Supervisor - Helpdesk Resume ,Â Frederick, MD - Hire IT People

SUMMARY:

Leverage 15 years of IT experience to face new challenges that will take advantage of my broad range of skills, focusing on and advancing in server and network technology.

PROFESSIONAL EXPERIENCE:

Confidential, Frederick, MD

Supervisor - Helpdesk

Responsibilities:

Prepare quarterly reports to project management to outline state of IT department and act on feedback resulting from those meetings.
Establish process to streamline onboarding and termination of employees.
Configure and maintain Verizon VCE PBX services supporting ~350 users across 3 sites, including IVR and call queue management.
Create, maintain, and deploy system images utilizing Microsoft WDS.
Manage Active Directory and Group Policy for system and user configuration.
Automate software installations through scripting, Group Policy, and PDQDeploy.
Deploy and configure SolarWinds Orion system and network monitoring application.
Configure and deploy client and server security patching through Microsoft WSUS.
Manage and deploy endpoint encryption utilizing McAfee ePO product.
Review, vet, and coordinate maintenance windows through a change approval board process.
Interface with project management, finance, and purchasing departments to maximize hardware and software inventory utilization and minimize wasted resources.
Create and distribute user process documentation.

Confidential, Frederick, MD

System Administrator

Responsibilities:

Responsible for the initial setup and day-to-day administration of an environment consisting of over 100 servers and 200 workstations, operating on a variety of platforms including Windows XP/Vista/7, Server 2003/2008, and Ubuntu Server 8-12.
Configured and maintained enterprise infrastructure including Cisco ASA appliances, Microsoft Hyper-V hypervisors and guests, and an Asterisk based PBX system with 35 endpoints.
Managed critical network services such as DNS and DHCP.
Implemented several tools to improve IT efficiency, including a Help Desk issue tracking system and user portal, and a centralized SNMP monitoring system for all enterprise servers.
Maintained an Active Directory domain to simplify the management of users, systems, groups, and accounts.
Interfaced with international vendors to procure system and network services and directly supported points-of-presence in 20 countries across 4 continents.
Assisted with network migration from a stand-alone Workgroup to an Active Directory Domain environment, including scheduling and performing actual migrations to minimize downtime and user impact.
Implemented a local asset inventory to support rapid IT requests, shortening the turnaround time for commonly needed systems from 3-10 days to same day.
Independently researched, proposed, and installed an IP based CCTV system in order to improve the facility's physical security, complying with client contractual requirements while completing the implementation.

Confidential, Ft Detrick, MD

Tier 1 Technician

Responsibilities:

Provided remote technical assistance to users from multiple military organizations.
Interacted with Network Operations and Communications groups to identify and resolve larger issues.
Maintained promised turnaround times on cases based on priority.
Utilized such tools as Active Directory, Remote Desktop, and Computer Management to assist users.
Maintained security per HIPAA guidelines and Information Assurance directives.
Helped implement CAC usage and provided technical support for CAC related issues.

Confidential, Silver Spring, MD

Tier 1 Online Helpdesk

Responsibilities:

Provided direct support and assistance to the Tier 1 Call Center regarding advanced technical issues.
Provided advanced support to customers as a Tier 2 technician.
Responsible for analyzing data to identify and escalate possible outage situations.
Ensured that the call center is kept up-to-date on problem areas and changing situations.
Evaluated call-driving issues to determine and communicate to supervisors if an IVR is appropriate.
Served as liaison between the call center and groups such as the NOCs, Tier 2.5, Network Admin, etc.
Provided desktop and network support to call center employees using Windows NT/2000
Acted as a point of customer escalation through a consumer advocacy initiative.

Confidential, Springfield, VA

Universal Agent

Responsibilities:

Served as a single point of contact for RCN’s Internet customers using a dial-up connection.
Handled calls regarding to technical assistance for Windows 95 and up, and Macintosh 7.5.3 and up.
Provided billing assistance regarding inquiries, change of contract, and similar requests.
Ensured all incoming calls handled were logged properly in order to provide better customer service.