SUMMARY

• Highly experienced IT Professional with a record of developing and supporting successful projects and solutions incorporating a wide range of applications and technologies. Consistently recognized and tasked by management to improve organizational effectiveness and efficiency through personal contribution and performance. A valuable team member and motivator who thrives in environments requiring a high - level strategist and a big picture thinker.
• Outstanding ability to facilitate effective communication by translating technical information to non-technical customers, to exercise technical training, teach, and support user communities on product applications. Able to remain calm and work well in high-pressure situations, constantly seeking new challenges, a professional with both a strong work ethic and the desire to exceed expectations in all aspects of professional endeavor.
• Technically savvy and a quick study in emerging technology, able to quickly assess and utilize the appropriate response to meet the specific needs of the business requirement at hand. A welcome addition to any team, ready, willing, and able to function in any role necessary to ensure project success and on time integration and delivery.
• Talented, results-driven, and versatile IT Professional, with a record of success in implementations requiring an in-depth knowledge and solid experience working with complex, cross-platform systems, installation, implementation, integration, and administration in local and remote environments.

CORE COMPETENCIES

• Business Strategy
• Relationship Management
• Technology Integration
• Process Improvement
• Software Installation and Support
• Human Resource Optimization
• Business Development
• Process Reengineering
• Project Management
• Performance Optimization
• HSPD - 12 / CAC
• Vendor Relations
• Software
• MS Word
• PowerPoint
• Excel
• Outlook

TECHNICAL SKILLS

• MS SCCM 2013
• Jav a
• Microsoft Windows 2000 / XP / Vista / 7 / 8 / 10
• Windows 2003 Server Edition
• Windows ME
• Microsoft Server 2007 LAN / WAN
• TCP / IP
• MS Office 2000 / 2003 / 2007 / 2010 / 2013
• MS Exchange Symantec
• MS Visio
• MS Project
• Cisco VPN Client
• Blackberry Enterprise Server
• BMC Remedy
• Remote Desktop
• IPhone
• IPad
• Blackberry
• Android
• Tablet
• HP Computers
• Dell Computers

PROFESSIONAL EXPERIENCE

Confidential, Baltimore, MD

Team Lead / Desktop Support Analyst

Responsibilities:

• Ensure computers are in correct organizational units using active directory
• Supply software and updates using SCCM and Altiris
• Provide technical support and training to end users
• Perform asset inventory and management
• Responsible for daily and weekly managerial reports

Confidential, Baltimore, MD

Computer Systems Analyst

Responsibilities:

• Communicate with technicians, SSA management, and SSA IT technicians throughout site install timeframe.
• Conduct data migration of user profiles and data to new PC’s.
• Remove and track out of warranty assets for inventory tracking for SSA management.
• Install and configure applications software and related hardware (such as laptops, printers, scanners, drives, monitors and video teleconferencing hardware).
• Provide technical support and training to end-users.
• Maintain current knowledge of relevant technology as assigned.
• Monitor project timelines and milestones/deliverables to ensure successful and timely project completion.
• Utilize System Center Configuration Manager 2013 use for network based imaging for all PC’s on the SSA network.

Confidential, Linthicum, MD

Desktop Support Analyst

Responsibilities:

• Monitor and respond to hardware and software problems utilizing a variety of hardware and software testing tools and techniques.
• Install and configure applications software and related hardware (such as desktops, servers, and related peripherals like printers, scanners, drives, monitors).
• Provide software and system troubleshooting and support.
• Provide technical support and training to end-users.
• Maintain current knowledge of relevant technology as assigned.
• Participate in special projects as required.

Confidential, Nottingham, MD

Team Lead /Desktop Support Analyst

Responsibilities:

• Conduct installation of hardware and software.
• Coordinate with Technicians on-site to ensure scheduled appointments are completed
• Ensure appropriate training (on-the-job and otherwise) for all staff; conduct, assist, and/or supervise training as required. This includes new hire orientation/training programs, and the tracking and monitoring of training outcomes.
• Conduct data migration of user profiles and data to new PC’s.
• Assist in the creation, design, and production of management reports utilizing various software applications program applications (e.g. MS Excel, Word, Power Point, etc.).

Confidential, Linthicum, MD

IT/Infrastructure Support

Responsibilities:

• Setup and maintain wireless network.
• Setup and maintain Windows 7, Microsoft Office 2010, Norton Antivirus, and other various software.
• Setup and installed Biometrics card readers.
• Repaired and replaced various hardware components.
• Maintain software, updates, and patches.

Confidential

Tech Refresh

Responsibilities:

• Adhere to all confidentiality requirements as outlined within Confidential Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the scope of work.
• Fulfill those responsibilities and/or duties which may be reasonably provided by Confidential for the purpose of achieving operational and financial success for the Company
• Maintain compliance with Confidential policies, procedures and mission statements.
• Adhere to all confidentiality requirements as outlined within Confidential Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the scope of work.
• Installation and testing of department specific software on new PC’s.

Confidential, Fort Meade

Service Desk Technician

Responsibilities:

• Utilize Active Directory to assist users in unlocking accounts, resetting passwords, updating information, adding / removing user from group mail, increasing mailbox size, and granting access rights for groups.
• Assist users by creating incident tickets using Remedy to document and assign issue to specific department or individual to assist user in resolution.
• Assist users with their Microsoft Office 2003 / 2007, Microsoft Outlook accounts; create / modify user accounts, setup archive files, add shared mailboxes and calendars, and synchronize Outlook data to Blackberries.

Confidential, Fort Meade

Desktop Support Analyst

Responsibilities:

• Conduct Break fix for desktop, laptop, printers, and other peripherals.
• Conduct installation of hardware and software.
• Conduct data migration of user profiles and data to new PC’s
• Monitor and respond to hardware and software problems utilizing a variety of hardware and software testing tools and techniques.
• Install and configure applications software and related hardware (such as desktops, servers, and related peripherals like printers, scanners, drives, monitors

Confidential, Alexandria, VA

Desktop Support Technician

Responsibilities:

• Installation and testing of department specific software on new PC’s
• Setup of local and network printers, fax machines, copiers, scanners, and plotters.
• Provide remote and desk side support for all employees by assisting Tier I & II Helpdesk during staffing issues or network wide issues.
• Setup and maintain Windows 7, Microsoft Office, and other various software.

Confidential, Alexandria, VA

Team Lead

Responsibilities:

• Conduct data migration of user profiles and data to new PC’s
• Monitor project timelines and milestones/deliverables to ensure successful and timely project completion.
• Provide technical support and training to end-users.
• Ensure required inventory of PC’s and laptops at each site location.
• Coordinate with Technicians on-site to ensure scheduled PC appointments are completed.
• Manage assigned projects and effectively communicate project expectations to team members in a clear and concise fashion.
• Assist users with their Microsoft Office 2003 / 2007, Microsoft Outlook accounts; create / modify user accounts, setup archive files, add shared mailboxes and calendars.
• Worked project to completion
• Provide technical support and training to end-users

Confidential, Rosslyn, VA

Desktop Support Technician

Responsibilities:

• Assist users with their Microsoft Office 2003 / 2007 Microsoft Outlook accounts; create / modify user accounts, setup archive files, add shared mailboxes and calendars.
• Setup and install Xerox, Hewlett Packard, Ricoh, Dell, and Canon printers and copiers on the network.
• Conduct Break fix for desktop, laptop, printers, and other peripherals.
• Conduct installation of hardware and software.
• Worked Project to completion

Confidential, Washington, DC

Help Desk Technician

Responsibilities:

• Monitor and respond to hardware and software problems utilizing a variety of hardware and software testing tools and techniques
• Provide software and system troubleshooting and support.
• Provide technical support and training to end-users.
• Utilize Active Directory to assist users in unlocking accounts, resetting passwords, updating information, adding / removing user from group mail, increasing mailbox size, and granting access rights for groups.
• Utilize System Center Configuration Manager use for network based imaging for all PC’s.
• Provide remote and desk side support for all employees by assisting Tier I & II Helpdesk during staffing issues or network wide issues.
• Hardware, software, and image testing/configuration

Confidential, Crystal City, VA

Desktop Support Analyst

Responsibilities:

• Conduct Break fix for desktop, laptop, printers, and other peripherals.
• Conduct installation of hardware and software.
• Conduct data migration of user profiles and data to new PC’s.
• Assist users by troubleshooting their issue and getting them migrated successfully.
• Assist users with their Microsoft Office 2003 / 2007, Microsoft Outlook accounts; create / modify user accounts, setup archive files, add shared mailboxes and calendars.

Confidential, Largo, MD

Helpdesk Technician

Responsibilities:

• Utilize Active Directory to assist users in unlocking accounts, resetting passwords, updating information, adding / removing user from group mail, increasing mailbox size, and granting access rights for groups.
• Assist users by creating incident tickets using Remedy to document and assign issue to specific department or individual to assist user in resolution.
• Averaged 335 calls answered, 339 tickets created, 333 tickets resolved, with a 5:39 minute call time average on a weekly basis.

Confidential, Millersville, MD

Installation Technician

Responsibilities:

• Setup install servers for minibar network
• Setup and maintain wireless network
• Maintain software, updates, and patches.

Confidential, Chantilly, VA

Jr. System Administrator/ Technical Specialist II

Responsibilities:

• Hardened, Secured, and Installed servers on network
• Monitored and maintained servers
• Built servers to client specifications
• Maintain software, updates, and patches.

Confidential, Baltimore, MD

PC Technician

Responsibilities:

• Provide support to users at 26 branch locations.
• Repaired and replaced various hardware components.
• Maintain software, updates, and patches
• Assist users with their Microsoft Outlook accounts, created / modified user accounts, set up archive files, and added shared mailboxes and calendars.
• Assisted users by creating incident tickets using Footprints to document and assign issue to specific department or individual to assist user in resolution.

Confidential, Alexandria, VA

Help Desk Support, LOCATER

Responsibilities:

• Provided software, and hardware support for Law Enforcement agencies throughout the US.
• Provided training on Locater software
• Maintain compliance with NCMEC policies, procedures and mission statements
• Hardware, software, and image testing/configuration.
• Maintain accurate virtual hardware inventory of all new and surplus equipment across company facilities.