TECHNICAL SKILLS:

• MS Windows
• Mac
• MS Outlook
• Networking
• Data Migration
• SW Installation
• Reimaging
• Troubleshooting
• Configuration. Skilled in Active Directory
• Citrix
• SharePoint
• SAP database
• Firecall
• Lotus Notes
• PointSec
• Watchdox
• LastPass - Vault
• Dragon Nat.Speaking
• Blue Zone
• ApprovIt eSign
• AVS4U
• Merlin
• MicroD
• PointSec
• AcrobatPro
• TeamMate
• Accurint
• ThinApp
• Patchlink/Lumension
• Aventail Connect
• Orbit
• Business Objects
• Arcgis/SAS
• IRMS
• FOIA Xpress
• HEAT
• Remedy
• Maximo
• Cherwell ticketing system
• MS Exchenge
• MS Office 2010/13/365
• Front Page
• HTML
• Oracle
• C++
• Assembly Language various business accounting and content management software program and CISCO-Cisco-VOIP
• Lync
• Android
• Blackberry iPhone iPad and Tablets

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

T2-Tech Lead

Responsibilities:

• Support 12,000+ personnel with Laptop, Desktop, troubleshooted, set up, and configuration Tablets, iPads, iPhone, Cisco-VOIP phones, local and network printers, scanners, and planners, all computer-related Hardware and Software issues; over the phone, remote or deskside. Assisted users with: active directory unlock accounts, reset password, installed approved licensed software, troubleshooted and configured apps. Like: Watchdox, LastPass Vault, RSA hard token and soft token activation, VPN connection. COTS, GOTS, VDI-VMware, Setup new employee profile, Deployment Manager, Nationwide teleconferences. Also responsible for daily revised submitted tickets.

Confidential, Washington, DC

T2-Team Lead

Responsibilities:

• Timely response to personnel IT requests for assistance, detailed documentation of the problems, the action taken and the resolution, using Maximo ticketing system Resolve/escalate tickets to other support entities as needed and within S.LA.
• Working on a tiered team, aiding junior staff and escalating complex issues to senior members.
• Installing, configuring and troubleshooting Windows 7/8/10.
• Aiding clients with local and network printers and scanners using software, i.e. Microsoft Offices8/10/13/365 and proprietary and COTS client-server, web-based applications, and assisting clients via Cisco-VPN and other portable devices like Blackberries, Tablets, iPhones and iPads.
• Collaborating on Active Directory domain administrative tasks in the network-engineering group.

Confidential, Fairfax, VA

IT Support Tech Tier II 

Responsibilities:

• Timely response to personnel requests, detailed documentation of the problems, the action taken and the resolution, using Remedy 9 ticket system.
• Working on a tiered team, aiding junior staff and escalating complex issues to senior members.
• Installing, configuring and troubleshooting Windows 7/Windows 8.1 clients in an Active Directory.
• Aiding clients with local and network printers and scanners using software, i.e. MS Office 10/365, and proprietary and COTS client-server, web-based applications, and assisting clients via Cisco-VPN and other portable devices like Blackberries, Tablets, iPhones and iPads.
• In-person installation of Citrix, SharePoint, SAP, Firecall, Office Suite 2013, Lotus Notes, Lync.
• Adding to SharePoint Knowledgebase - both known issues and updating documentation as needed.
• Communicating with the rest of the IT department to identify and resolve system wide issues.

Confidential, Washington, DC

IT Support Tier II 

Responsibilities:

• Utilizing web-based ticketing system (Service Manager); performing system upgrades, customizing ticketing reports, including printers, desktop PCs and laptops, Blackberries, iPhones and iPads.
• Advanced troubleshooting skills to support WIN XP, VISTA, WIN 7, Outlook 2007 and a design project plan to support 1000+plus clients.
• Supporting enterprise-wide (VoIP) Voice over IP/Hybrid telephony system; managing desktop Cisco switch Port Security and changes to the phone sets connected over an IP network.
• Preparation, planning and operating audio-visual for conference.
• Installation of HP servers, integrating with power supplies, hard drives, memory and ILO card, UPS, TFT and KVM switches.
• Installation of new rails on the servers rack, configuration and testing, replacing existing servers requiring data copy and restoration.
• Changing IP addresses, DNS, DHCP and installing workstations, printers, faxes and scanners.

Confidential, Washington, DC

Team Lead, Desktop Sup. 

Responsibilities:

• Data migration to new PCs, imaging, testing, verify and deploy PCs to the user after data migration is completed and signed, including troubleshooting and installing software on local and network printers, faxes, and scanners, also Blackberry Manager installation, Palm Pilot, MS Office, Lotus Notes, Windows XP, Internet Explorer etc.

Confidential, Washington, DC

IT Specialist 

Responsibilities:

• Assisting in technology development planning and reviews and preparation of cost-benefit analyses for current technology and acquisition of new technology.
• Aiding in the design, development, implementation, deployment and upgrade of ORM applications to improve office efficiency, including operating systems, data warehouse, ORM databases and spreadsheet modeling.
• Assisting 360 EIA employees 3 years in the OIT, tasked with troubleshooting/resolving LAN server issues, PC configuration and workstation performance issues, using the HEAT system.