TECHNICAL SKILLS

Software: Microsoft Office (2007/2010/2013 ), Active Directory, Remote Desktop, SCCM, Active Roles Server, MDT Lite - Touch Deployment, Altiris Deployment, Citrix Airwatch, Microsoft SharePoint, User State Migration Tool (USMT), SQL management suite 2012, Microsoft Lync., E-Housecalls Practitioner App. Operating Systems Windows XP, Windows 7, Windows 8.1 Ticketing

Systems: KISAM (HP Asset Management & Incident Management for Service Desk), BMC Remedy, Dell KACE, BMC Track-it, Bomgar Console, Maximo, Exhange Management Console (EMC)

PROFESSIONAL EXPERIENCE

Service Desk Analyst

Confidential, Arlington, VA

Responsibilities:

• Create and triage tickets for all road side equipment
• Manage all inventory assets and devices with BMC Track - it
• Use confidential’s monitoring system (SQL), to monitor state of devices out in field.

Sr. Help Desk Technician /Migration Tech

Confidential, Washington, DC

Responsibilities:

• Uses confidetial and Active Roles Server to remove and add devices to Network,
• Image and Re-image all devices thru Network (Desktops, Laptops, Tablets),
• Receive and resolve tickets with help desk team using ticket System Maximo-Resolve escalated tickets or find proper resources to resolve escalations,
• Adding users to the wireless Metro AD for all tablets and laptops

Service Desk Engineer (Jr. Systems Admin)

Confidential, Bethesda, MD

Responsibilities:

• Local It support for confidential.
• Hardware switch out, Upgrades, workstation set ups, app Installations
• Creating, disabling and modifying User accounts In active directories on company local servers
• Creating, disabling and modifying company email mailboxes (accounts) from phones and computers in
• Exchange Management Console (EMC)
• Administrator, manage permissions for users (creating, disabling, grouping) on our global company mail server computers.
• Confidential ticket system
• Confidential, Teamviewer and remote desktop connection as RDP tools
• Supports Principals CEO's Presidents and Vice Presidents of company
• Uses proofpoint for email firewall
• Uses sonic wall for VPN firewall -Sets up VPN connection on users laptops
• Sets up PGP encryption and symantec endpoint protection on users machines as company security standards
• Pushes out company software to users machines Via Dell KACE
• Apart Service desk/help desk Team

Software configuration support specialist

Confidential

• Create and distribute network related information to users, such as new account information; as well as, activating and deactivating user account. Assist with installation and maintenance of tablets/Cellphones/ computers/Assist in shipping tablet computers to end users. Assist with installation and troubleshooting of custom-built tablet/cellphones E-House Calls (Practitioner application). Break fix tablets for Practitioners.
• Create users databases and logins for their E-housecalls app using SQL management suite 2012. Active
• Directory unlocking user's accounts and resetting and changing passwords. SCCM Deploying software to practitioners Tablets. Install and configure Citrix Airwatch thru google play store on Practitioners work phone to support practitioner's mobile device and device apps proprietary for the enterprise. (Galaxy S5)

Senior Windows Migration Tech/ User Support

Confidential

• Used confidential ticketing system to track and manage workload of end users.
• Troubleshoot end user problems remotely and desk side.
• Set permissions and reset/unlock accounts via Active Directory QWERT web based interface.
• Used Symantec Altiris Deployment Console to execute IIP (Imaging-In-Place) OS migrations from Windows XP to Windows 7.
• Joined computers to the domain post migrations.
• Microsoft Sharepoint to schedule and edit end user's migration details and completion.
• Worked with User State Migration Tool (USMT) to migrate files and printers from old machine to new machine.
• Set up custom monitor configurations for end users after their migration.
• Mapped network printers, local printers, and scanners.
• Ordered new machines for end users with outdated hardware that was not compatible with Windows 7.
• Trained new technicians on the Altiris Deployment console.
• Updated ESM (Rock) Portal Asset Management system to reflect refreshed computers.
• Performed regular system back-ups on network drives and or local servers.
• Deployed standard software packages (Adobe Acrobat, MS Office, Citrix, Guardian Edge Encryption) via Altiris console.

Windows 7 Migration Technician

Confidential, Washington, DC

• Imaged and deployed Windows 7 desktops and laptops using MDT Lite-Touch deployment. * Migrated end users from Windows XP to Windows 7. * Performed post migration follow-ups which included software installs, printer mappings, and outlook email configuration. Remedy Ticket System

Helpdesk/Deskiside Support

Confidential

• Used confidential ticketing system to generate and work end user incident tickets and request.
• Recorded and tracked assets and inventory for new hardware, and new and existing users.
• Used remote tools such as OCS and remote desktop to troubleshoot and resolve tier 1 issues.
• Performed desk side support for tier 2 issues which could not be resolved remotely.
• Setup new workstations, laptops, monitors, and docking stations for new users.
• Microsoft Sharepoint to schedule and edit end user's migration details and completion.