SUMMARY:

• Offering a diverse background in Helpdesk, Mobile Support and Network Monitoring presently seeking a position that will utilize my experience within the company along with my experiences handling more advanced issues, accompanied by a professional work ethic, strong attention to detail and an ability to produce top quality results in deadline driven environments

TECHNICAL SKILLS:

Microsoft Server: Windows 2000, 2003, 2008

Operating Systems: Microsoft Windows XP and Window 7

MDM Tool: BES 5.0, BES 10, Fiberlink MaaS360

Assets Management Tool: Remedy, ScanAsset, WEAMS

Monitoring Tool: WhatsUp Gold, Solarwind

Ticketing System: Remedy ARS, BMC Footprint

Patching Automation: SCCM 2012

Office Suites: Microsoft Office 97, XP, 2003, 2007, 2010

E mail Clients: Outlook expresses, OutlookDisk Imaging & Burning Software: Norton Ghost, Acronis True Image, Roxio

Security Software: Suits of McAfee, Symantec

Browser: Internet Explorer 10 and 11

Compression and Backup: WinRAR, WinZip, IBM Tivoli

PROFESSIONAL EXPERIENCE:

Confidential, Washington DC

System Mobility/Admin Lead

Responsibilities:

• Manage and maintain of mobile devices with MDM platforms such as MaaS360 and BES
• Assessment of mobile communications infrastructure and devices to identify and analyze critical performance indicators and operational gaps that can pose significant risk;
• Provide direction and leadership to less experienced staff;
• Maintains subject matter level expertise in mobile, voice, data and systems administration capabilities
• Provides administrative support to investigate and resolve problems, inefficiencies, and performance issues which may require shift work or after hours call - in 7/24/365 to meet customer SLAs;
• Document Change Requests and adhere to change guidelines
• Daily, weekly, monthly reporting to Government POC
• Administration of the daily operations of wireless infrastructures
• Establishment of standard operating procedures (SOPs), work instructions, checklists, and guidelines to ensure documentation of and adherence to all procedures in order to maintain operational efficiencies
• Hands-on support with customer initiatives by developing and implementing change requests and resource planning to support customer roadmap
• Manage mobile device management (MDM) platform, supporting Android, Apple and BlackBerry wireless devices.
• Proactively identify potential issues in the mobility environments. Alert associates and peers as appropriate, and assist with root cause analysis.
• Document technical support processes and procedures.
• Create and manage Change Control, creating, submitting and get CR approval from Network Security
• Provide project management support and ensure timely completion of customer projects.

Network Operations Analyst-Lead

Responsibilities:

• Monitor traffic and networking devices within sites infrastructure.
• Take appropriate action when any fault or alarms is detected.
• Initiate troubleshooting process, contacting the appropriate ISP, locally investigate the incident and log all the findings in a Remedy tickets.
• Coordinate vendor meeting within POC and vendor when onsite troubleshooting is required.
• Ensure faults are reported and cleared within the defined timescales.
• Control site access • Control site refueling, network changes and maintenance activities.
• Daily, weekly, monthly reporting to NOC Supervisor/Assistant NOC Manager.
• Ensuring Network is under surveillance 24/7 and that alarms are reported and escalated on time.
• Escalate any incident that can’t be fix remotely by the NOC.
• Monitoring tools use are: WhatsUpGold, Remedy, Solarwind

System/Mobility Administrator

Responsibilities:

• Process Enterprise based Remedy service requests and incidents for BlackBerry, Cell Phones, Air Cards (USB based cellular modems), iOS and Android based devices.
• Capture and document the details of a request or incident to include troubleshooting steps taken in order to close, escalate, and document the resolution for management of requests and incidents.
• Perform on-site analysis, diagnosis, and resolution for messaging and mobility problems.
• Track device repair or service issues with detailed updates to Remedy based inventory records to maintain baseline configuration management for BlackBerry, Cell Phones, Air Cards (USB based modems), iOS and Android based devices.
• Tasks include creation of BlackBerry user accounts, resetting BlackBerry passwords and provisioning of BlackBerry devices on BlackBerry Enterprise Server v5.0 utilizing BlackBerry Administration Server.
• Provide side by side assistance to user in procedures to use wireless based devices issued by the Mobility team.
• Troubleshoot malfunctions on government issued iOS and Android devices, BlackBerry series devices, various cell phones, and mobile broadband assets for remote connectivity.
• Assist to provide input into the improvement of established Standard Operating Procedures (SOPs), customer support policies, procedures, and standards.
• Proactively identify potential issues in the mobility environments. Alert associates and peers as appropriate, and assist with root cause analysis. Document technical support processes and procedures.
• Team player with self-motivation to learn new technologies and strong interpersonal skills to interact with executive level clients from a technical expertise perspective.

Helpdesk Support Specialist

Responsibilities:

• Provide Tier II (Help Desk) problem identification, diagnosis and resolution of problems
• Provide assistance to users in accessing and using IT systems
• Provide end user system administration and support in a Help Desk environment
• Provided Office365 administration
• Provide user account management (AD password resets, account creation/modification Create/modify Exchange email account.
• Manage Exchange users, manage recipients - create, modify, delete, shared mailbox, recover deleted emails
• Administrator Role Groups in Exchange Online
• Manage groups - Create, change, modify distribution groups
• Troubleshoot Exchange ActiveSync Synchronization Problems
• Troubleshoot OWA issues
• Installation and repair of software(Some SCCM 2012)
• Provide remote assistance
• Resolve and close tickets using Remedy. (Some EasyVista)

Federal Tech Coordinator

Responsibilities:

• Worked as SME Subject Matter Expert
• Provided smart phones support Blackberry / Android/ iPhone.
• Responded to voicemails and Webmail, follow up with responses to message board posts and create trouble tickets as necessary.
• Troubleshoot the dial-up ISPs, high speed connections (DSL/Cable-Modem) and TCP/IP
• Provided tech support to Federal government agencies with routine inquiries and problem such as connectivity issue, Email set up, Sync.
• Researched, diagnosed, troubleshoot and identified solutions to resolve customer issues
• Provided customer assistance with routine inquiries and problem such as connectivity issue.
• Respond to and diagnoses problem through discussions with user, including problem recognition, research, isolation and resolution step.
• Helped Client Issues via telephone in a timely manner and escalate as necessary.
• Served as primary Support relationship between users and company.
• Routed Level I unresolved tasks to the appropriate Level II Support team through the remedy ticketing system.
• Keep users informed of progression of issues and provide follow up as necessary
• Promote and maintain a high quality, professional, service-oriented company image users.
• Effectively documents call ticket problems and resolutions by using Remedy Action ticketing System

Technical Support Specialist

Responsibilities:

• Provided customer assistance with routine inquiries and problem such as connectivity issue.
• Respond to and diagnoses problem through discussions with user, including problem recognition, research, isolation and resolution step.
• Troubleshoot Client Issues via telephone in a timely manner and escalate as necessary
• Responded to voicemails and Webmail, follow up with responses to message board posts, and create trouble tickets as necessary.
• Troubleshoot the dial-up ISPs, high speed connections (DSL/Cable-Modem) and TCP/IP.
• Provided remote assistant.
• Served as primary Support relationship between users and company.
• Assign more complex problems to second level support.
• Keep users informed of progression of issues and provide follow up as necessary
• Collaborate with co-workers as necessary to expedite resolutions and complex issues
• Promoted and maintained a high quality, professional, service-oriented company image among users.
• Effectively documents call ticket problems and resolutions by using Remedy Action ticketing System.
• Provided coaching to co-workers.
• Worked as acting supervisor

Confidential, Etter, PA

Help Desk Support

Responsibilities:

• Troubleshoot Client Issues via telephone in a timely manner and escalate as necessary
• Reset user password
• Set up Exchange email Active directory
• Installed and repair of software applications on laptop and desktop computer systems as well as connectivity issues.
• Provided support for Microsoft® Office applications, basic networking issues, remote access support, select in-house applications, and numerous third-party software applications.
• Served as primary Support relationship between pharmacy and healthcare providers.
• Provided Level I support to resolve configuration and troubleshooting requests
• Routed Level I unresolved tasks to the appropriate Level II Support team through the remedy ticketing system
• Responded to voicemails and Webmail, follow up with responses to message board posts, and create trouble tickets as necessary.
• Provided remote assistance
• Keep pharmacies informed of progression of issues and provide follow up as necessary
• Collaborate with co-workers as necessary to expedite resolutions and complex issues
• Promote and maintain a high quality, professional, service-oriented company image among healthcare providers.
• Effectively document call ticket problems and resolutions