TECHNICAL SKILLS:

• Symantec Cloud End Point Protection Cisco Any - Connect VPN - Juniper Networks VPNKeePass Password Safe Active Directory Administration WebEx Meeting Client MSO Suite 95-2013
• MSO 2013 Cloud based Webmail accounts BMC-FootPrints

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Technician

Responsibilities:

• Providing technical support via phone, walkup, and email for domestic and international End Users.
• Cisco Any-Connect VPN Support. ISP and Network setting support.
• Cisco CUCM and install and troubleshooting of Cisco IP Communicator/Softphone.
• GoToMeeting account support, installation, and specified access/additions.
• Managing ticket life cycles utilizing BMC -Foot Prints Help Desk ticketing system.
• Administer Laptop Image (Pixie Boot) with PGP Encryption. HP and Dell Windows 7, 8, and 10.
• DUO Secure Remote Access application account management, installation, PING, new device activations.
• Managing user account matters through Manage Engine AD Manager Plus (Unlock, Password Reset, and Password Refresh).
• FedEx Admin Shipping Account. Minor MAC Support. Outlook Exchange Server - MSO 365 Cloud-Webmail.

NOC Escalation Monitor-Analyst

Responsibilities:

• Monitoring Outage Escalation Incidents and ticketing with Opsmart, Nimsoft, and Exchange Email Requests.
• Ensure all outages are documented with RCA. Bridge Conferencing TAM, and Engineers.
• Provide day-to-day customer support for all aspects of the xStream cloud computing platform via telephone, email, and ticketing and monitoring systems.
• Prioritize and manage service requests, incident management, escalation, and reporting to maintain SLA’s.
• Understand Virtustream/EMC organizational structure as needed to provide relevant and timely escalation of incidents, service requests, and customer requests.
• Work closely with Virtustream technical resources, vendors to resolve issues in a timely and professional manner.
• Perform root cause analysis, identify trends and document troubleshooting knowledge for review by team mates.
• Monitor the status of the xStream cloud computing platform using operations monitoring tools and procedures.
• Provide hands on assistance in configuring and troubleshooting data centre equipment as needed.

Jr. Systems Administrator

Responsibilities:

• Supporting over 600 devices (mostly Wintel laptops) along with IMacs, surface tablets, and MAC air books.
• Imaging server, PXE (pixie) boot server. Image creation and updated Console units housed on PerSystent Server.
• CAC DoD Certificate Install. Active Client SW for internal CAC Card Readers. (Government Military laptops).
• Creation/Management of MSO 2013 Cloud based Webmail accounts (Distribution List-Security List creation.
• Supporting VPN software install and application troubleshooting over Juniper Networks and Cisco VPN client.
• Win Server 03-07-08 Hosting Active Directory. System Center Configuration Manager 2007 (SCCM) BYOD.

Technical Support Engineer III

Responsibilities:

• Managed Active Directory staff accounts and device management.
• Provided Technical support with delivery of laptop/desktop units for Windows 7 deployment.
• Supporting the full Microsoft suite, to include, Lync and Outlook Mail 2010 matter during and after migration
• Provided technical support for staff members VPN, Verizon Access Manager, High-speed remote connections.
• Provided Desktop support, to include device repairs, external hard drives, and printer share (network/local).
• Provided iPhone/Droid/iPad replacement, support, setup, and configurations for City of Alexandria/City Hall Staff.

Technical Support

Responsibilities:

• Assisted with Active Directory staff account and device management.
• Provided support for Lotus Notes, account log-in, User ID conflicts, configuration conflicts, and sign-on conflicts.
• Provided Technical support with delivery of laptop/desktop units for Windows 7 deployment.
• Supporting the full Microsoft suite, to include, Lync and Outlook Mail 2010 matter during and after migration.
• Provided Blackberry replacement, support, setup, and configurations for Federal Reserve Staff.
• Provided technical support for staff members VPN, CiscoAnyConnect, High-speed remote connections.
• Provided troubleshooting and technical assistance with all SecureDoc Token matters.
• Provided Desktop support, to include device repairs, external hard drives, and printer share (network/local).

Sr. Laptop-Desktop Technician

Responsibilities:

• Configure and install Laptops, PC’s, Network-Local printers, peripheral equipment and any required devices or software install.
• Active Directory account setup with user profile management, PC and Laptop adds to Active Directory domains.
• Provide IT support and analysis, i.e. informal training on hardware/software in response to clients request.
• Provide support for Microsoft Office 2007 (Word, PowerPoint, and Excel), Lotus Notes Mail.
• Ticketing and tracking functions performed with Remedy.

Desktop Support-Migration

Responsibilities:

• Installation of all hardware to include; laptops, flat screen monitors and printers.
• Data transfer, backup, and restoration of client data with current corporate image HDD using Norton Ghost 8.0.
• Conducted Laptop repair to include; system board replacement, modems, PCI/NIC, HDD, keyboards, etc.
• Assignment and mapping of specified share/network drives requiring additional permissions.
• Conduct replacement and removal of refreshed hardware devices on schedule listings.
• Full assist with MS Office suite, Lotus Notes Mail, Webmail login, and user account domain login matters.
• Ticketing and tracking functions performed with Remedy. Providing professional customer service to all clients.

Network Operation Center Analyst

Responsibilities:

• Monitored level 2 -3 servers and switches for multiple WAN and LAN networks.
• Troubleshoot network performance and provide monitoring of server platforms, monitor errors and alerts and document as required.
• Server Room maintenance: Server Rack removal and replacements. Software upgrades, patch install, and trouble shooting in cage.
• Maintain file systems and directory structures for secured servers, system health, backups, and optimization..
• Utilizing server applications: Open View, EM7, SMARTS Server, and Port Monitoring tools.
• Nightly data compiled and distributed via email. Ticket and tracking data all entered in Remedy system.
• VERITAS consolidated backup and restore operations with shift turnover reports.

Enterprise Help Desk

Responsibilities:

• Support provided with Active Directory and account management and user domain-password word matters.
• Provide VPN and Network Dial-Up assistance to include connectivity or account activations.
• Provide support for PKI and CAC Card assistance with Litronic 5.5.7 (Digital Signatures, Public & Private Keys).
• Outlook Exchange KVS Vault account management of archived files or storage.
• SMS remote utilized for client PC optimization and software installs, updates, or security patches.

Desktop Support Coach

Responsibilities:

• Monitor and managed rollout technicians with the deployment of Hardware and software for ED4 migration.
• Assistance provided with Lotus Notes archive, Data, and User ID Files in error during migration process.
• Assisted and monitored client data backups and re-image process.
• Conducted desk side orientations for Lotus usage and Microsoft Office Suite.
• Installation of internal web Based applications and network servers.
• Ticket and tracking performed using Remedy.
• Liaison to the corporate client for management, the migration team, and as assurance of a seamless and professional client migration with the best customer service provided.

Technical Operator

Responsibilities:

• Conducting secure tracking and scanning of corporate files via Lotus Notes archived or restored encrypted files.
• Active Directory account setup with user profile management, PC and Laptop adds to Active Directory domains
• Transfer of Archived files for decryption and backup or specialized client access.
• Assisted with custom imaged platforms and HHD encryption with RSA Tokens (Biometrics-Card keys)
• Provided technical assistance to various clients (agencies/organizations) monitored by US Customs.
• Provided assistance local and network printers, memory upgrades and hard drive optimizations.

DSL Tech Support

Responsibilities:

• Provided assistance to residential clients’ wireless routers and firewall configurations found in error.
• Support provided to client Outlook Exchange 2003 account profile settings.
• Creation and maintenance of Active Directory accounts migrated from XP accounts.
• Assisting with the providing of mapping and sharing of secured network drives based on user privilege.
• Support provided for all VPN and Dial-up Remote access matters.
• Remote Service provided via On Command Remote and Windows Net Meeting.
• Ticketing and tracking performed using Remedy, Phoenix, or Mantis depending on department.

Help Desk Support II

Responsibilities:

• Assisted with Active Directory staff account and device management
• Provide phone support for technical matters related to Laptop, Desktop, modems, NIC cards, and network printers.
• Provided support via Remote access for VPN- net end users (ERS Dial-UP, AT & T VPN, and ACE clients).
• Provided administrative support for Outlook POP3 and LDAP Exchange server accounts matters.
• Assistance provided for Microsoft Office Suite. Assistance also provided for Novell Account matters.

Network Specialist

Responsibilities:

• Assisted Field technicians and collocation engineers with circuit activation, cable line errors, DSLAM cards continuity, and Red Backs in central office proper or complete continuity.
• Utilized Sun-Bert Test capabilities, Diamond view to ensure continuity on DSL electronic Loops.
• Supported WAN and LAN DSL Clients.
• Provided professional customer service to the corporate and residential clients.