TECHNICAL SKILLS:

Microsoft Office 365, Lotus Notes, MS Office for Mac, Exchange Server 2003/2008/2012 , Windows Server 2003/2008/2012 , Windows 7/8/10, Mac, Wireless/LAN Network Configuration, Symantec Ghost, Remedy, Heat, RSA SecurID, PC/Printer Repair, Citrix Receiver, break - fix, Cisco VOIP phones, GoToMeeting, MS Live meeting, VPN, Blackberry Enterprise Server, SharePoint, VMware, SQL Server Management Studio, Mobile Iron, Checkpoint Endpoint Security, PIV card, SCCM, Adobe products, Avaya, Cisco Jabber, CMA Desktop, SAS, RingCentral, Audio/Video conferencing, Web Analytics, LANrev, Smart phone (Android, iPhone, Blackberry, and Windows Mobile), Strong interpersonal skills and high degree of initiative, Flexibility and adaptability to work in a fluctuating environment, often under pressure, provide a broad range of services, Ability to prioritize assignments, work with accuracy and numeric facility, and apply practical problem solving-skills

PROFESSIONAL EXPERIENCE:

Confidential, Bethesda, MD

Service Desk Engineer

Responsibilities:

• Provide timely, efficient, and courteous service to Confidential ’s Support desk and 2000+ clients nationwide
• Provide Tier II/III on-site support to Confidential ’s DC Region offices which includes travel, conference and meeting support
• Support the Windows desktop environment; PC imaging, application packaging, printing, patch roll­out, & change management support for employees located in 50 offices nationally, as well as employees on the road and at home via hands-on and remote support
• Troubleshoot hardware, software, and network related issues for Mac, Windows (7,8, 10), RingCentral VOIP phones, Smart Phones, Tablet, and various PC peripherals
• Support Confidential desktop hardware, operating systems and software including office productivity, Salesforce CRM, and other applications
• Facilitates the process of employee on­boarding, transfers, and terminations by managing the delivery of or repurposing appropriate company equipment, software, and access control required for any new user or change requests.
• Document procedures in Dell KACE to ensure an appropriate audit trail of activity
• Support desktop maintenance, inventory, software distribution and security maintenance (i.e. virus updates and patch management)
• Support Active Directory, GPO, Security groups and Network Access Control
• Participate in weekly team meetings, reporting on issues such as service complaints, open tickets, high-touch items, and escalations. Provides recommendations on how to improve the service delivery of the Desktop Support Team
• Support Confidential (i.e. Windows 10, Microsoft O365, Adobe products, Salesforce, Dell KACE, Citrix ShareFile, EMC SourceOne, ProofPoint, VMware, Symantec Desktop Encryption)
• Help manage, update, replace, and operate infrastructure components at regional sites, such as SonicWall firewalls, Meraki AP, Dell servers, and backups.
• Assist Network and Systems Engineering staff in ad-hoc and project based initiatives as requested

Confidential, Bethesda, MD

Remote Support Specialist

Responsibilities:

• Provided Tier II/III Remote Support to Confidential ’s approx. 19,000 clients Worldwide
• Troubleshoot hardware, software, and network related issues for Mac/PC/VOIP phones/Smart Phones/Tablet/PC peripherals
• Supported GOOD mobile app
• Supported desktop maintenance, inventory, software distribution and security maintenance (i.e. virus updates and patch management)
• Supported Active Directory, GPO, Security groups and Network Access Control
• Participated and contributed to the User Acceptance testing
• Supported NIH proprietary and Confidential software (i.e. Microsoft O365, Adobe products, Cisco applications, Parallels for Mac OS)
• Troubleshoot PIV card on Mac OS and PC
• Troubleshoot Cisco AnyConnect VPN on Mac and PC

Confidential, Washington, DC

E2 Specialist

Responsibilities:

• Provide Tier II Support to Confidential Group’s Global support center supporting over 20,000 clients Worldwide
• Troubleshoot hardware, software, and network related issues for Mac/PC/VOIP phones/Smart Phones/Tablet/PC peripherals
• Troubleshoot and manage Windows Enterprise account access
• Support proprietary and Confidential software (i.e. Microsoft O365, Adobe products, Cisco)
• Manage and Troubleshoot RSA SecurID
• Troubleshoot Cisco AnyConnect VPN, Citrix, and Mobile Iron remote access

Confidential, Washington, DC

Information Systems Analyst / Service Desk Analyst

Responsibilities:

• Provided Tier II/III support to Colliers DC Region and Tier I/II Remote Support to Confidential approximate 16,000 clients
• Imaged Dell laptops with Windows 7/8/10 per Colliers standards (installing SCCM, McAfee, Direct Access and Citrix)
• Created, configured and managed user accounts, email accounts and distribution list, and Security Groups utilizing Active Directory (Windows Server 2008/12)
• Supported Confidential software (i.e. Microsoft O365, Adobe products, CoStar)
• Managed Colliers DC Region Server, Printer Server and Meraki access points
• Performed data backups and data migration to new computers
• Purchase advisor / Submit requisitions for DC region / Coordinated with vendors to fulfill Broker technical request
• Performed Network/Server hardware and software updates
• Provided technical support for briefings and web meetings
• Troubleshoot issues with DC Region’s SharePoint site
• Managed access to DC Region’s SharePoint site
• Troubleshoot hardware, software, and network related issues for Mac/PC/VOIP phones/Smart Phones/Tablet/PC peripherals
• Managed Computer Inventory for Colliers DC Region Offices
• Assisted with Checkpoint Firewall updates, VSP server implementation, Server rack mounting and Patch cabling
• Created, configured and manage user accounts, distribution list, security groups utilizing Active Directory
• Troubleshoot user issues for Colliers Websites and applications

Confidential, Washington, DC

IT On-site Level III Support Technician

Responsibilities:

• Provisioned Dell Windows 8 laptops
• Planned and developed Windows 7 image based on Confidential Training Center’s standards
• Configured HP Wireless Printers
• Configured laptops for wireless networks on non-broadcasted/hidden Confidential
• Assisted with implementation of Confidential Training Center’s Wireless network
• Troubleshoot issues with wireless connectivity

Confidential, Washington, DC

Contractor

Responsibilities:

• Migrated client’s laptops and computers data from Dell Windows XP to HP Windows 7
• Staged client’s desktops, laptops, docking stations and network printers
• Provisioned HP laptops and desktops per Confidential standards
• Imaged HP computers utilizing Symantec Ghost
• Installed and configured Confidential (O365, Adobe apps, Dragon 11.5 pro, People soft, Checkpoint)
• Ensured SCCM patches were successful
• Performed installations through refresh / replace methods

Confidential, Washington, DC

Training Course Administrator

Responsibilities:

• Assisted clients of all levels including upper level management with newly issued Lenovo computers, Windows 7, MS Office Suite and lotus notes v8.5.2 through on-site visits, scheduled trainings, technical issue resolutions and Remedy ticket escalations.
• Performed Quality Assurance checks on Lenovo PC’s and laptops to ensure image, patches, updates,
• Attended daily status meeting to give update of desk side visits and issues
• Troubleshoot network, software and hardware issues for Confidential
• Keep track of client visits and issues in Access database and Remedy

Confidential, Washington, DC

Helpdesk Specialist

Responsibilities:

• Provided Tier III support to approximately 3500 clients via email, phone and on-site visits
• Provisioned and managed client computers
• Provisioned, managed, and troubleshoot PKI cards
• Image Confidential and laptop per Confidential standards
• Performed software installs / upgrades
• Install and manage SCCM
• Troubleshoot hardware, software and network related issues
• Performed backups and data migration
• Troubleshoot, repaired, installed, upgraded Confidential and proprietary software
• Utilized Active Directory to manage computers and user accounts
• Effectively communicated with employees and end-users of all levels

Confidential, Washington, DC

Helpdesk Specialist

Responsibilities:

• Provided support to internal and external Financial Management Systems (FMS) clients via email, phone, in-person visits, and fax.
• Provisioned and managed client accounts, bank accounts, user id’s, and profiles for FMS utilizing Oracle E-Business Suite which required high degree of detail orientation
• Recorded and documented all FMS Helpdesk related issues utilizing Rational ClearQuest issue tracking software.
• Managed Confidential financial aid hotline and directed inquires to appropriate points of contact.
• Ad-hoc: monthly reports, queries and research utilizing Oracle E-Business Suite applications
• ITIL V3 Foundation Certification
• Ensured FMS Helpdesk compliance with several time sensitive SLA’S

Confidential, Washington, DC

Helpdesk Specialist

Responsibilities:

• Provided Tier I-III support to office of approx. 40, clients nationwide
• Provisioned new computers and network printers
• Performed software installs and hardware upgrades
• Managed, configured and troubleshoot hardware/proprietary software/ LAN/WAN network issues for pc, laptop, VOIP phones and peripheral devices (including not limited to blackberry, scanners, Android, iPhone, projectors, and video cameras)
• Performed backups and data migration to new computers
• Basic software development (C+, .Net, Scripting), proprietary software testing and Q&A
• Utilized VSS, DreamWeaver CS5, Flash, javascript, and SQL database management to update and manage several websites respectively
• Purchase advisor / Submitted requisitions for parts
• Implemented and edited batch files
• Managed, developed and presented training materials and presentations for staff of all levels including senior on new proprietary and Confidential software
• Provided technical support for briefings, virtual meetings, and ASPH’s annual meeting
• Constructed quarterly web analytic reports
• Troubleshoot Exchange/BES email clients
• Coordinated with vendors
• Utilized Active Directory to update ASPH’s Friday letter listserv
• Effectively communicated with employees of all levels
• Confidential (i.e. MS O365, MS Sharepoint Developer, Adobe Creative CS5, VMware, WebTrends and Citrix)
• Assisted with Windows 2008 implementation, VOIP setup, Server mounting and Patch cabling

Confidential, Washington, DC

Helpdesk Tech

Responsibilities:

• Provided Tier I & II support to approximately 300 users utilizing Track it ticketing system
• Provisioned and managed Active Directory accounts, computers, printers and GPO
• Assigned, configured and managed email accounts utilizing Microsoft Exchange 2003/2008
• Assigned, configured and trouble shoot VOIP, 3com phones
• Troubleshoot hardware, software, and network related issues for Mac/PC/peripherals
• Imaged, configured, and tested Confidential for new users
• Migrated users to new desktops
• Troubleshoot LAN/Wireless connections
• Performed software installations, memory upgrades
• Assigned, configured and managed Blackberry devices utilizing Blackberry Enterprise Server
• Troubleshoot, assigned, and managed network printers
• Confidential (MS Office Suite and VNC)

Confidential, Greenbelt, MD

Senior Helpdesk Specialist

Responsibilities:

• Provided Tier I support to approx. 11,000 users utilizing Remedy and Heat tracking system
• Assigned, configured, managed VPN, Exchange, and POP email Troubleshoot wireless, POP-email, Exchange email and various proprietary software issues for Mac, and Windows
• Utilized Active Directory to provision user accounts, email accounts, manage passwords, and GPO
• Provisioned, managed and troubleshoot RSA Secure Token.
• Created, managed and troubleshoot VPN accounts utilizing Cisco Confidential

Confidential, Washington, DC

Helpdesk

Responsibilities:

• Provided Tier I support to approximately 3,200 users nationwide utilizing Heat tracking system
• Troubleshoot a myriad of unique proprietary software applications, web applications, hardware, and peripherals including Blackberry and Palm
• Escalated and assigned tickets utilizing Heat ticketing system
• Configured and tested laptops for new users
• Assigned, configured, and troubleshoot RSA token