SUMMARY:

Currently looking for a full time IT position in an environment that offers a greater challenge, increased benefits for my family and the opportunity to utilize my professional and technical skills to benefit mutual growth and success while enhancing the company’s productivity and reputation.

TECHNICAL SKILLS:

• Active Directory/Group Policy Management
• Android Mobile Devices (Microsoft Surface Pros 3 and 4, Blackberry)
• Apple/MAC Devices (iPhones, iPads, MacBook Pros and MacBook Airs)
• Audio/Visual Setups
• BMC Footprints Ticketing System
• Bomgar Remote Desktop Control
• CA Service Desk Manager Queue System
• Cisco Jabber
• Cisco WebEx
• .CSV Files
• Dameware Mini Remote Control Client
• GroupWise Messenger iManage Document Management
• IQTrack Ticketing System
• Lite Touch/MDT
• McAfee Security
• Microsoft Deployment Toolkit
• Microsoft Dynamics CRM
• Microsoft Exchange Server R2 (2007, 2010 & 2013)
• Microsoft Office (97 - 2016)
• Microsoft Office 365
• Microsoft System Center Configuration Manager 2007 & 2012
• Network & Local Printing
• Omni eControl
• Oracle Discoverer 3.1 and 10G
• Outlook Web Access
• Remedy Ticketing System
• Remote Desktop Manager
• RSA Security Console
• SCCM Software Installations
• Service Now Ticketing System
• SharePoint 2010, 2013 & 2016
• Symantec Encryption Client
• Symantec PCAnywhere
• TCP/IP
• Thin Client
• VPN
• Windows Deployment
• Windows Remote Assistance
• Windows Server 2008 & 2012 R2 Administrator
• Windows XP, Vista, 7, 8, 8.1, 10
• Workshare Professional
• Worksite/FileSite 9.0

PROFESSIONAL EXPERIENCE:

Confidential

Technical Support Analyst II, Washington, DC

Responsibilities:

• Performed Windows 10 and Microsoft Office 2016 migration and deployment duties using USMT for automated files back up processes.
• Performed Windows 10 and Microsoft Office 2016 migration and deployment duties on DELL workstations, laptops, MACs and Microsoft Surface Pro tablets.
• Performed software installations via servers on Dell and Lenovo laptops and workstations.
• Performed pre-deployment and post-deployment for WIN10 migration project with end users.
• Installed and perform McAfee security updates, Windows 10 updates and computer renaming on laptop and tablet devices for DC public school system.
• Installed scripts on laptops, workstations and tablets to eliminate common communication errors in WIN10.

Confidential

Network Support Technician I, Washington, DC

Responsibilities:

• Provided end-user hardware/software troubleshooting assistance for the Network Support team.
• Diagnosed end-user Laptop/PC troubles and resolved network access.
• Diagnosed end-user computer issues remotely on the network using Windows Remote Desktop application and Symantec PCAnywhere and created hardware profiles for workstation and laptop clients.
• Performed server management, software installations and upgrades on network servers, workstations and laptops.
• Provided remote software troubleshooting assistance for the Network Support team.
• Provided networking configuration and troubleshooting assistance for the Network Support team.
• Performed Windows imaging and reimaging on DELL workstation and laptop devices.
• Performed moves, adds, changes (MAC) for Cisco IP phones onsite.
• Performed computer moves for staff when requested.

Confidential

IT Helpdesk Service and Hardware Specialist II, Washington, DC

Responsibilities:

• Monitored IQTrack ticketing system for troubleshooting and device ordering/replacing requests.
• Responsible for hardware configuration, cable management and troubleshooting support on Windows and Thin Client devices.
• Performed Lite Touch WIN10 imaging on Windows 7 workstations and laptops.
• Provided remote software troubleshooting support.
• Performed mobile device troubleshooting support.
• Provided printer troubleshooting support.
• Performed moves, adds, changes (MAC) for Cisco IP phones onsite.
• Performed computer moves for staff when requested.

Confidential

IT Helpdesk Support Technician II, Washington, DC

Responsibilities:

• Provided Microsoft Office 2016 and Office365 application support on Windows 7 and Windows 10 workstations, laptops and Microsoft Surface Pro tablets.
• Provided printer troubleshooting support.
• Provided application support for Microsoft Office.
• Performed imaging from WIN7 to WIN10 on Windows workstations, laptops and Microsoft Surface Pro devices via Microsoft Deployment Toolkit.
• Configured and provided support for video conferencing and Webinars.

Confidential

IT Helpdesk Support Specialist, Washington, DC

Responsibilities:

• Updated and maintains information in Active Directory and .csv files information contained in Office 365.
• Created user accounts, and security groups, assigned permissions, deployed client workstations to network.
• Configured computers and user accounts for new students, teachers and admin staff.
• Served as the initial point of contact for network password changes and account unlocks.
• Performed Ghost Imaging and PXE Boot Imaging on Windows workstations, desktops and mobile devices from WIN7, WIN8 and WIN8.1 to WIN10.
• Installed and provided Tier 2 support for teachers, students and administrative staff members.
• Provided end-user and deskside computing support for Windows 7 through 10 operating systems.
• Provided application support and end-user assistance to Microsoft Office 2016 and Office365 users.
• Performed moves, adds, changes (MAC) for Cisco IP phones onsite.
• Performed software installations and troubleshooting for end-users.
• Performed printer installations and troubleshooting for end-users.
• Provided Apple and Android technical support for teachers, students and administrative staff.

Confidential

Lead Technical Support Analyst, Washington, DC

Responsibilities:

• Provided phone and remote support to users in the areas of email, directories, standard Windows desktop applications, and applications developed under the resulting contract or predecessors.
• Performed imaging from WIN XP to WIN7 on Windows workstation and laptop devices via SCCM.
• Performed password and account management via Active Directory, Microsoft Exchange Server R2 2008, GroupWise Messenger, Omni eControl, RSA Security Console and Citrix XenApp.
• Consolidated AD groups and group memberships through LOC staff identification.
• Served as the initial point of contact for diagnosing, troubleshooting and resolving hardware/software PC and printer problems.
• Installed and provided Tiers 1 and 2 supports for customers.
• Provided end-user computing support for Windows 7 operating systems.
• Provided end-user assistance to Microsoft Office 2010 users via SCCM and Remote Desktop Manager.
• Performed ticket QA and follow-up, documentation support, and report generation at direction of manager via BMC Footprints.
• Performed software installations for end-users via Microsoft System Center 2008 & 2012 R2 Configuration Manager.
• Performed printer installations via Active Directory and SCCM.
• Performed teleworkers end user support for VPN via McAfee Endpoint Encryption and RSA Security Console.
• Provided end-user and deskside iPhone and iPad support for internal customers.

Confidential

Lead Deployment Technician/Team Lead, Washington, DC

Responsibilities:

• Performed Team Lead Technician and/or Manager Duties for the Migration team.
• Performed Windows 7 and Microsoft Office 2010 migration and deployment duties utilizing SCCM and Ghost Imaging.
• Reviewed Group Policy in relation to company’s setting recommendations.
• Patched maintenance support and deployment of system patches for client and/or server protection.
• Created user accounts, and security groups, assigned permissions, deployed client workstations to network.
• Active Directory access to reset passwords, staging PCs for migration, adding and deleting PC’s, creating PC names, etc.
• Diagnosed, troubleshot and resolved hardware, software and network connectivity issues.
• Ensured issues, questions, and problems concerning hardware, software, mobile devices, and IT infrastructure are addressed and resolved in a timely and coordinated matter.

Confidential

Help Desk Specialist III, Washington, DC

Responsibilities:

• Performed Windows 7 and Microsoft Office 2010 migration and deployment duties utilizing Ghost and PXE Boot Imaging.
• Performed password, account and group management via Active Directory.
• Configured computers and user accounts for new employees.
• Performed User Support, Quality Assurance and Quality Control after migrations.
• Provided end user support for desktop, laptop and network related issues
• Configured and installed network and local printers.
• Performed software installations and driver updates.
• Performed PC and laptop health checks.
• Performed moves, adds, changes (MAC) for Cisco IP phones onsite.
• Active Directory access to reset passwords, staging PCs for migration, etc.
• Provided technical support to remote users connecting through VPN and Citrix

Confidential

Deployment/User Support Technician, Washington, DC

Responsibilities:

• Performed User Support, Quality Assurance and Quality Control after migrations.
• Configured hardware, applications, network connectivity and access to company’s resources
• Configured McAfee Endpoint Encryption and Decryption for end users
• Performed Windows 7 troubleshooting and user support for migrated systems and Remedy Ticketing Systems
• Configured backup and recovery options
• Performed hard drives backups
• Permanently wiped out data from leased desktops and laptops
• Performed in imaging, post-imaging and reimaging Dell XPS Ultrabooks, Optiplex 960 & 990 and Lenovo M82 desktops

Confidential

Deployment/User Support Technician, Washington, DC

Responsibilities:

• Performed Windows 7 and Microsoft Office 2010 migration and deployment duties utilizing Ghost and PXE Boot Imaging.
• Performed user support post migration and deployment.
• Configured backup and recovery options
• Performed document recovery (iManage)
• Changed document security settings as needed per customer (iManage)
• Configured and install Dell XPS Ultrabooks and Optiplex 990 desktops in offices

Confidential

IT Helpdesk Support Technician /Administrative Coordinator, New York, NY

Responsibilities:

• Provided and instructed on-site Basic Computer Training Classes for the residents.
• Created and updated the outline for the Basic Computer Training Class
• Configured and installed desktop and laptop computers for staff
• Performed software installations and driver updates.
• Provided user support assistance for Confidential staff
• Performed administrative duties as needed.

Confidential

Business Operations Analyst/IT Support Liaison, New York, NY

Responsibilities:

• Coordinated with IT Department on issues related to program needs, problems and projects to meet the changing needs of Referral Services Staff
• Provided user support technical assistance for Referral Services Department staff
• Provided Blackberry technical assistance for Referral Services management staff
• Created, updated and maintained Microsoft Access database to ensure accuracy of staff information and staff assigned projects
• Converted Microsoft Access information to Microsoft Excel documentation when needed
• Ensured that PC’s and laptops were fully equipped and functional to perform day-to-day functionalities