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Associate Help Analyst Resume

Washington, DC

SUMMARY:

I am an oriented, talented professional with over 10 years of visible achievements in the federal government, government contracting, corporate and healthcare industries. Expert troubleshooting skills coupled with effective communication, proven quality control and needs management assessment to exceed all expectations and contribute to increased productivity.

TECHNICAL SKILLS:

  • Cisco Routers/Switches/Foundry’s
  • Troubleshooting Dell printers 2335,1710/Lexmark X945e/HP Color LaserJet 4700 /OCE printers
  • Dell 2950/HP Proliants Servers/APCs/ Confidential servers/MBX servers
  • Vsphere 4, 5.5 Enterprise Editions and VMware Player 4 and Virtual Machines
  • Symantec Ghost 11.0 and Backup Exec 10d
  • Check point Encryption R73,R65,R71
  • McAfee Virus Scan 2010/Norton Virus 07 - 2010
  • Symantec Endpoint Encryption 11
  • E- Trust Antivirus and Pest Patrol Patrol 8.0
  • Cisco Security 6.0/Safe net
  • Cisco Any Connect VPN Client, Cisco Device Manager, Cisco Network Assistant
  • Cisco Web Ex
  • Black Berry Configuration for Curve™ 8500, 8700,8800
  • SCCM 2007
  • MS Office Professional and Sharepoint 2003/2007/2010
  • MS SQL 2003/2005/2008
  • Nero and other Burning applications
  • Windows XP/VISTA/7 Platforms Enterprise
  • Linux, Red Hat 6.0,6.1,6.3 Enterprise Editions
  • Active Directory, 2003/2007/2010 Standard Edition /Enterprise Editions
  • Heat 9.5/ Remedy 4.0,8.1/Siebel 8.0
  • MS Exchange Server 2003/2007/2010 Enterprise Editions
  • Windows Server 03,08,2012
  • CENT OS, SAS 9.3,
  • Linux Shell scripting
  • Summation Enterprise, Law 6,Trial Director 5, Time Map 4, Case Map

EXPERIENCE:

Confidential, WASHINGTON, DC

ASSOCIATE HELP ANALYST

Responsibilities:

  • Assist user with network, modems, printers, hard drives, memory cards, USB products, Personal Identity Verification (PIV) card deployment and wireless issues.
  • Required to be know Department of Justice IT Security Policy
  • Create username, reset password and give user Privileges with Active Directory mmc.
  • Remotely assisted laptops and desktop machines to all end users.
  • Troubleshoot offsite users with Cisco Any Connect VPN problems; pin reset, token fix to access citrix, and unlocking account.
  • Installing Windows 7 operating systems/re-imaging desktop from Xp to Windows 7 per SLA and SOP.
  • Received and recorded technical issues for both phone and email support using Remedy 8.1 ticketing system.
  • Working with iManage document data base.
  • Performed both hardware and software installations desk side as well as through SCCM 2007console.
  • Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
  • Upgrade various HP laptops and HP desktops to the latest patches and Antivirus software.
  • Installs or assists in installation of hardware and peripheral components such as monitors, keyboards, HP 8150printers, and disk drives on user's premises.
  • Assists with diagnosing malfunctions and repairing desktop computers, HP monitors, Ricoh printers, keyboards, modems and other related peripherals, by disassembling and inspecting for defects
  • Resolve technical issues with Java 7.065, Adobe Reader9, Flash Player11 and Shockwave.
  • Assists with diagnosing malfunctions and repairing desktop computers, monitors, printers, keyboards, modems and other related peripherals, by disassembling and inspecting for defects
  • Assists with setting up the maintaining the inventory for all computer equipment.

Confidential, Herndon, VA

CUSTOMER sUPPORT analyst

Responsibilities:

  • Share responsibility FOR 24 X7 tier one customer telephone support number and support testing and evaluation of solution designs and Windows Exchange 2007 and 2010
  • Assisting with the solution Assembly, testing, delivery, and customer installations 10-100 servers.
  • Responsible for system maintenance of lab environment and demonstration equipment
  • Performed inspection and testing of completed system for Quality Assurance
  • Required to assemble Cross Domain Solutions and provide onsite implementation and customer training at multiple CONUS Locations like FBI, DOD, DISA, DOJ, Executive Office of the President, MITRE, Booze Allen and SAIC.
  • Responsible for testing and training with Vsphere 4, 5.5 plus VMware Player 4, latest Virtual Machines versions with laptops, servers for customers with XTS and our Stop products.
  • Performed installs of expansion cards, RAM, hard drives and other server hardware.
  • Required to write technical manuals and create drawings for customer and engineering drive.
  • Responsible for understanding and explain to management and customers cross domain accreditations processes, OS hardening or lock downs
  • Required to notify security officer and cyber security department about phishing emails.
  • Solid understanding of IIS, setting up and configuring web sites and working with load balancers.
  • Responsible for troubleshooting Windows 2003, 2008, 2012 servers plus Exchange 2003, 07, 2010, network traffic to determine root cause of software application issues.
  • Required to configure and use kick start Red Hat 6.3 to build servers for our data pump applications and diodes, security administration domains, plus IP routing and firewall technologies, and general identity management concepts
  • Understanding of security policies and how they are enforced via GPOs and how they affect web based applications and thick-client applications.
  • Learned and incorporated the enterprise wide application of security policies such as DISA STIGS into all testing of products and troubleshooting.
  • Installed, partioned, configured ip interfaces, mandatory security roles and labels for a suite of secure software products, including a Trusted Operating System (STOP7) and Cross Domain Solutions (XTS Guard 5.1 and Samba 3.6.6 file server.
  • Performed daily Linux shell scripting and system programming (sockets, processes, threads,)
  • Tested and installed these data/file formats (XML, Office documents, image, ISO, with our content filters Nephron Maxx and Minesweeper

Confidential, LEESBURG, VA

American Roentgen Ray Society Network Manager

Responsibilities:

  • Responsible for Exchange Server, Window Server 08, VMware 5.5 troubleshooting, plus Confidential SLA's awareness, training, HP server maintenance; plus creating whitelist with MacAfee antivirus to block ip address.
  • Responsible for daily backup tape management, data center, cloud procedures and policies.
  • Provide desktop support to 40 end users.
  • Worked with It Director to develop short and long term capacity planning as well as other difficult or complex issues such as account migrations, mailbox and group creations and deletions, administered AD OUs and GPO implementations; researched, tested,
  • Evaluated and implement third party solutions; produce and document technical information including operational procedures, in-depth understanding of TCP/IP, routing protocols, IP, UDP, VPN, IPSec, Cisco routers and switches and ICMP.
  • Mentored, supervised and conducted periodic performance reviews for 2 analysts and 4 developers to it Director, support and maintain Configuration Management using an already established CM process.
  • Install, configure and manage DNS, WINS, DHCP, Virtual Desk Service, server hardware and Windows 7, printers,
  • Monitor all networking equipment and maintain activity logs.
  • Document current network and design upgrades in various written formats (VISIO, MS Project, Word, etc.).
  • Perform MY SQL troubleshooting, Cisco telnet command line, firewalls and Linux, Red hat, Fedora commands with ubutunu web server
  • Responsible for monitoring and troubleshooting VMware 4.0 ESX environments, Apache Web Server
  • Required to troubleshoot and configure email-messaging systems such as MS Exchange 2010
  • Responsible for knowledge, installation and configuration of Hyper-V, System Center Virtual Machine Manager 2008, Virtual Machine Manager 2008 R2, System Center Operations Manager 2007 R2, Windows and System Center Data Protection Manager ( Confidential ) 2007.
  • Required to troubleshoot VMware ESX errors like purple screen of death(PSOD) which is hardware or virus in VMware code
  • Responsible for testing and rebuilding server from nothing and installing Linux, win 03,exchange 03,sql 05,ubutunu,vmare on hp proliant single server

Confidential, Washington, DC

Social Security Administration Network Engineer

Responsibilities:

  • Responsible for Exchange support for VMware, SLA's and RFP awareness, training, Dell 2950 server maintenance;
  • Performed daily backup tape management, ticket entry thru Heat and of printer server.
  • Worked with Enterprise Engineering to develop short and long term capacity planning as well as other difficult or complex issues such as account migrations, mailbox and group creations and deletions, administered AD OUs and GPO implementations; researched, tested,
  • Evaluated and implement third party solutions; produce and document technical information including operational procedures, in-depth understanding of TCP/IP, routing protocols, IP, UDP, VPN, IPSec, Cisco firewalls, routers and switches and ICMP.
  • Mentored and conducted periodic performance reviews for 10 analysts to program manager, support and maintain Configuration Management using an already established CM process.
  • Install, configure and manage DNS, WINS, DHCP, server hardware and VISTA, Windows 7, Dell printers, SharePoint Databases, Lexmark printers, and HP printers.
  • Monitor all networking equipment and maintain activity logs
  • Required to record, save and troubleshoot hearings with camatsio software by using video formats of MPEG2/MPEG4
  • Performed troubleshooting of VOD trainings and audio issues with MP3.
  • Install, Configure and troubleshoot Check point Encryption R73,R65,R71
  • Document current network and design upgrades in various written formats (VISIO, MS Project, Word, etc.).
  • Responsible for monitoring and troubleshooting VMware 4.0 ESX environments
  • Required to troubleshoot and configure email-messaging systems such as MS Exchange 2000/2003 and Blackberry Enterprise Server, plus provide desktop support to end users of 1,000 to 5,000.
  • Responsible for knowledge, installation and configuration of Hyper-V, System Center Virtual Machine Manager 2008, Virtual Machine Manager 2008 R2, System Center Operations Manager 2007 R2, Windows and System Center Data Protection Manager ( Confidential ) 2007.

Confidential, Ft. Belvoir, VA

Network Engineer

Responsibilities:

  • Deinstalled and installed of Dell 6950 servers, Catalyst 4500's, APC 1400’s routers and switches;
  • Provided excellent cable management and routine preventive cleaning of 20 plus devices in Hospital setting;
  • Required to assist and to educate techs on Cisco firewalls configurations and Telnet;
  • Reported outage of APC's, Foundry, Cisco, MRV devices to Onsite PM and CIO; performed inventory of 100 plus switches and routers at several DOD sites; accountable for SOP's, HMO, OSHA, JCAHO guidelines;
  • Install, Configure and troubleshoot Check point Encryption R65,R71
  • Supported MS based systems, Win 2003, SMS 2003, MS SQL 03, Active Directory and Sybase/Java Script; act as the highest level of escalation (Tier-4) for all technical issues.
  • Responsible for monitoring and troubleshooting enterprise environment for Active Directory 2003 of 1,000 plus users
  • Required to work extensively with the Customer COTR on projects, SLA’ planning, issues, policy, reports, troubleshooting, and installations.

Confidential, Washington, DC

Project Manager

Responsibilities:

  • Required to address potential failure to devices resulting from Department of Transportation server move;
  • Supervised 40 techs and 20 network engineers with support and hardware level problem determination;
  • Assisted and oversaw deinstalling and reinstalling tape libraries, storage arrays and SAN/NAS;
  • Offered direct hands on participation with servers, Proliants, Power edges were installed by warranties of Dell, Sun, HP and Confidential ; provided team members with lunch schedules and break times;
  • Explained payroll and policies, conduct standards to team members; designed and created trouble ticket manual for follow up DOT SLA;
  • Document current network and design upgrades in various written formats (VISIO, MS Project, Word, etc.).
  • Required to have in-depth understanding of TCP/IP, routing protocols, IP, UDP, VPN, IPSec, and ICMP;
  • Document and communicate solutions and manage short and long-term projects as necessary.
  • Lead a team of up to four support staff individuals (Tier Levels 1-3); act as the highest level of escalation (Tier-4) for all technical issues.
  • Work extensively with the Customer COTR on projects, planning, issues, policy, reports, troubleshooting, and installations. Provides technical support to run projects, while keeping all parties abreast of the progress and provide deliverables by expected due dates;
  • Attend technical meetings with the customer for the purpose of reporting, project planning, and technical decision making;
  • Hold regular team meetings and mentor the support staff.
  • Conduct periodic performance and salary reviews for support staff.

Confidential, Gaithersburg, MD

Risk Metrics Group System Analyst

Responsibilities:

  • Monitored latest version of Live Update 2.5, Norton Internet Security 2005, and McAfee Virus Scan 07 for security and disaster recovery and business requirements;
  • Integrated and provided time management skills in fast-paced environment;
  • Exercised independent judgment and functioned with minimal supervision;
  • Utilized excellent oral and written communication skills recommend data assistance to claim administrators, which enables them to meet their lawsuit mandates;
  • Updated patches for Win 2000 and creation of queries with MS SQL 2003;
  • Required to map share drives, and perform data queries through
  • Created a unique script with SQL Analyzer; that allowed 20 plus data queries
  • Performed and tested macro commands to run database merge for SCAS 2.0 and MS Excel 2000 application;
  • Developed stored procedures manuals for training purposes to assist managers and team;
  • Required to understand DTS packages; MS VB 6.0, Perl script concepts and Adobe Reader 6.0 documents

Confidential, Washington, DC

Sr Help Desk Analyst

Responsibilities:

  • Integrated and provided time management skills in fast-paced environment;
  • Exercised independent judgment and functioned with minimal supervision;
  • Utilized excellent oral and written communication skills;
  • Recommend tech assistance to government clients, which enable them to meet their school mandates;
  • Answered 70 calls from end users in a wireless environment;
  • Troubles hooted and updated patches for Windows XP and J2SE 5.0;
  • Trainer for Remedy 4.0, integrated CRM software;
  • Install, Configure and troubleshoot Check point Encryption R65,
  • Alerted the onsite pm to reoccurring Java certificate usage,
  • JSP servlets displays and unresolved issues as defined in the Oracle 9i; required to analyze SOP's, system codes, map share drives,
  • Perform ad hoc reporting thru Crystal reports 9.0 and Business Objects;
  • Performed routine checks of Lotus Notes 6.5 for meetings and Confidential events;
  • Monitored Norton Internet Security 2006, McAfee Virus Scan 2006 for security and disaster recovery and business requirements; trainer for 100 external end users and 20 internal end users on Student Tracking Reporting Systems;
  • Promoted team harmony and provided leadership plus decision-making skills;
  • Verified end users roles and privileges through SIS User Maintenance;
  • Designed unique script in Remedy to run reports for weekly metrics.
  • Responsible for creation and quality control of weekly reports by group and support area in Remedy 4.0, Adobe Reader 6.0;
  • Assisted end users with multiple sessions, failed logins, and server performance to MS SQL 2003.
  • Developed stored procedures manuals with for training purposes to assist managers, Confidential BD manager and team.
  • Responsible for closing support center.

Confidential, Washington, DC

Web Developer

Responsibilities:

  • Required to create 20 to 30 webi accounts using business objects database
  • Worked with Enterprise Engineering to develop short and long term capacity planning as well as other difficult or complex issues such as account migrations, mailbox and group creations and deletions,
  • Administered AD OUs and GPO implementations; researched, tested,

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