SUMMARY:

• 16+ years of extensive experience in supporting computers and networks
• ITIL v3 Foundation Certified, 10747 - Administering System Center 2012 Configuration Manager completed 9/2014
• Highly skilled in troubleshooting hardware, software, LAN, WAN and operating system issues
• Knowledge of branded and non-branded PCs, laser printers, laptops, and peripherals
• Hands-on experience in hardware repairs such as video cards, motherboards, and hard drives in addition to a number of software programs
• Demonstrated ability to provide user support by means of remote access tools
• Proven skills in Windows 7 & 8, Microsoft Office 2007/2010/2013 and Antivirus software
• Able to configure and use Microsoft Enterprise, configure Active Directory accounts, Cisco Call Manager, Voicemail and Jabber accounts
• Documented success in responding all inquiries and tickets in a timely manner
• Reorganized help desk procedures, improved support documentation with lots of detail
• Designed and implemented a new Cisco phone account, asset and Jabber creation policy
• Built a SharePoint Cisco Telephony site as a landing page for new phone system roll out

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Provide daytime support for system conversions
• Setup/reset voicemail for users
• Associate phones with users for Unity Speed Dial access/setup
• Work in Call Manager for button and template programming for Cisco 79XX series phones
• Trouble shoot configuration issues and collect data to be used in other locations
• Reconfigure/build phone templates on the fly
• Educate end users with basic Cisco 79xx series phones and services

Confidential - Richmond, VA |

Support Engineer

Responsibilities:

• Supported all aspects of user account management
• Built workstations for new users and schedule refreshes following standard procedures
• Responded to and resolve desktop support related service requests based on severity level while providing high level customer service
• Performed setup and installation of hardware, software, telecom and other computer-related equipment following standard procedures
• Performed system rebuilds and upgrades as needed while minimizing user downtown
• Effectively communicated in writing, in person, an over the phone with end users, peers and management
• Collaborated with other staff to facilitate incident and problem resolution
• Troubleshot, researched, and resolved computer hardware and software problems
• Provided technology support for on-site and off-site meetings
• Lead small scale projects and initiatives
• Logged requests, problems and resolutions in request tracking system and proactively resolve and /or escalate while keeping customer actively informed (Service Now)
• Maintained records in asset tracking system and Active Directory by making timely updates
• Followed processes documented in the Quality Management System, suggest improvements in both processes & documentation, and update all pertinent documentation
• Followed instructions documented in the team knowledge base, make suggestions for improvements, and update all pertinent documentation
• Reviewed results of quality audits and identify opportunities for self-improvement
• Maintained operational availability of computer-related equipment and IT resources
• Cisco Unified Communication Administrator: Built/Configured Cisco phone 8841/8851/7841 and Cisco Jabber on the new VOIP system. Configured Voicemail and notification devices.
• Configured Cisco Jabber profiles and accounts for use with the desktop application and mobile devices
• Configured route patterns in CUCM
• Performed limited server patch management
• Created Microsoft Lync accounts for inter office IM’s based on active directory profiles
• Assisted with Skype for Business/Lync accounts with video conferencing and meeting support via Microsoft Outlook 2013
• Assisted with developing and supporting user interface for SharePoint
• Supported development and use of incident, problem, and project management tools
• Assisted with planning and coordination of server and/or application upgrades
• Assisted with configuring and installing network devices
• Assisted and providing support and administration of enterprise telephony solution and supporting technologies
• Installed and configure end-user applications and desktop hardware, and assist with scheduled backups and maintenance.
• Assisted in the configuration and tuning of current and new applications.
• Ensured compliance with software licensing and safeguarding of IT assets.
• Created and maintain process documentation.
• Provided detailed documentation of status, progress, and resolution in service requests.
• Provided professional and courteous customer support.
• Used System Center Configuration Manager (SCCM) while supporting a Windows 7 environment
• Supported all aspects of user account management
• Built workstations for new users and schedule refreshes following standard procedures
• Responded to and resolve desktop support related service requests based on severity level while providing high level customer service
• Performed setup and installation of hardware, software, telecom and other computer-related equipment following standard procedures
• Performed system rebuilds and upgrades as needed while minimizing user downtime
• Effectively communicated in writing, in person, and over the phone with end users, peers, and management
• Collaborated with other staff to facilitate incident and problem resolution
• Troubleshot, research, and resolve computer hardware and software problems
• Provided technology support for on-site and local off-site meetings
• Lead small scale projects and initiatives
• Maintained records in asset tracking system and Active Directory by making timely updates
• Followed processes documented in the Quality Management System, suggest improvements in both processes & documentation, and update all pertinent documentation
• Followed instructions documented in the team knowledge base, make suggestions for improvements, and update all pertinent documentation
• RSA Soft key administrator
• GOOD Enterprise account creator
• WAVE hard drive encryption account creator and account administrator

Confidential - Pittsburgh, PA

Responsibilities:

• Tier 2 help-desk, telephone, email and desk side support using USD ticketing system to support clients at all levels experiencing problems with Desktop/Laptop hardware, mobile devices, software, printing, operating systems, related utilities and associated business and IT applications
• Install, configure and maintain client operating systems for windows XP/7 using SCCM 2012, work with in house and vendor application and hardware according to company IT standards and procedures. Work with new users to familiarize with company systems and procedures
• Assist in managing corporate assets relating to hardware and software changes. Maintain inventory of all desktop/laptops related IT equipment using ITRC ticketing system
• Set up, configure and network new PCs, laptop and printers. Deploy new and existing software and upgrades to software using manual and automated procedures

Confidential

Technical Support Specialist III/Desktop Engineer

Responsibilities:

• Ensure proper functioning of the company’s IT infrastructure, tier I & II end user support at multiple locations. Desktop, laptop & printer management/
• Work with the IT team on the data center, documentation, configuration & patch management, asset & capacity management, help desk and security.
• Build and maintain desktop images using Ghost Solution Suite 2.0 and the Universal Imaging Utility.
• Build and maintain software packages, backups and personal profile ps with Ghost Solution Suite 2.0
• Build a complete digital software library using AI Snapshot from Ghost Solution Suite 2.0 to build software packages along with using Magic ISO to create ISO images.
• Monitor and create accounts and groups using Active Directory
• Create exchange accounts
• Grant access to network shares, folders and files based on Group Access and Security Groups
• Password resets for network/email accounts and Deltek timesheets
• Support 7 users at a satellite office in Waynesboro, PA
• Use VM Ware Server to build virtual desktops for testing of patches with certain application before launching them into production.
• Migrate data from current workstation to new workstation using PPP(Personal Profile Package) for users data
• Kept track of helpdesk tickets using Track It

Sr. Desktop Engineer - Washington, DC

Responsibilities:

• Worked with Ghost Server 8.3 to backup and push images to new and current PC’s
• Worked with Windows Server 2003 to help with creating and backing up PPP’s( Personal Profile Package) for users being migrated
• Used Active Directory to create user accounts, machine accounts and reset passwords
• Supported Windows 2000/2003 servers running Active Directory creating user and email accounts, groups, assigning permissions, set group policies to different OU’s, remove disable user accounts and reset passwords
• Performed responsibilities and duties as a migration analyst collecting user data such as screen shots of desktop, Outlook 2000/2003 server names, location of .pst, .oab, .ost and .pab files, delegates, rules wizard, network drives and printers, ensure network connectivity
• Post migration, provided Tier II level support for e-mail, file and print, and other technical systems to the Office of the Secretary of Transportation (OST) and other newly migrated end-users resolving WINS, DNS, internet and intranet issues, utilize Quest utility tool emwprof.exe ensuring exportation of user exchange settings to new mail server
• Delivered exceptional customer service and timely end-user support to the FHWA headquarters and field sites by accomplishing the One DOT initiative that supports the Presidential directive of advancing the E-Government strategy
• Monitored and resolve assigned migration tickets in the Support Magic ticketing system
• Updated tickets in a timely manner by entering problem resolution information into the Support Magic knowledge management tool
• Performed full data migrations and imaging of over 300 user workstations by utilizing the File Transfer wizard, administrative sharing, and Norton Ghost
• Reviewed unattended installations with answer files, update NTFS permissions, change inheritance, and assign permissions
• Created ISO’s of departmental software for package creation to be deployed to workstation for desktop migrations once they have been fully tested

Confidential - Rockville, MD |

Desktop Support Technician

Responsibilities:

• Identified, resoled, escalated, referred, and followed-up on level 1 and 2 desktop, network, and applications issues
• Installed & maintained desktops, laptops, printers and all other peripherals
• Implemented system and software upgrades, as well as performed monitored and tuned
• Documented system configurations & inventory of all desktop hardware & software
• Tracked & documented support activities, using the help desk system

Confidential - Vienna, VA |

Sr. Tier II Help Desk Support Technician

Responsibilities:

• Installation, assemble, configuration, and troubleshooting of desktop/laptop, hardware and software, create, configure and administer Novell Console One & Active Directory user profiles, Microsoft exchange server configurations, network connectivity and peripheral equipment; making repairs and corrections when required.
• Under the direction of the Information Technology Service Center (ITSC) Program and Project Managers, accomplished essential contractual commitments, which supported regular administrative programs and end-users
• Enabled ITSC to attain Confidential Corporation’s team goals of 100% customer satisfaction
• Collaborated with Tier II and Tier III Senior Subject Matter Experts by providing quality on-site support of TCP/IP addressing, host/computer and NetBIOS name resolution, and implementing dynamic, manual, and alternate IP address configurations
• Troubleshot and repaired network connections
• Performed resolution of application compatibility, installed local and network printers/drivers, disaster recovery tools (ASR, recovery console, system restore, etc.), managed and configured hardware devices, ICS and ICF, and Internet Explorer security configurations
• Provided quick effective responses to technical requests from end-users for computer hardware, peripherals, and/or application software support requirements
• Retained comprehensive knowledge of computer hardware diagnostics and the general maintenance and repair of such issues as system clean-up, data migrations, and imaging of end-users’ workstations
• Executed service and hardware repair and replacement of hard drives, CD-ROMs, floppy drives, power supplies, memory upgrades, peripherals, etc.
• Administered Symantec anti-virus software to users, providing internet security, problem-solving solutions and thorough desktop protection against viruses, pop-ups, and malicious adware/tracking cookies