OBJECTIVE:

To obtain an IT position that utilizes my experience as a helpdesk analyst having the responsibility for all aspects of IT, primarily with experience in building, configuring and supporting (troubleshooting) standalone and LAN workstations. Focusing on desktops and laptops running windows 7, Vista, and XP professional. Expertise includes interaction with hardware/software vendors, technicians and end users.

SUMMARY:

• Helpdesk analyst with over 10 years experience in Information Technology including experience in LAN\WAN, training and support, email and security.
• Skilled in supporting large user groups, supporting users at corporate headquarters as well as multiple remote locations.
• Proven ability to provide technical expertise during implementation of special projects as assigned.
• LAN\WAN
• Training & Support
• Project Implementation

SKILLS:

Operating system & Protocol: Windows XP\Vista\7, MACS, IBM OS/2 MVS - OS/VS, Unix, ADMVS, TCP\IP. SQL-PL/SQL, Oracle 10g, Windows Server, Active Directory, Remote Desktop/VPN, Norton Ghost, LanDesk, IT Asset tracking, Remedy, and Service Now.

EXPERIENCE:

Confidential

Helpdesk - Desktop Support

Responsibilities:

• Initially responsible for responding to Helpdesk calls from students, faculty, and staff members and to resolve issues such as password resets, email issues and account
• Issues. Secondly responsible for handling IT support tickets through the Track-It ticketing system.
• Tickets are maintained by updating them frequently, assigning to proper technician, creating and closing tickets.
• Other duties consist of desktop support for issues like working with students, staff, and faculty on laptops, mobile phonesipads, MACS, printers both standalone and network.
• Used remote tools such as remote desktop to access pc’s using an administrator account.
• Used administrative account to install software and troubleshoot problems, utilized SCCM 2007 to push specific software.
• On occasion re-imaged desktops and laptops with Windows 7 OS.
• Installed and configured Cisco vpn client, ability to learn UDC proprietory software.

Confidential, Rockville, MD

Desktop Support Consultant

Responsibilities:

• Install and configure operating systems and applications. Build for new or upgraded software and provide quality assurance to ensure correct operation of products.
• Install and troubleshoot problems with various common software applications using established procedures
• Build images as required using Altiris. Keep images up to date and use automation tools for Asset tracking, deploy images and software.
• Perform hardware component upgrades and replacements
• Troubleshoot Internet browser issues, synchronization issues, remote access via VPN client software, RSA Security Token, wireless (Cellular broadband and WIFI), and Outlook issues
• Troubleshoot problems with networked desktops, laptops, smartphones and printers
• Collaborate, coordinate, and communicate across disciplines and departments.
• Ensure compliance with HIPAA regulations and requirements.
• Demonstrate Company’s Core Competencies and values held within

Confidential, Burtonsville, MD

Technical Support

Responsibilities:

• One week PC refresh assignment for Walgreens located in Columbia MD.
• Worked as a PC technician for corporate Walgreen office located in Columbia, MD, primarily to upgrade HP, Confidential, IBM thinkpads from MS XP to Windows 7.
• Responsible for following SOP to ensure proper installation of Windows 7.
• Upon completion of install verified drivers installed properly and also that external hardware devices such as printers and scanners working properly.

Confidential, Washington, DC

Technical Service Representative

Responsibilities:

• Technical advisor for 300 plus personnel in addition to members of Congress; ensured security practices, enforced policies and procedures
• Provides state-of-the-art technical solutions in support of microcomputer and local area networks used by Members’ Washington and district offices, committees and House support offices.
• Compose, edit, and ensure the quality, integrity, and relevance of the published documents.
• Utilized software programs such as Microsoft Word, Excel, Outlook and PowerPoint to produce technical documents.
• System administration in maintaining all user accounts, administrator accounts and service accounts created for use on US House network through Active Directory.
• Set up and configured mobile devices such as Blackberry’s, Iphone’s, and IPads.
• Responsible for troubleshooting both PC’s and MAC machines.
• Knowledge with various OS such as Windows 7, 8, and MACS
• Work with and configured Iphone devices and Android OS
• Ability to troubleshoot and resolve network and printer issues
• Worked with Macintosh OS such as Mountain Lion and Yosemite

Helpdesk Analyst

Confidential, Woodlawn, MD

Responsibilities:

• Respond to inquiries to Health and Human Services applications
• Direct inquiries to the proper agency resources when necessary
• Track and document responses using Remedy ticketing system
• Manage and measure the effectiveness of the help desk support functions
• Respond to telephone and email inquiries within an agreed-upon timeframe (e.g., 24 hours)
• Maintain a repository of frequently asked questions (FAQ)
• Provide explanation of the applicability of information security requirements to agency employees and contractors

Implementation Specialist

Confidential, Columbia, MD

Responsibilities:

• Perform upgrades and deploy patches for Property Management System(PMS)
• Upgrade and configure Oracle on database servers including RAC environment.
• Consult with Customers to determine and review hardware, software, or system functional specifications.
• Work with IT solution providers to set up RMAN backup and archive logs.
• Modify computer database, and related reports and documentation as required to further prepare and ready the customer’s system for installation.
• Write SQL and PL/SQL scripts to modify/view tables and related data.
• Install and troubleshoot SSL certificates and ensure up to date security standards
• Document each upgrade thoroughly and make changes when necessary
• Perform routine server health checks (backup administration, drive status, network activity, processor load etc.)
• Monitor live server activity using Remote Desktop Software(Bomgar)
• Resolve cases using a Customer Relationship Management Software(Clarify Ticketing)
• Train and mentor new employees and handle escalations for the overnight team
• Consult with technical leads to develop solutions for troubleshooting procedures
• Escalate any critical issues through appropriate channel in timely manner

Confidential

Tier Level 2 Help Desk

Responsibilities:

• Provided tier level 2 support for the US-Visit user community who utilized Windows 7/XP, MACS, Office 2010/2007/2003 and other software entities such as Remedy, Adobe and other DHS COTS applications.
• Setup, activated and maintained Blackberry’s from the BES server, activated and configured Verizon aircards, setup Cisco VPN clients and Verizon access manager software for remote telework laptops.
• Provided remote on-site client services for several remote locations for issues such as e-mail, network printer issues, network and remote connectivity issues.
• Required to reset and unlock LAN passwords from the Active Directory
• Mapped shared drives, printers, and initiated the process for port activation if required.
• Interacted with end-users and provided support for various vendor software products.
• Reimaged laptops, desktops from the Altiris server and followed the required backup requirements of pertinent data for future retention.
• Created LAN accounts, Exchange accounts, provided users with permissions to shared drives, mailboxes, and calendars from the Active Directory.
• Maintained and accounted for resolution of all work performed through the Remedy ticketing system.
• Collaborated with remote agencies (ICE NOCS, ITNOVA, etc..) to expedite resolutions.

Confidential

Tier Level 1 Help Desk

Responsibilities:

• Provided tier level 1 support for personal computer hardware, LAN issues, software and operating system problems
• Documented work by utilizing the Remedy ticketing system.
• Provided remote on-site client services operational to support, maintenance, problem solving and also configurations and installation
• Required to reset LAN passwords and other numerous web based application password resets
• Provided support for HP network printers
• Interacted with end-users and provided support for various vendor software products.
• Performed Active Directory Domain administrative tasks, resetting user passwords, deleting pc host name accounts from domain, etc.
• Performed complete backup of PC and MAC systems using Norton’s Ghost.
• Upgraded network hardware and software components as required
• Developed reports for hardware inventory.

Confidential

IT Support Specialist Tier Level 1 Helpdesk

Responsibilities:

• Provided tier level 1 support for personal computer hardware, LAN issues, software and web based application problems
• Utilized the Remedy ticketing system for documentation of all work performed.
• Provided remote and or on-site client services operational to support, maintenance, problem solving and also configurations and installation
• Required to reset LAN passwords and other enterprise applications
• Provided support for HP network printers
• Interacts with end-users and provided support for various vendor software products.
• Performed Active Directory Domain administrative tasks, resetting user passwords, deleting pc host name accounts from domain, etc.
• Performed complete backup of PC and systems using Norton’s Ghost.
• Upgraded network hardware and software components as required

Confidential

IT Support Specialist

Responsibilities:

• Provided level 1 & 2 support for personal computer hardware, LAN issues, software and operating system problems
• Maintained system documentation by utilizing the Remedy ticketing system.
• Provided remote and or on-site client services operational to support, maintenance, problem solving and also configurations and installation
• Required to reset LAN passwords and assist with Lotus Notes 8.1 password resets
• Responsible for imaging and configuration of new pc’s including loading software and configuring network settings.
• Provided support for HP network printers
• Interacts with end-users and provided support for various vendor software products.
• Installation, configuration and troubleshooting of the Blackberry handheld device and other pda’s
• Performed Active Directory Domain administrative tasks, resetting user passwords, deleting pc host name accounts from domain, etc.
• Performed complete backup of PC and systems using Norton’s Ghost.
• Upgraded network hardware and software components as required
• Developed reports for hardware inventory.

Confidential

Systems Administrator Associate

Responsibilities:

• Setting up administrator and service accounts
• Maintaining system documentation by utilizing the Remedy ticketing system.
• Install, configure and troubleshoot system and security patches to the required hardware devices
• Required to run specific test for new security patches installed
• Support clients working remotely via PC anywhere software.
• Installed system wide software and allocate mass storage space
• Interacts with users and evaluates vendor products.
• Makes recommendations to purchase hardware and software, coordinates installation and provides backup recovery.
• Perform Active Directory Domain administrative tasks, resetting user passwords, deleting pc host name accounts from domain, etc.
• Develops and monitors policies and standards for allocation related to the use of computing resources
• Maintain and\or reconfigures clients PKI certificates by registration authority(RA)
• Ability to work with smart phones and IMAP e-mail protocol.

Helpdesk specialist

Confidential

Responsibilities:

• Respond to and support requests made by phone and or email and document resolution in a ticket management system.
• Worked within a tier level structure while assisting JR level employees.
• Install, configure and troubleshoot Windows XP clients in an Active Directory environment.
• Support clients working with local and network printers, scanners, and the Microsoft Office Suite applications.
• Support clients working remotely via Cisco Client VPN software.
• Skilled with the use of proprietary software called desktop authority in which enables control of remote desktops or laptops in order to assist clients with technical issues.
• Ability to perform upgrades and re-imaging of clients systems using MS Remote Installation Server (RIS). Completed configuration of clients systems, verified the functionality of the system.
• Ensures that all data belonging to the client is backed up and is successfully transferred to the new system image.
• Perform Active Directory Domain administrative tasks, resetting user passwords, deleting pc host name accounts from domain, etc.
• Contribute technical issues to SharePoint knowledge base.

Confidential

Desktop Support, Washington, DC

Responsibilities:

• Provided desktop support primarily for technical issues by direct contact with end users
• Responsible for preparation and configuration of Confidential D600,D610 notebooks, and the Confidential GX280 workstations.
• Prepared systems by imaging with Norton’s Ghost software to meet company standards.
• Installed and configured security software for all laptops (Pointsec)
• Required to troubleshoot numerous hardware/software issues
• Responsible for meeting technical and customer related issues within a timely manner.