SUMMARY:

• 15+ years of IT help desk experience with Exchange Server administration and Active Directory experience.
• Solid understanding of network and connectivity issues, as well as, TCP/IP protocols in LAN environment.
• Systems support, maintenance, installation, configuration, troubleshooting, repair of personal computers and peripheral products, as well as Local Area Networks (LANs).
• Used software utilities to monitor and troubleshoot helpdesk issues (e.g. Remedy, BMC Footprints and BMC Client Management ), troubleshoot and remote access (e.g. Cisco VPN, Citrix, Remote Desktop) with computers and the network environment.
• Excellent communication skills (oral and written) and customer service skills.

TECHNICAL SKILLS:

• Active Directory
• VMware
• LAN/WAN
• MS Exchange, Outlook
• LANDesk, Bomgar
• Installation & Configuration
• MS Windows 7, 2010
• Citrix
• Troubleshooting
• MS Office 2010 & 2013
• Cisco VPN, VNC
• Network Cabling
• MS Lync, Jabber
• WebEx
• Blackberrys, iPhones (mobile devices)
• Remedy, BMC Footprints
• TCP/IP & DHCP

EXPERIENCE:

Confidential, Washington, DC

Service Desk Technician

Responsibilities:

• Support Confidential Windows Client, Active Directory, Exchange Accounts (mailbox and distribution list permissions), network accounts and relationships to effectively support end - users. Assist in creation, update and removal of user accounts.
• Set up permissions and support web applications. Support Windows 7, 8, 10 and Mac OS. Also Gmail, Confidential Office and other COTS software. Support hardware and LAN/WAN systems (internet/intranet, network, laptops, desktops and servers). As well as related peripherals such as printers, scanners and network drives.
• Provide support to internal and external users from onsite Also remotely managing client systems and provide remote support for Citrix, VPN, keyfobs, SafeNet MobilePass and Good for iPhones, Androids, etc.
• Work closely with other support teams, such as the server, DBA’s, programmers and application support teams
• Respond to technical and functional requests. Evaluate, troubleshoot, repair and escalate technical problems to various technical staff when needed. Monitor and troubleshoot ticket requests through BMC Footprints and BMC Client Management.
• I participate in regularly scheduled meetings for technical support & strategies, information reports and to discuss practices and workflow. Discuss recommendations on improvements, also based on feedback from users.
• Assists with other projects as needed.

Help Desk Support Analyst

Responsibilities:

• Provide assistance to 1000+ internal and external users located in DOL internal offices, satellite offices and outside DOL state agencies. Assisted with troubleshooting a variety of issues such as adding users, conducting necessary modifications, system access, permission changes, password resets.
• Resolve issues resulting from support tickets, calls received, email requests as well as verbal requests to resolve issues. Identified researched and resolved technical problems. Document, track and monitor problems to ensure a timely resolution.
• Communicated and coordinated with other technical resources such as team members, peer technical teams, programmers, DBA’s and Network Engineers.
• Assisted in evaluating and recommending new or enhanced approaches to delivering information
• Provided helpdesk support for web based application for the internal, satellite offices and outside agencies. Also communicate and work with agencies and who assist in maintaining the application.
• Assisted to develop information management strategies to assure effective business strategy, problem solving/analysis and customer support.

Technical Support\Helpdesk Analyst

Responsibilities:

• Continued in the Department of Behavioral Health (DBH)/Addiction Prevention Recovery Administration (APRA) position listed below after the contract was awarded to PCN Strategies until 10/2010. In 12/2010 I started on contract with OCTO/ITServus with the duties listed below.
• Managed user account through Active Directory (Unlock account, Password Reset, Update Information). Provide network support to end-users for desktops & laptops (Windows 7, Vista, XP, and Mac O/S), server, mainframe applications and hardware.
• Install and configure applications software and related hardware for LANWAN systems (such as desktops, servers, and related peripherals like printers, scanners, network drives and hard drives, monitors and hardware).
• Resolved network related issues (internet connectivity, printers, network and shared drives and resources Assisted end-user and IT specialist requests by phone, email, remotely and web to resolve and trouble issues.
• Provided users support for PASS, Peoplesoft, ACEDS\SOAR and other applications. Created, responded, resolved and escalated Remedy tickets as necessary to the proper support groups. Each ticket must have troubleshooting documentation that explains the problem, the troubleshooting steps taken on the problem and the status or resolution to the problem to ensure customer satisfaction and quality assurance Provided timely responses to client and management requests.
• Status updates on such requests provided on a regular basis as needed. Followed set policies and procedures when assisting clients to ensure proper handling of requests.

Technical Support\Helpdesk Analyst

Responsibilities:

• Provided technical support, repair and installation for PC hardware and software issues for computers running Windows 2000/XP operating systems in an active directory environment, as well as, printers, scanners and other peripherals. Managed A ctive Directory setting up computers, logins and permissions. Created and manage network and shared folders and setting permissions. Hardware and peripheral repair and installation
• Set up new and relocated computers. Install networked, local and shared printers. Configured laptops for wireless broadband and VPN access. Kept inventory of all computer systems computers, printers, laptops & broadband cards). Configured emails on MS Outlook, also setting up and configuring shares for emails, calendars, etc. on computer systems, also setting up Blackberries, iPhones (mobile devices) for Exchange Server connectivity.
• Resolve issues resulting from support tickets, calls received, email requests as well as verbal requests to resolve issues. Train users on software, such as, Confidential software and web based applications.
• Setup Cisco WebEx for meeting and training. Performed client software configuration installations and software debugging.
• Assist in evaluating and recommending new or enhanced approaches to delivering information technology and data services and to assure effective problem solving/analysis. Assists in developing information technology policies, procedures, standards, and guidelines.
• Assisted with testing and analyzing the web based application and giving the status of the system and projects.
• Collaborated and maintain communication with outside contractors and vendors such as Office of the Chief Technology Officer OCTO and departments within OCTO such as the Network Operations Center (NOC) to maintain and troubleshoot the WAN and LAN system.
• Provided website system administration and helpdesk support for web based applications to satellite offices and outside agencies. Also communicated with vendors who maintain and upgrade the products. Troubleshoot user issues and system problems resulting from calls received, emails and helpdesk ticketing system to resolve issues. Setting up and/or removing users, as well as, resolving any issues received from calls or requests.

Confidential, Washington, DC

Responsibilities:

• Provided Server administration . Monitored 2000 and 2003 servers. Also perform various duties which involved A ctive Directory on the servers such as creating shared folders and setting permissions on the shared network drives, user and server management.
• Provided Exchange Server Administration added mailboxes/users and groups, configuring emails in Outlook on workstations, as well as, setting up and configuring shares for emails, calendars, etc.
• Provided user support directly and/or remotely to resolve PC hardware and software issues for computers running Windows 2000 & Windows XP operating systems, as well as, printers, scanners and other peripheral issues. Provide user support for LAN based applications. Resolved issues resulting from calls received through help desk as well as verbal requests to resolve issues.
• Installed and maintained Windows 2000/XP and other software applications and hardware.
• Maintained and operated satellite system, server and onboard LAN of 13 computers for the computerized D.O.E.S. One Stop Mobile Unit van and keep contact with vendor and ISP.
• Troubleshoot LAN connections and network devices ( routers, hubs, switches ) to correct network connectivity problems.
• Met with IT to discuss upgrades, applications, patches and equipment in an effort to improve the network and made recommendations on these issues.
• Maintained communication with outside contractors and vendors (OCTO) who assisted in the maintenance of the WAN, computers, peripherals and other products under warranty or service, schedule repairs, as well as, vendors needed for purchasing such products.