OBJECTIVE:

To secure a rewarding position that will allow me to utilize my vast technical experience to assist an organization with reaching its business objectives and goals

SUMMARY:

• 10+ years of systems administration, network system installation, hardware/software deployments, security and maintenance experience
• Extensive knowledge of computer network operations
• Advanced experience with the installation and monitoring of software applications
• Excellent project management, multi - tasking and organizational skills
• Extensive knowledge of Desktop Support for corporate executive staff
• Demonstrated leadership and ITIL best practices; team oriented
• Strong work ethic, detail oriented, proactive, and enthusiastic

TECHNICAL SKILLS:

Desktop/Network Operating Systems: Windows 7, Windows 8.1, Vista; Windows 2003 - 2008 Server; Windows 2000 Professional; Windows XP; Windows NT Server/Workstation 4.0; Windows 95 and 98; Novell NetWare 3.11, 3.12, and 4.1; SCO UNIX; Sun Solaris

Hardware: Compaq; Dell; Hewlett Packard; IBM and Toshiba Pentium workstations and file servers; Hewlett Packard, NEC, and Epson printers; 10Base-T and 100Base-T 16-port Ethernet hubs; routers; modems; various communication protocols

Software: StorageTek; Tivoli; Remedy; SCCM, Sharepoint; MS Project; HP Openview; GFI Landguard; Shadow Security Scanner; Seagate; MS Exchange 5.5; Lotus Notes 4.6; ccMail; Business SAP, Microsoft Office 97, 2000, 2003, 2007, 2010 and 2013; Internet Explorer; Netscape; Adobe Acrobat; McAfee; Norton AntiVirus; WordPerfect 6.1; MS Outlook 2000, 2003 and 2007

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Senior Help Desk Manager

Responsibilities:

• Leads the customer support function for the Confidential
• Manages the Confidential helpdesk staff and provides Level 2 client support for the organization’s hardware as well as Confidential developed software and systems using Microsoft Office 365/ Active Directory Administration
• Oversees and manages Confidential ’s Helpdesk ticket tracking system
• Liaisons with the Senior Manager of Program Technologies to provide level one support for Confidential ’s Games Management System (GMS), Accreditation and Census systems
• Provides monthly reports and analysis to IT management showing call rates, support trends and training needs for staff
• Assists with the processing of incoming and outgoing employees, issuing/ retrieving hardware, providing copies of data and email to supervisory personnel
• Installation and troubleshooting of computer hardware/ software to ensure that all workstations are in working order
• Provides support for the Avaya IP phone system to include moves, adds and changes
• Responsible for providing Helpdesk documentation, procedures and cross-training for IT staff as needed to ensure that all issues are responded to in a consistent manner
• Assist the network team with evening or weekend maintenance as needed
• Triage Helpdesk requests after hours from Confidential ’s international (non-HQ) staff
• Participates in department and cross-functional meetings/ activities as needed to improve work processes or improve departmental relationships
• Provides on-site support for World or Regional/State Games as needed.

Confidential, Alexandria, VA

Desktop Support Team Lead

Responsibilities:

• Oversees deployment of all Office 2013 software products for all VACO users /Maintains compliance with IT data policies and procedures
• Ensures and enforces proper ticket handling and reporting Ensures appropriate training initiatives for new and existing staff
• Actively participates in daily/weekly/monthly information services management meetings as directed Reports on metrics and Confidential ’s Contributes to escalated problem resolution by giving in - person, hands-on support and monitors incident trends and anticipates potential problems for proactive resolution
• Assists with the development of technology RFIs and RFPs Functions as a team player an accepts constructive suggestions for improving job productivity and efficiency according to the ITIL best practices for service management.

Confidential, Vienna, VA

Desktop Support Lead/Desktop Engineer

Responsibilities:

• Served as desktop support team lead for the Confidential Redline Move Project
• Responsible for coordination and completion of all internal hardware moves
• Managed the setup of new user workstations, printers, user assistance with the deployment MS Office 2010 using SCCM deployment tool and office automation software from Windows 2008 Servers Maintained hardware inventory and process all system deliveries to ensure all orders are accurate
• Set-up, configuration and deployment of desktop images on all XP to Windows 7 migrations
• Testing of third party/ non-standard software for vulnerabilities and conflicts with the approved desktop image
• Installation, configuration and troubleshooting of VPN client for remote access users Creation of SOP documentation for the desktop installation process
• Escalate all serious or emergency issues to the Project Manager Provide troubleshooting and user assistance for Service Desk request through the remedy ticket tracking system
• Provided executive support of all IT related activities for all senior executive staff
• Supported Business SAP applications
• Setup VDI on thin client workstations.

Confidential, Washington, DC

Windows7 Deployment Tech

Responsibilities:

• Performed XP to windows 7 deployment migrations for Confidential in an Active Directory environment Imaged new and existing PC’s and laptops
• Deployed and installed applications
• Setup and configured desktop peripherals
• Performed in depth technical evaluations, requirements analysis and documentation

Confidential, Flushing, NY

Responsibilities:

• Served as server hardware administrator for the Confidential Data Center
• Responsible for installing, configuring and maintaining HP, Dell and IBM servers in support of business processing on Windows 2003-2008 Servers
• Monitored and tuned servers to achieve optimum performance levels
• Conducted routine hardware audits of servers to ensure compliance established standards, policies and guidelines

Confidential, Rockville, MD

LAN Administrator

Responsibilities:

• Served as junior technical advisor to the Manager of UIS and the UIS technical staff for LAN architectures, topologies and network operating systems
• Maintained local area network, hardware and COTS software
• Responsible for recommending, evaluating, selecting, installing and testing LAN software, assume lead in technical operations and tracking of local network interface and network servers
• Resolved interoperability problems to obtain operations across all platforms including e-mail, files transfer, multimedia and teleconferencing
• Configured systems to user environments, support acquisition of hardware and software as directed
• Provided on-site and off-site (outside UIS) technical advice, assistance and guidance to all levels of users in the area of network administration Proactive in identifying potential problems/risks with current configuration and assisted in the development of plans to address issues

Confidential, Bethesda, MD

Security Engineer

Responsibilities:

• Provided the Confidential Management Activity (TMA) with security management Provided technical support and Confidential Certification and Accreditation (C&A) for Confidential Management Activity and TMA Confidential Contractors’ Information Systems (ISs) in the south Confidential region Supported the Confidential information Technology Security Certification and Accreditation Process ( Confidential ) for the Technology Management, Integration and Standards Directorate of OSD/HA

Confidential, Rockville, MD

Project Manager

Responsibilities:

• Managed a team of over 40 records management professionals Analyzed and evaluated procurement documents, Request for Proposals (RFP) and Request for Quotations (RFQ), to assess proposal feasibility
• Developed proposals responsive to government procurement documents Participated in contract creation and negotiations
• Provided budget, schedule and resource management for multiple Confidential projects
• Created, tracked and updated project plans utilizing Microsoft Project and Sharepoint Cross-trained teams on multiple projects to meet client priorities
• Facilitated decision making among teams on various projects
• Assist teams in interpreting metrics and benchmarks to make informed decisions
• Responsible for contractual deliverables and reporting requirements.

Confidential, Washington, DC

Project Engineer

Responsibilities:

• Responsible for management and hands - on execution of data processing/transformation projects for clients
• Tracked progress through MS Project Multitasking and unstructured problem solving Administered and implemented projects across a broad range of PC and server platforms Installation, security maintenance and troubleshooting of servers
• Responsible for 24/7 monitoring and support of the applications hosted for clients

Project Engineer

Confidential, Washington, DC

Responsibilities:

• Served as the Novell/Windows/Exchange Engineer on the Confidential e-mail migration/deployment of Outlook 2000 to Outlook 2003; also engineer for the Windows 2000 to Windows 2003 file and print migration effort Regularly collected information about the Novell/Windows infrastructure Reviewed and gathered information, identified network security risks with scan tools, made recommendations, and proposed the best migration approach based on the knowledge gathered about the Confidential Novell/Windows environment Implemented and maintained a test plan and migration plan
• Assisted in the planning and execution of the e-mail migration from Exchange 2000 to Exchange 2003 in a clustered environment
• Provided Tier II level support for e-mail, file and print, and other technical systems to the Office of the Secretary of Transportation (OST) and other newly-migrated end users
• Monitored and resolved assigned migration tickets in the Confidential ticketing system Remotely managed an eTrust Antivirus Admin Server; routinely determined clients running the latest version of the eTrust Antivirus application on the network
• Performed full data migrations and imaging of over 300 user workstations by utilizing the File Transfer wizard, administrative sharing, and Confidential Supported Lotus Notes email client/database system
• Reviewed unattended installations with answer files, updated Confidential permissions, changed inheritance information, and assigned permissions

Confidential, Vienna, VA

Call Center Manager

Responsibilities:

• Provided leadership and mentoring to Call Center technicians/administrators
• Managed work schedules for a team of approximately five System Administrators to ensure outstanding around-the-lock support Summarized trouble ticket statistics and provided reports to management to track performance and customer satisfaction
• Performed user administration of MS Exchange 5.5 and 2000 mail services and Active Directory resources
• Reset passwords, cleared print queues, monitored disk space, and performed other general IT support functions Performed user administration of Netware 5.x servers

Confidential, Vienna, VA

Call Center System Administrator

Responsibilities:

• Provided Microsoft Windows 2000, Windows XP, Novell 5, and Exchange 5.5 network support for the Confidential Call Center
• Provided user account management by creating and managing network accounts using Active Directory Installed, maintained, and performed troubleshooting for workstations, notebooks, BlackBerry devices, and network printers Regularly provided Tier 1 phone support to assist users on-site and remotely
• Documented trouble tickets in the RightNow ticketing system with a comprehensive description of the problem, troubleshooting steps taken, and the final issue resolution

Confidential, Fort Belvoir, VA

Network Administrator

Responsibilities:

• Provided Microsoft 2000 Advanced Server/NT 4.0 network domain administration and management for both the classified and unclassified LAN at the Confidential Management School Maintained the Microsoft DNS, DHCP, SMTP, and Exchange 5.5 e-mail gateway servers
• Executed account management for user accounts and end user workstations Conducted network security scans for IAVA compliance and management review of the Windows 2000 Professional/NT 4.0 workstations and Windows 2000 Advanced Server/NT 4.0 servers to detect and prevent unauthorized network/system access
• Performed the installation, analysis, and management of authorized software packages and applicable updates for all Windows 2000 Advanced Server/NT 4.0 servers and Windows 2000 Professional /NT 4.0 workstations Implemented the installation and maintenance of network hardware and shared devices (i.e. printers)