SUMMARY:

Highly motivated and goal - oriented professional committed to pursuing a long-term career in Information Technology as an exciting and innovating career in which opportunity for growth and expansion are key components.

TECHNICAL SKILLS:

Proficient In: Microsoft Office Suite 2007, 2010, 2013, and 2016 (including office 365); Lotus Notes; IE, Windows XP, Windows 7, Windows 8, Windows 8.1, and Windows 10; VMWare; Citrix; Oracle; Witness Client Install; Witness Agent Setup; Paper Port Install; VNC; Exchange Administration; Active Directory; Veritas Backup Solutions; Heat; Remedy; TrackIt; PC Anywhere; Desktop Streaming; PAL Dialup; VPN; Ztrip Install; Remote Desktop; NetMeeting; and more…

EMPLOYMENT HISTORY:

Confidential

Desktop Support

Responsibilities:

• Recommends system modifications to reduce user problems
• Virus Removal
• System Upgrades
• Troubleshooting Slowness and Lag Time
• PC Repair

Confidential

Tier II Help Desk Technician

Responsibilities:

• Identifies, researches, and resolves technical problems
• Responds to telephone calls, email and personnel requests for technical support.
• Documents, tracks, and monitors problems to ensure a timely resolution using established work order tracking system
• Troubleshoot PC hardware and software issues
• Performs a variety of complicated tasks
• Leads and directs the work of others
• Desktop imaging
• Video Teleconferencing
• BMC Remedy

Confidential

Tier II Help Desk Technician

Responsibilities:

• Identifies, researches, and resolves technical problems
• Responds to telephone calls, email and personnel requests for technical support.
• Documents, tracks, and monitors problems to ensure a timely resolution using established work order tracking system
• Troubleshoot PC hardware and software issues
• Performs a variety of complicated tasks
• Leads and directs the work of others
• Desktop imaging
• Video Teleconferencing
• BMC Remedy

Confidential, Washington, DC

IT Manager

Responsibilities:

• Primary for Help Desk operations and end user support
• Researches and resolves technical problems (Tier 1/Tier 2)
• Documents, Tracks, and monitors issues
• Recommends system modifications to reduce user problems
• Maintains and updates Active Directory adding users into Active Directory into the correct OU
• Performs maintenance to Windows Server 2003-2008.
• Performs maintenance on Dell and Mac workstations, Dell and HP laptops, and HP printers
• Utilizes VMware to monitor degradation and any needed patches, updates and peripheral upgrades.
• Performs password resets and group policy changes through Active Directory
• Installed and Monitored NT Servers
• Ghosting/Reimaging of PCs as needed for deployment to new users/Sysprep.

Confidential, McLean VA

IT Support Specialist

Responsibilities:

• Provides support for low complexity applications.
• Creates and develops software solutions to application errors reported
• Escalates unresolved issues to proper personnel
• Provides end-user support
• Provides systems administration assistance
• Identifies the need to coordinate stakeholder discussions
• Identifies the need to update user documentation or conduct training.

Confidential, Reston VA

Desktop-Network Engineer/Partner Technician

Responsibilities:

• Supports 26 U.S. House of Representative offices ranging from 15 - 25 users per office.
• Performs maintenance to Windows Server 2003-2008.
• Performs maintenance to Windows XP, Windows 7, and Windows Vista operating systems as well as Mac OS.
• Performs maintenance on Dell and Mac workstations, Dell and HP laptops, and HP printers
• Re-images all respective machines according to proper specifications and adds dual platform via BootCamp on all MAC OS.
• Coordinates and/or repairs workstations and laptop hardware located on Capitol Hill.
• Coordinates and/or repairs, reloads, or reinstalls any software covered under the Partner Service Plan.
• Coordinates and/or repairs any server or network hardware covered under the Partner Service Plan.
• Updates assigned tickets via Lotus Notes and adds descriptive documentation into each separate case.
• Evaluates printer errors and performs printer maintenance.
• Assists in contacting third-party vendors of multi-functional printers and scanners including but not limited to Xerox, Sharp and Panasonic.
• Offers professional recommendations for office hardware and software upgrades or equipment, as well as evaluate quotes, for accuracy and completeness, that were furnished by third-party vendors.
• Communicates technical issues, installation of equipment and personnel changes with the assigned ITC.
• Supports clients through Active Directory by granting proper rights according to level of their authority in the office.
• Adds users into Active Directory into the correct OU according to their office Representative.
• Performs password resets and group policy changes through Active Directory.
• Visits offices on a regular basis to ensure all equipment and software are functioning properly.
• Utilizes VMware to monitor degradation and any needed patches, updates and peripheral upgrades.
• Visits offices quarterly (via appointment) to review the office equipment is running efficiently with input from the technical consultant (SA) in the office.
• Supports offices remotely via NetMeeting and Remote Desktop on occasion.
• Supports and Adds Users to the BES (Blackberry Enterprise Server).
• Creates a trust with the office so they feel comfortable with the involvement with them working to resolve any issue arises as per the contract.
• Effectively communicating with the office using time management to ensure that the problems are resolved in a timely manner.
• Supports incoming 110th Congress and 111th Congress.

Confidential, Arlington, VA

Network Engineer/Senior Support Engineer

Responsibilities:

• Responsible for the configuration, maintenance, backup and support of Microsoft Windows workstations and laptops.
• Received, configured, and installed laptops and workstations.
• Managed patch deployment with Software Update Services.
• Enhanced, maintained, and tested client backup strategy.
• Maintained and Supported NT backups - including, but not limited to, changing .bks files to run automatically.
• Ensured client backup of data weekly and monthly by monitoring backup files on server.
• Symantec NT backups - support and configuration.
• Rapidly and effectively diagnosed and solved all hardware and software issues.
• Outlook client configuration and management.
• Coordinated with San Francisco team when necessary.
• Installed and Monitored NT Servers.
• Used VMware to monitor degradation and any needed patches, updates and peripheral upgrades.
• Active Directory - adding users, supporting passwords, OU placement, setup, etc.
• Scrubbing AD for Missing Computers.
• Remote Access as needed to support employee PCs.
• Supported Windows 2000-XP in work environment.
• Supported Windows Server 2003.
• DHCP/TCP/IP.
• DNS Lookup and Reverse Lookup for system security by using CompleteWhoIsThis.
• Supported and conducted troubleshooting of Avaya Phone System by configuring, patching ports, forwarding lines, etc.
• Ghosting/Reimaging of PCs as needed/Sysprep.
• Hardware/Software Support for internal customers included, but was not limited to, internal software and MS office suite applications.
• Win VNC.
• Paperport.
• Configured VPN accessibility to network.
• Configured and Supported Network Printers.
• Reconfigured cables and added servers and hubs at our Data Center Norton Anti-virus.
• Supported and conducted troubleshooting of all peripherals, including but not limited to, projectors, wireless cards (software Verizon or Sprint), etc.
• Planned, designed, configured, integrated and/or implemented Windows 2000/XP and PC security.
• Served as technical engineer for deploying the client image.
• Provided technical PC support.
• Ensured standard network client configurations through the development of automated scripts.
• Supported and Added Users to the BES (Blackberry Enterprise Server).

Confidential, McLean VA

Network Engineer/Senior Support Engineer

Responsibilities:

• Responsible for the configuration, maintenance, backup and support of Microsoft Windows workstations and laptops.
• Received, configured, and installed laptops and workstations.
• Managed patch deployment with Software Update Services.
• Enhanced, maintained, and tested client backup strategy.
• Maintained and Supported NT backups - including, but not limited to, changing .bks files to run automatically.
• Ensured client backup of data weekly and monthly by monitoring backup files on server.
• Symantec NT backups - support and configuration.
• Rapidly and effectively diagnosed and solved all hardware and software issues.
• Outlook client configuration and management.
• Coordinated with San Francisco team when necessary.
• Installed and Monitored NT Servers.
• Used VMware to monitor degradation and any needed patches, updates and peripheral upgrades.
• Active Directory - adding users, supporting passwords, OU placement, setup, etc.
• Scrubbing AD for Missing Computers.
• Remote Access as needed to support employee PCs.
• Supported Windows 2000-XP in work environment.
• Supported Windows Server 2003.
• DHCP/TCP/IP.
• DNS Lookup and Reverse Lookup for system security by using CompleteWhoIsThis.
• Supported and conducted troubleshooting of Avaya Phone System by configuring, patching ports, forwarding lines, etc.
• Ghosting/Reimaging of PCs as needed/Sysprep.
• Hardware/Software Support for internal customers included, but was not limited to, internal software and MS office suite applications.
• Win VNC.
• Paperport.
• Configured VPN accessibility to network.
• Configured and Supported Network Printers.
• Reconfigured cables and added servers and hubs at our Data Center Norton Anti-virus.
• Supported and conducted troubleshooting of all peripherals, including but not limited to, projectors, wireless cards (software Verizon or Sprint), etc.
• Planned, designed, configured, integrated and/or implemented Windows 2000/XP and PC security.
• Served as technical engineer for deploying the client image.
• Provided technical PC support.
• Ensured standard network client configurations through the development of automated scripts.
• Supported and Added Users to the BES (Blackberry Enterprise Server).

Confidential, Arlington, VA

Network Engineer

Responsibilities:

• Planned, designed, configured, integrated and/or implemented Windows 2000/XP, COTS software, and PC security.
• Planned, configured, and implemented client network standard desktop configurations, worldwide, for both classified and unclassified environments.
• Served as technical engineer for deploying the client image by means of the Altiris Suite for implementation of the W2K/WinXP technologies to the desktop/laptop on client worldwide network.
• Integrated COTS office automation software, utilities, and site-unique applications across the network.
• Configured desktop operating systems (W2K/WinXP).
• Assisted users in system documentation and software support for information systems.
• Provided technical PC support with migration of Windows XP OS to the DISANet environment.
• Ensured standard network client configurations through the development of automated scripts.
• Conducted troubleshooting information system network equipment (printers, Blackberrys, etc).
• Ensured standard DISANet client configurations.
• Provided configuration management of standard COTS products.

Confidential, Tysons Corner, VA

System Analyst

Responsibilities:

• Maintained computer software and troubleshoot workstations.
• Received, documented, tracked and resolved questions or problems in a regulated call center environment.
• Provided second and third-tier technical support to all users within Confidential
• Created user profiles in user manager.
• Maintained server stability in server manager and made sure network is operating at a steady rate.
• Worked with NOC to help resolve network issues and which communities were down or having issues.
• Configured Network and Local printers for all users whether in house or abroad in the communities.
• Configured PAL dial up and other various installs.
• Gave remote users access to the network by setting up and installing VPN system access.
• Installed and ran ZTRIP installations for 95, 98 and 2000.
• Attempted to resolve all issues called in to User Support from clients and assured timely response to user questions and problems.
• Assisted users to resolve all supported software, hardware, telecommunications, system, LAN, WAN, and process/procedure related problems and questions.
• Entered required information for every call on customer requests into case management system.
• Escalated calls to the appropriate staff members, both internal and external to User Support, when the first level resolution period has been exceeded or case cannot be resolved on a tier two/three level.
• Maintained familiarity with all open calls and the time period within which they must be resolved.
• Adhered to all processes, procedures, and expectations established by User Support management to meet the highest level of customer care.
• Met all goals and objectives as identified by management such as log-in time, active and ready time, idle time and personal call abandonment rate.
• Ensured that standards and processes were followed to provide the best and most effective customer service possible and were meeting all regulatory requirements.
• Followed Service Level Agreements, Product Support Plans, User Support Manuals, and other appropriate documentation.
• Ensured that standards and processes are followed to provide effective customer service possible and met applicable regulatory requirements.
• Followed Standard Operating Procedures, Service Level Agreements, Product Support Plans, and User Support Manuals.
• Provided appropriate Tier 2 support within User Support on these systems to fellow team members.
• Utilized Active Directory as Account Operator - (recent deployment) Reset passwords, change passwords, unlock accounts, check account expiration.

Confidential, Washington, DC

Sr. Associate

Responsibilities:

• Implemented Confidential ’s Computer Plan including servers, personal computers and local area networks.
• Assessed and documented Confidential technology requirements.
• Developed and implemented project plans.
• Established and maintained internal Confidential databases.
• Updated union on available access to external bases applicable to Confidential users.
• Maintained state-of-the-art information on current computer technology and its relevance to organizational needs.
• Maintained computer hardware and troubleshoot hardware and software problems.
• Worked with Confidential departments to develop and install new computer applications.
• Customer support.
• Help desk operations.
• Training delivery and development.
• Database administration.
• Affiliate technology assessments.
• Coordinated technology infrastructure planning.
• Utilized Active Directory to monitor user accounts, add users and groups to domain, manage printers, set permissions on network resources, disabled/enabled user accounts.
• Set group policy for any of the sites, domains, or organizational units.
• Filtered effect by using membership in security groups.