SUMMARY:

My background includes in - depth knowledge and experience related to troubleshooting a wide variety of PC operating systems, software, and hardware components, as well as a commitment to expanding my knowledge of emerging technologies and support solutions.

PROFESSIONAL EXPERIENCE:

Tier I Desktop Support Engineer

Confidential

Responsibilities:

• Work independently and collaboratively with other areas of the IT infrastructure to provide 24/7 first contact resolution by defining, isolating, and resolving complex and critical technical issues and support requests for hardware, software, network, and communication devices using Remote Desktop and SCCM remote management services
• Familiarize and train Enterprise users in the use of government intranet and internet services and software applications
• Configure and deploy desktop/laptop computers, peripherals, and associated software
• Image, deploy, and manage customer workstations and peripherals through the entire service life cycle
• Collaborate with all areas of the IT infrastructure in providing uninterrupted interconnectivity and services in the areas of routing and switching, email, and other network share resources
• Provide workstation user network account support, including setup and configuration (e.g., user profile, e - mail, peripheral access), and troubleshoot user account problems daily using Active Directory
• Install, troubleshoot, update, and provide training on certified Commercial-Off-the-Shelf (COTS) and customized software on workstations
• Perform regular software and security updates using SCCM and resolve workstation security and virus protection issues using Symantec Endpoint Protection
• Maintain awareness of Information Technology & Services (IT&S) plans and initiatives to implement the use of new and emerging technologies, and regularly brief management on progress and developments
• Regularly review and contribute to the native BMC Footprints knowledge base to learn new solutions, and provide guidance on resolved technical issues
• Log and track all requests for assistance, report on resolution status, and provide performance metrics using the BMC Footprints incident tracking system
• Provide after-hour and weekend support when necessary
• Recognized in performance reviews for taking on a leadership role in the development and implementation of customer service and technical goals, and for eagerness to serve as a technical resource in the training of new and current technicians
• Consistently noted in performance reviews as successfully resolving the highest number of reported incidents and requests per weekly reports as compared to fellow technicians in both Tier I and Tier II positions

Test Analyst

Confidential

Responsibilities:

• Performed test analyses for a Confidential budget application using the associated test plans
• Created and maintained user manuals, requirements documents, release documents, test plans, and all other production related documentation for applications in development
• Met with the vice president and upper management of the company, as well as clients to identify application updates and enhancements, and establish time lines for version releases
• Worked with clients to establish product release dates and worked with management and the development team to successfully meet deadlines

System Administrator

Confidential

Responsibilities:

• Used VMware vSphere 5.5 to deploy, manage, and maintain virtual servers for the development and regular maintenance of FDA applications within test, development, and production development environments
• Scheduled and monitored backups using vRanger and Symantec Backup Exec 2012
• Managed tape library and SAN storage located at the onsite NOC
• Applied Confidential patch management to remediate security vulnerabilities on servers using SCCM
• Assisted the lead Oracle database administrator in the regular deployment of Oracle version updates
• Analyzed, troubleshot, and remediated reported issues with 4 supported FDA applications
• Followed a strict documentation workflow process in planning, implementing, and testing application and hardware changes and deployments

Tier II Desktop Support Engineer

Confidential

Responsibilities:

• Responded to technical issues and supported requests for hardware, software, network, and communication devices both remotely using Dameware and desk side
• Answered and responded to IT customer support services calls, delivering and ensuring personable customer service and quick resolutions to problems related to customer workstations
• Met with management at least twice weekly to discuss the possibility of increasing efficiency of operations by exploring problem solving methodologies and technologies that would maintain consistency and correctness of service while improving the ability of end - users to carry out critical business activities
• Worked closely with management and other branches of IT to improve the inter agency flow of information, conduct needs analysis, and develop technical requirements and specifications that better automate, improve upon, and streamline the Enterprise business processes
• Advised management on potential security threats related to Enterprise email, intranet/internet, network security, virus protection, remote management, and other services, and helped develop and implement policies to remediate those threats
• Logged and tracked all requests for assistance, reported on resolution status, and provided performance metrics using the Remedy incident tracking system
• Applied Confidential patch management to remediate security vulnerabilities and used Security Technical Implementation Guidelines (STIG) processes when deploying network computer software and hardware
• Configured and managed group memberships of network accounts within Active Directory
• Monitored network health and worked closely with Network and Server branches of IT to correct resource access and connectivity issues

Tier I Desktop Support Engineer

Confidential

Responsibilities:

• Configured desktop/laptop computers, peripherals, and associated software
• Served as point of first contact for individual and base wide technical issues as well as liaison between the Service Desk and the associated IT branches involved with resolving the issue
• Worked with other branches of IT to monitor and correct network issues in an accurate and timely manner, ensuring the connectivity of networked devices and facilitating Enterprise access to public and personal server shares, printer functionality, email, and intranet/internet services with minimal disruption
• Logged and tracked all requests for assistance, reported on resolution status and provided performance metrics using the HEAT and Remedy incident tracking systems
• Consistently lead my fellow techs in receiving and responding to help desk calls, and reported tickets resolved according to monthly reports pulled from Remedy incident tracking system metrics and performance reviews

Test Analyst

Confidential

Responsibilities:

• Performed test analyses for five different government budget applications using the associated test plans
• Created and maintained user manuals, requirements documents, release documents, test plans, and all other production related documentation for applications in development
• Worked closely and held regular meetings with clients to identify application updates and enhancements, as well as time lines for version releases
• Assisted with computer, network, and server installation and troubleshooting
• Headed the development and redesign of the corporate website
• Prepared and presented proposals for the Vice President and senior management officials of the company on complex website overhaul plans, to communicate complex technical requirements to non - technical personnel, and to identify and gain approval for future development and update plans in accordance with company needs