SUMMARY:

I have 10+ years’ experience in Desktop and Operations Support. I am seeking a Long Term/Direct Hire opportunity in Incident management, day to day computer support, Datacenter operations and troubleshooting by providing specific hands - on problem resolution using organizational proprietary tools and technologies.

TECHNICAL SKILLS:

Operating Systems: Windows 7, 8.1, 10.0/Server 2012, Red Hat Enterprise Linux o Mac OSX Lion 10.7/Mavericks 10.9/Yosemite iOS mobile device configuration and support

Hardware/Software: Office 365 (w/Skype for Business) Support Outlook 2010/2013, Remedy, HEAT, LANDesk PC Deployment and Desktop imaging (SCCM, USB, PXE Boot, Symantec Ghost) User profile backup and restore (Trans Wiz, Windows Back-Up) Configure Cisco VoIP phones iPhone, iPad, BlackBerry Desktop software device configuration

Systems Administration: Computer Security protocols in a government environment Hands-on experience configuring accounts in Active Directory, Exchange, SharePoint o Users and Groups administration TCP/IP, LAN configuration in a Windows 7 environment Network Printer configuration, Remote Desktop and VPN

EXPERIENCE:

Confidential, Vienna, VA

Service Desk Analyst

Responsibilities:

• Provide day-to-day customer support in a 24x7x365 virtual computing environment for all aspects of cloud computing platform via proprietary ticketing and monitoring systems
• Prioritize and manage service requests, incident management, escalations, and reporting to maintain service level agreements
• Work closely with Confidential technical resources to include OS, Compute, Database, SAP Basis, and
• Network Ops Engineers to resolve issues in a timely and professional manner
• Monitor the status of the cloud computing platform using IaaS Network Operations Center monitoring tools and procedures
• Interact with VMware vSphere client interfaced virtual machines to remedy computing issues i.e. compute, storage, networking and Nimsoft alarms.
• Collaborate with Datacenter Technicians to provide authorized access to the datacenter infrastructure for customer engineers.

Confidential, Washington, DC

Tier II Technical Support

Responsibilities:

• Responsible for imaging all desktops, laptops and tablets organization wide
• Assist with Tier II customer facing desktop support duties as assigned
• SCCM job duties to include selecting a specific office unit’s task sequence running the required script; installing required software e.g. Office 365 from network path if not in image; join to the domain; install hardware specific drivers as needed post imaging; run windows updates.
• Active Directory Add, Enable, Rejoin computer accounts in AD; Assign domain computers to the correct OU within the Confidential domain
• Consult with senior SCCM admin for requirements on a specific image for each organizational unit and follow organizational processes and procedures to perform required job functions.

Confidential

IT Support Specialist, Washington, DC

Responsibilities:

• Troubleshoot user’s desktop computer issues efficiently and in a timely manner
• Interface with Network Engineers to activate ports/switches for new arrivals
• Interface with Telecom Engineers to activate Cisco VOIP phones for new arrivals
• Apple OSX support using system preferences to add remove printers, troubleshoot network connectivity issues, install third party software;
• Write Technical Documentation SOP for Teleconference-PolyCom System, Secure Printing
• Active Directory user and group administration, password resets, user creation, deactivation and group membership permission
• Maintain Museum enterprise printers (HP, Canon, Lexmark, Xerox)
• Set-up new staff, Configure PC and join users to the domain
• Attend Operations/IT meetings as required for museum status and operational support.

Confidential, Lanham, MD

Network Printer Technician - Consultant

Responsibilities:

• Support up to 5,000+ corporate users with printer and networking connectivity issues
• Install, configure and troubleshoot HP network printers in a Windows7 environment
• Lotus Notes 8, Confidential Remedy Incident management, HP-Embedded Jet Direct software
• Print Server Management and configuration, uninstall and reinstall firmware/print drivers
• Install/Repair printer components as needed from OEM (formatter board, HDD, display etc.)
• Assist with PC Refresh on Lenovo laptops, desktops (install software applications, updates)
• Provide back-up support on other projects as needed
• Adhere to bank security policies and procedures
• Use of Cisco VOIP Phones 7962

Confidential, Washington, DC

Computer Support Specialist - Consultant

Responsibilities:

• Assist 1,000+ students, faculty and staff users with password resets, helpdesk issues.
• Troubleshoot Windows7 OS issues i.e. Install all software/hardware driver updates.
• Constant face to face Interaction with users for PC and Mac application support issues
• Collaborate with team members for possible solutions within scope of duties
• HEAT, LANDesk, Agent Dashboard ticketing, remote and call tracking systems
• PeopleSoft account troubleshooting, resolution, access issues, validate employee information
• Troubleshoot and resolve a wide range of technical computer-related problems via phone

Confidential, Washington, DC

Confidential Printers Technical Support

Responsibilities:

• Maintain printer uptime on a daily basis thru troubleshooting Confidential 's Global Web Print Service, incorporated device panel access/administration for problem resolution
• Respond to ticket request via global communication website for printer malfunctions, print queue back logs, toner replacement, fuser installation, ITU belt installation etc.
• Assist IBMers with day to day tasks such as installing new host printers, liaison for print applications and related problems
• Maintain printer supply, conduct inventory, supply usage logs

Confidential, Washington, DC

House of Representatives

Responsibilities:

• PC and Laptop set up and take down on a variety of operating systems and hardware components
• To include XP, Vista, Win 7; Wiping and configuring end user computers.
• Installation of new PCs and printers i.e. Canon, Dell, HP and Xerox in a multi-user environment.
• Attention to House IT Policy's and staff member needs as requested.
• Labeling equipment based on customer defined specs, compiling equipment counts, and reconnecting equipment in new office locations.
• Configured network settings for workstations running Active Directory.
• Teamwork emphasis and collaboration of knowledge among peers.