SUMMARY

• Experienced IT professional with over 20 years experience in desktop\server support and administration, help desk management, and team and project leadership.

AREAS OF EXPERTISE

• Confidential - Public Trust Clearance
• ITIL v3 Foundation
• Operational Support Analysis
• Release Control and Validation
• User/Executive Support
• Application Support
• Vendor Relations
• Employee Training and Management
• Procedural Development
• Support Magic
• Help Desk Manual Development
• McAfee
• A+
• BMC Service Desk Express Administration
• Active Directory
• NetBackup
• VMware
• Citrix
• RSA
• HP/Dell/Virtual Server Management
• Disaster Recovery

PROFESSIONAL EXPERIENCE

Confidential, Rockville, MD

Helpdesk Technician\Systems Administrator

• Provide onsite contractor support to both internal and external ARDMS user community. Support for applications including Office 365, Skype, OneDrive, VPN, printing (local and networked), Windows 7, office moves, conference room support, smartphone support, and more. Administration of user active directory accounts, and exchange accounts. Rebuild and deploy laptops and desktops using Smart deploy.

Confidential, Rockville, MD

Systems Administrator

• Provide daily/regular 2nd tier support to both internal and external Confidential user community of approximately 600 users for applications including Citrix, Windows, Clearwell, iConect, iPro, and Relativity. Administer and support a multitude of systems from development to production and DR including a Citrix XenApp 6.5 environment for internal and external users. Proactively research patches, firmware, and new technologies in order to maintain optimal server operations.
• Management of a Windows Server 2008/2012 environment including approximately 43 HP/Dell physical servers and 75 VMware virtual servers. Perform server builds, troubleshooting, backups, and restores using Symantec NetBackup 7.5 and 7.6, including off site media rotations. Set up and manage user\server accounts, group policies, security groups and VPN accounts utilizing Active Directory as well as managing RSA token user accounts, administration, reporting, and support across multiple networks.

Application Support Administrator

• Managed Windows Server 2003, 2008, and 2012 environment including dozens of physical servers of varying manufacturers and VMware virtual machines used for filing, printing, databases, web, and application services. Performed server, racking, wiring, builds, configuring, troubleshooting, management/maintenance, backups, and data restores. Provided backup administration; for multiple contracts supporting numerous servers. Managed and maintained SQL servers (2008, 2005, and 2000) for multiple environments/contracts, ensuring database maintenance, backups, and disk space management. Configured and administered software including Webtrends Marketing Lab 8.1a, McAfee Antivirus. Performed a full upgrade from BMC Service Desk Express 9.6 to 10.2, including change control and asset management, customization of forms, pages, and access. Spearheaded the second deployment at Lockheed of a new technology by migrating outdated files servers to a 2008 MS DFSR environment where data is replicated across three servers in real time

Senior Helpdesk Technician\ Help Desk Supervisor

• Provided support to over 1800 local and remote users. Supervised help desk staff and interns responsible for desktop patch management, antivirus protection, and network/desktop support and provide guidance in complex non-routine software, hardware, and procedural problems. Managed daily activities of ITS Service Desk, utilizing a system monitor to ensure balanced workloads and ensuring quick problem resolution by running reports and monitoring job queues. Provide staffing recommendations and participate in hiring and training of new hires. Monitor and update corporate standards for computers, laptops, and printers. Correspond with hardware vendors regarding routine support issues.

Confidential, Rockville, MD

Help Desk Technician III

• Provide file and print services in an Ethernet environment running Windows NT Servers with Windows 95, 98, and NT clients to support a 2000+ node network in three buildings. Perform backups and restores for the office of commissioners. Provide supervision of Help Desk team, tracking all requests via UniCenter software and ensuring high levels of customer satisfaction by completing requests in a timely manner. Supported standard and custom Confidential software packages and local and network printing using HP Jet direct and ESI. Installed custom configured PCs per Confidential requirements. Provide weekly reports to Confidential project manager of all support tickets.

Confidential, McLean, VA

Senior Help Desk Technician

• Supervised and guided six staff members and managed daily scheduling of support coverage, providing reports to Help Desk Supervisor upon request. Offer network connectivity, desktop, and remote access support to over 400 users in local and remote offices. Entered and tracked support calls and managed the McAfee database, including users, work groups, resources, tasks, ticket types, SLAs, whiteboards, and Knowledge Base. Supported local and remote users utilizing Remote Registry and SMS Console. Developed Help Desk Manuals including procedures for known help desk issues, FAQs, and software and hardware installations and configurations.
• Implemented training for new Help Desk staff, improving speed, reliability, and advanced troubleshooting techniques

Confidential, Gaithersburg, MD

Senior Customer Engineer

• Served as Server and Desktop Support Technician while supervising other onsite technicians to ensure client satisfaction. Utilized Support Magic help desk software to enter and track all server and desktop requests. Supported corporate packages including Windows, Microsoft Office, Outlook, Lotus CC-mail, Organizer. Utilize User Manager and Nwadmin to manage users and printers from existing Novell / NT network. Installed and custom-configured servers and PCs per user requirements.
• Provided support to Confidential