TECHNICAL SKILLS:

Productivity Software: Microsoft Office 2003 - 2013 including 365 support, Microsoft Project, Microsoft Access, Microsoft Visio, Corel Office

Operating Systems: Windows 95 - 10, MacOS 10.x, and Microsoft Server 2000- 2012

Misc: Dreamweaver, File maker Pro, Adobe Acrobat, Adobe Photoshop, Microsoft Lync w/ Cisco integration, Cisco Webex, Dragon Naturally Speaking, Jaws, Safeboot, Symantec Endpoint Protection, Crystal Reports Business objects, Remote Desktop Protocol, Footprints Database, BMC Remedy Action Request System 6.0-8.0, and HP Service Center

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Desktop Support Administrator

Responsibilities:

• Administered network using Active Directory/ including group/user account administration, operational unit/group organization and domain administration
• Administered Cisco IP phone networks using Broadsoft M6 Administration software
• Configured and administered Polycom HDX 8000 based teleconferencing equipment
• Created, Configured and Deployed Virtual PC’s by way of VMware Horizon View Client
• Administered and Created Email accounts for users within Microsoft Exchange server 2010 and Office 365 environments
• Created, modified and Administered databases with Microsoft Access.
• Fulfilled role as Asset manager by documenting, configuring, deploying and disposing of Corporate equipment
• Troubleshot computer (Windows and MacOS based) issues with 250+ UNCF employees both locally and remotely across the nation.
• Authored documentation for the use and troubleshooting of problems used by both technical and corporate staff

Senior Systems Specialist

Responsibilities:

• Performed back-up as Knowledge Management Administrator
• Configured and troubleshot Outlook within Exchange 2010 and Office 365 Environments computers
• Authored documentation for the use and troubleshooting of problems found during Office 365 Migration
• Administered Cisco Webex accounts and troubleshot issues using web based remote access tools
• Assisted customers with accessing Citrix Xen App ensuring software and hardware met current specifications and account credentials
• Troubleshot and resolved issues with virtual machines utilizing VMware
• Performed data recovery utilizing EMC Avamar data management solution
• Provided desk side support utilizing remote control technologies: Symantec PC anywhere, Juniper Pulse Collaborator and Microsoft SCCM 2012
• Installed or reinstalled software and drivers as needed by way of EMC Altiris Quick Delivery, Microsoft SCCM and other remote access tools
• Administered/troubleshot Juniper Networks SSLVPN software by way of Juniper Pulse Collaborator and host checker configuration
• Troubleshot issues with Cisco IP phones and Microsoft Lync/Communicator with Cisco integration
• Troubleshot and resolved problems involving viruses or malware utilizing a combination of Malwarebytes, Symantec Endpoint protection and computer forensics
• Administered network using Active Directory/ including group/user account administration, operational unit/group organization and domain administration

Knowledge Management Admin

Responsibilities:

• Responsible for oversight of USPTO IT Support Knowledge Base and general maintenance of Knowledge Base content
• Represented Knowledge Management (KM) Team in meetings with contract management and high-level government contacts to assist in the development and direction of KM initiatives
• Provided hands-on training classes to all new service desk analysts for Remedy 7.6 Knowledge Management
• Worked with onsite Remedy support contractors to quickly investigate, troubleshoot, and resolve issues impacting Remedy KM production
• Worked with outside vendor (Right Answers) to ensure smooth transition during integration of commercial solutions into the KM database
• Initiated meetings with developers and subject matter experts to implement improved knowledge-sharing processes

Confidential, Washington, DC

Helpdesk Technician

Responsibilities:

• Provided technical support over the phone to 10+ Confidential affiliated sites; processed trouble tickets utilizing BMC Remedy Database
• Developed Standard Operating Procedures to improve Helpdesk processes
• Administered user accounts as Active Directory administrator on proprietary Confidential software
• Provided desk side support utilizing Citrix Goto Assist and Microsoft Remote desktop protocol
• Administered Cisco Virtual Private Network and assisted staff connecting remotely to the network
• Assisted customers with accessing Citrix Xen App ensuring software and hardware met current specifications and account credentials

Deployment Specialist

Responsibilities:

• Delivered, installed and configured computer (PC/Apple Macintosh) hardware/software and network printers across Senate program offices
• Configured and activated Blackberry and managed the disposal and relocation of computer systems

Helpdesk Technician

Responsibilities:

• Provided desk side support utilizing remote access software to share temporary control of user’s personal computers and managed user accounts utilizing Active Directory
• Processed trouble tickets; performed routine Windows administration tasks, resolving Exchange synchronization issues and routing problems
• Created and implemented documentation for efficiency improvements in helpdesk processes
• Administrated Blackberry hardware/software by use of the Blackberry Enterprise Server
• Assisted staff with connecting to DOJ networks remotely by way of Virtual Private Network software and the Remote desktop protocol

Software Migration Technician

Responsibilities:

• Developed a migration strategy from Windows 98 to Windows XP, authorizing hardware/software replacement of 100+ computers
• Backed up and imaged machines utilizing Symantec Ghost and in house installation tools
• Administered and configured Microsoft Outlook and Exchange servers
• Inputted group policy changes to user accounts and acclimated customers to new software/hardware