SERVICE DESK LEAD Resume WASHINGTON, DC - Hire IT People

OBJECTIVE:

Seeking a position in the Information Technology field utilizing my previous work experiences, supervisory and management skills to help achieve significant cost reductions and improve operating efficiencies.

SUMMARY:

Extensive background in installing, operating, and maintaining state - of-the-art telecommunications equipment, troubleshooting networks, Automated Information System (AIS) security and ensuring proper equipment operations and line security.
Strong supervisory, organizational and time management abilities- accustomed to working in a fast-paced environment and effectively handling multi-tasking.
Over 16 years of professional experience in a 24/7 Telecommunications/Network Operations environment.

PROFESSIONAL EXPERIENCE:

SERVICE DESK LEAD

Confidential, WASHINGTON, DC

Provide direct support to local and remote users as necessary to ensure proper operation of all technology resources, including PC hardware/software and related peripherals.
Support network infrastructure (physical and virtual) to ensure effective and efficient networking systems.
Monitor network operations and software applications (i.e. servers (file, print, applications, web, database, proxy, etc.) operating systems, data availability, routine maintenance programs, etc.) to ensure efficient operations.
Respond to emergency situations as needed to resolve immediate concerns.
Configure, install, and support desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.
Relocate IT equipment including desktop computers, printers, monitors, portable data storage devices, and other general peripherals.
Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
Connect and configure IT devices to use computer networks.
Diagnose hardware and software failures, communicates the remediation plans to users, and provide status updates.
Support desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.
Re-image desktops and laptops, as needed, and deploys new equipment to end users.
Retrieve equipment from departures to be re-imaged, reassigned, and updated in inventory.

Computer Systems analyst

Confidential, Washington, DC

Managed and provided nine team members with technical support regarding the system’s performance and emergent issues, particularly issue affecting operational availability.
Supervised primary customer support and resolves customer problems.
Supervised Enterprise Network monitoring in a 24x7 Network Operations Center.
Provided alternative delivery of messages, and resumes message delivery and re-deliver of messages as required.
Providing early warning and alert to key officials, and facilitating the flow of critical information to those who need it on a timely basis.
Hands-on experience analyzing high volumes of logs, network data.
Maintain open communication and provide updates and pertinent NIPR, SIPR information through the appropriate chain of command;
Monitor the NIPR, SIPR, and JWICS systems for system stability and any potential issues.
Advanced understanding of TCP/IP, common networking ports and protocols, traffic flow, system administration, OSI model, defense-in-depth and common security elements.
Monitors messaging non-delivery trends, and coordinates proper corrective measures with internal and external DMS support centers and personnel. Provide customer service interface with supported organizations.
Provide defense messaging support for all DoD agencies.
Configure, administer, and troubleshoot Defense Messaging Systems including: Automated Messaging Handling System (AMHS), and associated CFE’s (CPXP). Ensuring their stability and integrity on all NIPR, SIPR, and TIPR terminals.
Intermediate knowledge of TCP/IP, routing, firewalling, and overall network security.
Knowledge of LINUX and UNIX.
Apply strong analytical and problem solving skills to identify and resolve system errors within the Defense Messaging System (DMS) working closely with system engineers to improve system efficiency and to decrease downtime.
Working with Microsoft SQL, Windows 2003 Active Directory (AD) and Microsoft Exchange running on VERITAS large scale and global active passive clustered environment.
Monitor and troubleshoot the communication circuits between legacy systems and legacy customers. Making sure that messages on the Enhanced Communications Gateway System (ECGS) and Multi-Function Interpreter (MFI) are processing correctly and in a timely manner.
Troubleshoot connectivity and message delivery issues with customers as a Tier II Technician via e-mail and phone.
Proficiency with BMC Remedy Action Request System.

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Service Desk Lead Resume

Washington, DC

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