POSITION TITLE: Technical Services/Desktop Support Specialist

EXPERIENCE SUMMARY

I have worked with multiple platforms and applications and have the ability to adapt to new systems and technologies. I have provided system administration, network support, on-site and remote support, and office automation to a variety of customers. During my career, which included employment by the U.S. Navy, U.S. Army, Federal Government, and private industry, I have demonstrated an ability to perform at successively higher levels of technical expertise. I also support Windows Vista and Windows 7 operating systems.

PROFESSIONAL EXPERIENCE

Confidential

I provide tier III technical support to the Concert/BT Outsource user community for hardware and software troubleshooting and technical problem resolution. Using a Citrix/web based trouble-tracking system to provide technical support to local and remote users. I provide TCP/IP and Ethernet support for LAN connectivity issues. I provide hardware/software support to the user community in a Windows 95/98/NT 4.0/2000/XP environment. I support Dell Optiplex and Compaq series desktops, Toshiba and HP series laptops. I assisted in the physical move of hundreds of Concert users and computer assets from the Reston, VA Town Center offices to offices in the Reston Commerce Park and Dulles Corner, VA sites, ensuring that the moves were transparent to the users. I also participated in the installation of Lotus Notes version 6.5.2 on all CSC employee computer assets and provided Lotus Notes technical support to those clients after CSC won the BT Outsource contract. I worked with the LAN services team to resolve MS Exchange and Windows NT account administrative issues for BT clients. Software supported include: MS Office Suite 97/ 98/2000 Professional, MS Exchange 98/2003, MS Office 97/98/2003, Oracle 7.3, Novell 3.30 and 4.9. Client and administration software, Windows NT User Manager, Remote Access Server and Connected TLM automated backup software for laptops. I provide accurate data input to the CSC PC Equipment Database to ensure that all BT computer assets are accounted for. I assisted in the migration and support of all users to the UK based E2K exchange mail platform. I also support the BT Security eCensus program which monitors all computers connected to the BT LAN for current McAfee virus scan software, Microsoft security patches and to ensure that they are running eCensus and are compliant. I use the UltraVNC and TightVNC applications to take remote control of home based or remote computers to provide technical support. I also provide desktop support to the BT media and Broadcast office located in Confidential on a weekly or as needed basis.

Confidential

Senior Systems Analyst

• Worked with a team of 12 contractors that supported over 1200 users on Windows NT 4.0 servers. Network troubleshooting and hardware/software support was provided as well as diagnostics and problem solving. Desktops supported included: Windows for Workgroups 3.11, Windows NT 3.51, NT 4.0, and Windows 95/98, Applications supported included: MS Office 95, 97 and 98. I supported TCP/IP, DNS. DHCP and Ethernet. I performed daily backup and restores of the operating system and data files for over 50 servers using NT Backup and Backup Exec. Ghost imaging was also performed.
• I performed user account setup, group maintenance and security functions. I participated in the migration for Confidential users from MS Mail to MS Exchange mail and then to The e-mail migrations involved large amounts of corporate data that had to be carefully accounted for during the migration to the new application. I also participated in the migration of all AT T customers to a unified global domain by which Confidential
• will be able to administer user accounts corporate wide using only five domain servers. I participated in the Y2K remediation of over 2500 PCs and laptops. I performed desktop support function including PC hardware and software installation and hardware/software upgrades. In Manassas, VA I provided UNIX System Administration on two NCR3000 series servers. I supported over 700 local and remote customers on the NCR UNIX SVR4 client/server operating system in a RAID level 5 configuration.

Confidential

• Confidential served on the J-8 project, which supports the Joint Chiefs of Staff Force Structure Resource and Assessment Directorate. He is tasked to assist in identifying and cataloging all event widget and call back information used in the design of the Graphical Analysis Tool Environment GATE . GATE is an X Windows application used by J-8 personnel. Using WordPerfect for UNIX and FRAMEMAKER a snapshot of each screen in GATE is captured and printed. The file name, routine name, and location on the system of each widget or call back is documented. Confidential is tasked to perform this type of documentation support for three additional applications for the Joint Staff. Confidential is also tasked to provide system administration support for the corporate Ethernet-based Novell 3.11 LAN and the AT T system-75 computerized telephone system.
• LAN is comprised of one AT T 3B2. Both systems use IBM compatible PCs using a variety of DOS applications, HP laserjet printers and external interfaces to the Defense Data Network, various government BBS services, and access to remote data bases. Confidential ensured that the AFIS and CNARS user communities received optimum performance from their ADP equipment. He administered the daily and weekly backup routines for all user and system files, monitored system resources, resolved user, system, and network problems and maintained user accounts.