PROFESSIONAL SUMMARY:

• Accomplished and dedicated IT professional with over 20 years of success in providing multi - tier support to clients and end-users, directing technical projects, and working with end-users to quickly resolve issues affecting workflow, systems, and networks.
• Proven track record of managing change and establishing standardized procedures and technical documentation for sustained system and network operability.
• Success in leading initiatives to optimize and replace legacy systems at local and offsite locations.
• Seeking to leverage expertise to secure a challenging and rewarding Systems Support or IT Help Desk position with an organization that rewards talent and results.

SKILLS:

• Systems Administration Tier I/II/III Support Network Administration
• Project Management Change Management Help Desk Support
• Service Desk Support Team Leadership Troubleshooting

PROFESSIONAL EXPERIENCE:

Confidential, Herndon, VA

Security & Systems Engineering Help Desk Specialist

Responsibilities:

• Use LANDesk 2016 to patch computers across 360 branch locations throughout the United States. Create distribution groups and scheduled tasks for patch installs.
• Call and schedule installation of missing patches during days and times most convenient for the users
• Install Trend Micro end-point protection software on remote computers throughout network.

Confidential, Bethesda, MD

IT Service Desk Representative

Responsibilities:

• Provide Tier I/II support at Customer Service Desk supporting Confidential systems throughout US and Canada.
• Promptly answer 50 inbound IT support calls from end-users daily, and minimize delays to reduce abandoned call rates
• Install, configure, modify, and repair hardware and software, and resolve technical issues using various diagnostic tools.
• Setup mobile devices and PC desktops and laptops.
• Manage call flow and respond to end-users' technical support needs; prioritize and document work using ticketing systems.

Infrastructure Systems Support Specialist

Confidential

Responsibilities:

• Delivered direct client and call center support during Confidential exchange email migration project, including configuring and troubleshooting end-user accounts in Outlook 2010 from Exchange 2013, setting up user and group policies.
• Identified issues relating to Exchange migration using Cherwell, expeditiously resolved escalated tickets.
• Coordinating file transfers from field domain controllers to new server build outs, and monthly server system patching.
• Developed and implemented standard operating procedures for field server domain controller replacements.
• Incorporated PCI regulations compliance for VMware and server hardening
• Installed and secured Windows 2009 embedded POS on Micros Tablets for point of sales (POS) systems
• Managed VMware ESXi5.1 host builds to replace legacy field domain controllers throughout US and Canada.
• Built 40 servers using hardware upgrades and installed VMWare ESXi5.1, and corresponding virtual servers.
• Configured server DHCP scopes, DNS records and aliases for uninterrupted DC replacement, installed and configured IIS
• Created and modified Active Directory and Exchange user accounts. created and maintained existing distribution lists and shared mailboxes

Confidential, Watertown, MA

IT Support

Responsibilities:

• Provided remote and onsite support to end-users on systems including Windows XP/7/8 and MS Office suite 2010/2013
• Implemented Team Viewer to remotely support end-user operating system and application issues.
• Set up firewall and router, VPN and client-to-gateway , firewall DHCP settings, Windows Server 2012 R2, and ; managed networking digital video recorders using firewalled network.
• Established one-to-one NAT for external facing and internal non-routable IP addresses

Confidential, Rockville, MD

Hardware Help Desk Supervisor

Responsibilities:

• Manage Hardware Helpdesk team for all deskside IT related issues stemming from 1st Tier, 2nd Tier problem tickets.
• Create accounts in Active Directory and Exchange 2010 Server mailboxes.
• Administer Blackberry Server. Create accounts, distribute smart phones, and resolve Blackberry smart phone related issues
• Troubleshoot and resolve Windows XP and Outlook 2007 system performance related issues.
• Support Windows 7, Outlook 2010 Operating system.
• Participate in Firm computer refresh of end user computer system replacing XP with Windows 7.

Confidential, Warrenton, VA

Help Desk Administrator

Responsibilities:

• Manage IT Help Desk. Responsible for the maintenance of all IT and infrastructure related services
• Responsible for the setup, deployment, and administration of computer
• Administer Exchange 2010, SharePoint 3.0, and Blackberry Enterprise servers
• Create user accounts on Windows Exchange 2010 server
• Provide help desk for users in a Windows 7 Environment
• Setup and deployment and troubleshooting of smart phones and Blackberry's.

Confidential, Vienna, VA

Senior Systems Administrator

Responsibilities:

• Maintained problem ticket and incident management system for issues reported by end-users, vendors, and corporate IT departments.
• Resolved end user technical support incidents and acted as escalation point for the help desk team and senior IT Lead supervising that team.
• Administered Exchange servers and Active Directory, and supporting server infrastructure
• Adhered to change control and documentation procedures, and developed systematic instructions, back-out procedures, pre- and post-testing, technical details, and business impact of IT changes.
• Singlehandedly provided on-call Tier III/IV support on critical incidents in 24/7/365 -monitored environment supporting Infrastructure, network, and servers.
• Directed installation, repair, and maintenance strategy for Data Center, electrical power, backup generator power, AC units, and IT infrastructure-related projects.
• Worked with WAN and LAN engineers to install, troubleshoot, and repair routers, firewalls, switches, and compression appliances throughout the campus
• Controlled access to and maintained Data Center and IT infrastructure by monitoring and maintaining server systems, network core switches, routers, firewalls, and host client switches.
• Reduced IT footprint 25% through participation in IT Clean Sweep; achieved server reduction goals, and reduced severity-one tickets for Northern Virginia offices.
• Outlined and documented process, and planned, coordinated, and implemented the retirement and migration strategy of multiple Novell file servers to Windows 2003 NAS storage server.
• Participated in Global Corporate Server remediation for two northern Virginia offices; planned, scheduled, and executed sever remediation by install monthly security patches, updates, and configured advanced SNMP hardware monitoring agents for uptime monitoring.

Confidential, Fairfax, VA

Senior Technical Analyst

Responsibilities:

• Responsible for the installation of servers, and allocation of existing servers for new web sites
• Created sites and databases on both IIS and SQL Servers. Closely worked with application and database programmers on maintaining and updating sites.
• Designed and administered the tape backup solution and disaster recovery strategy for 40 Windows servers. Solved daily backup errors and data recovery requests.
• Installed and administered security servers responsible for patch testing and anti-virus compliance.
• Patched servers and workstations weekly. Scheduled system patching and associated web and database server down time with contract managers, programmers, and user community
• Help desk coordinator responsible for overseeing the purchasing and installing of Windows workstation systems and providing support to end users, designers, and programmers.
• Made decisions on computing technology needs. Established payment terms with various vendors for corporate purchases of computer and technology equipment.
• Resolved computer, software, and network related issues for users.
• Introduced a plan to replace outdated analog phone system. Researched various phone systems and selected one capable of providing traditional PBX switch functions and future IP Telephony expansion. Negotiated a 35 % corporate discount.
• Oversaw the installation of phone system, cabling, phones, and Confidential line.
• Participated in the installation and migration to a Windows 2000 Active Directory Domain from an NT domain
• Responsible for the group login policy creation, domain printer setup and installation, and rollover of user profiles from an NT domain to Windows 2000 domain.

Confidential, Roslyn, VA

IT Support Analyst

Responsibilities:

• Administrator Novell 4.11 Windows NT 4.0 & Windows 2000 Servers for the corporate office.
• Designed and installed Ethernet and Voice network and cabling for the Synectics corporate relocation.
• Provided Windows end user support to programmers, developers, statisticians and employees
• IT Contract project lead to the Developmental Schools Foundation for administration of a Novell and Windows Network. Included Ethernet Cabling installation, purchasing decisions, and user training and support for the Developmental Schools Foundation teachers, staff, and students.
• Participated in Contract project as Help Desk Analyst for the Department of Health and Human Services Confidential Sector help desk answering questions and distributing government contact information for Confidential related concerns.