SUMMARY:

• IT professional with 10+ years of system administration experience.
• Successfully provided application support in the Microsoft Windows and Server environments.
• Experience using Remedy, HEAT, CA Service Management, ServiceNow, Cherwell, Bomgar and LANDesk.
• Resolved customer challenges and efficiently handled executive requests.
• Has proven ability to interact and communicate at all levels of an organization.

PROFESSIONAL EXPERIENCE:

Confidential, Richmond, VA

System Administrator

Responsibilities:

• Provide networking and technical support services for Windows 7,8 and 10, Microsoft Office 2013, 2016, Office 365, SharePoint to small businesses and private end users.
• Support Active Directory, group policies management, printers and network drive assignment.
• Troubleshoot and resolve iPhones, iPads and laptops configuration and security issues for mobile users.
• Install security software, virus updates, patch management and configure laptops, desktops and printers.
• Support desktop maintenance, inventory management, software distribution and security maintenance.

Confidential, Richmond, VA

Technical Support Specialist

Responsibilities:

• Provided coordination and technical support for Apple iPhones and iPads for a Good Mobile to AirWatch transition deployment project.
• Provided timely and accurate reporting of ServiceNow incidents and resolution.
• Created and vetted command center technician schedule to support command center operation hours.
• Managed center email, phone and voicemail to support end user with AirWatch Enterprise deployment as needed and provided desk - side customer support for end-user AirWatch upgrade.

Confidential, Omaha, NE

Help Desk /Application Support

Responsibilities:

• Used Cherwell Service Management and ITIL3 for ticket management, incident tracking and SLA resolution.
• Provided support with Bomgar Remote Management and Cisco AnyConnect for VPN support.
• Supported users of Windows 7, Microsoft Office 2016, 365, Citrix, SharePoint, Good Mobile and McAfee ePolicy Orchestrator, iPhones and iPads, network printers and scanners.
• Managed accounts and reset passwords in Active Directory, group policies management and printer and network drive assignment on Microsoft Servers.

Confidential, Reston, VA

Help Desk Analyst L3

Responsibilities:

• Supported Windows OS 7, 8,10 and Mac operating systems at a national educational testing service.
• Configured and troubleshoot iPhones, iPads, Chrome Books and VPN/Remote Access for end users.
• Routed inquiries, requests and incident reports to team members.
• Escalated urgent and unresolved incidents to infrastructure team.
• Resolved an average of 25 weekly assignments for web, desktop and device applications.
• Resolved remote user’s configuration and connection issues for computers, laptops, scanners, network printers, and mobile devices for with standard networking practices.
• Created data backups and archives for desktop environment components scheduled to be de-installed.
• Removed desktop software, data files, custom applications and licensed software.
• Restored user productivity by assigning permissions, unlocking accounts and resetting passwords.
• Tested operating systems and configurations on varied platforms. Replicated incidents to evaluate solutions.

Confidential, Richmond, VA

Help Desk Analyst

Responsibilities:

• Used SCCM for managing the deployment of a 600-laptop project. Maintained systems and software, upgrades, anti-virus protection and security patches delivery.
• Delivered software applications to Software Center and advised, assisted and followed up with end users.
• Configured laptops for VPN access to corporate network and tested network connectivity.
• Responded to security threats, distributed system settings and analyzed inventory data with SCCM.
• Resolved user’s pre-and post-configuration issues and recommended appropriate solutions. Teamed with System Administrators and security specialists.
• Tracked and updated IT assets in database and within time constraints.
• Provided application and technical support for Microsoft Office 2013, IE, Chrome and Firefox browsers corporate desktop and web based financial applications.

Confidential, Richmond, VA

Desktop Support Analyst

Responsibilities:

• Provided on-site and remote support to users of Microsoft Office 2013 and web based applications in a Windows 7 Enterprise Desktop Environment.
• Managed incidents assigned with Front Range System Management.
• Assigned machine names in active directory prior to overnight deployment.
• Validated users account privileges, unlocked and reset web applications passwords, created and assigned users to groups in active directory.
• LANDesk for Software Deployment and License Tracking and Management. Installed patches, updates and performed virus and spyware removal.
• Use of LANDesk for inventory, reports and image deployment.
• Remote to troubleshoot Windows 7 L2 support issues escalated from L1 Service Desk team
• Resolved configuration and security issues for Outlook, Excel add-ins and Symantec Endpoint. Set-up, configured, and troubleshoot mobile users iPhones and iPads.

Confidential, Mineral, VA

System Administrator

Responsibilities:

• Supported 2500 Windows 7, Office Suite 2010/2013, Adobe Acrobat, web based and proprietary applications users at a multi-divisional nuclear facility.
• Responded to 24x7 on-call situations and participated in continuous service improvement initiatives.
• Used CA Service Management (ITSM) to resolve an average of 80/100 incidents monthly and contributed to team’s ability to meet Service Level Agreement (SLA) targeted resolution goals.
• Coordinated user intake, data migration and imaged new and existing resources and patched end user devices with latest MS security patches using SMS.
• Provided software and hardware asset management. Evaluated user’s requests and requirements. Researched vendors, recommended and purchased resources for departments.
• Tracked assets and maintained software and hardware and licenses in inventory.
• Created group, users accounts, assigned users to groups, unlocked and reset passwords in active directory. Resolved file, mail, print, VPN and network connectivity issues.
• Configured hardware, software and network components and performed system installations meet facility’s departments standards.
• Performed break/fix, software/hardware upgrades, patch management, anti-virus management, image management, application installs and user training.
• Assisted users through problem solving steps and documented technical solutions.
• Performed routine backup operations with Symantec Backup Exec.

Confidential, Richmond, VA

Helpdesk Analyst

Responsibilities:

• Supported Microsoft Windows 7, Microsoft Office 2010/2013, IE, Firefox and Chrome web browsers.
• Resolved software and operating system configuration issues.
• Installed security software, virus updates, patch management and configured IT devices.
• Supported desktop maintenance, including inventory and software distribution, security maintenance.
• Installed, configured and resolved HP, Dell desktops and laptops, HP printers and scanners issues.
• Performed data migrations, imaging, workstation and printer relocation and inventory/asset management.

Confidential, Richmond, VA

System Administrator

Responsibilities:

• Supported 8000 onsite and remote Circuit City users.
• Managed incident tickets with Remedy.
• Supported Microsoft Windows OS, Office 2003, DB2, Crystal Reports and Sybase 11/12 and PeopleSoft.
• Provided networking service, Active Directory and print server support.
• Installed and tested software patches and OBDC network connection drivers.
• Installed and configured Lotus Notes from network on Domino server.
• Assisted developers to create sequence to install Sybase 11 &12 concurrently without driver conflicts.
• Remotely installed final configurations that enabled 450 users to access relevant databases.
• Configured wired, wireless and VPN connections on laptops for remote users.
• Installed and tested COTS, web applications and Anti-Virus software.