OBJECTIVE:

Seeking a challenging Senior Helpdesk Specialist/Team Lead or TECHNICAL SUPPORT SPECIALIST or WINDOWS OS MIGRATION/DEPLOYMENT & SYSTEM ADMINISTRATOR position, in which I may utilize my, Data Encryption Security experience.

PROFESSIONAL EXPERIENCE:

Confidential

IT Support Analyst

• Maintained incidents, work orders, Service interactions and task request for the Standard - Operating-Environment and PC Imaging and Migration Deployment of new Equipment and Software OS for Win 7 to Win 10. Also , Office 365 PRO PLUS 2016 AND ONE-DRIVE IN A Cloud Environment for PC and MAC End-Users and IPAD support and for Windows 7, 8.1, and 10 PC environment
• Utilized MS-Access to create Data-Base applications, link Spreadsheets and create a table record description entries (fields) in Access to parse the spreadsheet fields and join it with other databases to create ad hoc reports and queries. Which were late move to a .Net platform to work with other AIS (in-house created applications).
• Provided Tier 1-3 Service Desk team support before escalating to resolve and coordinate requests from End-User Corporate Customer community.
• Provided the highest level of overall customer satisfaction by resolving Incident Tickets in a timely and technically astute manner.
• Processed and coordinated warranty repairs with vendor and contacted support vendors for troubleshooting, repair and warranty issues outside of the organization
• Managed the Asset Management Inventory system for spare parts inventory and replacement laptops, desktops, printers, and monitors(DVI, HDMI and VGA)
• Installed and configured applications on computers and mobile devices for the organization
• Recover devices from customers when defected or Customer Induced Damage.
• Monthly knowledge shares with Service Owners, IT staff, End users and other Support Tiers
• Provide basic End user training for common devices, COTS Software and AIS (AUTOMATED-INFORMATION-SYSTEMS CUSTOMIZED SOFTWARE)
• Provided Microsoft Outlook client support, and where necessary, partner with the Corporate Messaging, Teams and Microsoft Teams in troubleshooting and resolving client or server-based email issues with Office 365 license Corporate end-users
• Coordinated with Corporate SOE Infrastructure management team to provide AD account setup, shared network storage on Office 365 one-drive and other Host Services
• Provide provisioning and de-provisions in Identity and Access Management Operations and Controls utilizing SailPoint.
• Conducted Server and application provisioning techniques on both PC Enterprise Environments and Mainframe using TSO/ISPF/IDMS/IDMS(Falcon)
• Relational Data Base Management Skills with MS Access and MSSQL using the ODBC Driver and creating Queries to search and retrieve Data from different sources Dynamically and Sequentially. Good working knowledge of Active Directory
• Provide Lotus Notes Account Management
• Provide support for the Creation, deletion and modification of exchange resources like Distribution Lists, Shared E-mail account, Shared Calendar and Conference Rooms.
• Provide support for Email configuration and MS office tools.
• Provide requested support for the Creation, modification and deletion of user accounts on Mainframe/RACF Creation and other client applications.
• Add, update, delete Global groups
• Grant System Administrator rights to end-users
• Incident Management
• Troubleshooting of Access Management
• Grant access to Share drives
• Provide Office 365 Support to end-users and mobile phone support, Blackberries, IPHONE and WINDOWS PHONE AND ANDRIOD.
• Provide VIP Classroom Training and One-on-One How-to Consultations “G.E.M” (Go-The-Extra-Mile) service, including personal tutorials, desk-side visits and non-business hour support to End-users and executive.

Confidential, Washington, DC

IT Support Analyst

• Provide on-site technical Customer Support…Tier Level 2, Level 3, and coordinated/supported Vendors to resolve third party software support issues with focus on client satisfaction, service delivery quality and technical excellence supporting corporate/government desktop computer workstations and peripherals in a cross-platform 1500+ end-user Intel-Based Mac OS 10.6.8 ( Yosemite OS X ), 10.9 and Office 365 Cloud Environment for PC and MAC End-Users and IPAD support and for Windows 7, 8.1, and 10 PC environment also provided support, Bit9 parity, Bit Locker, App Locker,
• Coordinated Incidents and task orders for Office 2007 to Office 2016/O365 migrations and complex troubleshooting support efforts. Also provided, Active Directory Support with ADUC, adding end-users, computers, printers, creating files shares, deleting computers from the domain, password resets, lockouts etc. Also, cost and benefit analysis of current existing systems VS. New Systems integration.
• Diagnose and Troubleshoot Incidents and Task Order Tickets utilizing SERVICE NOW (IT SNOW) responsively in person, or remote using various remote application software, such as Remote Desktop 0r MSTSC by telephone, AND SENT INSTRUCTIONAL SETS BY via e-mail) in a timely and RESPONSIVE accurate process, and provide end-user assistance when-ever required. Also update the Service Interactions, Incidents, Task Orders and RITM in SERVICE NOW Ticketing system after resolving the trouble tickets of the client.
• Used ITIL SUPPORT processes and procedures for Incident and Workorder/Task Order Management and Asset Management, AND enterprise applications with PEOPLESOFT BEELINE PRODUCT to gather information on new hire’s for the organization and prepared Laptop’s and Desktop’s selected by the organization for the new hire’s .
• Over 15+ years enterprise client/web-based applications Microsoft Outlook 2010, Office 2010, AD, Skype for business, HP, Lenovo, and Dell computers and peripherals
• Created and updated Standard Operating Procedures documentation (Intranet FAQs, User guides, Standard Operating Procedures, Knowledgebase) for IT supported services and applications and identified current operational process inefficiencies and provide recommendations for stellar improvement.
• Utilized the AVAYA OR CISCO IP PHONE SYSTEMS to login for time management, receiving calls on the helpdesk, transferring the calls to different tier groups and for creating incidents or tickets for the helpdesk enterprise environment.
• Implemented and provided on-going IT Infrastructure operational support upgrading operating systems releases, upgrades, service pack installations, bug fixes, security updates, or all updates to OS and In place system change activities to include printer and network performance monitoring, troubleshooting, and streamlining for all end-user systems.
• Build new systems (laptop and desktop). For IMF customers
• Serve as Tier 2 support to the help desk to resolve desktop system issues as reported by the end-users.
• Also Identified ITIL or infrastructure solutions for network security (Virus Removal) and provide Spyware, Adware. Malware for, virus protection.
• Ensured and provided Quality Assurance to follow up with customers in the form of email communications and in person on timely IT status issues updates to client and my IT management.
• Share and train IT Desktop peer(s) to in methodologies learned and IT knowledge acquired to other cross-functional teams to leverage best practices.
• Assist customers with identifying and specifying hardware and software needs to address business requirements, aligning with IT standards where possible.
• Knowledge of server hardware, software installation and maintenance, in coordination with Corporate IT (e.g. SAN/NAS storage, Network).
• Knowledge of network implementation and maintenance, in coordination with Corporate IT (e.g. routers, switches, wireless).
• Installed Cat-6 Ethernet Cables from Cisco IP Phones to Laptops and Desktops for the IMF organization.
• Provide help desk, mainframe and desktop support to serving the IMF organization.
• Utilized ITIL Ticketing Systems such as CA service desk, BMC Remedy, and Service Now (IT SNOW)
• Provided NOC support in the IMF by sending out broadcast messages when the servers where being upgraded or patched.
• Used JCL (job-control language to run COBOL PROGRAMS
• Installed, configured and troubleshoot VPN (with cisco and pulse secure) connectivity problems for end-users.
• Perform imaging and conditioning of all IT equipment.
• Provisioned new laptops and desktops, including imaging, user configuration, and software installation.
• Monitored and Resolved with QA Tactics, daily ticket flow to make sure all issues are properly researched, updated, resolved or escalated.
• Applied troubleshooting techniques and technical knowledge to identify the severity of the problem and perform needed steps to resolve the issue.
• Documented all reported problems, requests, questions and resolutions in Standard Operating Procedures and Technical Deskside References.
• Applied and utilized verbal and written communication skills, to foster excellent problem solving and analytical skills for Incident/Work-order Management to streamline efficiency.
• Supports projects in other functions as directed by Technical Analysts

Confidential, Washington,DC

Executive IT Support Analyst

• Provide on-site technical Customer Support, Vendor Support and Executive support with focus on client satisfaction, service delivery quality and technical excellence supporting corporate/government desktop computer workstations and peripherals in a cross platform 1500+ end-user Intel-Based Mac OS 10.6.8 ( Yosemite OS X ), 10.9 and Office 365 Cloud Environment for PC and MAC End-Users and for Windows 7, 8.1, and 10 PC environment also provided support, Bit9 parity, Bit Locker, App Locker, Office 365, and Active Directory Support and also cost and benefit analysis of current existing systems VS. New Systems integration\
• Experience with installing, configuration and troubleshooting CISCO and JUNIPER clients for end-users at the IADB.
• Installed and Configured the Citrix Receiver client to connect clients to the Citrix Server in the organization
• Used ITIL processes and procedures for Incident and Workorder/Task Order Management and Asset Management.
• Utilized ITSM knowledge and experience for Service-Now.
• Used/ installed the “.NET Framework application platform” to run visually stunning and required user application experiences, seamless and secure communications and assisted programmers in modelling a range of business processes.
• Installed the Oracle client version 11g to access AIS SQL Databases for the clients RDBMS.
• Provide UBUNTU OS Support with the Unity Desktop Environment for Linux OS end-users.
• Provided Network connectivity assistance with Windows network server backup rotation, Windows network account maintenance, and activation of data jacks.

Confidential

System Support Engineer, VA

• Diagnoses and troubleshoots basic problems with individual or multiple computer systems in order to maintain proper functioning; resolves issues including contacting and assisting vendors, within an Enterprise Environment with 2000+ micro-computer end-users. Provide entry-level admin back end/server support (preferably Windows Exchange 2007 servers and some VMWare Virtualization) support with a Proven track record of solving level 1 & 2 helpdesk problems, as well as some capabilities for level 3 skills
• Adapt and foster Identity management principles using single-sign-on and MFM (Microsoft Multi-Factor-Authentication for End-User-Identity verification for Office 365 cloud services.
• Document and process / procedures for building the above mentioned McAfee components
• Provide training to client resources
• Create SOP‘s to follow Change Management procedures for approval. And for new systems for Technical Deskside Reference.
• Installed and Configured the Citrix Receiver client to connect clients to the Citrix Server in the organization
• Provided Lotus Notes 8.5.2 client Installation, and Outlook 2013 configuration and Technical Support on all functional aspects of Lotus Notes 8.5.2 and account creation, Lotus Notes Database access.
• Perform the operational duties for implementation of Software/Hardware upgrades, PC-Refreshes, OS Migrations, Software and Hardware upgrades, and system monitoring for QA purposes.
• Using SCCM for Lite Touch and Zero Touch Migrations and to push out patches and other needed updates.
• Assist with computer studies, projects, and implementation of policies throughout area of assignment and work with the Network Operations Center, Security, Helpdesk, and project management teams on IT Infrastructure projects for fine tuning and upgrades.
• Experience with installing, configuration and troubleshooting CISCO and JUNIPER clients for end-users at the IADB.
• Installed and Configured the Citrix Receiver client to connect clients to the Citrix Server in the organization
• Used ITIL processes and procedures for Incident and Workorder/Task Order Management and Asset Management.
• Utilized ITSM knowledge and experience for Service-Now
• Review new IT technology trends using Business Systems and Analysis Life Cycle processes
• Assist in the design and development of standardized operational management reports in order to identify issues or monitor computers.
• Researches, analyzes and provides hardware/software quotations, ordering information and other purchasing information to users to assist in ordering needed equipment.
• Work with other IT Infrastructure Team Members to integrate new systems into the production environment utilizing time management principles to manage timelines and helpdesk metric productivity.
• Setup and manage Test Beds of decommissioned equipment Systems for Patch management, updates and policy changes in a lab environment
• Perform tasks such as (and not limited) to hardware and software configuring of Servers, Desktops, Phones, Video conferencing units, PDAs and Laptops; Setting up users with hardware devices and various software applications; and deploying operating systems on to each Desktop/Laptop/PDA.
• Primarily work on Help Desk Break/fix requests, occasional project assignments and Server System Administration (with guidance from Team Lead).
• Provide on-site technical Customer Support, Vendor Support and Executive support with focus on client satisfaction, service delivery quality and technical excellence supporting corporate/government desktop computer workstations and peripherals in a cross platform 700 end-user Intel-Based Mac OS 10.6.8 ( Yosemite OS X ) and for Windows 7, and 8.1 PC environment also provided support, Bit9 parity, Bit Locker, App Locker, Office 365, and Active Directory Support and also cost and benefit analysis of current existing systems VS. New Systems integration
• Provided technical desk-side support for MS Office 365 and Microsoft Office 2016 for the MAC products in an enterprise environment with basic account creation and administration. Included the creation of Office 365 E-mail Set-up, Calendar, MS Office suite and Microsoft Lync Instructions for Windows Systems and provide One-on-One How-to Consultations to assist users with the first time login and setup of Office 365 Suite products in a production environment. Professional and production knowledge of the Microsoft Office suite, including SharePoint, OneDrive, and Skype for Business and Microsoft Project and Visio.
• Strong written and verbal communications skills, with ability to translate technical information for users at any level of technical expertise