SUMMARY:

• Experience with desktop support/helpdesk operations in corporate, non - profit, and government environments.
• Experience with hardware platforms such as Dell and HP
• Basic knowledge of Mac OS
• Proficient with iOS devices.
• Excellent working knowledge of Win NT/ 98/2000/XP/VISTA/Win7.
• Knowledge of Symantec Professional 12 back up.
• Utilization of ticketing systems such as Remedy, Heat, Track-It, Desk.com, etc.
• Active Directory.
• Manager Plus, NAMP Management console, WSUS, Sophos Antivirus management console
• ESET Antivirus client and management console.
• Evault BackUp management console.
• Shavlik patch management console.

PROFESSIONAL EXPERIENCE:

Confidential, Ashburn, VA

Systems Support Admin

Responsibilities:

• Solely responsible for providing desktop and network support to over 65 local users.
• Contribute to problem resolution via phone, remote connection, e - mail or hands-on support.
• Manage active directory accounts; create security groups, distribution lists, user permissions, etc.
• Manage and maintain Microsoft Office 365 exchange accounts.
• Coordinate and perform hands-on fixes at the desktop level, including installing and upgrading software,
• Installing and configuring new hardware, implementing file backups, and configuring management applications.
• Maintain PC security via patches, updates, and malware cleaning.
• Configure and troubleshoot various management products such as Shavlik patch management, ESET antivirus management, Evault back up management.
• Monitor and test fixes to ensure problems have been adequately resolved.

Confidential, Reston, VA

Desktop Support Engineer

Responsibilities:

• Responsible for providing desktop and network support to over 400 users. Contribute to problem resolution via phone, remote connection, e - mail or hands-on support.
• Create new accounts in active directory, create security groups; distribution lists permission new users to appropriate security groups for access to a file share system.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Maintain PC security via patches, updates, and malware cleaning.
• Configure and troubleshoot various account products such as Cisco VPN, and Citrix,
• Set up, network configure, and maintain over 60 desktop computers used for training.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Monitor and test fixes to ensure problems have been adequately resolved.

Confidential, Reston, VA

Network Operations Technician

Responsibilities:

• Responsible for troubleshooting any issue reported, whether a single site or a network outage.
• Received escalations from various sources and was required to know all of the procedures for supporting each of the various issues.
• Knowledge of alarm tools including HP Openview and Big Brother.

Confidential, Vienna VA

IT Support Engineer

Responsibilities:

• Worked with IT Support team to ensure that end users received expedient and courteous support.
• Coordinated and/or perform hands - on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Maintained PC security via patches, updates, and malware cleaning.
• Configured and troubleshot various account products such as VPN, Lawson, EIS, Telescope, Cisco IP phones, Pal, and Fax.
• Contribute to problem resolution via phone, e-mail or hands-on support.
• Accessed software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Monitored and tested fixes to ensure problems have been adequately resolved.

Confidential, McLean, VA

Senior Desktop Support Specialist

Responsibilities:

• Assigned to Tax and Trade Bureau (TTB) in Washington, D.C. Previously (07/03 - 03/06) assigned to the Federal Motor Carrier and Safety Administration (FMCSA), a division of the U.S. Department of Transportation.
• Solely responsible for providing support to an annex building in a mixed Windows 2000/XP environment with over one hundred users at the FMCSA.
• Assisted users with hardware, software, and network related questions such as account lock outs, network share mappings, network printers, data recovery, and other Microsoft Office related problems in person or using remote desktop software.
• Set up and configured VPN connection for remote users.
• Created baseline images using Norton Ghost software.
• Wrote weekly status reports documenting calls.
• Worked independently without direct supervision.

Confidential, Crystal City, VA

Desktop Field Support Specialist

Responsibilities:

• Provided second tier level field support to a 10,000 - user and 16,000-node environment.
• Supported workstations with Windows NT and Windows XP operating system.
• Used SMS 2.0 to remotely access users workstations and assist or resolve their problems with software applications.
• Used domain administrative rights to create and delete user and computer accounts
• Created images using Norton Ghost.
• Proficient in troubleshooting commercial off the shelf and USPTO proprietary software
• Diagnosed network problems using various network tools.
• Troubleshot exchange server related issues using various administrative tools.
• Repaired hardware problems at user s site.
• Installed and setup Blackberry handheld devices.
• Worked with the government task managers to ensure that the level of customer service and quality of work was at its highest, thus resulting in a 98% customer satisfaction rating and a 97.5% ticket closure rating which far exceeded the level required by the Service Level Agreement.

Confidential, Rockville, MD

Junior Network Administrator

Responsibilities:

• Engaged in connectivity, hardware, and software troubleshooting. provided network virus inoculation.
• Oversaw file/print/terminal/server and workstation performance, optimization, repair, and configuration.
• Familiarity with TCP/IP protocol.
• Engaged in Microsoft Exchange upgrades in complex site environments.
• Installed network cabling, end - point termination, and manufactured custom patch cables.
• Maintained and installed high-end network switching and router equipment.

Confidential, Washington, DC

Field Service Technician

Responsibilities:

• Trouble - shoot mechanical and electrical systems.
• Responsible for hardware, software, and firmware upgrades.
• Ability to work independently with no immediate supervision at customer work sites.
• Scheduled and planned visits at up to seven customer sites per day.
• Strong customer relations skills.
• Excellent organization skills as required to maintain personal parts inventory on daily basis.
• Promoted from analog field copier specialist to digital field copier specialist.
• Supervised 5 other technicians.