PROFESSIONAL SUMMARY

• Over 8 years in administration, support , installation, configuration, integration, escalation support, and troubleshooting of various technologies for medium to large enterprise level networks.
• Experienced in effectively providing hardware and software support including installation, testing, configuring, deploying, maintaining and troubleshooting over 400 end users.
• Responsible, detail oriented with strong technical, analytical, problem solving, communications, and relationship management skills.
• Took tickets in Remedy for troubleshooting PC's and other devices, printers, network connectivity, MS Exchange, other software installs and issues, login problems, CAC card set up and troubleshooting, file creation/deletion, and other issues that the 400 users may have had.
• Bilingual/Bicultural, native speaker in English and Spanish.
• Current Secret Security Clearance.

TECHNICAL SKILLS DETAIL

• Windows Technologies: McAfee Host Based Security System, Remedy, WINS, SCCM, OCS, Active Directory, MS Exchange, VMWare, Active Client, Dameware.
• Operating Systems: Windows XP, Vista, 7, 8 Windows Server 2000, 2003, 2008, 2008 R2, 2012, Unix, Solar Winds, Solaris, Linux.
• Cisco Hardware: Cisco 3725, Cisco 3750, Cisco 2651, Cisco 2950, Cisco ASA Firewall.
• Connectivity Hardware: Exchange Server, DNS Servers, DHCP Servers, Fast Ethernet, RAID Systems, Cisco ASA 5500.
• Network Technologies: WAN, LAN, TCP/IP, CDP, Frame-Relay, PPP, Access Control List ACL , Network Address Translation NAT , Port Address Translation PAT , OSPF, Virtual Links, RIP, RIPv2, EIGRP, BGP, VTP, SNMP, SNMPv3, SMTP, ARP, TCP, UDP, Static Routing, VLAN Trunking, Multi-Area OSPF, VLAN, STP, PortFast.
• Peripheral Technologies: AAA, IPS/IDS, TACLANE, SSH, VACL, PVLAN, Firewall, VPN, Tunneling, VoIP, IP Phone, CUCM, QoS, PoE, Port Security, MAC Address Filtering.

PROFESSIONAL EXPERIENCE DETAIL

Confidential

Service Desk Analyst Tier 2

• Assisted in the migration of over 2000 users from one Domain to a new Domain on the Secure Internet Protocol Routing SIPR network.
• Responsible for re-imaging the SIPR computers with a new image for the new Domain.
• Personally re-imaged over 300 machines over the course of a month.
• Transitioned to Tier 2 support after only 1 month on the job.
• Used the BMC Remedy system to solve customer's computer issues.
• Resolved issues in a manner that would ensure permanent solution to the problem.
• Took on the responsibility of resolving the more complex issues customers were having i.e. Java issues, Registry issues, and other more complex compatibility issues with certain websites.
• Sought after for advice from other technicians due to vast technical knowledge of the Windows operating system.
• Responsible for resolving most VIP computer issues.
• Developed solutions for many software compatibility issues.
• Extensive use of AD in order to solve customer's computer and user account issues.
• Responsible for solving the issue where after re-image a computer would not join to the Domain with the join script. Found that the DomJoin security group that the script uses did not have the proper permissions.
• Troubleshot the Enterprise Email system in order to resolve customer issues. Extensive knowledge of the Web based Exchange system.
• Handled irate callers with patience and calm in order to resolve the users issue.

Confidential

Systems Administrator

• Technical lead responsible for identifying and resolving various LAN/WAN issues for various technologies for over 400 end users in a large enterprise environment.
• Serviced customers by repairing computer systems, imaging systems for particular functions.
• Serviced and installed printers and other output devices.
• Installed new systems, kept inventory of equipment and serviced tickets through BMC Remedy ticketing system. Serviced special requests by VIP's.
• Maintained and serviced audio-visual equipment in conference rooms.
• Extensive use of AD for account setup and servicing. Effectively teaming to provide hardware and software support including installation, testing, configuring, deploying, maintaining and troubleshooting over 400 end users. Ensured satisfaction at all positions and skill levels.
• Managed the onsite equipment inventory.
• Managed customer accounts and the yearly PC refreshes and upgrade rollouts.
• Troubleshot McAfee Host Based Security System HBSS in order for users to have connectivity to the network.
• Set up and installed NAS servers in various locations for customers. Assigned permissions as needed. Kept servers and PCs updated.
• Migrated 80 machines to Windows 7 in the span of 4 weeks.
• Assisted in setting up Active Directory from scratch for a 30 day training event.
• Took tickets in Remedy for troubleshooting PC's and other devices, printers, network connectivity, MS Exchange, other software installs and issues, login problems, CAC card set up and troubleshooting, file creation/deletion, and other issues that the 400 users may have had.
• Serviced or used Windows, switches and routers, Group Policy, NAS, Local Storage.

Confidential

Command Post Node CPN Team Chief

• Technical/Project lead responsible for installing, configuring, integrating, and troubleshooting various devices and technologies.
• Professional responsibilities included configuring Cisco Routers, Switches, Firewalls, deploying the network, and monitoring the network.
• Led team of 5 professionals through a 30 day training event supporting over 200 users on the classified and unclassified Army networks with 99 uptime.
• Additional activities and responsibilities included managing the team, providing technical support for end users, training the team, and software and hardware resolution.

Confidential

Information Technology Specialist

• System administrator for Windows Vista. Instructed users on how to set up and utilize network configurations for various operating systems including Windows XP and Windows Vista.
• Knowledge expert in Microsoft applications.
• Mentored and trained other associates, which enable 40 to obtain the next level of responsibility.
• Handled irate callers with patience and calm in order to resolve the users issue.
• Received specialized training to aid in proficiency of systems support including MS Word, Excel, Access, PowerPoint, Outlook, and others.