EMPLOYMENT HISTORY:

Confidential

Tier II Desktop Support Technician

Responsibilities:

• Sole Confidential technician assigned to Confidential ’s Enterprise Information Services (EIS) group at the Colorado Springs Regional Office
• Provided technical support to employees whether they work from the office, alternate office, home, or other off - campus sites
• Worked incidents and tasks using ServiceNow IT Service Management ticket system
• Replaced one-third of equipment annually for the Desktop Refresh Program (DRP)
• Imaged laptops, tablets, workstations, and thin-clients with various methods such as network preboot execution environment (PXE), Dual layer DVD and usb external drives
• Configured and supported Windows XP, 7 and 8.1 as well as all Mac OS X versions
• Configured TCP/IP addresses for machines with DHCP and printers with static IP
• Re-imaged and configured systems from redeploy account for reuse
• Setup various virtual machines using VMware Fusion, VirtualBox, as well as Virtual XP
• Maintained conference room, training room and visitor office readiness as well as a mobile computer cart of loaner laptops for special events and travel.
• Conducted IT resource management of over 3000 assets throughout their lifecycle of receiving, validation, installation, moves, redeployment, sanitization and disposal.
• Sustained contract, group mission, as well as customer satisfaction while shorthanded
• Filled in for Tier 1 Help Desk phone support taking calls via Auto Call Distributor (ACD)
• Troubleshot Common Access Cards with Joint Personnel Adjudication System ( Confidential ), Confidential Root ECA Certificates, ActivClient middleware, Air Force Outlook Web Access
• Managed Active Directory (AD) nodes via Directory and Resource Administrator ( Confidential )
• Used McAfee ePolicy Orchestrator ( Confidential ) for encryption/decryption of laptops, tablets and recovering encryption logon accounts.
• Migrated data via Windows Easy Transfer. Used custom Win PE live disk to bypass encryption in order to recover data on machines with Corrupt OS or failing hard drives.
• Completed XP End of Life Project in 2014 moving all machines in use not currently scheduled for replacement from Win XP to Win 7
• Authorized Service Provider for HP hardware repairs on desktops, laptops and printers covered under warranty
• Performed break/fix work for IT services not covered under contract, or warranty.
• Setup and configured IBM Lotus Notes 6.5, properly created and moved ID files, reset passwords, and performed data migration. Assisted customers with migration to Outlook
• Utilized LANDesk Management Suite, to remotely connect to machines, deploy software, and gather information on systems
• Assisted customers with troubleshooting issues encountered while using Cisco Anyconnect VPN software, Citrix Virtual Desktop sessions, and their SecurID RSA tokens
• Identifies unsolved problems and reports to backend support, e.g. networking, imaging, exchange groups and tests applications for solutions
• Provisioned and supported Android and iPhone devices

Confidential

PC Technician

Responsibilities:

• One of three technicians who set-up 450 CPU towers, 50 laptops, and 500 monitors in the required three week timeline.
• Unboxed over 1000 computer items and readied them for staging.
• Re-imaged all computers with Ford's custom Windows 7 operating system
• Deployed all newly imaged computers to each cubicle.
• Migrated and installed generic and proprietary software and email from each user profile to each new workstation.
• Removed all old pc equipment and stored for disposal.

Confidential

Local Area Network (LAN) Support Analyst - Level I

Responsibilities:

• One of two workers scheduled for 2nd shift and weekends, supporting all 50th Space Wing and tenant organization personnel for Schriever AFB’s NIPRnet.
• Took calls via Confidential Automated Call Distribution (ACD) agent
• Performed remote administration of machines and oriented customers via the use of Microsoft Terminal Services Client (MSTSC) and Windows Remote Assistance (MSRA).
• Recognized and analyzed outages and other trends affecting overall network availability and validated with the Network Operations Center (INOSC)
• Coordinated efforts of VIP issues and major outages with Comm Focal Point and individual connectivity outages with Infrastructure team for possible port security issues
• Assisted users with outlook profiles, personal folders and security certificates.
• Documented all calls and incidents through Remedy Action Request System database.
• Monitored ticket queue half of shift and reported onsite for issues that were unresolveable over the phone during other half.
• Imaged machines with Air Force Windows 7 standard desktop configuration (SDC)
• Corrected non-compliant machines needing anti-virus and software updates
• Performed hardware and software troubleshooting for all printer issues
• Manned front desk for Common Access Card PIN resets, broadband card troubleshooting, Virtual Private Network (VPN) problems and wireless connectivity.
• Monitored LAN Help Desk workflow mailbox for processing of DD2875 System Authorization Access Request (SAAR) forms via Net IQ Directory and Resource Administrator ( Confidential ) and Active Directory Users and Computers (ADUC).
• Also monitored mailbox for processing Digital Software Load Requests, Network Printer requests, Boundary modifications and Base Announcements.

Confidential

Technical Analyst

Responsibilities:

• Team player of 45 agents supporting 70,000 New York City Confidential employees consisting of Executive Directors and administration, Superintendents, Principals, Deans, Secretaries, Teachers, and Custodians.
• Served as backup agent to the United States Postal Service for all postal facilities when call volume is extremely high.
• Manned phones for technical support inbound calls and processed each call through the Remedy and BMC Magic ticket databases.
• Resolved or escalated technical issues with physical and wireless internet connectivity, Windows and Macintosh workstations, local and networked printers, software configurations, and user authentication and email accounts and profiles.
• Used Remote Desktop, NetMeeting, Active Directory/Active Role Server, and Blackberry Enterprise Server Manager to aide in troubleshooting.
• Assisted users blindfolded when remote connectivity is not allowed or available.
• Coordinated with and escalates tickets to server management, warranty department, local field representatives, and other responsible groups/desks.
• Processed 50+ calls per work day, with an average call handle time of 8 minutes.

Confidential

Admin Tech Specialist

Responsibilities:

• Procured information technology assets such as hardware, software licenses, telecom equipment, and services such as equipment maintenance and support, training and travel arrangements via means of purchase orders, credit card, and petty cash.
• Handled purchasing assignments from Help Desk generated customer service requests.
• Produced order requisitions for assets and services valued over $5K before final purchase orders authorized by the County Procurement office.
• Submitted contracts for review by executives, procurement officials, and attorney.
• Produced change orders to minimize the need to create more than one purchase order for vendors routinely used.
• Updated ledgers on spreadsheets for accounting lines purchased from.
• Requested vendors quotes, set up new vendors for the JD Edwards financial database.
• Created department invoices requiring bill-back, updated accounts receivable ledger.
• Created and maintained a newly devised relational database that consolidates valuable information for auditing inventory and backorder items.
• Received purchased items from shippers and made notification of arrival.
• Collected and prepared outdated equipment for surplus and destruction.
• Full responsibility of managing 190+ BlackBerry wireless handhelds for all departments throughout the County by means of purchasing and testing equipment, voice and data plan set-up, billing account updates, disputes, and service termination, phone number porting between wireless carriers.
• Ensured availability of all device’s cellular service by means of maintaining vital plan information via relational databases.

Confidential

Commander's Support Staff team member (administrative assistant)

Responsibilities:

• Directed and controlled management and distribution of unit personnel performance reports as well as awards and decorations
• Data entry for personnel information, Duty Status Updates, Leave Monitor, Monitors Transaction Registers, Tracks personnel feedback sessions
• Functional Area Records Manager (FARM) Manages unit files and records clerks
• Processes travel orders and arrangements, Maintains organization calendar, Unit Fitness Program Manager, Airman Promotion System Monitor, in- and out-processes personnel, Prepares commander's call and staff meeting slides, Urinalysis Trusted Agent, Self Inspection Checklist Manager, Postal management, manages unit recall roster

Workgroup Manager

Confidential

Responsibilities:

• Organization’s first line of support in resolving issues with computer systems from the workstation to the building switch.
• Operates, troubleshoots and maintains PCs with the Windows XP, NT, 2000 Operating Systems and the Microsoft Office Suite
• On average, responsible for management of over 200 user accounts, 180 workstations, 35 printing devices, and the organization of 35,000 files.
• Ensured Department of Defense security policies and certifications were implemented and maintained.
• Coordinated with base help desk to set-up new workstations and troubleshoot any unusual problems.
• Organization intranet webpage manager
• Managed IT assets as an Automatic Data Processing Equipment (ADPE) custodian
• Trained several immediate subordinates well above par on their general computer, web master, and workgroup administration skills.