I.T KNOWLEDGE & SKILLS:

• Pinged Network Connections through Windows and Linux Command Prompt, Created and deleted directories in different drives using the md and rd command
• OSI Layer
• Ethical Hacking
• Experience in Linux and Unix servers
• Security analytics using Wire Shark and NetWitness Investigator
• Configured iOS’s, Android, Windows Mobile, iPhone and synced email profile accounts to Microsoft Exchange Server
• Created weekly backups and defragmented hard drives when needed

TECHNICAL SKILLS:

Operating Systems: Windows 7; MS 98, 2000; MS Windows Vista, XP; MS Windows Server 2003, Linux

Software Applications: MS Office Suite 2000, 2003, 2007, & 2010 (Access, Excel, PowerPoint, Word); Norton Ghost; installing drivers

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; general networking experience (running cables, troubleshooting connections, activating ports)

Others: Clerical skills; data entry; help desk escalation and documentation on ticketing system, customer service support (email, phone, and in person); web authoring and publishing basic html, basic blogs & wikis, SharePoint; BlackBerry configuration; basic understanding of database and SQL; leadership experience

PROFESSIONAL EXPERIENCE:

Confidential

IT Helpdesk Agent

Responsibilities:

• Provided front line support to all VA staff for IT services, systems, and operations
• Troubled Microsoft suite applications such as word, excel, and Outlook
• Supported users remotely across the United States with hardware, printer, and software issues
• Worked in an remote team environment with limited supervision the main office being located in Batavia, NY
• Recreated profiles in Outlook, and troubled pst files
• Troubled issue with PKI and Ghost certs from user profile
• Fixed hardware and software related issues on laptops and desktops
• Assisted users with connecting to VPN
• Provided Symantec Endpoint encryption services to unlock machines
• Received and troubled 60+ inbound calls a shift
• Processed email request via the team
• Supported over 400,000 VA and non - VA staff on a 24/7/365 basis as the central point of contact
• First line support for all IT hardware, software connectivity problems and request for new services
• Effectively interacted with customers and referred ongoing issues to appropriate engineering support team
• Exhibited exceptional customer service to ensure number one priority of the customer
• Remote into machines using Microsoft Lync to resolve software related issues
• Reset passwords for various accounts like TMS, Vista, CPRS, and Active directory

Confidential

IT specialist

Responsibilities:

• Supported 12,000 systems and 11,000 end users using windows xp/7, Microsoft office, and various mobile devices
• Provided technical support to Montgomery County Government and 40 departments with their own respective systems/applications/processes
• Provided excellent customer service %100 of the time; answered 40-60 calls daily while on the service desk
• Possessed extreme attention to detail when documenting findings
• Detected security vulnerabilities on machines and ensured clients computers were rid of all viruses and infections
• Pinged servers to ensure/determine network connectivity
• Helped maintain full system functionality by installing patches and updates to client’s machine
• Created and modified Active directory accounts
• Pushed images and software to machines using SMS client and Bomgar
• Heavily supported and managed Microsoft Outlook, Office 365
• Assisted with deploying, preparing, and setting up hardware systems
• Performed desk side assistance to clients for personal support to reimage machines
• Assembled laptops and desktops by taking them apart to remedy hardware issues
• Backed up systems and transferred user data profiles when needed
• Unlocked and locked computers using a bitlocker key
• Managed service desk from 6:30am to 8am

Confidential

Helpdesk Technician

Responsibilities:

• Strong customer service skills
• Troubled Smartphone’s and MS office application support
• Utilized Lotus Notes for means of communication between government contracts
• Used active directory to reset passwords, add and delete accounts, unlock accounts
• Monitor servers using SMARTS application
• Monitor Weather Wire system for satellites
• Document, create, and monitor tickets using Remedy
• Remote desktop support to troubleshoot end user issues
• Support multiple government contracts such as EMedNY, NCMMIS, and OPIC
• Received 40-50 calls and email daily
• Provided Confidential administrative support
• Troubled TSOT and TSOP Mainframe passwords and accounts

Confidential

Network Operation Specialist

Responsibilities:

• Develop or update processes and procedures
• Develop and maintain department systems training lab
• Monitor Confidential systems; perform initial verification
• Triage, and diagnostics for events as needed; and alert appropriate support groups
• Provision and troubleshoot server’s remote access
• Monitor, troubleshoot, escalate and effectively communicate all issues for Confidential equipment, applications, databases and circuits
• Coordinate, facilitate, and document priority event response
• Help maintain NOC tools, processes, and procedures
• Excellent customer service aptitude
• Excellent verbal and written communication skills
• Strong analytical and troubleshooting skills
• Linux, MS Office Suite, Netcool and many web based tools
• Service Now ticketing system

Confidential

A/V Technician

Responsibilities:

• Maintained A/V equipment consisting of microphones, laptops, VGA cords, and video cameras
• Ensured computers were connected and safely secured using network
• Created and designed weekly bulletins on Microsoft Office
• Accounted and recorded A/V equipment inventory, expenses, and properly filed documents
• Managed and created the church domain website

Confidential

Administrative Secretary Intern

Responsibilities:

• Produced weekly agendas on Microsoft Excel with daily objectives for a department of 40 employees
• Answered multiple phone lines to redirect customers to appropriate associate supported supervisor with filing paper work
• Assigned 20 appointments, booked meetings, and scheduled and coordinated with 5 outside vendors for delivery of equipment/inventory weekly