SUMMARY:

• Extremely driven and motivated IT administrator, fast - paced learner wif teh will and attitude to halp maintain and accomplish teh company goals.
• Service Now Office 365HyperV
• Service Now Discovery SharePointWIN7
• CMDB integration AzureWIN10
• Bulk impose AWSExchange
• Mid Servers SQL ServerMapper
• VoIP / TELECOM domainVPNBatch loader CNET

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Administrator

Responsibilities:

• Primary support and interface wif site Information Management Officers (IMO) to ensure all Service Desk resources are utilized in teh most efficient manner. Assists teh IMO wif daily functions of computer, network and software management for teh site and all users.
• Provides immediate response to all customers who come to teh Service Desk. Person to person interaction involves troubleshooting, information exchange and halp wif ticket submission and issues. Excellent interpersonal skills are required.
• Support hardware and software for VOIP and switching. Performed highly TEMPeffective client for end users.
• Responsible for design, implementation, administration, escalation support, documentation and troubleshooting of LAN/WAN technologies for d Confidential centers, WAN links, and branch offices and Telecom servers and switches
• Provides telephone customer support for incoming and follow up calls used for initial troubleshooting.
• May be required to work for 12 hour shifts utilizing Remedy call management software and other tools, to log and manage trouble tickets. Must has teh technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at teh Service Desk.
• Troubleshoots Microsoft OS issues on Army Gold Master/Universal Gold Master along wif setup and Microsoft Office 2007. Troubleshoots all other site authorized software wif IMOs and users.
• Creates logon and email accounts using Microsoft Exchange Server and User Manager. Manages Network Services wif Server Manager, Print Queue Management and CISCO VMPS Administration.
• Works wifin a small continuous improvement focused team. Tracks and documents work performed to allow accurate reporting of all Service Desk activities. Completes all tasks and assignments as requested by Supervisors and Management.
• Performs other duties and assignments as required.

Confidential

System administrator

Responsibilities:

• Supporting roughly 17,000 internal users.
• Responsible for teh maintenance, configuration, and reliable operation of computer systems and servers.
• Utilizing an internal ticketing system to track and organize incoming issues (ServiceNow).
• Installing hardware and software, and participate in research and development to continuously improve and keep up wif teh IT business needs of their organization
• Using Active Directory to add/remove users, reset passwords and grant/revoke access.
• Working wif Windows 7 and Windows 10 and LAN/WAN and switching technologies
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues
• Designed routing, switching and VoIP systems based on customer requirements and information gatheird during client interview.
• Troubleshooting of Telecom, Network and Audio Video Systems
• Improve existing programs by reviewing objectives and specifications, evaluating proposed changes, recommending changes as issues arise, and making modifications when needed.
• Lead desktop and halpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner wif limited disruptions.
• Maintain historical records by documenting hardware and software changes and revisions.
• Maximizing use of hardware and software by users, interpreting instructions and answering questions.

Confidential

Security Lead

Responsibilities:

• Provide observation security and force protection support; responds and repots alarms, suspicious activities and violators in accordance wif established procedures and policy.
• Troubleshooting IP network connectivity in teh LAN and WAN environment.
• Assist in force protection operations throughout security force areas of operation as directed.
• Cultivate open lines of communication wif security staff, supervision and client contacts that reflected optimum management development and implementation of updated security protocols.
• Prepare, publishes and posts daily duty scheduling and ensures duty logs are correctly completed.
• Assist in establishing, updating, and maintaining force protection standard operations procedures.
• Ensure strict compliance to safety practices and support teh AC FIRST Safety Policies and Procedures.

Confidential

Service Desk Analyst

Responsibilities:

• Addresses and resolves basic (Tier 1) incidents and requests and when applicable addresses and resolves Tier 2 incidents and requests wif quality documentation
• Utilize Active Directory to add/remove users and reset passwords
• Log all incidents and requests in Remedy; engages other service desk resources or appropriate service resources to resolve incidents that are Confidential teh scope of their ability or responsibility.
• Resolving between 15-25 tickets per day.
• Take ownership of issues and actively facilitates resolution of reported incidents.
• Generate new business through TEMPeffective business development and community relations.
• Assisted teh Manager-on-Duty resulting in a 100% guest service standard.