SUMMARY:

• Professional, detail - oriented IT Administrator with nine years experience in fast-paced IT support role.
• Expertise in problem solving, trouble-shooting, and planning and implementing projects from start to finish as part of a dynamic team.

TECHNICAL SKILLS:

• Windows Server 2003/2008/2012 R2/2016
• Microsoft Office 2007/2010/2013/2016
• Microsoft Exchange/Office 365
• Microsoft SQL Server
• Microsoft Project
• Windows PowerShell
• VMware ESXi / Hyper-V
• System upgrade and migrations
• Microsoft Intune/Azure
• System Backups
• Active Directory
• Share Point management
• Asset Management
• Adopts new concepts quickly

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Tier 2 Desktop Support/System Administrator

Responsibilities:

• Setup and deployed mobile device management(MDM) with Microsoft Intune, created profiles for mobile devices, setup and configured Apple deployment portal. Managed transition to Azure portal.
• Provide Tier II support for 300+ onsite users and 100+ remote user worldwide.
• Identified over twenty computers that could be fixed under warranty and reused saving company $17,000 dollars.
• Overhauled new hire onboard process. Created SharePoint form for HR to fill out. Scripted new user creation process cutting time from +4 hours to 30 minutes saving helpdesk staff nearly 2,000 hours annually.
• Setup and configured Windows Server Update Service for test and production environments, tested and approved updates for windows computers and servers.
• Identified, configured and deployed, Share Point team sites. Setup document libraries and sync’d to local computers.
• Stood up test environment - domain controllers w/failover, DHCP w/failover, and deployment server.
• Assisted in upgrade of VMware infrastructure, added two physical servers and created second cluster, add second SAN to both clusters.

Lead Desktop Support Technician

Responsibilities:

• Lead team of six tasked with providing Tier II on-site support to the Department of Education HQ supporting1,900 employees.
• Meet with IT POCs on weekly basis to ensure deadlines were met and provide updates for ongoing issues.
• Member of pilot program for all major software updates. Work closely with desktop engineering team to ensure patching was completed on all systems.
• Identify problems and develop solutions to improve daily activities for team members.
• Install, configure, and maintain the functionality of Department's desktop and laptop systems, together with the peripheral, software and VOIP telephones.
• Provide end-to-end management of all reported problem.

Functional Analysis

Responsibilities:

• Member of Health Interoperability Exchange Alliance (HIEA) pilot program the nation’s largest integrated health IT system.
• Consulted on federal government contract between Department of Defense and Department of Confidential .
• Share Point manager for division Share Point site. Tasks included helping to develop new work spaces for projects, user permission management, content management, and distribution.
• Drafted HIEA integrated master schedule for fiscal year 2016 and updated weekly.
• Assisted in the facilitation of Joint Exploratory Team for HIEA. Tasks include attending meetings, proposing new topics, and drafting deliverables.

FM-IT Engineer

Responsibilities:

• Development team point of contact. Tasks included escalating issues with the help desk, testing new releases of software, and collecting and analyzing log files.
• Member of team that traveled to customers' sites to install new equipment. Tasks included setup of new servers with OS and needed software, creating custom scripts to deploy software on client computers, configuring output devices per client needs.
• Worked with billing team to resolve any technical billing issues to ensure invoices went out on time and were accurate. Tasks include generating custom reports from SQL database and customization of HTML files to ensure communication with ABC billing server.
• Configured new in-house testing environment with VMware ESXi and Microsoft Server 2012 R2 Hyper-V eliminating the need for multiple servers.
• Spearheaded Share Point project to created knowledgebase for helpdesk to use with troubleshooting customer issues. Task involved setting up new server, installing OS, installing Microsoft Share Point 2010, and creating content for the Share Point site.

Systems Engineer

Responsibilities:

• Served as Systems Engineer for a technology company that provides sales and service for copiers, printers, and network systems.
• Functioned as Network Administrator for both internal and external customers, responsibilities included creating new user accounts, setting up permissions within Active Directory, assisting with daily back-up, and managing domains.
• Installed and upgraded existing OS, including VM environments. Installed all software for end users. Configured Active Directory, with bulk import of users.
• Personally handled all complex installations of hardware and server-based document management software solutions.
• Spearheaded the company's in-house help desk program to resolve issues remotely and prioritize on-site technicians; reduced company expenses by $10k a year while increasing customer satisfaction and lowered average wait times up to 3.5 hours.
• Supported nine imaging specialists, offered product and service recommendations, reviewed proposals, and fielded product questions; helped boost sales by 33% over 2 years.

Tier 2 Customer Service Technician

Responsibilities:

• Provided customer remote assistance; handled troubleshooting and repair of hardware and software problems solving more than 1,000 customer issues.
• Recognized as top performer based on industry key performance indicators, such as average call time, calls per day, and first call efficiency.