SUMMARY:

Senior Desktop Support and Customer Service Engineer utilizing over 20 years of acquired expertise in Customer Service and Satisfaction, Leadership, Desktop/Applications Support within the Information Technologies Industry.

STRENGTHS:

• Technical Lead/Supervisor
• Blackberry Support
• IPad Support
• Mobile Device Management
• RSA/VPN Secure Connectivity
• Network/ Local Printer Installation and Configuration
• Printer H/W repair
• AD Account Creation/Group management

PROFESSIONAL EXPERIENCE:

Confidential, Wash, DC

Senior HelpDesk Specialist

Responsibilities:

• Provides professional, courteous, and quality systems support to Confidential staff.
• Provides problem determination/resolution based upon personal experience and standard operating procedures.
• Performs account password administration including 8.5 adding and removing users, installing, troubleshooting, and maintaining hardware and software, monitoring system and network activity
• Demonstrates excellent verbal and written communication skills, courteous and efficient when handling and resolving complaints
• Provides intranet VPN solutions using Cisco AnyConnect and SSL/VPN - including installing and configuration
• Resolved routine support requests and reassigned others to the correct support team via Remedy call tracking and assigning.
• Installed and configured Desktop/Laptops, printers and Smartphone’s running Apple IOS and Android OS
• Configured and install RSA soft token and provided user with “how-to” connectivity support.
• Assisting ITD management with identifying systemic issues, user account validations and training tasks
• Performing account password administration
• Follow SOP requirements to insure current antivirus s/w versions are installed and up to date.
• Provides configuration and setup support for Mobile Device Management utilizing MobileIron MDM
• Microsoft Windows & Enterprise 32/64-bit OS, Desktop Apps, Microsoft Office 365 Suite w/RMS, Box Secure Content management, Citrix, Juniper Cisco Jabber, Cisco WebEx, SSL/VPN, GotToAssist, RSA Secure ID, Adobe Acrobat Professional 11.0, McAfee HIP, Bitlocker Encryption, Lotus Notes and other Proprietary Financial and COTS applications.

Confidential, Wash, DC

Senior Desktop Support Engineer

Responsibilities:

• Provided direct desk-side support at Confidential headquarters received over the phone, through email and web-based systems
• Domain Active Directory system administrator, remote administration Bomgar/RDC, SCCM and MS Lync to access, troubleshoot and resolve computer issues remotely
• Provided intranet VPN solutions using Cisco Anyconnect - including installing and configuration
• Resolved routine support requests and reassigned others to the correct support team via Remedy call tracking and assigning.
• Configured and install RSA soft token and provided user with “how-to” connectivity support.
• Assisting ITD management with identifying systemic issues, user account validations and training tasks
• Performing account password administration
• Follow SOP requirements to insure insuring current antivirus s/w versions are installed and up to date.
• Insure SLA are meet via Remedy
• Imaging, setup and deployment of desktop and/laptop systems utilizing ghost imaging technology
• Installed and configured Desktop/Laptops, printers and Smartphone’s running Apple IOS and Android OS.
• Provided configuration and setup support for Mobile Device Management utilizing MAAS360
• Responsible for operating systems updates’ hardware maintenance, installation and troubleshooting; and software installation, configuration, and system backup.
• Microsoft Windows 7 64-bit OS, running desktop applications to include, Microsoft Office 365 suite, Adobe Acrobat Professional 11.0, Adobe Reader Acrobat 10.0, Symantec Anti-Virus client, Symantec Endpoint Encryption, Lotus Notes and other COTS applications.

Confidential

Senior Helpdesk Technician

Responsibilities:

• Addressed support requests received over the phone or through email and Remedy ticket tracking system
• Resolve routine support requests and assign all others to the Information Technology Division (ITD) Systems Administrators (SA) or outsourced specialists
• Update and maintained Help Desk records in accordance with ITD SOP’s
• Assisting ITD systems administrators with troubleshooting, systems maintenance, and user account validation
• Performing account password administration
• Remote Administration using terminal service, SMS and Damware
• Assist with development, maintenance, and deployment standard Help Desk operating procedures
• Maintained inventory of ITD assets and excess Confidential IT equipment
• Following security requirements as requested by the Confidential Security Officer
• Utilizing Remedy software to create incidents, monitor requests, run requested daily, weekly, and monthly reports and to identify issues/concerns to be addressed, trends, and recommended actions
• Generating statistical reports on Help Desk and ITD support activities
• Support email administration and management
• Provided configuration and setup support for mobile (MDM) utilizing Airwatch or Active Sync
• System administrator for Domain Active Directory (Entrust Admin Manager), HP Jet Direct Printer servers, blackberry BES/BAS Utilize System Management Servers (SMS), MS Remote Desktop F-Secure Confidential remote Client connectivity.
• Configure, install and implement Remote Access Solution: VPN, RSA SecureID, ISDN
• Assisting in the evaluation and testing of new products/services to be used by Confidential

Confidential, Washington, DC

Lead Desktop Support Engineer/Telecommunications Liaison

Responsibilities:

• Responsible for coordinating and insuring minimal interruption to user telephone services.
• Provided scheduling of new installs, office moves and disconnections of PDN’s.
• Documented and maintained pertinent configuration data such as port, name, line, and feature changes.
• Uploaded orders online to SMC-Verizon utilizing (Washington Interagency Telecom Service) WITS3 Service@Once.
• Maintain/Provided remote access support via VPN
• Certified by Verizon to perform Service Order Management (SOM) via Service@Once.
• Managed deployment of mobile devices
• Supervised team (day shift) of 16 technicians, created 24x5 day schedules, assigned task, submitted performance reviews and provided technical training/assistance to subordinates. Responded to escalated service issues. Coordinated outsource vender services
• Lead technician responsible for insuring continuity within the Tier 2 deskside/desktop support group, troubleshooting local/remote user issues, server administration & network connectivity problems for a 1,500+ client/user based environment.
• Resolved hardware, software and printer issues, handled delegations of service requirement for escalations, support calls & trouble tickets, identified network connectivity issues such as cabling faults or hub/switch failures.
• Coordinate third party service requirements.
• Imaging, setup and deployment of desktop and/laptop systems utilizing switches, hubs and port security.
• Installations and configurations of PC’s printers and Blackberry PDA’s and mobile devices.
• Installation and setup of VPN remote client software
• Configuration of RSA hard token with connectivity support.

Confidential, Washington, DC

Deskside/Network Support Specialist

Responsibilities:

• Service help desk calls obtained via Peregrine. These calls range from Hardware and Software installation, deployment and implementation to assistance with using desktop software.
• Advises users on the computers’ limitations and requirements to help prevent system failure.
• Responsible for operating systems updates’ hardware maintenance, installation and troubleshooting; software installation, configuration, system backup and training.
• Supports meeting room audio visual equipment including DVD and CD players, overhead LCD projectors, slide projectors, and wireless remote control devices.
• Instrumental in assuring minimal downtime of end-users desktop blackberry and connectivity concerns.
• Coordinate third party service requirements.
• Microsoft Windows XP OS, running desktop applications to including Blackberry Desktop Manager, Microsoft Office suite 2002/2003, Roxio Easy CD Creator, Adobe Acrobat Professional 7.0, Adobe Reader Acrobat 8 .0, Symantec Anti-Virus client and other account specific applications

Confidential, Washington, DC

Deskside Support Engineer

Responsibilities:

• Provided system Hardware (H/W)/Software(S/W) support for the Dept of Labor staff.
• Respond to faculty and staff at the deskside level.
• Duties performed include H/W system installation and maintenance, H/W move-add-changes local and network printer troubleshooting and repair.
• Perform repairs and/or coordinate vendor and warranty repair of systems and peripherals, i.e. printers and accessories and PDA devices.
• Utilize Remedy 5.0 ticket tracking system.
• O/S and applications supported include MS Window NT/XP, MS Office Suite, MS Internet Explorer, and Palm OS.

Confidential, Washington, DC

Senior Customer/Deskside Support Engineer

Responsibilities:

• Provide system Hardware (H/W)/Software(S/W) support for the GW University’s faculty, staff and students.
• Respond to faculty and staff at the deskside level and students at the centralize campus office.
• Duties performed include Operating System (O/S), S/W and H/W system installation and maintenance, O/S, H/W and applications upgrades, review, identify and analyze system compatibility issues, network/e-mail setup and support, virus detection and removal and data transfer.
• Perform repairs and/or coordinate vendor and warranty repair of systems and peripherals, i.e. printers, monitors, portable laptops and accessories and palm devices.
• Utilize Remedy 4.0 ticket tracking system.
• O/S and applications supported include MS Window, Apple Mac O/S, Novell Netware, MS Office Suite, Corel Office Suite, Lotus Office Suite, MS Internet Explorer, Netscape Navigator and Palm OS.