SUMMARY:

• Offering accomplished experience, credentials and technical expertise in the areas of PC and Desktop Support across Windows Networks and Telecommunications. Offers vast knowledge of windows, XP, 7,8.1 and Windows 10. A proficiency in PC hardware and network client applications including Active Directory. Demonstrates proficient and expert knowledge of current server, desktop and laptop hardware systems; network and desktop operating systems and firm wide standard applications and utilities.
• Skilled in communicating highly technical information to both technical and non - technical personnel. Select areas of qualification Purchase Recommendations • Internal/ External Customer Service Virus Removal System Upgrades, System Reimaging, System Restore, Vast experience in PC Refresh and System Migrations, Telecom, networking in the TCP/IP LAN/WAN environment Data center hardware and support experience, Retail desktop and mobile devices, Micros POS Devices, Cisco iP Phones 7900,8495 series, Lync/Skype for Business IP phones

TECHNICAL SKILLS:

Hardware: IBM Servers, IBM/Lenovo Laptops, IBM/Lenovo Desktops; HP/Compaq Servers and Desktops/Laptops and Tablets; Dell Desktops, Servers and Laptops/Tablets, Asus Laptops/Tablets, Samsung Laptops/Tablets, Microsoft Surface Pro 1,2,3 and 4 and Surface book Tablets, Printers - HP, Epson, Lexmark and Scanners; PDA - Palm, Pocket PC, Blackberry Handheld PCs, Data Center, Cisco Switches and routers, Cisco ip phones 7000 series, 8000 series, Micro s POS machines iPhones, iPads and all Android and Windows Mobiles Devices and All Tablets Devices, windows 8,and 10 phones

Software: Microsoft Windows NT, 2000 and 2003,2007,2010,2013 Servers; Microsoft DOS, Windows 3.1, NT, 95, 98, 2000 XP, Vista and Win 7,Win 8,8.1,windows 10 operating systems; Active Directory; Microsoft Exchange Server; Microsoft Office 2000, 2003, 2007, 2010,2013,2016,365 including Outlook 07,10,13,and 16 and 365,, SMS, UNIX support; IBM Director; IBM AS/400; VERITAS Backup System; USMT, SCCM, OSD; Novell 5.1 and 6, and Novell Client, Novell GroupWise 6.0; NetOps Remote Control System; Track-It Inventory and Helpdesk Software; UltraVNC Remote Administration software; Bomgar Remote Software, Symantec Antivirus Software; McAfee Security Antivirus Software and Firewall; Lotus Notes 8.5; Sametime; Kernel Migration tool, Peregrine Service Center software; LANDesk remote software;Fiberlink365 Citrix access gateway Remedy reporting software; Seibel reporting software; ITSM Ticketing System, VPN client, Cisco unified communications Manager (Call Manager) Version 8.0, Cisco Unified Call manager Express, Key watch and Kronos, Microsoft Phone Authentication, Service Now Ticketing Software, Skype for Business/Lync 2013

PROFESSIONAL EXPERIENCE:

Confidential, Lanham MD

Service Desk Analyst Level II

Responsibilities:

• Provide service for provisioning and de-provisioning access for internal, external users of our system.
• Coordinate security access control request with other internal and external system security administrators.
• Verifying the signature authority for all access control requests, revocations, and modifications request.
• Shared information and ideas, communicate constructively about issues and problems, and help to build a teamwork culture.
• Responsible for managing and processing all requests from external, internal Departments.
• Develop training manuals instructions step by step instructions of provisioning, de-provisioning for the LAN network and system applications.
• Work with external vendor to resolve issues, conflicts with external emails.

Senior Desktop Support

Responsibilities:

• Supported 2,000 end users, and set up VPN for home users
• Set up and configured new laptops, tablets and mobile Devices
• Used active directory to setup new users and add group policies
• Migrated 1500 users from lotus notes to outlook 2013
• Setup, configure and troubleshoot 0ffice365, Office 2013, 2016, and windows 10 Rtm and Skype for Business
• Monitor and assist users using MS VPN/Direct Access and Virtual Smart Cards, Citrix, Ras and Microsoft Phone Authentication.
• Responsible for onsite support for applications and installations
• Reimaged and updated users’ desktops and laptops using SCCM

Senior Desktop Support Tier II

Responsibilities:

• Supported 3,000 end users, and set up VPN for home users
• Pc Refresh using dell, Lenovo, and HP laptops
• Migrated users from windows 8.1 to Windows 10
• Set up and configured new laptops, tablets and mobile Devices
• Set up new users and group policies using active directory
• Backed up Data Reimaged and Restored laptops and tablets using SCCM
• Repaired Dell, HP, IBM/Lenovo, Asus and Samsung laptops and tablets
• Set up and troubleshot local and network printers, copiers, and scanners
• Setup and Configure Cisco IP Phones Model’s 7970 and 7960 using
• Cisco Unified Call manager versions 8 and 9
• Monitor and assist users using MS VPN/Direct Access and Virtual Smart Cards, Citrix, Ras and Microsoft Phone Authentication.
• Responsible for onsite support for applications and installations
• Setup, configure and troubleshoot 0ffice365, Office 2013, 2016, and windows 10 Rtm and Skype for Business

IT Technician

Responsibilities:

• Configured Desktops, laptops, and all mobile devices,
• Set up Supported 2,000 end users, and set up VPN for home users in Active Directory/SMS
• Set up and configured Cisco VoIP IP phones Cisco 7000/8000 series
• Using Cisco Unified Call Manager version 8
• Set up and troubleshot local and network printers, copiers, and scanners
• Data Center Hardware and support to 2,000 end users
• Set up new users and different group policies using active directory

Confidential, Dublin Ohio

Level 3 - Field Support Engineer / Desktop Support

Responsibilities:

• Supported 5,000 end users, and set up VPN for home users
• Lotus Notes Admin until migration to outlook exchange
• Completed Lotus notes to Exchange migration of approx. 5,000 users
• Configured and monitored remote user for RSA Secure Id
• Data center Hardware and support to 5,000 end users
• Utilized strong technical knowledge to install support, upgrade, and troubleshoot workstation software
• Workstation included operating systems, infrastructure applications, and custom applications
• Major responsibilities were to set up, troubleshoot, upgrade, and repair PCs, networks and servers at client locations
• Retail desktop, laptop and mobile device repair
• Repaired Dell, HP and IBM laptops, desktops and servers
• Responsible for onsite support for applications and installations
• Setup and troubleshot local and networked printers and scanners
• Responsible for setting up and troubleshooting PDA's/Blackberry, iPhone and Android devices
• Re-imaged and restores PC’s and laptops using Microsoft Sms