SUMMARY:

• Desktop / Help Desk Support Specialist
• Offering 20+ years Enterprise Infrastructure and Operational Desktop, Laptop, Server & LAN Support experience, including: Call Center, Test & Evaluation, Deployment Team Leadership, Systems Administration, and HW/SW Troubleshooting Support in multi - platform (Windows / Novell / Unix) - DOD, Federal Government, Financial, Educational and Private Industry Environments.

TECHNICAL SKILLS:

Operating Systems: Windows NT/XP/7/Vista Desktop, Window 2003/2008 Server, Novell NetWare 3.12 - 6.5, Cisco 12.x, UNIX System V, AIX v5.3, XENIX 386/486, Honeywell GCOS 6000, IBM 360/370, Harris 500, DOS & UNIX (CLI).

Hardware: Dell, Compaq, HP, Honeywell, Harris, IBM Compatible Servers, Desktop, and Notebook PC hardware and peripherals support including: Motherboards, MKVs, RAM, hard drives, RAID, modems, CD-RW, Network Interface Cards (NICs), Monitors, Video & Sound Cards, Printers, Zipp/external hard drives, Blackberry and iPhones and other Smartphones.

Software: COTS support including: Microsoft Office Professional 2003/2007/2010, Outlook 2003/2007/2010, Exchange 5.5 and 2007, Lotus Notes R5.0 - 8.5, Thunderbird 5.0, Adobe Acrobat, GroupWise v8, Magic, Heat, Footprints, and BMC Remedy Service Desk, pcAnywhere, SMS, DameWare, Remote Desktop Control, PKI verification, Citrix, iPass and AT&T Dialer, Nortel & Cisco VPN, Internet Explorer, Netscape, Norton System Works 2000, Norton and McAfee Antivirus, VERITAS Backup, Symantec Ghost, Acronis True Image, Altiris eXpress Deployment Server.

LAN/WAN: CISCO 2900/5600 Routers & Switches, gateways, and other network devices, TCP/IP, Ethernet, Fiber Optics, 100/1000BaseT, HP OpenView, Sniffer, Fluke and LANalyzer protocol analyzers, Windows Active Directory and Cisco Works 2K3 network administration.

WORK EXPERIENCE:

Confidential, Ashburn, VA

Technical Consultant

Responsibilities:

• Provided expert systems knowledge of all aspects of this project, which included:
• Call Center operations for ~ 200 Stores, Shipping / Receiving, and Computer configuration & troubleshooting.
• Windows Vista / 7 Professional / XP Operating systems.
• Acronis True Image 11.5, Laptop and PC imaging software.
• Symantec pcAnywhere 12.5, Remote Access application.
• Verizon KSP, Helpdesk / Call Center Ticketing system.
• Verizon KSP, Asset tracking and assignment system management.
• Variety of other Verizon support systems for Orders, Shipping, and Wireless support.
• Supported Dell 210, 7xx, 9xx 3010 Desktop, Dell D630 and HP 6840p Laptops
• Samsung Galaxy Tablets, and Apple iPADs.
• Variety of Verizon Routers (Westel & Actiontec), Cisco and Netgear Data Switches and Print servers.
• HP and Brother Printers, variety of TVs, ELO Touchscreen and other monitors.

Confidential, Washington, DC

IT Support Specialist

Responsibilities:

• Provided Team Leadership and Mentoring on Refresh / Deployments and other projects.
• HW/SW and OS Upgrades e.g. MS Office 2003 to 2010, Windows XP to Vista,
• User Data Migration of Dell/HP Desktop Computers.
• Pre - deployment Site preparation and walkthrough with Site Managers.
• Installation / Test and Deployment of CISCO Data & Telcom equipment.
• Resolution and/or escalation of technical deployments issues.
• Identifies and recommends improvements to logistical / procedural problems.

Confidential, Washington, DC

IT Systems Administrator

Responsibilities:

• Complete IT Infrastructure, Router, Switches, Cable Plant, Server and Desktop Support.
• Symitar 2009.x Credit Union Batch Processing and Applications Operational Support.
• Development of IT Auditing and Technical Procedures.
• IBM 5700, RS6000, Dell Blade and Optical Servers, Lenovo and Dell Desktop Systems.
• IBM AIX 6.x, Novell NetWare 5.x, Win 2K/2K3 and XP Professional OS Support.
• Systems Administration duties for all Server, LAN/WAN, Application, and E - mail Systems.
• Sidewinder Firewall, Barracuda Spam Blocker, and Norton Internet Security Protection Support.

Confidential, Washington, D C

LAN / Systems Administrator

Responsibilities:

• Provided Systems - Level Desktop, Server, LAN, and Application Support.
• Deployment, upgrade, and maintenance of PCs, servers, HW/SW/OS, and peripherals.
• Windows Active Directory and NDS User / Computer profile administration.
• Setup and monitoring of A/V Teleconferencing sessions.
• Lotus Notes 8.x Standard and Remote Access Configuration, Troubleshooting and Migration Support.
• Support Requests via BCM Remedy, e-Mail, Telephone and Walk-in.

Confidential, Dulles, VA

Sr. Desktop Support Analyst

Responsibilities:

• Provided Multi - Tiered Desktop, Server, LAN, and User Support.
• Performs analysis, acquisition, installation, maintenance of computer HW/SW/OS and utilities.
• Windows XP/Server 2003, AD, Oracle 10g, SQL Server, Cisco VPN, Sonic Wall, Exchange/Outlook/MS Office 2K3, and Footprints Help Desk Environment.
• Windows XP/Vista Desktop/Laptop Configuration, Update, and Imaging.
• Windows Active Directory User / Desktop Administration.
• Troubleshooting Hardware, Software, Printer, and Networking issues.

Confidential, Washington, DC

Information Management, Sr. Analyst

Responsibilities:

• Tier 2 & 3 Desktop/LAN Admin Support for very high - profile User Community.
• Windows XP/Vista Desktop/Laptop Configuration, Update, and Imaging.
• Windows Active Directory User / Desktop Administration.
• Remote Control Access Technologies utilization (DameWare, AdminGui, Windows RDC, etc.) for SW distribution,
• Troubleshooting and data Migration.
• Ghost Server 8.5 & 11 Administration and Image Management.
• Perform daily and weekly VERITAS Tape Backups; monitor status of backups.
• Client profile, data, and applications Migration to new Windows XP systems.
• Outlook 2003 Migration & Configuration.
• Troubleshooting Hardware, Software, Printer, and Networking issues.

Confidential, Washington, DC

Systems Administrator / Sr. Technical Support

Responsibilities:

• Tier II Desktop/LAN Admin Support for ~ 200 up to 1500 User Community.
• Windows 2003 Server Configuration, Update, Imaging for Deployment.
• Windows Active Directory User / Desktop Administration.
• Altiris Deployment Server Operation for Desktop deployment / Data Migration.
• Symantec Ghost Server 8.5 Administration and Image Management.
• Deployment of new Servers, Desktops and Laptops w/ Ghost server operations.
• Migration of systems from Windows 2000/NT to Windows XP.
• Configuration of Windows XP and COTS / user specific applications software.
• Troubleshooting Hardware, Software, and Networking issues.

Confidential, Washington, DC

LAN / Desktop Support Engineer

Responsibilities:

• Tier II Desktop / LAN Connectivity and Administration for 2000+ User Community.
• Windows Active Directory and Cisco Works 2K utilization.
• Lotus Notes 6.5 Standard and Remote Access Configuration, Troubleshooting and Migration Support.
• DOS Batch File and TCP/IP Command Line proficiency.
• Migration of systems from Windows 95/98/NT to Windows XP.
• Setup and configuration of COTS / agency - specific applications.
• Developed and Maintained LAN Support SOPs and Documentation.

Confidential, Washington, DC

Desktop, Server & LAN Support Specialist

Responsibilities:

• Desktop / LAN Connectivity, Administration & Technical Support for Corporate Non - Profit Organization.
• Migration of systems from Windows 95/98/NT to Windows 2000/XP.
• Configuration of Computer equipment (CPU, Monitor, MKVs, NICs, and peripherals).
• Setup and configuration of Windows 2000, and COTS / user specific applications software.
• Verification of backup and/or transfer of user data and personal settings.
• Troubleshooting Hardware, Software, and Networking issues.

Confidential, Washington, DC

Systems Specialist IV

Responsibilities:

• Tier II PC/LAN Support in Novell NetWare 4.x/5.x, Windows 98/NT/2000 environment.
• Lotus Notes R5.x Standard and Remote Access Configuration, Troubleshooting and Migration Support.
• Provided Systems - Level support for ~ 3,500 Government User Community.
• Configuration, installation and troubleshooting of PC/Server and LAN components.
• Analysis, development, testing, deployment, and training of Lotus Notes Remote Access methodologies.
• Special projects included: Team Leader for hardware and software upgrade and migration efforts.
• Mentored junior Analysts in all aspects of PC/LAN.