SUMMARY

• Progressive and TEMPeffective professional seeking an Informational Technology Specialist position with over five plus years of transferable skills striving on building, improving and maintaining relationships with clients and employee. me will contribute a combination of technical expertise and the ability to perform analytical duties in support of an TEMPeffective and efficient service delivery with greater transparency, accountability, and promoting continual job improvement.
• Dynamic performer with the ability to monitor help desk systems for incoming requests and resolve issues accordingly
• Uses modern troubleshooting techniques to repair and maintain desktop, laptop, printer, hardware and other peripheral devices
• Serves as an initial point of contact for problem resolution, placing special focus on exceptional customer services
• Outstanding capacity for following up with customers to provide feedback and see problems through to timely resolution
• Solid experience in monitoring incoming and outgoing correspondence while ensuring dat established deadlines are met
• Proven ability to prioritize and reprioritize based on the needs of the organization
• Successfully briefed and updated supervisor and other office staff on special initiatives and all areas pertaining to the work flow in the environment
• Extensive experience in communicating and serving as a liaison between numerous departments
• Proven record of leveraging, developing, and deploying best practices, policies, procedures, and processes on multiple platforms

PROFESSIONAL EXPERIENCE

Confidential, DC

IT Specialist

Accomplishments:

• Resetting\Setting up users accounts in Active Directory
• Installing hardware and peripheral components such as monitors, keyboards, printers, and disk drives on users’ premises
• Loading and configuring appropriate software packages such as operating systems, networking components, and office applications
• Assisting in the customization and adaptation of existing programs to meet organizational and individual user requirements
• Communicating and coordinating IT department activities (e.g., tech refreshes, scheduled network maintenance) with other department - level personnel
• Providing initiative updates, ticket status, and project completion information to managers and/or users via telephone, e-mail, and/or in-person communication
• Referring major hardware problems to service personnel or vendors as necessary
• Connecting users to networks and providing initial training in facilities and applications
• Administering cloud-based maintenance, exchange, and other application solutions
• Developing recommendations for and assisting in research and procurement of IT assets, including computer accessories and support office supplies
• Monitoring client networks and security devices for compliance with Department of Defense (DoD) Information Assurance regulations; applying software patches and updates; and acting upon Information Assurance Vulnerability Alert (IAVA) scan results
• Troubleshooting windows 10 OS, Office 365, MAC OS, and MS Office for Macs.
• Working as a system administrator; DNS administrator; management of local area networks; and/or designing, improving, and subsequently managing IT systems.
• Ability to install, configure, operate, test, troubleshoot, update, fix, replace, maintain, administer, and optimize a variety of networked and stand-alone systems (PC & Mac)
• Strong verbal and written communications and interpersonal skills and demonstrated commitment to providing excellent customer service
• Ability to manage multiple projects simultaneously and work collaboratively to resolve pressing client issues

Confidential, Kingstowne, VA

Software Integrator

Accomplishments:

• Supporting, Troubleshooting and repairing issues dealing with IP Security Center (SPARTA) nation wide.
• provide operations center support to a newly integrated Physical Security Information Management (PSIM) system.
• Responsible for advanced technical troubleshooting and analysis methods for a PSIM system.
• software repair, diagnostic testing.
• Responsible for the research and development of solutions to new or unnon issues and working with the development team to analyze the code and data using information from Tier 1 and Tier 2.
• Using applications such as Solarwinds, Remotely Anywhere, Remote Desktop, Microsoft SQL Server and Microsoft SQL Server Reporting to troubleshoot, Analyze and repair software issues.
• Working on OpenNet and SMSENET systems.
• Supporting Embassy’s with specialized software upgrades and repairs.

Confidential, Fort Belvoir, VA

Information Technology Specialist Software Integrator

Accomplishments:

• Monitors organizational, legislative, regulatory, administrative, and technological changes dat effect information systems' standards and related processes and impact upon future planning to meet the needs of the agency.
• Represents the organization in conferences and technical discussions with professional, public, and private organizations with a responsibility to further the understanding, clarify the position, and to develop a coordinated approach to problem solution
• Troubleshoot, analyze, and evaluate integrated systems of computer programs and/or computer equipment.
• Analyzes, evaluates and troubleshoots data flow of conventional, numerical model, satellite and radar data in time-critical operational situations
• Leads the evaluation of emerging technologies and provides assessment on adoption
• Improves employee productivity through the implementation and support of hardware and software tools and systems
• Installs PC hardware and peripheral components, such as monitors, keyboards, printers and disk drives; loads and verifies correct operation of software packages, such as operating systems, word processing, and spreadsheet programs all in accordance with Company guidelines and the division’s budget
• Provides technical expertise/training to the end-users as needed and resolving equipment or operator problems; makes minor repairs or refers to service personnel
• Approves requests, handles paperwork, and performs day-to-day administrative tasks
• Troubleshooting T-Metrics systems

Confidential, Washington, D.C

Tier II Filed Service Technician

Accomplishments:

• Responded to inquiries concerning all aspects of computer and network operations
• Reviewed databases to document network diagrams, policies and procedures (reviewing and updating as needed)
• Provided general support for enterprise applications and networked devices such as desktops, printers and scanners, hand-helds, iPads, and laptops
• Worked with IT Manager to plan and implement new equipment roll-out of desktop, laptop, printers, servers, SANs, network equipment and firewalls/security technology
• Worked with Security vendor for annual security assessment and remediation
• Provided exceptional customer service to end users while administering, installing, configuring, and maintaining systems to ensure maximum system uptime
• Wrote TEMPeffective technical documents and reports to enhance support efficiency
• Coordinated and consult with end users, application development, infrastructure, client services, reporting manager, vendors, and team members to meet or exceed user requirements and end-user satisfaction
• Created cloned virtual machines and templates, and install, configure, and support 250+ web servers
• Analyzed cost-TEMPeffective solutions for business compliance to ensure technical needs were met
• Troubleshooting Microsoft products such as Word 2016, Excel 2016, and Outlook 2016
• Troubleshooting SIPRNet PC’s
• Using HP Service Managers ticketing system on a daily basis
• Managing/Maintaining accounts in Active Directory
• Helping users map/configure PST files
• Creating new UEM KEY'S for user's
• Creating new UEM passwords
• Upgrade systems with new releases and models
• Testing Images
• Monitoring system performance and troubleshooting issues.
• Leading imaging team in switch from windows 7 over to windows 10
• Lead hardware and inventory projects
• Assisting users/new techs with time sensitive single sign-on access through Active Directory.
• Setting up users work stations
• Replacing user’s hardware such as Motherboards, CAC Readers, Keyboards and other hardware issues dat may occur

Confidential,Washington, D.C.

Sr. Team Lead Tech Specialist

Responsibilities:

• Sought after to work with 5,000+ global clients and customers to assess needs, provide information or assistance, resolve problems and committed to excellence in service
• Transformed the disposal proves of IT assets by assimilating all department heads and field sites on board and participating with equipment disposal
• Utilized Microsoft Deployment tools to streamline and automate imaging for all desktop and laptop severs
• Created structure implementation of Asset Management project plans and report all Asset Management activities
• Assembled and coordinate project staff to successfully carry out IT tasks
• Enforced asset control and inventory management process to track IT traffic
• Conducted briefings to individual or groups TEMPeffectively, adapting to audience and nature of the information clarity and oral presentations
• Identified IT challenges and utilized sound judgement to generate and evaluate alternatives, recommendations and propose solutions
• Established the orientation of end-users and customers IT asset regulations and procedures
• Proficient in using Dame Wear Remote Desktop and also BOMGAR
• Troubleshooting Windows 10, Outlook 2013 and other windows applications
• Lead tech team through windows 10 migration
• Assisted support staff with research, resolutions and support as needed
• Assisted in troubleshooting DNS server with lead network engineer
• Installing/Troubleshooting Cisco Any Connect
• Installing/Troubleshooting Cisco Jabber cameras
• Installing and removing software
• Adding printers to the network on user’s computer
• Actively working with Active Directory unlocking/locking user accounts

Confidential, D.C.

Tech Support

Accomplishments:

• Created, managed, updated and resolved tickets within Remedy Ticketing System
• Resolved tickets over the phone and remote software
• Setup email accounts and profiles, installed as needed
• Answered helpdesk emails and created tickets accordingly
• Resolved 90% plus of issues on a first call basis
• Escalated tickets to necessary groups if needed
• Installed and configured GHOST imaging server and accompanying switch for broadcasting images to multiple machines
• Created bootable and thumb disk drives to start multicasting ghost images for end users
• Deployed ne machines to employees within the organization
• Installed programs and transferred data to mirror previous machines
• Responsible for keeping inventory of all workstations, monitors and printers
• Refurbished previously used machines to be used as telework stations

Confidential, Washington, D.C.

Tech1 Support

Responsibilities:

• Independently provided clients with top level support for hardware and software problems on PC’s, laptops, LAN and mobile phones
• Utilized expert noledge and standard operating procedures to troubleshoot problems to include identification and classification of problems
• Maintained contact with 1000+when troubleshooting system issues and provided status updates for problem resolution
• Deployed 500+ workstations and laptops to clients to include office moves and upgrades
• Configured Microsoft Operating Systems, Microsoft Office and additional software at clients request
• Collaborated with other stakeholders to configure and secure laptops for employees in accordance with IT security policies
• Resolved damaged machine issues to include total machine replacement, replacing systems internal, and hard drive replacement
• Executed system upgrades utilizing LANDesk migration tools, traditional migration methods via servers and network drives
• Compiled weekly reports to management regarding PC deployment status and maintained asset management database with current assignments