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Desktop Support Resume

Washington, DC

SUMMARY

  • Provides desktop support, including maintaining desktop configuration for system users, installing and configuring desktop software for local and remote users, installing/replacing/upgrading desktop hardware, diagnosing and repairing desktop configuration issues..
  • Proven success in keeping mission critical systems up and running and developing procedures that improve the efficiency and effectiveness of network support operations.
  • Demonstrated ability to work in a team environment ensuring maximum productivity by controlling costs through the most effective uses of manpower and available resources.
  • Adept at working collaboratively & independently to ensure both internal and external customer satisfaction through responsive communication, written and verbal.
  • Identified various CAC card (Gemplus, Oberthur, GemAlto, etc.) problems such as; loading and configuring certificates, insured CAC identification number is posted in hyena account, resolved CAC related software and hardware conflicts. Established CAC validation with Hyena/Active Directory.

TECHNICAL COMPETENCIES:

  • Windows 2000/XP/7 OS
  • Active Directory
  • Citrix VPN
  • Windows Server 2000/2003/2008
  • Console One
  • VMware
  • Remote Desktop
  • Symantec Anti Virus
  • GroupWize
  • Exchange 5.5/2000/2007
  • Remedy 7,8,9 /Heat Tracking System
  • Point Sec
  • Lotus Notes
  • Norton Ghost
  • Spyware detection

EDUCATION

IT CERTIFICATIONS:

MCITP Training in progress:

  • 70-642 Configuring Windows Server 2008 Network Infrastructure

EXPERIENCE:

Confidential,
Migration/Desktop Support (3month Contract)
Present

  • Migrate user to new system, Installing all applications previously installed on previous system (Lotus Notes, Office 2003 suite, Any Connect VPN, Blackberry desktop manager and devices , ect.
  • Utilized Remote Assistance and Remote Desktop to share control, configure, and help resolve user conflicts. Performed occasional off-hours and remote support.
  • Support, troubleshoot imaged and configured various Dell, IBM as well as HP desktops/laptops
  • Provided Tier II and support to customers and upper level managers. Utilized Remedy ticketing system to enter new trouble tickets, monitor and modify the service request process. Troubleshoot\\ escalate existing tickets and kept users informed of ticket status via email and phone
  • Resolved various issues with printers, scanners, blackberries, and or all in one device
  • Repaired computer systems to improve speed, reliability, and efficiency of operations

Confidential
Windows Administrator

  • Provided Tier II support to customers and upper level managers. Utilized Remedy ticketing system to enter new trouble tickets, monitor and modify the service request process. Troubleshoot\\ escalate existing tickets and keep users informed of ticket status via email and phone.
  • Repaired computer systems to improve speed, reliability, and efficiency of operations in a Linux Environment.
  • Utilized Remote Assistance and Remote Desktop to share control, configure, and help resolve user conflicts. Performed occasional off-hours and remote support.
  • Supported, troubleshooted imaged and configured various Dell desktops/laptops.
  • Assisted users with Citrix VPN access issues remotely or in person.
  • Assisted in the creation of VB scripts for printer distribution.
  • Managed deployment of hardware refresh for over 100 users.

Confidential,
Windows Systems Administrator

  • Analyzed, recommended, and evaluated new hardware, software, and communications products for network compatibility and applicability within an Enterprise environment. Also, the establishment of a Standard Operations Manual.
  • Assisted users with VPN access issues remotely or in person. Troubleshoot, configured and supported VPN Access on personaland or office laptops.
  • Modified, removed and created accounts, user groups, and computer accounts within Active Directory.

Confidential,
Windows Systems Admin\\Site Lead

  • Supported over 200+ end users for the DHS Headquarters Records Department.
  • Provided Tier II and III support to customers and upper level managers. Utilized Remedy ticketing system to enter new trouble tickets, monitor and modify the service request process. Troubleshoot\\ escalate existing tickets and kept users informed of ticket status via email and phone.
  • Analyzed complex security issues across organizational lines and recommended strategies to senior management that allow the department to meet its organizational standards, security and mission needs as well as federal mandates.
  • Removed and created accounts, user groups, and computer accounts within Active Directory.
  • Modified and or troubleshoot various user exchange accounts, account mailbox grouping, and mailbox increases.
  • Repaired computer systems to improve speed, reliability, and efficiency of operations.
  • Maintained VERITAS tape backups on Windows 2003 servers.

Confidential,
Windows Systems Admin\\ Exchange Admin

  • Currently Assisting the Air National Guard with upgrading Exchange 5.5 to Exchange 2007 and assisted in the maintenance of 2500 user's mailboxes.
  • Supported, troubleshoot, imaged and configured various desktops/laptops e.g., Dell, HP, IBM, and Compaq.
  • Created, removed and modified over 1300 user accounts in Active directory.
  • Assisted multiple users with troubleshooting, configuringand or supporting VPN access on personal and or office laptops.
  • Coordinated resolutions and reported issues with end users and system administrator for offsite issues where desk-side support is not readily accessible.
  • Performed multiple system upgrades and troubleshoot installation Office 2007.
  • Resolved various issues with printers, scanners, blackberries, and or all in one device.

Confidential,
DESKTOP SUPPORT III /System AdministratorArlington, VA

  • Provided level III technical support and System Administration to over 1,500 customers. Used Heat ticketing system to enter new trouble tickets, troubleshoot\\ escalate existing tickets and kept users informed of ticket status.
  • Support, troubleshoots and configured CAC cards enforced in a Common Access Card Environment.
  • Configure, troubleshoot and support both Tumbleweed and Netsign applications.
  • Active Directory administration & configuration; created, removed and modified user and computer accounts within Active directory.
  • Utilized Remote Assistance and Remote Desktop to share control, configure, and help resolve user conflicts. Performed occasional off-hours and remote support.
  • Troubleshoot network connectivity issues, connected user network drives. Performed routine system software and configuration backup for network. Configured DNS and WINS for proper connectivity. Installed local and network printers. Tested, supported and installed COTS applications. Managed printer configuration through Web Jet Admin utility.
  • Migrated approximately 930 computer systems and user data from a Windows 2000 environment to an Active Directory and XP environment.
  • Assisted in creating reports, detailing metrics for desktop support. Monitored and troubleshoot common system problems. Documented system events to ensure continuous functioning.
  • Performed customization and system administration for network management tools such as Update Expert.
  • Analyzes, recommends, and evaluates new hardware, software, and communications products for network compatibility and applicability.
  • Schedule deployment of applications through Update Expert, Netcheck Protect, User Manager Pro
  • Tested and installed COTS applications. Managed printer configuration through WebJet Admin utility.

Confidential, Washington, DC Technical Support Analyst

  • Responsible for operational support in remote sites (8 sites) as well as supporting local sites with approximately 1200 users in the following departments including but not limited to Finance, HR, Sales Engineering, Legal, and the Executive committee.
  • Other duties included server administration, troubleshooting server & network connectivity issues, administering Netware Directory Services, and Active Directory Services along with network print server management and Exchange administration. Vulnerability scanning and Active Directory auditing were additional responsibilities.

Confidential, Washington, DC
Lead Support Technician

  • House of Representatives Long worth, Canon, Rayburn and Ford bldg.
  • Upgraded, installed, and replaced Combo drives, TV Cards, Hard drives, etc.
  • Imaging ghost and cloning. Data migration, Office 2003, naming and renaming computers in an Active Directory environment.
  • Configuring Outlook 2003, Netscape 8, and troubleshooting customer issues via phone or desk side. Deployment of PC\'s.

Confidential, DC
Hardware Technician

  • Verified and setup Dell equipment is in various sites (GX 270, and GX 260 computers).
  • Replaced legacy motherboard with new motherboards on GX 270 and GX 260. Reassembled components for various devices.

Confidential,
Migration Technician

  • Migration from one machine to another through slaving old hard rive on to new machine.
  • Working with TCP/IP Settings, Supporting Windows NT, 2000, XP, 95 platforms. Resolving various application and hardware issues during migration process.
  • Deployed or replaced Dell GX 280,270,150 Dell D600, D400 laptops.
  • Customer Service Skills.

Confidential,
Migration Technician

  • Configured and Installed Common Access Card. Configured and installed Netsign and Tumbleweed software.
  • Responsible for the deployment of Army and Naval computers, replaced Legacy computers with new Dell NMCI computers.
  • Configured peer-to-peer connection (using P2P File Copy) and transferred user data, bookmarks, favorites, Outlook personal folders and address books.
  • Configured TCP/IP settings for proper speed and connection, connected user network drives. Installed local and personal printers.
  • Insured connectivity to Exchange Sever; then configured user profiles. Set group permissions and restrictions.
  • Installed and tested software from Legacy computers.
  • Other responsibilities involved the installation of peripherals such as; Monitors scanners, PDA\'s, and video cameras. Configured user-oriented applications.

Confidential

  • Assisted with squadron wide server upgrade, maintained, upgraded and troubleshooter for squadron of approximately 150 people.
  • Rebuilt Refurbished PC for squadron use. Installed and maintained Peripheral equipment such as Printers, Scanner, Fax Machines, STU3 phones ext.
  • Distributed classified information throughout the squadron. Other duties include migration, cloning,ghosting, and break fix.

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