OBJECTIVE:

To provide technical and administrative support for hardware and/or software applications.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Desktop Engineer Tier 2

Responsibilities:

• Cleared for Public trust position.
• Provided tier 2 support to 7,000+ personnel locally in addition to remote customers using Bomgar remote software.
• BMC Remedy ITSM 8.1 for ticket creation, tracking, triage.
• Use of Active directory for troubleshooting purposes.
• VIP and executive level support. Ability to work in fast paced environment.
• Meeting room setups including projectors, TVs, polycom equipment.
• Windows 7 & 10 environment, VPN (Cisco AnyConnect), Microsoft Office 2010 and Office ).
• Troubleshooting PIV card access issues.
• Office equipment moves and relocations.
• Dell and Microsoft surface hardware environment.

Confidential, Washington, DC

Senior Helpdesk Technician Tier 2

Responsibilities:

• Supported 16,000+ personnel with PC computer - related problems remotely, in person, and over the phone.
• Used IBM Maximo ITSM for ticket creation, tracking, and triage.
• Supported Rail & Bus Operations Control Centers (OCC) and MTPD (Metro Transit Police Department.
• Traveled to Confidential stations and yards across DC, Maryland, and Virginia.
• Utilized SCCM for imaging and remote troubleshooting.
• Wrote weekly how-to articles for an in-house knowledgebase (wiki).
• Provided rotating weekend on-call support.
• Large office PC relocation - packaging and reinstalling.
• Worked with Windows 7 & 10 (some 8.1), Office 2010 & )
• Worked with Dell, HP, Xerox and Samsung hardware.
• 12+ hours of weekly phone support (high volume 30-40 calls per day).
• Temporary imaging technician, work included:
• Responsible for imaging all dell desktops, laptops and tablets organization wide
• Imaging Microsoft Surface 3 & 4s
• Imaged around 30 devices per day
• Trained new technician for same position

Confidential, Washington, DC

End User Support Technician

Responsibilities:

• Imaging and re-imaging Windows 7 and Windows 8.1 (Dell Imaging)
• Used HP Service Manager ITSM for all ticketing purposes
• Joined new systems to the company domain
• Performed preventative maintenance using software such as Ccleaner
• Used SCCM (System Center Configuration Manager) for software distribution/patches.
• Software installs including Adobe, Office 2013 and Office 365
• Troubleshooting software issues, including registry editing when needed
• Helped track company assets as needed
• Remote support using LogMeIn and 123rescue
• Hardware upgrades to both laptops and desktops
• Packaged and shipped various hardware to different Parsons locations

Confidential

Help Desk/Desktop Support Analyst

Responsibilities:

• Under direct supervision of the Systems Administrator in an office of 150 users.
• Assisted in the merger of Confidential and Confidential .
• Main duty of assisting users’ software and hardware issues in a windows PC environment.
• Provided executive level support as needed.
• In charge of inventory, procurement, and maintenance of existing PC hardware and software.
• Configured mobile devices (Android) for email access.
• Used Spiceworks and Kaseya software suites to inventory, monitor and resolve helpdesk issues.

Confidential, Linthicum, MD

Tivoli User Provisioner

Responsibilities:

• Performed the following while working with the Maryland Health Benefit Exchange:
• Tested, updated, and maintained customer accounts using IBM Tivoli Identity Manager.
• Utilized Remedy ITSM to track, triage, and solve account issues.
• Created system reports using IBM Tivoli for troubleshooting system issues for Tier 3 (Developers).
• Submitted weekly status reports for use by upper management.
• Provided training in the usage of Tivoli for basic user account management.

Confidential, Centreville, VA

Service Desk Agent

Responsibilities:

• Performed the following in support of Dimension Data’s client Feld Entertainment.
• Received, logged, and investigated customer service calls with the use of ServiceNow ITSM software (10-20 calls per day).
• Primary responsibility as the customers’ first point of contact.
• Responsible for providing basic level support to end users on hardware, software, and network related problems.
• Mentored of other team members.
• Ticket Triage for level 2 & 3 support.
• Utilized Cisco WebEx for remote support sessions.
• Extensive use of Unified IP Phone 7900 Series and Cisco IP Communicator to assist customers and colleagues.

Confidential, College Park, MD

Project Manager

Responsibilities:

• Performed the following in support of University of Maryland’s client the State of Maryland’s Department of Human Resources.
• Administered a web-based financial database to track the State of Maryland’s Family Investment Administration (FIA) Programs.
• Documented technical procedures for future use.
• Provided executive level training to DHR’s FIA users in each county in the State of Maryland.
• Coordinated with FIA staff to ensure that systems hosted by the University of Maryland were operating to DHR standards.
• Managed customer service support efforts with staff throughout the state to ensure a productive and accessible system.
• Provided hardware and software support related to UMD’s DHR contract.
• Provided English & academic training for Chinese and Vietnamese students as part of the Office of International and Executive Programs (OIEP). Including on-site in Hanoi, Vietnam. (Unrelated assignment but in the same UMD department)

Confidential, Fort Lee, VA

PC Technician

Responsibilities:

• Performed the following in support of Confidential ’ client the United States army.
• Provided technical support to users for PC hardware & software.
• Assisted with the installation of new software and hardware, versions and updates. Configured and tested computer software, hardware, and user systems for effective integration of software systems.
• Assisted with the installation, testing, modification, troubleshooting and repair of computer hardware.
• Determined problems and resolved issues with modems, monitors, printers, memory, etc.
• Performed emergency virus rescue operations by isolating problems, tracking infections, virus removal, and counseling employees on basic system security.
• Instructed users on proper use of software systems.
• Provided instructions and guidance for users on revised interface techniques.
• Interacted with the Information System Security Personnel to obtain, change, or delete user passwords.
• Provided senior level support as needed.
• Received, logged, and investigated customer service calls with the use of Track-IT & Remedy.

Confidential, Boulder, CO

User ID Administrator

Responsibilities:

• Performed the following in support of IBM’s client ABM (American Building Maintenance).
• Submitted weekly audits on the status of past and present user provisioning requests.
• Communicated with end-users via phone and E-mail to ensure problem resolution.
• Worked effectively with a large team of colleagues to accomplish tasks.
• Submitted monthly privileged revalidation reports to management.
• Documented procedures for IBM employees.
• Supported over 5,000 users.
• Utilized the following IBM tools to perform tasks: iTIM (Tivoli Identity Manager) to create user IDs in Active Directory and Lotus Notes.
• IBM Lotus Sametime (Instant Messenger) to resolve problems and questions.
• ICL (Infrastructure Change Log) to add and remove privileged users.
• FRANK ITSM user provisioning and entitlement tool.
• IMPACT ITSM (ticketing tool) to resolve user issues.
• Administered the following applications via Citrix Metaframe: iSeries (aka AS/400) Lighting and JD Edwards World.
• JDE Edward One World and One World XE/8.12.
• COBOL and Informix (UNIX platform). eFax corporate accounts.
• Lotus Notes 7 and 8.
• Valiant Vision.
• Vista Plus.
• Utilized Active Directory for:
• Lotus Notes account creation and id recovery.
• Deleting, creating, and modifying accounts.
• Drive mapping and file transfers.
• Password resets.
• Trained IBM employees in all of the above tools and applications.