TECHNICAL EXPERTISE:

Operating systems experience: Windows (10, 8, 7, Vista, XP, 2000, ME, 98/95), Unix/Linux, MS - DOS

Software experience: Blackberry Administration Server, Confidential, Exchange management console, BMC Remedy 6.5, 7.1, Windows Net meeting, X1 indexing software, Dame Ware NT utilities Guardian Edge, Data armor And Policy management console, Imaging using PXE boot, Norton ghost cast server, CA Unicenter, CA Unicenter DSM explorer, CA Unicenter Remote Control, Microsoft Active directory, Microsoft office suite 2003, 2007, 2010, 2013 (Word, Excel, Access, Power point, Outlook, Etc.), NMAP

Proprietary software: Fed Select, PIMS, PD2, DSAID database

Networking experience: Experience manipulating printer TCP/IP settings via their web interfaces to suit the situation, Experience creating user accounts using Windows active directory, Knowledge in the Sub netting of networks, Knowledge of TCP/IP and associated ports, Knowledge of OSI layer structure, Able to trouble shoot network connectivity issues using various command line functions: Ping, Tracert, Ipconfig Etc.

Hardware/Peripherals experience: Workstations, Printers, Scanners, Copiers, CD/DVD Duplicators, Hard Drive Duplicators, Laptops, Network Interface Cards, 802.11a/b/g/n (Wireless Routers, Access Points and Network Interface Cards), Black berry phones, Disk imaging via Norton ghost server and Copyzilla.

PROFESSIONAL EXPERIENCE:

Enterprise Service Desk Senior

Confidential

Responsibilities:

• Support the Confidential users via phone support on NGEN network at Marine Corps Base Quantico VA.
• Provide helpdesk support using Remedy Desktop/server management application.
• Interview user to collect information about the problem while Logging and tracking calls using problem management database then proceeding with trouble shooting the issues, documentation of resolution of the issue or escalating the issue to other departments.
• Support customers with any issues they may have had with Windows 7, Office 2010, Office 2013 and any other software or web application they may be having issues with.
• Experience supporting and troubleshooting VIP issues.
• As Confidential triage manger routed tickets in remedy to correct departments with proper notes based on established procedures
• Duties performed as Physical security at Newlin hall
• Granted and revoked CAC building access in the AMAG system as well as cleared alarms in the system
• Verified visitor access requests (VARs) using consolidated access rosters and granted Programed CAC building access based on various approved access lists.
• Audited the AMAG system to determine access on a regular basis using provided spreadsheet of expired visitors.
• Trained personnel on tasks related to running of front desk security at Newlin hall.

Database Manager

Confidential

Responsibilities:

• Support Confidential ( Confidential ) to resolve support requests in DSAID (Defense Sexual Assault Incident Database) from AF SARCs (sexual assault response coordinator) through telephone support and via e-mail.
• Perform Quality assurance by making sure data fields in DSAID are entered with information in accordance with the specifications laid out in DODI 6495.01, 6495.02 and AFI 90-6001 so to be ready for the annual report to congress that uses the data.
• Approve and establish user accounts in DSAID verifying clearance, access level, certification, and commander’s approval.
• Terminate SARC account when they depart for other assignments or for other reasons as directed by Air Force SAPR.
• Review accounts for accuracy and account validity ensuring SARCs are credentialed and have a right to Access DSAID.
• Ensure proper turnover of cases as SARC change over occurs and ensure that the cases are transferred to the newly assigned SARC.
• Verify the accuracy of reports generated by DSAID compared to I2MS, and modify DSAID Records to match as directed by the SAPR Program office.
• Enable users to evaluate business processes, manage cases, track training, and manning of SARC and VA assignments.
• Created a Product (using excel and conditional formatting) for the SARCs in the field to help them find and enter missing information In DSAID.

Help desk Analyst

Confidential

Responsibilities:

• Support the Office of the General Council comprised of senior legal staff as well as some VIPs with phone and desktop support.
• Utilize active roles server ( Confidential ) or active directory to perform Account creations, password resets, Etc.
• Support and administer Blackberry Devices through Blackberry Administration Server as well as perform troubleshooting and updating of black berry software/ hardware
• Train users on software and hardware on-site.
• Provide documentation of helpdesk support utilizing Remedy Desktop/server management application.
• Support customers with any issues they may have with Windows 7, Windows XP and Office 2010 as well as X1 indexing software.
• Installs installation of hardware and peripheral components such as monitors, keyboards, printers, KVM switches and disk drives on user’s premises.
• Install and configure and troubleshoot local printers.
• Image drives and copy drives using onsite hard drive Duplicators.
• Recover data from failed drives.
• Copy CDs and DVDs using onsite CD/DVD duplicators

Confidential

Service desk

Responsibilities:

• Supporting the Marine Corps System command users via phone and desktop support on Confidential network at Marine Corps Base Quantico VA.
• Provide helpdesk support using Remedy Desktop/server management application.
• Configured Microsoft outlook profiles on users system to communicate with the exchange server.
• Support customers with any issues they may have had with Windows 7, Windows XP, Office 2010, and Office 2007.
• Troubleshoot and provide technical support via Window XP Net meeting remote desktop software.
• Interview user to collect information about the problem while Logging and tracking calls using problem management database then proceeding with trouble shooting the issues, documentation of resolution of the issue or escalating the issue to Confidential technicians.
• Support, troubleshoot and configure Blackberry Devices for tethering for use when accessing network through VPN software.
• Support, troubleshoot and configure Sprint air cards for use when accessing network through VPN software.
• Support, troubleshoot and configure Blackberry Devices for phone support Email support and various other uses for the devices
• Configure, test and trouble shoot Citrix VPN RAS connections in laptops.
• Moderate experience supporting and trouble shooting VIP issues.

Tier II Help desk Technician

Confidential

Responsibilities:

• Interview user to collect information about the problem while Logging and tracking calls using problem management database then proceeding with trouble shooting the issues, documentation of resolution of the issue or escalating the issue to network and server level technicians.
• Provide helpdesk support using Remedy Desktop/server management application.
• Utilized Active directory to perform Account creations, password resets, Etc.
• Supported customers with any issues they may have had with Windows XP, Office 2010, Office 2007, and Office 2003.
• Configured Microsoft outlook profiles on users system to communicate with the exchange server.
• Image computer systems at customer work via PXE boot.
• Perform technical surveys on client systems for migration process.
• Install and configure and troubleshoot local and network printers.
• Install configure local windows workstations with related peripherals i.e.: mouse, monitor, keyboard and etc.
• Troubleshoot and provide technical support via Dameware remote desktop management software.
• Support Blackberry Devices through hardware/software installation and troubleshooting.
• Provide hardware and software PC and Network support.
• Install, configure, and test Citrix, VPN, RAS connections in laptops.
• Create and add users to windows domain via active directory as well as create and add computer names to domain in active directory

Help desk technician

Confidential

Responsibilities:

• Support customers with any issues they may have had with Windows XP, Office 2010, Office 2007.
• Utilized Active directory to perform account creations, password resets, Etc.
• Configured Microsoft outlook profiles on users system to communicate with the exchange server.
• Image computer systems at customer work stations via Norton Ghost server.
• Provide helpdesk support using Unicenter Desktop/server management application.
• Perform technical surveys on client systems for migration process.
• Install and configure and troubleshoot local and network printers.
• Troubleshoot and provide technical support via remote desktop management software.
• Supported Blackberry Devices through hardware/software installation and troubleshooting.
• Provide hardware and software PC and Network support.
• Install, configure, and test VPN, RAS connections in laptops.
• Create and add computer names to domain in active directory.