professional experience with an impeccable track record of accomplishments in assisting with migration and providing computer technology support, administrative and supervisory support to the Private sector, Military and Government Personnel. Microsoft Windows Certified MCPIT/MCP Professional Primarily, responsible for supporting the Commander, Comptroller and various Chief level personnel to include desktop support of the President, VP's, and Board of Directors. Performed network administration and overall technical support and telecommunication services to PC/Mac and network users in an office setting and on a consulting basis, including network administration and providing system/application training to hundreds of users familiarizing them with the basic concepts of computing and application usage in the enterprise environment. Exceptional problem-solving and troubleshooting ability skill set to create innovative solutions to both routine and complex problems. Proficient in supporting multi-platforms Windows 2000/XP/Vista/Win 7/8 Mac OS and Mac OS X Virtual Desktop environment MS Office applications Outlook, Word, Excel, Visio, PowerPoint, SharePoint, and Project, etc. Experience in troubleshooting Wi-Fi devices including Blackberry / iPhone / iPad / iPod / Tablet printers: Dell / Canon / HP / Konica / Xerox printers, servers, scanners, etc. Respond to all helpdesk calls/tickets in a timely and efficient manner with emphasis on detail and follow-up. Team Player with a positive can do attitude Ability to adapt and learn new technologies Ability to work independently and in a fast-paced, environment Demonstrated commitment to quality Government clearance TSC/SC obtainable.

TECHNICAL SKILLS

• Systems: Windows 2000/XP/Vista/Win 7/8 and Mac OS and Mac OS X
• Software: ABSS, Adobe Products, BlackBerry/iPhone/iPod/iPad, Tablets, ACCPAC, Acronis Backup Recovery, ActiveSync, ADS, Alacris, Altiris, AMBIS, McAfee/Symantec AntiVirus, Symantec Endpoint Protection, Trend Micro Enterprise/OfficeScan, VSOF,Veritas/Symantec Backup Exec, Bluetooth, IMPACII, CRIS, Dell KACE, Active Directory, ITAS, VEDS, Chrome, OneNote, Sofie, NBRSS, JInitiator, NBS, SKYPE, QVR, E-Grants, ERA, SAS, VMware, E-Log, QWS3270 Secure, Anyconnect VPN, ERP, ICS Viewer, Win Backup Utility, Citrix, Costpoint, DEPCON, DOORS, Eagles, ERwin, Expensable 6, FinePrint, Firewall, Internet Explorer, User State Migration Tool USMT 4.0, Firefox, Flash Player, Form Flow, Thunderbird, GFI LAN guard Network Security Scanner, PCAnywhere, Symantec/Norton Ghost, HEAT, Hummingbird Exceed, Java, Jaws PDF Creator/Editor, OnNet, Extra /SNA mainframe , MS Exchange, MS Office Suite XP/2003/2007/2010/2013, MS Office: Mac 2004/2011, MS Lync, Lotus Notes, MicroBas, NI-488.2 GPIB for Windows, NDS, Belkin Easy Transfer Cable, Netcensus, Netmeeting, NetToolX, Novell Client, NTRC, Opera, PAL, POP, Power Archiver, RRS, SafeIT, RAS, SAP GUI, SharePoint, SUS Client, RTS, PGP, Pointsec, Remedy, Oracle Initiator, SCCM/SMS, Softmax Pro, Safari, STARS, SyncToy, BOMGAR, Sysprep 2000/XP, Track-It, Visio Viewer, Visual Basic, VNC Viewer, VPN, VoIP, Visio, Sametime, ServiceNow, PIV, Privilege Manager, Project, Windows Easy Transfer, WinFrame Client, Wi-Fi, WISE, WS FTP.

PROFESSIONAL EXPERIENCE

Confidential

Title: Tier 2 Desktop Support Technician

• Assisted with new workstation deployment and upgrading of e-mail users utilizing Outlook and MS Host Integration Server 2010 client supporting approx 5,000 XP/Win 7/Mac workstations.
• Provide escalated end-user support for the National Cancer Institute NCI , which is part of the National Institute of Health NIH , which is the Federal Government's principal agency for cancer research and training at the National Institute of Health NIH .
• Proficient in supporting, upgrading, troubleshooting, and remediating issues pertaining to current and future versions of desktop and laptop operating systems to include, but not limited to VMware/XP/Win 7/Mac OS X , and other hardware.
• Deploying images using Altiris/Symantec Ghost, BIOS and firmware updates.
• Install, configure, troubleshoot, and remediate issues pertaining to current and future versions of NIH and NCI common-use Commercial Off-the-Shelf COTS and ERP-base system software.
• Install, configure, and upgrade new/reissued PC hardware and software in accordance with NCI and CTB policies and procedures.
• Integrate system peripherals such as Bluetooth, Network Printers, Scanners, Wi-Fi, Blackberry/iPhone and VPN while maintaining highest quality operations to end-user.
• Configure and support end-user network connectivity including, but not limited to, LAN, Wi-Fi, and broadband wireless cards maintaining current and accurate documentation that identifies statically set IP addresses, and pertinent information related thereto.
• Manage administration of Active Directory and MS Exchange user accounts.
• Experience in installing, configuring and using Microsoft Office 2010/2013, McAfee Antivirus products, XP / Win 7, Mac OSs, Cisco VPN, Parallels and of end user applications.
• Proficient in utilizing CIT's implementation of ServiceNow ticket tracking system.
• Troubleshooting all software supported by the Biomedical Informatics Section.
• Encrypt all Desktop and Laptop PC's data while utilizing PGP encryption.
• Sanitize all decommissioned Desktop PC/Mac's by utilizing BC Wipe and Acronis Backup Recovery utilities.

Confidential

Title: System Administrator/Tier 2 Desktop Support Technician

• Responsible for providing support of new and existing workstation deployment and upgrading of e-mail users with primary focus on Outlook and MS Host Integration Server 2007 client supporting approx 250 XP/Win 7/Mac OS and Mac OS X.
• Provide escalated end-user support for the National Institute of Diabetes and Kidney Diseases NIDDK which conducts and supports basic and clinical research at the National Institute of Health NIH .
• Proficient in supporting, upgrading, troubleshooting, and remediating issues pertaining to current and future versions of desktop and laptop operating systems to include, but not limited to VMware/Vista/XP/Win 7/8 Mac OS and Mac OS X, and other hardware.
• Install, configure, support, upgrade, troubleshoot, and remediate issues pertaining to current and future versions of NIH and NIDDK common-use Commercial Off-the-Shelf COTS and ERP-base system software.
• Install, configure, and upgrade new/reissued PC hardware and software in accordance with NIDDK and CTB policies and procedures.
• Deployed images using Dell KACE/Altiris, BIOS and firmware updates Utilize both Windows Easy Transfer / User State Migration Tool USMT 4.0 to migrate user profiles and backup government systems.
• Setup and Configure Conference room Audio Visual equipment.
• Integrate system peripherals such as Bluetooth, Network Printers, Scanners, VoIP, Wi-Fi, Aircard, Projector, Blackberry/iPhone/iPad/iPod/Tablet, and VPN while maintaining highest quality operations to end-user.
• Manage and resolve network connectivity issues and teamed with Network Engineers in troubleshooting local servers, routers, switches, and network connections plus Active Directory and MS Exchange user accounts.
• Proficient in utilizing BOMGAR remote support to remotely access and fix nearly any devices running multiple platforms and troubleshooting end user connectivity with VPN and software security tokens.
• Provide liaison between users and developers of HHS/NIH standard and locally written systems such as, but not limited to CRIS, NBRSS, E-Grants, ERA, SAS, E-Log, QWS3270, IMPACII, and JInitiator, etc.
• Proficient in supporting and troubleshoot Microsoft Office applications including Outlook, Exchange, Entourage, Access, Word, Excel, PowerPoint, SharePoint, Project, etc. .
• Proficient in utilizing CIT's implementation of Remedy/ServiceNow ticket tracking system.
• Installation and configuration of various medical/scientific software and hardware.
• Encrypt all Desktop and Laptop PC's data while utilizing Pointsec/PGP encryption.
• Sanitize all decommissioned Desktop PC's by utilizing BC Wipe/Acronis utilities.

Confidential

Title: System Administrator/Tier 2 Desktop Support Technician

• Assisted with new workstation deployment and upgrading of e-mail users utilizing Outlook and MS Host Integration Server 2003 client on approx 2000 Win 2000/XP, Mac OS workstations.
• Provide escalated end-user support for the NIAMS institute at the National Institute of Health NIH .
• Proficient in supporting, upgrading, troubleshooting, and remediating issues pertaining to current and future versions of desktop and laptop operating systems to include, but not limited to Vista, XP, Windows 2000, and Mac OS X, and other hardware.
• Install, configure, support, upgrade, troubleshoot, and remediate issues pertaining to current and future versions of NIH and NIAMS common-use Commercial Off-the-Shelf COTS and ERP-base system software.
• Install, configure, and upgrade new/reissued PC hardware and software in accordance with NIAMS and SITB policies and procedures.
• Full working knowledge, including installation and troubleshooting, of Vista/XP and Mac Oss in an Active Directory and Exchange environment.
• Deploying images using Altiris/Norton's Ghost, BIOS and firmware updates.
• Integrate system peripherals such as Bluetooth, Network Printers, Scanners, Wi-Fi, Aircard, Projector, Blackberry/iPhone/iPad/iPod, and VPN while maintaining highest quality operations to end-user.
• Configure and support end-user network connectivity including, but not limited to, wired LAN, wireless LAN, and broadband wireless cards maintaining current and accurate documentation that identifies statically set IP addresses, and pertinent information related thereto.
• Install, configure and support of TCP/IP networking and remote access.
• This includes, but is not limited to, VPN, Parachute dial-up , iPASS, PC Anywhere, and Citrix.
• Install, configure, and troubleshoot applications including Outlook, Entourage, PowerPoint, SharePoint, Project, Excel, Word, etc. , and guide/assist customers in the management of their email and use of these client applications including, but not limited to, the use of rules and personal folders/archives.
• Provide liaison between users and developers of HHS/NIH standard and locally written systems such as, but not limited to AMBIS, IMPACII, ITAS, VEDS, VSOF, Oracle Initiator, SOFIE and SKYPE, etc.
• Entered and closed tickets in Remedy ticket tracking system.
• Troubleshooting all software supported by the Biomedical Informatics Section.
• Responsible for hardware technical support for users network printers and peripherals.

Confidential

Title: Independent Computer Consultant

• Perform software/hardware support to residential clients, heterogeneous environment.
• Extensive experience in equipment evaluation, recommendation, purchase, installation,
• maintenance, and troubleshooting.
• Generates, implements, maintains and monitors one or more of the following: Windows
• NT 4.0/98/Me/2000/Vista/XP and Mac OSs network data communications such as: DNS,
• TCP/IP Security Systems such as: Firewalls, Intrusion Detection, Spam, Ad-ware, and
• Anti-virus applications Telecommunications and Phone Systems Blackberry/PDA's, VPN,
• Wi-Fi, Bluetooth and Smart phones packages.
• Router installation and troubleshooting.
• Provided technical assistance to computer users/vendors.
• Assist operations and vendor personnel in troubleshooting problems on systems.
• Setup and configure Laptops for secure wireless connection via intranet and internet protocols.
• Handle all issues related to installing, configuring and troubleshooting O/S and Outlook e-mail
• packages.
• Installation and configuration of various applications for end-users.
• Responsible for hardware technical support for users network printers and peripherals.
• Backups

Confidential

Title: Senior Technical Support Analyst

• Serve as the initial point of contact for resolution of desktop/workgroup-related problems of new and existing workstation deployment and upgrading of e-mail users utilizing Lotus Notes 6.52 and MS Host Integration Server 2003 client on approx 200 Win 2000/XP user environment.
• Creating and naming workstation, adding user to domain, giving administrative right, mapping network drives, setting new users ID and password configuring managing and troubleshooting computer systems using DameWare NT Utilities/Active Directory Management tools.
• Setup, imaged, and deployed various Dell/Compaq Laptops/workstations running SysPrep imaging using Symantec Ghost 2003/RDP over the network server, installing, upgrading configuring remote access to network via VPN for high speed for users' who telecommute setup and configure Laptops for secure wireless connection via intranet and internet protocols.
• Utilizing DameWare NT Utilities to initiate actions on workstations, files users policy retrieval and evaluation cycle for automated software delivery update issues.
• Install and configure users' Lotus Notes 6.5x e-mail mapping to Windows 2003 servers , exported/imported calendars, contacts, and tasks to ensure synchronization of e-mail on both Laptops and workstations.
• Create/Enable/Disable user Domain accounts via DameWare NT Utilities/Active Directory as needed by management.
• Installation and configuration of various electronics engineering and departmental specific applications for end-users.
• Proactively monitor configuration settings for compliance Microsoft update virus protection and other security measures.
• Installing configuring and set-up new and existing VoIP Phones, Desktops/Laptops utilizing Bluetooth, Port Replicators, Wireless Mouse/Keyboards, Network Printers, Scanners, Wi-Fi, Aircard, Projector, Blackberry/PDA's and VPN while maintaining highest quality operations to end-user.
• Responsible for hardware technical support for users network printers and peripherals.
• Re-imaged desktops utilizing Symantec Ghost Cast server for on-site and remote users.
• Provide remote support to end users utilizing DameWare Mini Remote control and SMS Administrator Console.
• Entered and closed tickets in Netsupport DNA/Remedy ticket tracking system.
• Troubleshoot, research, diagnose, document, and resolve technical issues/problems/questions received via email, phone calls, callbacks, or escalations, and provide support on Windows 2000/XP, MS Office 2003, Word, Excel, PowerPoint, SharePoint, Outlook, Lotus Notes e-mail packages, Intranet/Internet connections, Network/Wireless connectivity issues, and hardware and/or associated peripheral equipment.
• Coordinate with external vendors to service and repair computer hardware.
• Purchase desktop related equipment and supplies as required.

Confidential

Title: Technical Support Analyst

• Assisted with new workstation deployment and upgrading of e-mail users utilizing Outlook and MS Host Integration Server 2003 client on approx 2000 Win 2000/XP, Mac OS workstations.
• Creating and naming workstation, adding user to domain, giving administrative right, mapping network drives, setting new users ID and password configuring managing and troubleshooting computer systems using Active Directory Exchange Management tools.
• Setup, imaged, and deployed various Dell Laptops/workstations running SysPrep imaging using WinPE over the network server, installing, upgrading configuring remote access to network via VPN for high speed for user who telecommute.
• Utilizing systems management server SMS to initiate actions on workstations, files users policy retrieval and evaluation cycle for automated software delivery update issues within an ERP environment.
• Install and configure users' Outlook e-mail mapping to exchange servers , exported/imported calendars, contacts, and tasks to ensure synchronization of e-mail on both Laptops/workstations.
• Setup and configure Laptops for secure wireless connection via intranet and internet protocols.
• Enable/Disable user accounts via Active Directory as needed by management.
• Installing configuring and set-up new Phones, Desktops/Laptops, Mac OS X Tiger, iMac, iBook utilizing Bluetooth, Port Replicators, Wireless Mouse/Keyboards, Printers, Scanners, PDA while maintaining highest quality operations to end-user.
• Reimaged desktops for on-site and remote users.
• Provide remote support to end users utilizing SMS.
• Entered and closed tickets in HEAT ticket tracking system.
• Handle all issues related to O/S and Microsoft Office products including Word, Excel, SharePoint, PowerPoint and Outlook e-mail packages, etc.
• Installation and configuration of various medical and departmental specific applications.
• Responsible for hardware technical support for users network printers and peripherals.

Confidential

Title: System Administrator/Desktop Support Technical

• Various desktop support positions through CDI Business Solutions client support IIF, IBM Washington Memorial Hospital/MedStar and Computer Sciences Corporation CSC .
• Daily responsibilities included the Install/configure and set-up of new VoIP Phones, basic hardware/maintenance for PC's/Laptops, Mac OS X, Bluetooth, Port Replicators, Wireless Mouse/Keyboards, Printers, Scanners, Wi-Fi, PDA's software and network support as it pertains to end-user devices.
• Responsible for Desktop Support of the President, VP's, and Board of Directors.
• Create, manage and maintain user Domain accounts using Console One, iManager and Active Directory users and computers.
• Assisted with the migration deployment and upgrading of e-mail users utilizing Outlook/Lotus Notes 4/5.11/6.5 and MS Host Integration Server 2003/2004 client on approx 4500 Windows 2000/XP workstations, from Microsoft SNA for NT/Novell client.
• Implementing Active Directory Services, SMS, maintaining Replication, Trust Relationship and enforcing Domain wide Group Policies.
• Responsible for repairing and troubleshooting of PC's/Laptops and Mac OS 2/X, iMac, iBook components e.g. hard drive, memory, modems, motherboards, etc., experience in warranty claim with major manufacturers Compaq, Dell, HP, IBM, Apple .
• Create and maintain computer accounts on the network manage application push to different clients using application explorer on Console One.
• Preparing and deploying images of numerous servers and desktop/laptop using Norton Ghost.
• Performs or guides remote end-users through the installation of hardware/software and network components on their personal PC's/Laptops to meet computer needs.
• Diagnoses and troubleshoots problems with end-users on multiple systems in order to maintain proper functioning.
• Installation and configuration of all Microsoft Office products to include various clinical and departmental specific applications for end-users.

Confidential

Title: Police Officer

• Crime prevention, law enforcement, apprehending suspects and conducts criminal investigations, including maintaining regular patrols and responding to calls for service.
• Frequent interaction with local, state and federal law enforcement authorities, utilizing Remote Video 2nd generation, Application integrated network/web-base utility VPN, LAN/WAN via the Intranet and Internet on PC's running Windows 98/2000/XP.
• Direct traffic at the scene of an incident, or give first aid to an accident victim.
• Minimizes personal injury ensures operation of equipment.
• Other tasks included Decision Making legal compliance handles pressure deals with uncertainty physical fitness judgment objectivity dependability integrity safety management professionalism, selflessly protecting citizens.
• Builds relationships with the citizens of local neighborhoods and mobilizes the public to help fight crime.
• Training new employees ability to provide education on the concepts of computing and application usage.

Confidential

Title: Systems Administrator/Program Manager

• Maintain network information and specialize in security related matters.
• Responsible for supporting the Commander, Comptroller and various Chief level personnel.
• Provided senior technical support for the migration of 12,500 e-mail users utilizing Microsoft Exchange and Outlook 98 clients, concurrently implemented TCP/IP with DHCP to the additional Windows NT domain containing the Exchange Server.
• Installation of MS Mail system connector gateway .
• Technical administration of the comptroller financial systems, while implementing Active Directory Services which included providing technical assistance, ensuring security, creating and deleting users, license administration, backup services and training and support to end-users.
• Current high level government clearance acquired.
• User Account Administration: Windows 2000, and Active Directory, Terminal Server: creation and maintenance of user accounts and groups, implementation of file-level and share-level security, user rights relating to shares and permissions.
• Network Support: Design and installation of cabling changes. Monitor and control system performance and security. Identify and diagnose problems and factors affecting servers, computers and network performance inventory control of all computers. Installed and configured various laptop/desktop and Mac OS workstations. Upgraded all software and network peripherals assigned to FM and IMA including servers/desktops/laptops systems and printers. Ensures LAN/WAN connections to Defense Mega Centers DMCs and local Wing applications reconfigured servers to ensure highest efficiency and security running through a LAN/WAN and NT 4.0/Novell/2000 Server environments proficient in both User Manager/Server Manager and Active Directory administration tools provide information and protection awareness training to all FM/IMA end-users implemented comprehensive disaster recovery plan to overcome shortfalls within the FM/IMA organization.