OBJECTIVE:

To obtain a position as a Server Administrator/Desktop Tier2/Telecom Specialist so I can utilize my skills to continue my iPhone, Blackberry Training and Server Administration with Excellent Customer Service.

SUMMARY:

• Disciplined, well - organized IT professional, adept at problem solving and quickly learning new tasks
• Over 17 years of Microsoft Exchange Server Administrator
• Detailed tracking and reconciliation of technical and financial data
• Imaged Desktop/Laptops iPhone, iPad
• Citrix
• ITIL Best Practices
• Maa’s360 Data Management System
• Print-and-web-based training with user documentation
• Configured Desktop technical issues to include account administration, software installations and hardware configurations
• Blackberry activations/troubleshooting of all model devices
• Knowledge of Blackberry Data/Features/Plans
• Knowledge of Verizon My Business Account
• Maintain Wireless Request Portal for Blackberries
• Replaced Network/Local printer Tone cartridges
• Blackberry Enterprise Server Software Version 5.5 Essential and Confidential 10, 12 Server
• Blackberry Tips and Tricks training classt
• Experienced with working in a team environment
• Certified Help Desk 2000 Professional Workstation/Server, A+ Core, Network w/TCPIP
• Excellent Customer Service Experience
• Ability to work with minimal supervision
• Microsoft Office Professional Plus 2010
• SharePoint
• Office 365
• Prism Training
• Lync monitoring tool
• Department of State Task Force

TECHNICAL SKILLS:

OPERATING SYSTEMS/PROTOCOLS: MS-DOS, Windows 3x/9x, Novell NetWare, Windows Networking, Windows NT 2000, Windows NT4.0, Windows 2003, XP, Vista, TCP/IP, IPX/SPX, NetBEUI, Apple Talk, HTTP, SMTP, DNS, FTP, WINS, DHCP, WI-FI, Windows 7, Windows XP, MAC, Windows 8, Windows 10.

HARDWARE: All models of Blackberries ATT 9000, 8900, 9700, 9360, Verizon 8330 World Addition, 9630 Tour, 9650 Bold, 9930 Torch, 9900 T-Mobile, Z10 Swipe, Q10 Full Keyboard, 9860 Torch, Sprint/Nextel and varieties models of Cell Phones Verizon/Sprint, Broadband Cards, iPhone, iPad, Android

SOFTWARE: Blackberry Enterprise Server 4.12.25/ 4.1.6.14/5.01/ 5.5 and 10. Exchange 3.3, 5.5, Microsoft Office Suite 97, 2000, 2003, 2007, 2010 Pro, Visio 2010, Microsoft Office OneNote 2007, GroupWise, Lotus Notes, Adobe Acrobat 9 Pro, Adobe Photoshop, Adobe Flash Player 11, Remote Desktop Authority, Remote Desktop Management, PCanywhere, Windows XP Terminal Server, Symantec, Windows NetMeeting 3.01, Microsoft Management Console 2.0 version 5.1, Remedy, Support Magic, McAfee Ticket System, Heat, Confidential, Track-IT, Blackberry Desktop Manager, PKI, Project 2010 Pro and Rosetta Stone Speech Features, Java, and DC Stars, Deep Freeze, LogMeIn Rescue, CA Service Desk Manager, Office 365, Microsoft Lync, Prism, SharePoint, Maas 360 Mobile Device Management (MDM), Prism, UPass, Citrix, IE8, IE9, Firefox

PROFESSIONAL EXPERIENCE:

Desktop Analysis Tier 2/Blackberry Wireless Specialist

Confidential, CA

Responsibilities:

• Provided desk-side assistance to 10,000 end users. On a variety of issues related to Confidential (CA) applications, hardware and Blackberries.
• Responsible for logging all incidents in Remedy ticketing system
• Responsible for Desk’s Service Level Agreements
• Required to check Remedy for new tickets on regular bases. Assigning tickets to myself following-up with each customer via email and voice message.
• Responsible for promptly responding within 15 minutes of the arrival of the ticket.
• Responsible for finding quick solutions in the Service Desk’s knowledge base, or Googling exact error message. I accurately document all troubleshooting steps in Remedy with a resolution to resolve or close ticket
• Utilize ITIL best practice for incident management, change management to deliver business expectations with excellent customer service skills
• Ability to make sound judgment when deciding whether to continue troubleshooting or escalating to next technical support teams.
• Responsible for re-imaging if all Windows 7 workstations with CA images or Departmental images
• Responsible for adding and updating accounts in Active Directory
• Responsible for monitoring all Blackberry request in remedy call queue
• Responsible for all Blackberry break fix and upgrades
• Responsible for all escalations of Blackberries for Division Chief, Directors, Duty Directors, Program Mangers and senior front office staff
• Maintained Blackberry Enterprise 10 Server creating, activing, adding and removing accounts at the request of our GTM Darrell James
• Responsible for providing step-by-step instructions related to voicemail resets, Blackberry activations, resetting devices to work internationally and domestically. Walking customer through making sure both device/workspace and opeNet passwords are synced

Desktop Analysis Tier 2

Confidential

Responsibilities:

• Provided telephone and email support to 20,000 end users. On a variety of issues related to Patent and Trademark.
• Required to follow the call script in a manner which complies with management expectations.
• Responsible for promptly and courteously with a focus on efficiently and effectively troubleshooting and reported issue.
• Responsible for quickly finding solutions in the Service Desk’s knowledge base, comprehend and retain the content and accurately documenting all troubleshooting steps
• Must make sound judgment when deciding whether to continue troubleshooting or escalating to next technical support teams.
• Responsible for making sure Microsoft Windows XP, Windows 7, Microsoft Office Suite 2003, 2007, 2010 and Active Directory, Java, Internet Explorer was properly working for all end user’s workstations.
• Must be a good listener
• Required to work varies shifts depending on customer needs Monday-Friday 5:30AM - 12:00AM weekends as needed.
• Responsible for connecting to user’s UL/Laptops using PCAnywhere
• Provide ITIL concepts and language on every call making sure customer receive top notch support.
• Required to understand the different types of Patents and Trademark for public users being able to provide them answers to their questions on a daily bases.
• Responsible for logging all incidents in Remedy 7.6 ticketing system

Desktop Analysis/Telecom Specialist

Confidential

Responsibilities:

• Installed and configured hardware, software on desktop, laptops, iPhones, iPads. Maintained a variety of Department infrastructure to include Windows 7 and XP operating system, peripherals, printers, network components as well as commercial and custom web base application.
• Scheduled, planned and coordinated migration of 5,000 end users from Windows XP to Windows 7 OS
• Scheduled, planned and coordinated migration from Microsoft 2007, 2010 to 2013 making sure all PST’s were saved
• Scheduled, planned and coordinated upgrade from Internet Explorer 8 (IE8 to IE9) and Mozilla Firefox configurations
• Responsible for re-imaging of desktops/laptops using Lite Touch Deployment Operation for Windows 7 by mapping network drive to image directory or using bootable USB external drive making sure all data was backup and restored properly
• Resolved problems that were escalated to Tier II level that required extensive research for county special applications that required a great deal of technical skills in desktop problem solving

IPhone /Blackberry/Desktop Support

Confidential

Responsibilities:

• Provide desk side support to 6,000 + end users at the Confidential along with the District of Columbia Public School (DCPS) computers on a variety of Blackberry, iPhone, iPad/Desktop and Laptop issues
• Responsible for re-imaging of desktops/laptops for Windows 7, XP’s and MAC computers using Easy Transfer to back-up/restore data
• Responsible for back-up and restoring of Blackberries to replacement devices using Desktop Manager
• Responsible for Blackberry account administration, software installation and hardware configuration to include activations, porting and swapping of existing phone numbers
• Responsible for all Blackberry break fix and upgrades
• Diagnose, repair and installed various types of RAM, scanners, printers, and Blackberry devices
• Responsible for running Agency Post Image Scripts for Confidential and DCPS teachers/student computer/laptops and mapping of network drives
• Responsible for troubleshooting of any network issues with computers, laptops, local and network printers
• Senior Lead responsible for Blackberries, Desktop and Laptop escalations

Blackberry/Desktop Refresh Team

Confidential

Responsibilities:

• Provided telephone/email support to 7,000 + end user population at the Confidential (IMF) on a variety of Blackberry/Desktop technical issues to include account administration, software installations and hardware configurations
• Monitored Blackberry mailbox for new incoming request
• Monitored Remedy ticket system for new incoming Blackberry request, break fix and incidents
• Tracked status of desktop/Blackberry problem resolution in Remedy database
• Responsible for setting up and networking computer labs for imaging of desktop/laptop computers
• Responsible for upgrading Blackberries from 9700 to T-Mobile Torch 9810 or Bold 9900
• Responsible for backing-up and restoring Blackberries to new devices/upgrades
• Responsible for configuring, provisioning, and troubleshooting of all types of Blackberry devices Analyzed and troubleshoot problems that may be affecting the Blackberry device email accounts, user account, or service provider voice/data services at the user or enterprise level
• Prompt, professional, empathetic support to Duty Director’s, and Chief Executives for Desktop/Blackberry related issues

Blackberry Wireless Support Specialist

Confidential, Harrison, VA

Responsibilities:

• Provided telephone/email support to 5,000 + United States Immigration ( Confidential ) end users to provision and configuring Blackberry related issues. Troubleshoot hardware/software problems including synchronization and email reconciliation along with Cellular Phones and Wireless Broadband Cards
• Monitored Confidential /DHS Wireless Service Mailbox/Remedy Confidential Tracking System for new incoming Blackberry request/break fix and prioritizing workload
• Responsible for Vice President, Chief Field Officers, Duty Directors and Senior Management of Blackberry escalations in a timely manner
• Monitored wireless service accounts for anomalies that indicated fraud, waste, or abuse
• Participated in wireless team meetings once a week to improve Confidential /DHS Blackberry process and procedures
• Updated wireless database for tracking of Blackberries, Broadband Cards and Cell Phone accountability for all active wireless devices being used by a Confidential employee or contractor for government use
• Assisted with authorized order placer to open request in Service Request Module (SRM) of Remedy for new Blackberries/Plans and added features
• Provided Blackberry Server Administration adding/deleting, password reset, IT policies and disabling accounts on Blackberry Enterprise Server ( Confidential ) wiping of lost/stolen devices
• Managed software configurations for Blackberry devices
• Responsible for shipping/receiving of all Blackberries using UPS Ship Manager
• Provided prompt courteous service to end user when reloading Blackberry Operating System (OS) with JVM errors
• Provided PowerPoint presentation on “How to better manage our International Blackberry data plans. Kept customer’s informed of the latest devices and retired others at the end of life cycle. . Maintain good working relationships with Blackberry end users, support group, and vendors

Desktop/Blackberry Refresh Specialist

Confidential

Responsibilities:

• Provided telephone/email support to 2,500 users on a variety of Blackberry/Desktop issues to include Blackberry Server Administration adding/deleting, password reset, disabled device if lost
• Support consisted of ghosting pc’s and laptops, creating and setting up domain and exchange accounts, and opening and closing work orders in Remedy as needed
• Prepared, activated, and installed a variety of Verizon, ATT and Sprint Blackberries for end users
• Monitored Wireless Blackberry Queue and Wireless Mailbox for new request/break fix
• Installed and upgraded operating system software and applications to accommodate specific grade level curricula in computer labs and in class rooms
• Responsible for troubleshooting of any network issues with computers, printers
• Responsible for porting/swapping of existing Blackberry numbers from business account to personal accounts completed all required paperwork
• Responsible for the sanitized of all returned Blackberries to Blackberry support
• Responsible for account creations, and mailboxes, backup and restore on Exchange Server 5.5.
• Used ITIL best practices follow-up with user to ensure customer satisfaction resolving problems on first/second levels
• Worked with Asset Management to keep track of inventory of all Blackberry devices
• Responsible for configuring International/Data Plans for Blackberry frequent travelers
• Provided one-on-one Blackberry training for new users
• Followed-up with customers to ensure excellence customer service when resolving Helpdesk request
• Activated, configured a variety of Cell Phones, Broadband Cards and Bluetooth. Coordinated with users drop off and pickups of new Blackberry devices
• Participated in team weekly Desktop/Blackberry discussions related to Desktop and Blackberry new projects and upgrades

Blackberry Wireless Support Specialist

Confidential

Responsibilities:

• Provided telephone/email Blackberry support to 5,000+ Confidential users on a variety of blackberry technical issues to include troubleshooting of all software installations, hardware configurations and applications related to blackberries on the Blackberry Enterprise Server ( Confidential )
• Responsible for monitoring both VACO Mailboxes/Wireless Request/Blackberry Support queue
• Prepared, activated, installed and delivered Blackberry\Pocket PC, iPhone for Vice President’s, Duty Directors and Senior Management for Blackberry escalations
• Responsible for shipping/receiving of all blackberry devices on-line using FedEx/UPS Ship Manager
• Coordinate with clients to insure prompt delivery of blackberry devices.
• Inventoried devices using IPM.
• Evaluated, select, and installed utilities and manage updates to Research in Motion (RIM) Blackberry Enterprise Server ( Confidential .
• Responsible for monitoring Confidential tracking queue for all helpdesk tickets and maintained my personal queue
• Provided Blackberry Server Administration adding/deleting, policies, password reset, assigned groups and disabled device if lost or left VA
• Provided weekend on-call service to ensure critical wireless services were available 24x7
• Responsible for upgrading Desktop Manager Software on all computers/laptops
• Responsible for the installation/configuring of S\MIME for encryptions software on desktop computers/blackberry devices
• Responsible for completing paperwork for lost blackberries along with providing replacement device with existing phone number.
• Responsible for Porting/Swapping of existing numbers from one carrier to another.
• Provided one-on-one remote desktop connections using NetMeeting to fix Desktop Manager Software or Encryptions problems
• Provided one-on-one Blackberry training at the request of customers “Blackberry Tips and Tricks”