SUMMARY:

To obtain a challenging position allowing me to use my skills in the fields of computer science and management information systems.

TECHNICAL SKILLS:

Operating Systems: Windows 10/7/Vista/ XP Professional, Sever 2012/2008/2003/2000/ NT, Linux, Android, iOS and MAC OS X.

Office Software: Office 95/97/2000/XP/ 2003/2007/2010/2013 Suites and OpenOffice.

Database: SQL 2000/2005/2008.

Server Management: Exchange 2000/2003/2007/2010 , IIS and Active Directory.

Asset Management: Symantec Discovery and Wasp Technologies.

Virtualization Software: Microsoft Hyper - V, VMWare Workstation and Server.

Antivirus: Symantec + Firewall, McAfee and Windows Firewall.

Backup, Recovery and Restore: Symantec Ghost and Ghostcast Server, Microsoft WAIK and WIM’s, Linux live bootable environment, and Bart PE.

Cloud Management: Azure, Intune and Office 365.

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Help Desk Manager

Responsibilities:

• Provided first - level through tier three technical support for global IT infrastructure supporting employees throughout the U.S. Manage a staff of 2, troubleshoot and resolve hardware, software and connectivity issues for a Windows 7, 10, MAC OS X and mainframe environment.
• Manage the development and implementation of standards, processes, and systems required to deliver high quality and consistent support.
• Manage the implementation of methodologies that continuously improve first call resolution, customer perceptions and foster strong client relationships.
• Assess department performance through various statistical and reporting methodologies. Develop processes to monitor trends based on customer calls, issues, queries and recommend ways to improve the quality of technical service as well as reducing repeat incidents.
• Escalate issues as needed and maintain communication with customer and technical teams. Utilize Remedy to record and track issues.
• Monitored Help Desk customer satisfaction and ratings by developing a Help Desk survey for clients to use.
• Evaluated hardware options to determine best fit in environment as well as reliability and cost. Performed all software and hardware purchasing.

Confidential, Chantilly, VA

Help Desk Manager

Responsibilities:

• Working on-site for the Confidential .
• Supporting various departments in a state of the art environment, located in Silver Spring, MD.
• Created a customized Windows 7 image for fast high-end workstation deployment.
• Regularly check WSUS, Vipre and Symantec antivirus logs to ensure security.
• Coordinate meetings and make recommendations for purchasing hardware and software.
• Purchase and organize software licenses and software.
• Improve technical support by reviewing ticketing system reports, SLA’s, and send out surveys periodically.
• Create and review documentation on processes and procedures; review the documents frequently and make tweaks accordingly.
• Supporting Windows 7 & 8, MAC OS X, Ubuntu and CentOS.
• Leads and mentors 4 engineers in a very fast paced and high demand environment.

Confidential, Mclean, VA

Sr. Help Desk Specialist - Team Lead

Responsibilities:

• WSUS server installation and periodical maintenance.
• Create GPO’s for Office 2010 deployment and Active Directory management.
• PDQDeploy and Track-It software deployments.
• Create, maintain and deploy Windows 7 images. Create scripts to facilitate and expedite deployment.
• Organize documentation on processes, procedures, testing and deployments.
• Purchase hardware, software and manage licensing.
• Track-It ticketing system administrator.
• Implement ITIL strategies to improve customer service, cost savings and continual service improvement.
• Worked closely with HR to facilitate the setup of new hires prior to starting date. Created documentation on the process.

Confidential

Systems Support Analyst, Arlington, VA

Responsibilities:

• Managing hardware and software purchases and recommendations for WPNI, Slate, Foreign Policy, The Root, and Newsweek.
• Mentoring level I technicians and in charge of hiring and mentoring interns.
• Engineer in charge of setting up and maintaining LANDesk, our desktop management software.
• Symantec Ghost, Symantec Antivirus and Symantec System Center usage and maintenance.
• Remote offices support and on call technical support.
• Exchange 2003 and Active Directory 2003 management.
• Microsoft Server 2003 directory management and permissions.
• Avaya Intuity Audix and Avaya Definity G3si administrator.
• Mac support, deployment and maintenance.
• Blackberry configuration and BES administration, Android, iPhone and Windows Mobile devices.
• SOX compliance documentation review, meetings and implementation.

Confidential, Vienna, VA

SR Help Desk Specialist

Responsibilities:

• Working as the only help desk technician servicing 160 employees in a very fast paced environment.
• Responsible for upgrading and running Symantec Ghost server and all computer images.
• In charge of maintaining and updating Symantec antivirus server.
• Lead technician for creating Virtual PC images and deploying to users and or hosting the image on a Virtual server.
• Troubleshoot and maintain all printers and projectors.
• Order and install all computer related hardware, software and peripherals.
• Setup new users with all IT related equipment and software, including phone system setup, and create all accounts for various applications.
• Manage Parature the help desk ticketing system. Write knowledge base articles on common issues.
• Host remote and onsite classroom training for employees. The classes were recorded for future use.
• Create documentation for installation and maintenance of software.
• Researched, implemented and deployed the company’s asset tracking solution.
• Assist remote users with VPN connectivity problems.

Confidential, Washington, DC

Help Desk Specialist

Responsibilities:

• Serviced over 600 users in an extremely fast paced environment.
• Created, deleted, and edited user accounts in Active Directory.
• Administered folder permissions.
• Reviewed the Skytel monthly billing and reported all changes to supervisor.
• Answered phone or went to users workstations to troubleshoot hardware and software related issues.
• Used Remedy, help desk ticketing system.
• Supported PDA’s, laptops, desktops, pagers, printers, ATT Dialer, Cisco VPN, Black Ice Firewall, Norton Ghost, Norton antivirus and Microsoft Office 2003.

Confidential, Fairfax, VA

Help Desk Specialist

Responsibilities:

• Worked on premises for the United Stated Geological Survey supporting over 800 users across the country.
• Email clients were Lotus Notes and Outlook.
• Used Heat help desk ticket tracking system.
• Helped users with HP, Palm and Sony PDA’s.
• Deployed computer images with Norton Ghost.
• Supported all computer hardware software, and peripherals.
• Mixed printer environment: HP, Tektronix and Xerox.
• Installed and supported Office 2000/XP suites.

Confidential, Vienna, VA

Help Desk Specialist

Responsibilities:

• Worked on premises for the Confidential of the Inspector General and serviced 850 users across the United States.
• Was appointed to personally take care of the Inspector General and all upper level management.
• Dynamic environment requiring the ability to multitask.
• Responsible for teaching classes once a month in order to provide training to users and to diminish help desk calls.
• Used Heat help desk call tracking software.
• Supported Office 2000 Suite, Timbuktu remote software, Norton Ghost, Laptops, Desktops, and all peripherals.

Confidential, Lanham, MD

Help Desk Technician

Responsibilities:

• Worked on premises for the National Park Service servicing two buildings and users across the United States.
• Installed, Configured and maintained CC:Mail and Lotus Notes.
• Assisted users via phone, via email and at the user workstation.
• Configure RAS and Cisco client on laptops.
• Installed and configured Novell network client.
• Supported Office 97/2000 Suites.