SUMMARY:

• I possess over 10 years of expertise in Software/Hardware and Application Support roles within Desktop Support, Business Networks and VPN Networks. I am keen to apply my knowledge and key skills gained through university study and industry related work experience, particularly with regard to the management and support of computer networks for desktop, tablet, laptop or mobile device.
• My studies have assisted me in gaining relevant technical skills and my employment in the consultant sector has enabled me to extend my skills in the areas of communication and problem solving. My experience as a volunteer for DC Parks & Recreation has been based around my motivation to become involved and ensure that programs are deployed effectively.

TECHNICAL SKILLS:

Operating Systems: MS Windows 7,8,10, Vista, MS NT Services

Hardware: Dell, HP Laptop and Desktop

Software: Microsoft Office Suite,OSI and TCP/IP Protocol, Internet Technologies (DHCP, DNS,SMTP, Active Directory and Group Policy), Security Technology Configuration (VPN s, Firewalls, Virus Detection and Prevention), Microsoft Project and Visio, Cisco IOS Operating System (Putty), Cisco Switches and Routers,Windows OS and Window Server OS, Imaging (FOG Server) (Ghost Server), Quick Imaging (Windows), Windows Desktop Support, Installation and configuration of CentOS 6.5 for EDGE Server (Healthcare.Gov), Local Area Network (LAN), Wide Area Network (WAN), Citrix, Dameware Remote, SafeNet, Aruba, Remedy, EUA Check Point End Point Security, RSA Token Database

PROFESSIONAL EXPERIENCE:

IT Helpdesk/Desktop Support Technician

Confidential

Responsibilities:

• Provide end - user help-desk services for Healthcare.GOV, Account creation for EUA users; Administer password resets for use of EUA website; Manage job codes to ensure that users maintain access to necessary job functions, websites and applications such as Highglass and Pecos; Monitor Remedy Ticketing System for open or unresolved incidents; Initiate and maintain follow up with end-users to ensure quality customer service regarding technical issues through phone or email; Grant or extend deadlines for end-users to complete CBT Certifications; Forward pertinent information to Business Owners and 1st Approvers to resolve end-users request for access to job codes; Report any issues concerning internal website such as outages or updates.

IT Helpdesk/Desktop Support Technician

Confidential

Responsibilities:

• Provided end-user help-desk services, local network engineering and support, wide area network engineering and central e-mail systems, central storage systems;
• Assisted Remote and In-House users with managing profile / accounts through Active Directory; Assisted Remote and In-House users with password related issues in Checkpoint Endpoint Security; Provided Remote Access Support for Citrix and VPN;
• Opened, tracked, and closed trouble tickets; ensures problem ownership and promote end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned; Provided telephone support to end-user community on hardware, software, and network related problems, questions and use; Provided a high level of customer service in a fast-paced environment with phone calls, emails, and walk in customers; Imaged laptops and desktops with standard software provided with image (Windows 7) using Ghost Server; Accurately classified and recorded details of inquiries into a web-based ticketing system

IT Helpdesk/Desktop Support Technician

Confidential

Responsibilities:

Maintain, improve, and manage operations for network environment; Supervise and manage new hires when needed; Update the server and desktop infrastructure; Improve system resiliency; Ensure authentication and security for network - Remedy; Migrate software license server to virtual servers; Built and deployed Windows 7 to new laboratory; Organize and setup more than 50 + computer systems; Monitor ticketing system for requested task regarding hardware and software issues; Maintain track sheet with daily activity; Install/Uninstall software; Ensure Servers maintain complete functionality; Administer updates of all software for laptops and PC’s; Assisted users working remotely with VPN connectivity issues by creating/recovering PKI Card Certificates to ensure access to network.

IT Application Support Technician

Confidential

Responsibilities:

Application Support for Healthcare.GOV (CALT, EUA, EIDM); Monitor FEPS and Confidential Mailboxes for issues and inquiries; Input tickets into REMEDY for review or resolution; Answered incoming calls from agents or brokers from various states providing excellent customer service as it relates to their request; Reset password for Healthcare.Gov users; Generate emails; Compile and send emails to the appropriate departments eliminating possible confusion; Report any system issues with Team Leads and Operation Managers; Provided excellent customer service to users regarding various software applications; Provided assistance to users working through VPN by ensuring connectivity to network.

IT Support Technician/Application Support-Billing

Confidential

Responsibilities:

Provided technical support for internal and external users in regard to medical claims associated with various portals and websites; Assist external users to connect through VPN while attempting to work remotely; Troubleshoot software to ensure that all medical claims were verified and submitted for payment by insurance providers; Monitored ticketing system for trends and severity incidents to be researched and resolved in a timely fashion; Created accounts for new users and employees to provide access to necessary web based applications; Setup and configured workstations along with appropriate hardware/software for medical staff and hospital employees; Conducted security scans on laptops and computers to prevent potential viruses and malware; Updated software to stay within compliance with all medical standards and regulations; Setup maintenance requests for hardware supplied by various vendors;

Desktop Support Technician

Confidential

Responsibilities:

Reimage desktops for use by credit union employees; Setup user email accounts; Initiate and manage network accounts within Active Directory; Install and update software periodically or as specified; Answer incoming calls regarding desktop concerns or inquiries; Updated staff of any changes regarding FDIC FCU portal and Website; Attended training concerning the rollout of new products and services; Troubleshoot hardware issues to fix or replace damaged components; Conduct training on new or software being tested; Follow up with users after completion of technical task to ensure great customer service;