SUMMARY:

• Multi - faceted technical professional, with twenty years of experience, offering a strong and progressive career in diverse areas of systems and networks, information technology management, hardware and software support: Capable of excelling in new environments, technologies and applications. Exceptional critical thinking, analytical and troubleshooting
• Strong analytical and troubleshooting skills. Able to identify and troubleshoot system anomalies on client/server computer-based systems and applications. Experience providing technical support for systems and software users. Strong attention to detail for all facets of work
• Experienced in the use of Windows 10/8.1/7/Vista/2K3/2K/XP/, Active Directory, SCCM, LANDesk, Linux, Mainframe applications, Cisco IP phone configuration and setup, Catalyst switch line, rack & stack, apply configurations. VOIP, Call manager, PBX Administration, Cisco switches; 3925.2921, catalyst 4500+ E Series, MPLS Tune-up, Fortinet, VMware Workstation, Windows Servers 2008 R2, 2012 R2, Hardware Virtualization, Desktop Virtualization, VPN/Remote Access, and various legacy systems and applications.

PROFESSIONAL EXPERIENCE:

Confidential, Woodbridge, VA

System Administrator

• Provide support for laptops, desktops, servers, cell phones and remote access technologies as well as provide HQ support as required regarding hardware, software and remote access
• Manage user account setup and administration using AD
• Provide basic Server administration support for daily operations in a Windows and MAC environment
• Provide hardening and information assurance for the internal network with audit & monitoring and access controls
• Assess and recommend standard security configurations for new and existing desktop and laptops
• Diagnose and resolve technical problems with computer hardware, networking and software
• Provided technical support and help desk services for the user community by implementing combined customer service, technology training, and computer trouble shooting abilities consistently
• Provide basic Server administration support for daily operations in a Windows and MAC environment
• Installs and configures PC hardware and software at end user workstations and tests for correct operation
• Writes and maintains procedural documentation to be used by all PC users and technical staff within the company for procedures related to PC hardware and software
• Formulates plan outlining steps required to achieve increased user efficiency and submits plan to user and management for approval

Confidential, Fair Oaks, VA

Windows 7 Deployment Technician

• Reimaged XP systems to Windows 7, and upgrade Windows 7 32 bits to 64 bits.
• Backed up and restored end-user data using MS Easy Transfer or manual process
• Imaged computers and thoroughly completed and documented configuration and deployment checklists
• Joined PCs to their appointed domain, mapped network drives, and setup printers
• Troubleshot HW and SW related issues during the reimage process
• Verified completion of reimage process was successful
• Replaced and/or added HW components as required for compliancy or to remedy HW issues
• Install Zebra printer, Signature pads, Barcode scanners, etc.
• Provided technical support and help desk services for the user community by implementing combined customer service, technology training, and computer trouble shooting abilities consistently
• Prepared retired hardware for disposal per customer specification

Confidential, Jessup, MD

Field IT Support Analyst

• Managed both internal systems and resources as well as outsourced vendor support
• Created and updated IT support tickets per team standard operating procedures.
• Diagnosed, troubleshoot, and resolved technical issues in person, over the phone and remotely in a timely manner
• Provided end-users support for email, hosted applications, desktop systems and network problems within defined service level agreements.
• Trained staff on how to use any new conference setup and software, equipment or devices
• Provided network services and troubleshooting and connectivity including wireless networks
• Installed, assisted and troubleshoot issues with Microsoft Windows 7, Microsoft Office 2010, Adobe Acrobat Professional, Symantec Anti-virus, Citrix, VPN, laptops, desktops, printers, multifunction devices, scanners and other various hardware technologies.
• Assisted with installation of networking components that included Cisco Catalyst 5500’s, 6500’s and 3750’s.
• Installed, configured, tested, maintained, monitored and troubleshoot end-user workstations and related hardware and software and delivered the required desktop service level.
• Updated Active Directory for computer account, user accounts distribution lists and security groups
• Developed trusted relationship with end-users by providing accurate and efficient support
• Participated in 24x7 on-call rotation to support all locations
• Assisted with installation and support of new technologies LAN/WAN related
• Assisted on short and long-term projects to meet changing environment and optimizing network functions
• Coordinated with the Help desk in assigning tickets, Completed appropriate documentation associated with ticket management by providing detailed documentation of all tasks, troubleshooting steps and current status of each incident by making appropriate entries in BMC Service Desk Express for future reference

Confidential, Bethesda, MD

Windows 7 Deployment Technician

• Followed detailed, scripted instructions to ensure quality
• Assisted with the installation, configuration, and ongoing usability of desktops, laptops, and Macs.
• Responsible for imaging PCs from Window XP to Windows 7 using WinPE CD or bootable USB key
• Used Active Directory and remote desktop to provide customer assistance to remote locations
• Installed and troubleshoot Fossie and PMS
• Provided immediate solution support and troubleshooting following deployment.
• Archived and troubleshoot Outlook and Microsoft Office
• Provided troubleshooting assistance to end users
• Performed other related duties as assigned
• Provided maintenance and support for printers and various other devices
• Provided special assistance to support remote access in adherence to company standards
• Earned solid reputation for resolving complex issues and providing exceptional customer service.
• Documented systems and processes including new designs and configurations and documenting existing processes and systems
• Verified with the customer that the issue has been resolved and update the ticketing system
• Staged desktops and laptops with a customer standard image including Windows 7 and Office 2010