TECHNICAL SKILLS:

Operating Systems: Mac OS X, Windows 7,8,10, z/TPF, IBM z systems

Software Programs: Active Directory, SCCM, Windows Firewall, SharePoint, MS Office 365, One X communicator, Safe net, Skype for Business, Seagull Driver Wizard, My ID, Asset track, MS Office Suites 2010/2013/2016 (Outlook, Excel, PowerPoint, and Word) Salesforce, CA Service Desk, Remedy, Oracle VM Virtual box, VDA VMWare, Cisco VPN Client, Global Protect, Remote software WebEx, Bomgar, & VNC

Data Bases: Oracle, MS Access

Hardware Platform: PC software and hardware; HP/Dell desktops and laptops, HP Printers, & faxes, CCTV

PROFESSIONAL EXPERIENCE:

Confidential, Fairfax, VA

Computer Operator IV

• Mainframe operations via JCL monitor mainframe for job contention and CPU usage, performed mainframe password resets
• Monitor Data Center and record Data Center temperature readings
• Utilizing Active Directory to manage policies & user objects, enabling/disabling user accounts, administrating accounts, permissions, access rights, and resetting user passwords
• Install various software applications including antivirus, & ensure maintenance of end user workstations and peripheral devices
• Communicate effectively with Programmers, Analyst and Systems Contractors in adherence to Information Security Policy Guidelines
• Troubleshoot network connectivity via phone
• Configured Windows firewall; configured source IP address of interns to destination source IP of Administrative Server, set permissions to allow HTTPS ; port 443, and Deny permissions to restricted websites in accordance to information security policies and guides
• Program NRAS tokens via LDAP & SECDOC Server’s and push certificates via HDE Server for clients working remotely
• Access Blackberry Enterprise Server Client; Remotely wiping Blackberry devices, locate IMEI number of device, log - into Splunk, look-up device and id the owner, log into BES 12 console & locate owner /IMEI, and delete all device data
• Assist clients with connecting to the internet using wired/ wireless Broadband connections to access Cisco Any Connect VPN Client
• Assist clients with remotely connecting thin client to HDE server
• Creating folders via AD groups and assigned read/write permission, disabled/enabled accounts/devices via AD; Windows Server 2012, (M1-mgmt02) server name AD to reset password/unlock account

Confidential, Silver Spring, MD

Desktop Support

• Provide troubleshooting skills to determine problem diagnostically to determine problem and execute resolution for 30k + user’s
• Provide Audiovisual Support to end user for teleconferences; supporting set up delegations, troubleshooting connectivity issues as well as performing routine preventative maintenance support on all Audio-Visual devices specified by the manufacturer and or local operating instructions
• Troubleshoot equipment problems and place service calls with the appropriate maintenance vendors when necessary
• Diagnose and correct equipment malfunctions, network connectivity issues and software glitches
• Install and configure software, Imaged desktops, Thin clients, & Laptops via setting up hardware in assembly line, connecting devices to network via Ethernet, log-in to Domain, configure primary user’s, ran packages, updated Asset track and ensured scannable asset track tag installed on device (deployed a patch to all systems applicable)
• Upgraded server hardware (whole servers or components such as hard drives, memory, & CPU, Utilized patch management software to monitor applications, detect missing network patches & downloading missing patches
• Deployment of Hardware; HDD, Thin Clients, & Laptops
• Troubleshoot HP Printer’s and Fax machines

Confidential, Largo, MD

Help Desk Technician

• Provide support for information technology issues and problems
• Troubleshoot and resolve Tier 1 tickets related to advance technical /connectivity issues in a timely manner and delegated instruction to users
• Provide assistance via WebEx/Bomgar remote access, by phone, email and while utilizing a ticket management system
• Assisted end user’s with installing, connecting & logging into VDA Desktop (VM Horizon)
• Assisted end user’s with how to connect to a remote desktop with-in a virtual environment
• Assisted end user’s with installing PortaPuTTy

Confidential, Washington, DC

PC Technician

• Upgraded Windows Pc’s utilizing Windows 7 Enterprise
• Disabled onboard NIC in the BIOS, and replaced defective card
• Backed up data on external hard drive (HDD) before imaging then restore
• Utilized Command prompt for Disk Part
• Installed, configured, maintained and repaired Server Hardware, PC’s/laptops and printers weekly
• Applied troubleshooting theory to solve technical problems including documentation of solutions
• Documented specs, prepared computer for deployment and transported equipment between locations
• Interacted weekly with customers to ensure resolution of any product issues

Confidential, Silver Spring, MD

Administrative Support

• Adhered to administrative functions, service desk standards & HR support
• Utilizing SharePoint to store, organize and access clients information
• Moved data files; maintained and managed electronic and hard copy (PII) data
• Utilized MS Outlook calendar; created shared files with-in outlook for scheduled task delegated by management
• Utilized MS Excel to create spreadsheets as assigned
• Ensured all request for services were followed-up in a timely manner via email, VOIP telephone, and in person
• Provided excellent communication, documentation, and customer service
• Provided people skills, attention to detail, multi-tasking and professionalism