SUMMARY:

• Current holder of Confidential High Risk Public Trust Investigation Clearance (10/23/13, valid for 5 years, transferable). COI available upon request.
• 20 years in a variety of technical support positions, including five years in senior and/or management positions
• Ability to troubleshoot the most difficult of issues to resolution with absolute professionalism
• Self - motivated employee and mentor willing to share a vast personal experience and lessons learned with co-workers
• Top in field at providing front-line technical support to end users and technical personnel on a wide variety of applications and communication software
• Outstanding at problem solving and documenting hardware and software issues in a team environment
• Ability to work with upper management to lead a team as well as be a productive team member
• Tour in the 35th Communications Squadron, United States Air Force, as a Weather Equipment Technician

PROFESSIONAL EXPERIENCE:

Confidential

Desktop support / Infrastructure Technician

Responsibilities:

• Receive and resolve user trouble tickets in the DOT Remedy system. Update Remedy ticket as actions are taken and close the ticket when it is complete.
• Desk side support
• Receive service requests, log them and determine request priority in accordance with EFLHD procedures.
• Provide over-the-phone problem resolution as appropriate. Most of the Sevierville office, field office, telecommuter, and traveler problems are resolved over the phone. Most of the off-site computers can be accessed with the Bomgar appliance or similar DOT approved system.
• Keep users apprised of the progress toward resolution of their trouble ticket.
• Maintain records using the Remedy Tracking system on calls received, customers supported, service level agreements, performance statistics, and any other information necessary for accurate customer billing or reporting as required by the Government.
• Analyze processing malfunctions in cooperation with local personnel (or remote personnel) to determine causes and take appropriate corrective action.
• Perform software installations as necessary. This includes applying a standard image to workstations and additional software as necessary.
• Setup and/or relocate hardware (i.e., workstations, printers, servers, etc.) as required.
• Report to the COR immediately the discovery of any illegal or unapproved software operating on Government computers.
• Initiate trouble call reports with applicable Government agencies or manufacturers on warranted items to replace or repair failed components.
• Assist the users in the general usage and operation of the LAN and workstations as well as in the use of various software applications.
• Setup and store videoconference equipment and IT audio-visual per requests sent to the Service Desk or as noted by checking the FHWA videoconference log for EFLHD videoconferences.
• Perform basic VoIP Telephone system set up and configuration. Troubleshoot problems as necessary, reporting more advanced problems to the appropriate Tier 3 group.
• Perform administrative support duties to facilitate the accurate bar coding, tracking and reporting of IT equipment and supplies.
• Perform inventory control procedures, assisting the Administrative Services group as necessary to ensure an accurate inventory is acquired.
• Provide printer, multifunction device and scanner support and maintenance as defined by equipment vendor and or EFLHD established procedures.
• Remove and degauss the disk drives in equipment returned for surplus. Dispose of removed hard drives in accordance with EFLHD procedures.
• Provide periodic reports as requested

Confidential

Desktop support / Infrastructure Technician lll / SCCM Administrator

Responsibilities:

• Provided day to day desktop support for IT and Telecom services to the Herndon Sales Office and Sterling Data Center
• Provision and Manage Desktop Cisco phones via
• Provision AD and Exchange accounts via Quest tools and AD tools
• Support NTTA sales office and Data Center personal via phone an in person
• Follow Data center protocols in order to access secured areas
• Single point of contact for Apple and Android phone setup, support and procurement and configuration
• Purchase, configure and support HP and MAC laptops
• Provide timely support to VIPs and Executives across all platforms both in person and remote

Confidential

Network Administrator \ Desktop Support

Responsibilities:

• Support the DVA user community with Tier 1 to 3 desktop support
• PKI Support
• Image new workstations Via SCCM and OSD both PC and Mac
• Provide support for Multifunction Xerox WorkCentre’s for network scanning
• Support Symantec Endpoint Encryption and Guardian Edge Encryption also supported BitLocker
• Administer Servers by monitoring and testing nightly backups as well as Print server support file share security
• Restore Data to network drives when needed utilizing CommVault Console
• Configure and setup user accounts on Local LAN and submit request for VA WAN accounts.
• Create incremental and weekly file server backups for the Office of Research and Development.
• Maintain LAN security both at the desktop and server level for the Office of Research and Development.
• Coordinate technical meetings for Network updates and security patches for the Office of Research and Development.
• Configure and setup VA users VPN connection on laptops and home PC and Mac. Install, configure, trouble shoot and provide training. Test program and all features.
• Provide desktop support to the users in the ORD for both hardware and desktop applications.
• Maintain LAN Security by locking down server files and applications pending access approval from Senior Administration.
• Create accounts by using active directory to setup computer accounts in the domain.
• Deleting old machine accounts in active directory by using the VITA Active Directory menu.
• Instructing users at the desktop level with any problems in the Microsoft office package such as Word, Excel, access, PowerPoint, Exchange, and Internet Explorer

Confidential

Windows System Administrator

Responsibilities:

• Utilize SCCM to Deploy software to desktop and mobile devices systems in support of a major Windows 7 Migration of 6000 users.
• Trouble Shoot Microsoft Configuration Manager Client issues via remote control and in person.
• Maintain a Windows 7 Test Lab and Fix It Room by maintaining 15 laptops with VMware running Windows 7 64 and Office 2010.
• Schedule and assist users via SharePoint with application testing by installing and configuring software i.e. ODBC settings, mapping network drives and printers.
• Supported AppSense configuration an installation

Confidential

Senior Network Administrator

Responsibilities:

• Maintained network, Active Directory, Exchange, System Center Configuration Manager, and Windows Deployment Services.
• Supported the AVAYA PBX system.
• Provided executive support to high level cooperate officers on both Confidential issued windows bases equipment and personal Apple laptops
• Implemented Windows Deployment Services for several different workstation and laptop platforms.
• Implemented, tracked and reported the Service Desk application and help desk activities.
• Implemented and Managed Microsoft System Center Configuration Manager.
• Implemented Windows 7 operating system deployment.

Confidential

Network Administrator

Responsibilities:

• Provided desktop and phone support to Confidential users.
• Maintained Windows XP, Office 2007 and HP and XEROX printers.
• Supported AVAYA PBX phone system

Confidential

Senior Support Representative

Responsibilities:

• Provided support for wireless Treo and Blackberry devices
• Support users via SMS remote control tools and Active Directory
• Administer VPN access and RSA secure tokens via RSA Ace/Server 5.2 Administration
• Manage issues from utilizing Remedy Support MS Office 2000 through 2003
• Install Oracle client and configure Oracle ODBC settings
• Remotely manage network hardware via Active Directory an Xerox Center Ware Internet Services
• Troubleshoot features on the Cisco 7960 IP Phone

Confidential

Senior Support Specialist / Technical Trainer

Responsibilities:

• Provided support & training for ECM (Electronic Content Management) of PC Docs and Documentum.
• Developed curriculum and materials for classroom training of DOE employees.
• Supported user workstation hardware and software i.e. Scanners and SCSI adaptors.
• Supported Software Development/application testing and debugging.

Confidential

Senior Systems Analyst

Responsibilities:

• Configured and installed all workstations.
• Managed user accounts in Active Directory.
• Configured and installed Blackberry devices.
• Installed and tested VPN/remote access software.