SUMMARY:

Offering a strong background in IT combined with excellent experience as a Incident Management Coordinator - NOC Analyst and Senior Deployment technician. Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues. Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.

TECHNICAL SKILLS:

Systems: Active Directory, Windows based DNS services, Windows servers 2000/XP/Vista/7, Server 2008, 2012(R2), 2012 Linux, RHEL 5 & 6, Mac OS, Windows Azure, VDI, Symantec antivirus

Languages: SQL, HTML, Java, C++

Software: MS Office, Citrix virtual desktop, VMware, Oracle Virtual Box, MS Exchange Adobe, Visio, Red Hat Enterprise Linux Server release 5.10, Confidential Business Service Management 9, BCM Remedy 9.0, OUTLOOK 365, Lotus Notes 8.0, BES 5.0, Microsoft SCCM

PROFESSIONAL EXPERIENCE:

Confidential

Cloud Service Desk Analyst

Responsibilities:

• Provides Incident Coordinating and Management within Virtustream Cloud ecosystem
• Manage ticket system by updating the activity log creating and assigning tickets to engineers
• Monitor the status of the cloud computing platform using operations monitoring tool NimSoft
• Continuously provide notifications and updates via email and verbal communication keeping the customers and all interested parties abreast of incident status
• Work closely with technical resources to resolve issues in a timely and professional manner
• Provide “hands on” assistance in configuring and troubleshooting data center equipment
• Knowledge of cloud computing concepts, software, and tools (i.e. networking, virtualization, VMware, hypervisor.
• Provide day-to-day customer support for all aspects of cloud computing platform via ticketing and monitoring systems.
• Prioritize and manage service requests, incident management, escalation, and reporting to maintain service level agreements

Confidential

Incident Coordinator

Responsibilities:

• Provide 24-hour monitoring and technical support for over 2,000 system devices.
• Coordinate incident resolution process and notify the customer(s) in the event of network or server outage. Tasked with Quality Assurance testing for servers entering the production environment.
• Experience with Confidential BSM, Confidential Open view, Active Directory, as well as Remedy Ticketing System.
• Responsible for creating, modifying, and removing server accounts for the entire Census Bureau.
• Run Oracle update scripts performed basic scripting and basic UNIX commands.
• Provide end-user account support for all server accounts as well as Secure IDs for field representatives located across the country.
• Handle server accounts that are managed in versions of RHEL, SunOS, and Tru64 Operating Systems. Responsible for training Jr. Analysts on procedures, protocols, and techniques used in day-to-day operations.

Confidential

Help Desk

Responsibilities:

• Configured Windows 7 for enterprise deployment with WindowsPE Lightweight image.
• Performed back-ups, scan states and load states of user’s profile during the migration process.
• Added users to OU’s via Active Directory.
• Planned, developed, documented, and executed test programs to verify system operability and compliance with standards and requirements prior to deployment and retesting at completion of deployment of the WINDOWS 7 OS.
• Set the BIOS and DNS/WINS on individual machines.
• Setup MS Outlook email and assisted with creating .pst folders.
• Assisted user with connecting via Citrix VPN using the RSA tokens after migration.
• Provided phone support as backup to the Helpdesk assisting customers with logon issues, password resets in Active Directory, Installing Windows updates, troubleshooting network connections, mapping printers on the network and TCP/IP mapping of printers when not showing on the print servers.
• Provided assistance with identifying and isolating faulty system software and/or hardware components and restoring the system(s) to full operational capabilities and provided WINDOWS Server 2008 support.

Confidential

Wireless Support -Helpdesk Analyst

Responsibilities:

• Provided phone support for wireless customers to apply upgrades to their PDA’s, IPADS, and blackberry devices.
• Input tickets in CA ticketing system once customer reported an issue; updated CA tickets and closed tickets after ensuring that customer was fully functional.
• Supported over 6000+ Blackberry users nationwide.
• Activated Blackberry devices on the Blackberry Enterprise Server 5.0
• Configured devices with email accounts and PKI and S/MIME Encryption.
• Created IT Policy for Blackberry user’s via BES 5.0.
• Managed Blackberry accounts with wireless providers ( Confidential, Confidential, Confidential, & Confidential ).
• Configured broadband MIFI devices for wireless access anywhere.
• Assisted users with backing up data via Desktop Manager software.

Confidential

NOC Agent

Responsibilities:

• Provided support on Microsoft Office applications, Windows XP, Vista & 7, email systems, Internet Explorer/Firefox Basic hardware / software / networking questions, Printers, Citrix Operating Environment, BlackBerry, Java, and Active Directory.
• Used Anti-virus: Trend, Malware bytes, Super AntiSpyWare Experience with Ethernet and TCP/ IP.
• Resolved issues with Microsoft Office products standard suite (word, excel, PowerPoint, and access).
• Used Visio and some project Browser configurations (core flavors of browser Chrome, Safari, IE, Firefox) understanding of settings/configurations, java debugging/error consoles, etc.
• Provided Blackberry support and setup and sent activation OTA’s via BES 5.0 for email access and encrypting. Provided remote support using Outlook Communicator and Bomgart and Terminal Serves.
• Installed and troubleshot SEP (Symantec Endpoint Protection) and Altiris for virus protection.
• Other software: Installed and setup IP Softphone software, Active Directory, mail clients like Outlook, Entourage, Thunderbird and Notes.

Confidential

Service Desk Analyst

Responsibilities:

• Provided end user phone support for applications, hardware, and network infrastructure.
• Provided local desktop support for the Washington, DC office installing, configuring, and diagnosing, optimizing and upgrading/re-imaging workstations and laptops.
• Provided remote phone support to users by installing, setting up and troubleshooting Windows7, and Windows Vista, and Microsoft Outlook.
• Updated Remedy ticketing system with incident details and resolution Created Asset tickets in Remedy when systems are replaced for inventory. Added users and disabled users and machines on Active Directory.
• Added, removed and renamed workstations to the Domain via AD.
• Provided Blackberry support and setup (installing desktop software and syncing email accounts).
• Troubleshot and repaired network printers; installed scanners.
• Mapped users to network drives and printers.
• Installed software (Office 2007-2010; Adobe; Entrust Certificates; SQL 9i, Oracle 11g, etc.).
• Updated software.
• Configured Lotus Notes 8.5.2 and setup thumb drives for offsite access for Notes users.
• Migrated and deployed Windows 7. Troubleshot issues with TCP/IP, VPN access, network settings for internet/intranet and installed various software applications.
• Reset passwords in Active Directory, troubleshot hardware issues and updated tickets using Remedy. Reformatted laptops.
• Swopped out monitors and setting up desktops.

Confidential

Help Desk Analyst

Responsibilities:

• Member of a 20 person Help Desk team to support a user base of approximately 3500 users for the United States Coast Guard (USCG).
• Provided technical support to walk-in and to telephone customers via the Help Desk line.
• Recorded and updated all calls into the Remedy ticketing system.
• Installed and configured USCG developed and COTS software approved by the Configuration Control Board. Troubleshot hardware and application software.
• Re-imaged machines using Ghost and RIS server.
• Participated in the migration from Windows XP to Vista.
• Installed & configured workstations and laptops (Vista Enterprise and Windows XP).
• Mapped users email (Outlook 2007). Added users and disabled users and machines on Active Directory.
• Reset user’s passwords, unlock accounts via Active Directory. Configured users for CITRIX remote access. Reconfigured users’ profiles on the Exchange Server. Provided outstanding customer service on every call.Reset RAS Tokens.
• Ensured DoD Public Key Infrastructure (PKI) certificates remain current on the installed base of equipment. Installed, configure and troubleshoot CAC (PKI) card readers and ActivClient software.
• Setup import/ export encryption certificates to send/receive security documentation over the network.
• Setup Audio/Visual equipment for conference meetings.
• Ensured good practices in standard methodologies and processes are used to deliver an integrated solution according to ITIL v3.

Confidential

Help Desk Coordinator

Responsibilities:

• Provided full support to the DBA's, Developers, Business Analyst, and Quality Assurance Team.
• Assisted in Beta testing of the in-house software and Web creation.
• Recorded BUGS.
• Troubleshoot users with Lotus Notes mail issues.
• Ran Queries in SQL.
• Made changes and updates for DBA team in the application "Player"; provides input and suggestions on issues involving the entire IT department.
• Created and updated Workflow charts using Visio, and PowerPoint.
• Managed Help Desk manual and assist with establishing policies & procedures; and, document and train users on the software application.
• Coordinated "GOTOMEETINGS" with remote staff for training, demos and conference calls.
• Provided technical assistant to customer via Remote Assistance.
• Troubleshot VPN connections, and critical error messages in both applications.
• Performed password resets, made account changes, unlocked accounts, and answered questions.

Confidential

Team Lead Helpdesk Analyst/ Tech

Responsibilities:

• Served as Team Leader for the Help Desk team and on-demand network administrator assistant.
• Created installation and user guide for the day-to-day operations for Help Desk technicians.
• Provided Tier I and II technical support.
• Responsible for installation and configuration of all DOD required software upon new PC setups.
• Performed support functions to Project Managers, Network Admins and Engineers.
• Ensured DOD Public Key Infrastructure (PKI) certificates remained current on the installed base of equipment.
• Installed, configured and troubleshot CAC (PKI) card readers and ActiveClient software.
• Reported system and network outages to Base Commander and supporting staff.
• Answered phone calls from users requesting assistance with Outlook setup and troubleshooting.
• Remotely accessed (SMS) to the user's workstations for troubleshooting matters.
• Installed software (MS Office, Adobe Reader, Acrobat, Citrix, & Form Flow, etc); upgrade OS (WinXP, Win2003).
• Added users, reset passwords and unlocked accounts via Active Directory.
• Added computers to the DOMAIN.
• Troubleshot hardware issues over the phone via SMS, and by visiting user's work-site.
• Input Remedy tickets for tracking and SLA's.
• Assigned tickets and re-assigned tickets to Network Administrators and Engineers.
• Performed complete PC and laptop setups.
• Troubleshot network connections and assisted on occasion with server setups.
• Managed Help Desk emails and voicemail system to ensure that all users have been assisted within a timely manner.
• Provided outstanding customer service.