EXPERIENCE

Confidential

• Provided worldwide IT support for IFC and World Bank clients.
• Remote accessed clients world wide using Microsoft system center configuration manager and remote assistance.
• Supported Windows Vista, Windows 7, MS Office 2007, Lotus Notes 8.
• W ork ed with users to resolve issues using Remedy 7.5 to track tickets.

Confidential

• Provided desktop support and field support for all HHS workstations and laptops. Installed, replaced and repaired desktop and laptop workstations for the HHS employees at the Rockville HHS building.
• Went to users offices and workstations to address Windows XP, MS Office, network, Internet and HHS PC programs and connectivity issues.
• Worked wit h users to resolve issues with Check Point encryption program The HHS security standard program for all PCs .

Confidential

• Worked w ith several personal and small business clients in IT support.
• Installed and configured PCs and support peripherals using the current hardware and software technologies available. Including Windows OS such as Windows XP, Windows Vista, and Windows 7.
• Setup PCs , Internet DSL, Cable , Networks, routers, and Wi-Fi. Also installed and configured systems for anti-virus protection, firewall. As well as file and print sharing.
• Repaired and restored multiple PCs and consulted with personal clients and small business's on there hardware and software needs.

Confidential

• Provided IT network and workstation support for over 2500 CEB employees in house, remotely and world wide Arlington , Chicago , San Francisco, UK, Australia, and India .
• Experienced in MS NT Server Active Directory management and SMS software distribution program provided Windows program updates and anti-virus software updates for desktops and laptops . Also used remote desktop management and access programs such as Dameware and PC connect.
• Helped CEB employees with all workstation or network problems they encountered. Workstation configurations using MS Windows XP Professional SP3, MS Office 2003 and 2007. Citrix VOP, and Cisco VPN.
• Service desk call support program for logging and tracking all IT requests.
• Cisco Remote access software.
• Citrix client software.
• User support for CEB owned Blackberry's IE: Calendar and email syncing using Blackberry Desktop Manager software and coordinating with BES manager at CEB for correct email syncing.

Confidential

• Provided workstation and network support for all Graduate School employees around theUS. Also setup and monitored IT classroom requirements for Graduate School students.
• Helped Graduate School employe e s with any workstation or network problems theyencountered . Workstation configurations using MS Windows XP Professional, MS Office XP, Lotus Notes Email, AS400, Citrix desktop workstation.
• Managed Graduate School users accounts and desktops using Citrix Management Console, VNC remote desktop IP access and Active Directory. Also managed AS400 access using IS Navigator management program.
• Opened and tracked all IS incidents using Alteris helpdesk software.

Confidential

• Provided Enterprise Network Operation Center support for all of Department of Transportation network wide servers and web services.
• Manag ed and monitored DOT ENOC in 12 shift periods. Took actions and responded to situations on network per DOT standard.
• Used various network monitoring systems and program to assure the DOT network was running correctly Net IQ, HP Openview, Nagios, DOT ENOC management console, etc.

Confidential

• Provided desktop and remote support for all Capital Group Associates on the east coast.
• Used remote access software Net Support Control to access users PC local and in remote sites.
• Managed and configured Lotus Notes 6.0 email accounts for CG employees including database replication and bookmark management.
• Setup and configured new PC and PC re - im ages using Norton Ghost and CG standard setup procedures.
• Helped remote users with VPN connections as well as network connectivity issues.
• Installed software and PC update packages to in house and remote users using Tivolisoftware distribution progra m. Also worked with Alt eris distribution program .

Confidential

• Provided IT Helpdesk support for all IMF employee's and World Bank member's. Work performed included IMF network support, Microsoft XP and Office XP desktop support, as well as support for over 70 IMF specific departmental programs. Tracked and recorded all work preformed using Remedy latest version service call L F tracking system.
• Used SMS remote access software to troubleshoot software programs and workstations.
• Duties also included resetting IMF network access accounts and passwords for access to IMF network resources and programs.
• Received and resolved an average of 40 to 50 calls per day.

Confidential

• Provided first and second level IT support for all AFT members local and through out US. Duties included network access and MS Outlook email management. Provided PC and desktop support using Citrix management console software and Active directory. Tracked and recorded activities with Heat 8.0 call recording software.
• Used remote access software Citrix management console to remote access shadow and troubleshoot software on all AFT workstations.
• Duties also included setting up new AFT network access accounts and passwords for access to AFT network resources and programs on the LAN using Windows 2000 Active Directory Management.
• Received recognition and award in March for service above and beyond call of duty.

IT Support Analyst American Diabetes Association / Adecco Technical

Confidential

• Provided phone and desktop support for all ADA associates and executives. Duties included logging all incoming phone calls in Heat 7.0 tracking system and resolving PC, network, and printing problems for all ADA PCs. Provided support for Microsoft Office Suite 97 and XP. Installed and configured PCs with ADA standardized software using Ghost software program.
• Used remote access software called Proxy Master for Windows to troubleshoot as well as install software on all national ADA workstations.
• Duties also included setting up new ADA workstations and laptops using workstation configuration documentation sp ecifically for ADA PCs being shipped through out the US .

Confidential

• Provided application and network support for all law firm associates, firm partners and shareholders. Duties included logging all incoming phone calls in Remedy tracking system and resolving all PC and network problem for all desktop PCs. Provided support for Microsoft Office Suite XP and 2000. LF Installed and configured PCs with law firm standardized software including DOCS open, Blackberry PDA programs and anti-virus protection software.
• Used remote access software called Virtual Network Connection and Windows 2000 SMS to provide support and manage network resource s i.e.: printers, scanners and large document management printers.
• Duties also included reloading existing workstations using Norton Ghost utilities and software CDs created for the law firm.