SUMMARY:

• An accomplished and goal - oriented Technical Support Specialist with over ten years of experience ranging from Tier 1-3 help desk analyst, to server support roles.
• Expertise in utilizing various commands and observing software/hardware system functions to verify correct operations and detect errors within the network or local computer setups.
• Highly adaptable in working with a broad range of government agencies and organizations
• Provide accurate, efficient, and timely services using oral comprehension, problem sensitivity, and deductive reasoning.
• Consistently recognized for exceptional level of customer service and ability to listen and understand information and ideas presented.
• Self-starter who takes initiative in professional development and training in Network+, Security+, and Cyber Security Fundamentals.

TECHNICAL SUPPORT/TECHNOLOGIES:

• Test, Document, and Log all Incidents/Products/Procedures
• Effective Communication
• Image desktops and laptops
• Install of wireless certificates
• Support Networks/Servers/Routers/Switches
• Windows 7, 10, XP clients
• Knowledge in TCP/IP/DNS/DHCP Protocols
• Understanding of Agile and ScrumMaster

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Support/Incident Management

Responsibilities:

• Produced and distributed error-free reports of security audit logs, SAP High Messages, Fire Fighter-ID Audit Process, and end-user data uploads to management resulted in tracking into Service Now system for the Web-based Supply Chain Management System ( Confidential Authentication Manager and Entrust security tools to monitor and distribute
• Performed integrated system test in the HP ALM system for the rollout of Release 2 of the Modernize and Innovate the Delivery of Agricultural Systems ( Confidential )
• Responded, assigned, resolved, and escalated unresolved problems/incidents to Level 2 received in an Enterprise Resource Planning (ERP) environment

Confidential

Technical Support Analyst

Responsibilities:

• Provided support using the SCCM for system management to the Department of Information Technology (DIT) Tier 3 Network, Security and Development Groups in the identification, escalation, and resolution of IT related incidents
• Assisted field site administrators for issues such as backups, management of local user accounts using Active Directory, database administration, software installation and server resource management, and Remote Desktop connection
• Installed wireless certificates on approved iPads, iPhones, and MacBook Pro laptops
• Provided support via Skype chat, Confidential telephone, email, and desktop for remote, local end-users (Vice Presidents, Directors, Whistleblowers)

Confidential

Technical) Support Analyst

Responsibilities:

• Provided system management using SCCM to survey and discover all devices (servers, PCs and smartphones) connected to the network through Active Directory. SCCM was also used for remote control, patch management based on Windows Server Update Services ( Confidential ), software distribution, operating system deployment, network access protection and hardware and software inventory
• Administered day-to-day operations in the course deployments, users, items, schedule offerings, content objects, objective, domains, and test content in the LMS system
• Supported end-users in searching and resolving Page Cannot be Displayed issues to Google Chrome, Firefox Mozilla internet browsers
• Resolved Break/Fix issues on all laptops and Dell desktops for the Confidential News, Nightline, Disney, and Good Morning America employees
• Installed wireless certificates on all IBM laptops, Apple iPads and MAC Book laptops
• Troubleshot various problems within the Office 2010, 2007 Suite (Word, Excel, and PowerPoint), and Office 365 Cloud email
• Setup HP printers via network, locally or IP address
• Installed and used Connected software to retrieve and backup end-user data, encrypt, and decrypt laptops

Confidential

Technical Support Analyst/Trainer

Responsibilities:

• Conducted Introductory training sessions on 8800 series Blackberry cell phone, Content Management Server (CMS), Meeting One teleconferencing to all Scientific Reviewer Officers (SROs), Tele-workers and Confidential employees
• Presented the ITIL v3 Foundation best practices for the business to all staff in the Information Management Branch ( Confidential ) / Center for Scientific Review ( Confidential ) group
• Hands-on training in LMS as an Administrator, MAC OX Support Essentials v10.6, Office 2007, SharePoint Server 2007, CMS, Adobe Connect, and creating of 508 Compliant Word 2007 documents
• Supported Confidential SRO and Confidential end-users in troubleshooting and resolving Blackberry phone issues, CMS web page design questions, Smart board connectivity issues, and Meeting One conference connection problems
• Maintained software, hardware inventory (laptop, desktop, iPad, Blackberry, etc.) approval or disapprovals status updates for all equipment ordered in the IT service management (ITSM) system
• Created and maintained as Administrator daily LMS new online class setups, course materials, attached lectures, added/removed online instructors and classroom participants, as well as troubleshooting instructor reports
• Maintained and supported web-based Asynchronous Electronic Discussion (AED) using several internet browsers IE & Firefox, updated training videos and manuals for the entire Confidential Medical Staff and Organizational Chairs
• Worked with the desktop team to configure blackberry phone setups on the BES, Imaged systems using Symantec Symantec Ghost and deployed Apple MacBook Pro laptops, iPads, iPhones 4, 5, 6, and 6+, BlackBerry mobile devices, Dell Latitude laptop, and HP LaserJet Printers

Confidential

Helpdesk Representative

Responsibilities:

• Identified and resolved virus, spyware vulnerabilities, updated virus programs using Safe boot flash drive configurations and installations of McAfee and Norton’s Anti-virus software
• Added and troubleshot Lotus Notes account setups, user id files, password issues, archives (copying files onto DVD/CD media), mail over the limit storage space problems, setup rules for all email spam messages, voicemail (media players), refreshed Inbox database design, modified user preferences (security and local email accounts). Added clients to mailing lists databases and email databases. Troubleshot and resolved encrypted email attachments issues
• Supported over 5,000 Confidential employees/contractors, interns, hearing impaired, and remote employees on over 1500 standard and non-standard software applications
• Answered approximately 100 plus helpdesk calls a day at a rate of 95% within 3 seconds, and resolved helpdesk tickets on average >95% on initial requests
• Added approved clients to the domain and granted temporary local administration rights to the network, removable media
• Created and configured approved user accounts for the Wireless guest network in Active Directory

Confidential

Support Analyst

Responsibilities:

• Monitored, recorded, troubleshot, and tested Cisco Routers, UTP/STP, Coaxial, Fiber Optic cabling (WAN), hubs (LAN), and Windows Server 2012, 2008, 2003 issues for over 200 site locations using Microsoft Operations Manager
• Provided systems engineering leadership and support to over 25, 000 corporate and field end-users by phone, at the desktop, and remote users
• Created and removed objects for new or existing end - user or group accounts in Windows Active Directory, updated all Proact Lost Prevention user accounts statues, and daily maintenance of Rumba VT using Unix commands to shrink the usage in data by certain percentage to avoid malfunctions within the customized database
• Maintained asset inventory tracking for all hardware equipment for over 200 site locations (routers, servers, and printers) using Microsoft Access 2003 and ITSMS
• Installed and supported of all customized and commercial software applications and hardware to include printers/scanners, desktops and laptops