SUMMARY:

• Highly motivated and solution - oriented professional with strong experience in network engineering and information technology support for financial institutions, telecommunications industry and government networks.
• Solid record of service as key team player in fast-paced and critical technical environments.
• Skilled communicator with exceptional customer service ratings.
• Demonstrated ability to manage projects autonomously, coordinate multiple teams during troubleshooting and develop robust IT solutions.

PROFESSIONAL EXPERIENCE:

Confidential, Virginia

Desktop Support Technician/ Windows 7 Unclassified Desktop Migration

Responsibilities:

• Assisted in 20 month project migrating over 19,000 unclassified DoS workstations
• Provided post deployment customer service support to standard DoS users, Diplomatic Security, and VIP’s
• Install, configure and upgrade hardware/software due to issues caused by deployments
• Using Active Directory to create user accounts and computer names for unclassified domains
• Created unclassified print queues using Windows Server 2008 R2

Confidential, Chantilly, Virginia

Senior Applications Engineer/ Shift Supervisor

Responsibilities:

• Provides 2nd Tier support to several thousand end users worldwide for Department of State, Confidential Security
• Configures new user accounts and ensure end users have access to appropriate resources (i.e. Printers, map network drives, etc.) for their department
• Troubleshoots Transmission Control Protocol/Internet Protocol (TCP/IP), name resolution, and Group Policy
• Maintain multiple Citrix farms including XenApp 6.5, XenDesktop 7.5 and PVS 6.1.
• Executes server administration to capture and archive server data backups, event logs, and performs routine maintenance to ensure Classified and Unclassified servers are operational
• Managed NetApp back-up storages appliances locally.
• Performs Active Directory Administration, Computer Management, Local Policy, Services, and various Windows 2003 Server Administration troubleshooting providing expert customer service on a daily basis
• Adds/deletes user, workstation, OU’s, Group and OU’s using advanced features of Active Directory
• Assists end users with creating, resetting passwords, and configuring Remote Management System profiles.
• Utilizes Event Viewer tool to troubleshoot desktop to server issues dealing with applications, security, and system problems that require 2nd Tier troubleshooting, analysis, diagnoses, and resolution
• Installs various software and applications as required by Department of State Directives
• Installs hardware components daily to include new computers, hard drives, printers, and other network and computer peripheral hardware
• Undertakes trouble tickets assigned using Remedy web based application
• Collaborates with Network Engineers to troubleshoot, diagnose, and resolve network problems and outages
• Installed, upgrade workstation windows 2003, 2007, XP &Vista.
• Operating systems Linux/Unix, Windows (NT, XP, 2000, 2003, 2008).

Confidential, Chantilly, Virginia

Shift Supervisor

Responsibilities:

• Promoted by leading provider of IT and network solutions for United States and European defense and intelligence agencies with approximately 10,200 employees to lead technical and operational network support for Confidential combined networks during midnight shift.
• Manage staffing. Train new network technicians.
• Supervise daily ticket resolutions and insure quality of ticket processes. Supervise six Help Desk Technicians and 10 Network Operators.
• Provide top customer service to users, vendors, maintenance engineers and field technicians.
• Drive team towards goal of completing tickets in timely and professional manner according to ISO policies and guidelines by actively supervising over all operations.
• Ensure efficiency through committed use of support automation systems including Remedy Action Request system, Micromuse Netcool Suite, Cisco Works and HP Openview.
• Resolve critical problems by coordinating all troubleshooting efforts for large outages and backbone system repairs and by isolating circuit faults throughout networks.

Senior Network Technician

Confidential

Responsibilities:

• Chosen to serve on team responsible for managing Agency Data Telecommunications Network.
• Managed over 1,400 continuously operating routers, circuits and sites providing connectivity for critical government agencies.
• Performed outage maintenance, troubleshooting and restoration services using tiered support strategy.
• Monitored internal systems; tracked ticket volumes; maintained documentation; and advised senior staff of network failures, service degradations and customer notifications.
• Tested and analyzed all elements of network facilities each day including Cisco routers and switches, channel service units, modems, connectors, point-to-point circuits, frame relays, integrated services digital networks and dial-up systems.

Help Desk Technician

Confidential

Responsibilities:

• Remedied trouble tickets, updated systems, executed change requests and maintained contract time commitments that ensured high customer satisfaction.

Confidential, Falls Church, Virginia

Help Desk Tier 2 Engineer

Responsibilities:

• Tier 2 Engineer conducts Help Desk support and provides users with an advanced level of technical assistance.
• Identifies, diagnoses, and resolves user problems and coordinates with Technical Support Engineers on all assignments to ensure all Help Desk calls are properly documented and resolved with follow-up procedures. This support may be at the desk side or over the phone in direct support of the Help Desk Tier 1 personnel.
• Ensures that configuration of all PCs meet network system requirements and specifications.
• Participates in IT related technical planning sessions to assess the validity of proposed PC hardware and software enhancements.
• Researches relevant technical areas to enhance PC systems performance.
• Supports product testing and subsequent integration of new printers, desk top computers, laptop computers, PDAs, Bar Code Scanners, and other IT products.
• Provides configuration instructions for desktops servers and network equipment. May also support managing the process for server back-up tapes.
• These responsibilities would include logging, testing, storing, and shipping replacement tapes to field sites, as needed.

Confidential, Reston, Virginia

Network Technician

Responsibilities:

• Expedited system repairs by maintaining large network of support teams and customers to interface with including Network Operations, National Repair Center, System Engineering, Field Services, Network Security, Network Control Center and Teleo.