TECHNICAL SKILLS:

Operating Systems: Windows 8.1; Windows 8; Windows 7; MS 98, 2000; MS Windows Vista, XP; MS Windows Server 2003; MS Windows Server 2012; Ubuntu Server 16.04.1

Software Applications: MS Office Suite 2000 - 2010; Microsoft Outlook; Norton Ghost; Desktop Asset Request & tracking system (DART); Carbon Copy; Remote Control; Remedy Ticketing system; Lotus Notes Mail; Altiris; Eracent; PGP Encryption; Run advertise; Entrust Entelligence Digital ID; Cisco AnyConnect VPN Client; Extend 360; Microsoft System Center Configuration Manager (SCCM); RSA Authentication Manager; Active Directory; Scientific Word; La Tex; Symantec Endpoint; Guardian Edge; RightNow Blackberry Enterprise Server; DameWare NT Utilities; CISCO Packet Tracer; GNS3; Putty; MS SQL Server; Zabbix; Redmine ticketing system

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops, laptops & servers; Lenovo ThinkPad laptops; Compaq laptops & desktops; Blackberry; Cisco Routers; Dell POE switches

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support

Responsibilities:

• Check Workstations, VOIP phones and printers to make sure they have correct IP address
• Troubleshoot issues with workstations, VOIP phones and printers
• Test printers and make sure user is able to print from workstations
• Document issues and non issues

Confidential

Network Engineer

Responsibilities:

• Configured and installed Dell and CISCO switches and routers
• Identified and recommended security advancements for networks using NIST procedures
• Was in charge of monitoring networks and invoking suggestions of improvement
• Implemented and configured Redmine ticketing system on Linux
• Build Network Server Racks to meet customer needs in field.
• Constructed Standard Operating Procedures and make changes if needed for staff personnel.
• Created Network diagrams using Visio, GNS3 and CISCO Packet Tracer to provide understanding to peers
• Created, troubleshoot, and mirrored databases in MS SQL server
• Made changes and updated scripts to MS SQL server using command line
• Installed and configured Zabbix on Linux server
• Monitored security threats and other errors using Zabbix
• Installed Windows Server 2012 and Windows Server 2008
• Configured roles in Active Directory on Windows Servers
• Created VLAN’s on Dell switches
• Setup VMware for remote logins

Confidential

Technician

Responsibilities:

• Was responsible for providing Tier II support for over 13,000 military and civilian users in accordance with SLA time agreements
• Troubleshot hardware and software issues for desktops, laptops, printers and Blackberrys
• Maintained and updated tickets using Remedy ticketing system
• Provided dedicated customer service in person, over the phone and through Desktop Remote Service using DameWare NT Utilities
• Synced Blackberry email services with Microsoft Exchange servers
• Enabled user accounts using Active Directory
• Troubleshot problems encountered using microcomputer software
• Performed hardware/software testing and installation
• Provided support to Citrix VPN clients

Confidential

Jr. Desktop Support Technician

Responsibilities:

• Was responsible for Tier II and above level support for users in the DC, Chicago, San Francisco and New York offices.
• Performed administration, creation, and deletion of users, groups, and policies using Active directory and responsible for managing security permissions for file shares, directories and DFS structures.
• Provided Tier II Level team support for users with regards to MS Office usage questions to include the establishment of Table of Contents (TOC).
• Assisted network engineering and network integration teams with testing, deploying, troubleshooting and upgrading of network hardware and software.
• Executed the task of testing, maintaining, and monitoring computer programs and systems.
• Communicated directly with customer to collect information relating to their requirements for software components.
• Performed final desktop and laptop configurations to include the application of the image, installation of software and final QA testing.
• Deployed Windows workstation patches, images, updates and applications using Microsoft SCCM.
• Assisted in Windows 7 imaging migration and deployment of 500 workstations and laptops using PXE.
• Developed Automated Forms to ease common tasks and overall efficiency. (i.e...PC/Laptop Inventory, Loaner Laptop availability and disbursement and other equipment forms)
• Installed, maintained, upgraded and troubleshooted PC's, laptops, printers and other peripherals
• Provided Emergency support after hours to resolve hardware and software system emergencies
• Activated Blackberrys and added them to the Blackberry Enterprise servers
• Troubleshot Blackberry issues including syncing and mail issues.
• Configure RSA tokens through RSA Authentication Manager for VPN access

Confidential

PC Deployment Technician

Responsibilities:

• Installed and configured over 500 new desktop systems to day to day work areas and COOP locations
• Participated in the training of use on network hardware and software
• Maintained and track hardware and software inventory
• Documented all problems, solutions, and escalations in remedy ticketing system
• Configured, sync, and replicate users Lotus Notes email
• Ensured users VPN connections are working properly after manually updating Extend 360 and Cisco AnyConnect
• Successfully troubleshooted, resolved, and/or escalated technical problems in a timely manner
• Back up and restored up to 30 users data on a weekly basis
• Set-up and troubleshooted network and local printers
• Ran and installed programs off Confidential network

Confidential

Abt Global Intranet Migration project

Responsibilities:

• Deleted and installed certificates on 10-15 Windows 7 computers daily using Entrust Digital ID software
• Ensured users VPN connections were working properly after the certificates were installed using Cisco AnyConnect
• Installed and ran programs from Run Advertise

Confidential

Desktop Support

Responsibilities:

• Resolved over 10 tickets daily using the DART ticketing system providing customers with equipment needed to perform their job.
• Advised between 10 to 24 new hires in on-boarding sessions using either Window XP or Windows 7 pc’s to sync their active directories and Lotus notes email passwords and setup their PGP encryption.
• Monitored printer toner levels and replaced them when needed.
• Documented changes, completions and cancellations using Remedy Ticketing system
• Installed software for users remotely using Carbon Copy and ConfigMgr Remote Control
• Deployed computer systems to at least 50-60 users a week within service-level-agreement timeframe
• Provided customer support to multiple users using face-to-face meetings and remote desktop programs
• Configured and installed workstations, along with peripheral equipment needed to ensure that the end user had the ability to fulfill the assigned business responsibility including COOP environment
• Image laptop and desktops using Altiris