TECHNICAL SKILLS:

• Microsoft Office Products
• Word
• Excel
• Access
• Visio
• Outlook
• Internet Explorer
• Project
• SharePoint

PROFESSIONAL EXPERIENCE:

Confidential

Senior Systems Engineer Tier IV

Responsibilities:

• Managed, coordinated and implemented the PST Migration project for 17.500 users at the US Dept. Of Labor using Barracuda PSTE client and O365 import tool.
• Provided DOL with advanced level guidance on IT issues relating to Microsoft Windows Server 2003/2008, Active Directory, Active Directory Federation Services and Exchange Online / O365
• Provided technical guidance for migration, configuration and deployment of PSTE client.
• Maintains day to day AD/Messaging infrastructure support including on premise, cloud based systems, E - Discovery and mail tracing.
• Provided support for Blackberry Enterprise Server (ver. 5.x and 12.x)
• Provided support for Blackberry Device enrolment and activation.
• Provided support for mobile device enrolment with MaaS360.
• Monitored enterprise server systems using SCOM system alerts, followed by system troubleshooting and resolution.
• Performed O365 administrative task using PowerShell commands and scripting common reports.
• Utilized ActiveSync for configuration of mobile messaging services.
• Administered and supported Office 365 and MS Exchange policies
• Performed monthly security patches (Updates) for on premise servers (Exchange, SQL and BES)
• Office 365 Administration and Deployment/Migration.

Confidential, Arlington, Virginia

Senior Systems Engineer Tier II and III, Team Lead/Assistant Customer Service Manager

Responsibilities:

• Technical Team Lead for all HQ and remote support staff.
• Team coordinator for mobile devices which includes iPhones, iPads, Blackberry and MS Surface pro tablets.
• Provided level II & III Deskside support for 4000 employees.
• Configured iPads and iPhones for all employees and VIPs using the Good Enterprise application and Confidential - SLT application for secure tunneling connection to Confidential intranet.
• Provided remote and local technical assistance to employees, assisting with network access, printing, and application software operation problems.
• Aided local and remote users in troubleshooting hardware, software, network and Virtual Private Network (VPN) issues on Windows 7 and 8
• Responds to situations where the normal troubleshooting processes failed to resolve the customer’s problem.
• Remedy Queue Manager: Utilized Remedy Call tracking software to manage customers support queue
• Managed Active Directory accounts, which involve creating and modifying accounts/groups, modifying group memberships, establishing permissions, resetting passwords, and ensuring proper access to network resources such as file shares and printers.
• Troubleshooting Blackberry issues including provisioning of Blackberry server administration with accounts.
• Resolve escalated customer equipment functionality problems. Analyzes functional issues and facilitates implementation of actions required to restore customer equipment to working condition, utilizing both internal and external resources
• Develops technical solutions that require original and creative approaches
• Monitors and tracks on-going product failures for root cause analysis. Assist the team in understanding product failure and recommends possible root cause correction to increase performance and reliability of the assigned product.

Confidential, Arlington, VA

Customer Service Engineer - Desk-side Support Tier II

Responsibilities:

• Provided Level II Deskside support for 4000 employees
• Supported Windows XP/7 operating systems
• Repaired Dell and HP Printers
• Installed and configured Blackberry phones plus Confidential printers
• Managed lease returns and asset management for all customers
• Prepared, installed and repaired as well as relocated computer and telephone equipment
• Administered Active Directory program access, password resets
• Troubleshot, upgraded, repaired, relocated computers, monitors, telephones, printers, MFPs
• Provided help to the users via remote assistance, over the phone and in-person
• Improved efficiency and reduced paper waste by installing dual screens for users from spare
• Provided remote and local technical assistance to staff, assisting with network access, printing, and application software operation
• Performed troubleshooting of computer systems and related equipment
• Diagnosed application errors and network connectivity problems
• Achieved windows7 operating system upgrade goal.
• Additional responsibility includes, cross connects (Digital to Analog lines), and managing LAN closet and configuring VoIP phones for end users.
• Monitors and tracks on-going product failures for root cause analysis. Assist the team in understanding product failure and recommends possible root cause correction to increase performance and reliability of the assigned product

Confidential, Falls Church, Virginia

Systems Engineer/Deskside Support.Tier II

Responsibilities:

• Provided Level II Desktop support for 2300 employees
• Supported Windows 95/NT/2K operating systems
• Repaired Dell and Compaq desktops plus IBM laptops
• Installed and configured palm pilots plus Confidential printers
• Managed lease return and asset management for all customers
• Prepared installed and repaired as well as relocated computer and telephone equipment
• Administered Active Directory program access, password resets
• Troubleshot, upgraded, repaired, relocated computers, monitors, telephones, printers, MFPs
• Provided help to the users via remote assistance, over the phone and in-person
• Improved efficiency and reduced paper waste by installing dual screens for users from spare
• Provided remote and local technical assistance to staff, assisting with network access, printing, and application software operation
• Performed troubleshooting of computer systems and related equipment
• Diagnosed application errors and network connectivity problems
• Achieved 2000 operating system upgrade goal.

Confidential, Mclean, VA

Customer Support Engineer (Tier II Deskside Support)

Responsibilities:

• Responds to trouble tickets to resolve user problems.
• Contacts hardware and software vendor representatives to solicit and arrange product repairs.
• Assists groups or individuals in locating and obtaining materials.
• Provide personal computer support, problem analysis, and hardware/software installation and configuration.
• Provide phone, remote, and desk-side technical support to users in the areas of e-mail, directories, standard MS Windows desktop applications, and network connectivity.
• Provide support to include configuration of systems, communications devices, and peripheral equipment.
• Correct and restore user PC workstations to operational status.
• Provide desk-side training and technical assistance as needed.
• Responsible for supporting customer in MS Windows 95/NT and Active Directory Structure.
• Capable of adding and removing workstations to the domain.
• Install and configure PCs, laptops using Windows.
• Use images to build machines from standard builds using common imaging platforms.
• Install and configure desktops/ laptops and other computing devices.
• Follow and adhere to established government procedures for handling, disposing and shipping of storage media.
• Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
• Provided documentation on start-up, shut down and first level troubleshooting.
• Provided continued maintenance and development of bug fixes and patch sets for existing web applications.
• Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
• Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.

Confidential, Springfield, Virginia

Customer Support Engineer- Deskside Support/Field tech.

Responsibilities:

• Travelled all 50 states upgrading and retrofitting IBM desktops, laptops TFS and LGS servers for the Internal Revenue Service for Y2K compliance.
• Setting up new user and E-mail accounts.
• Migration and Data transfer.
• Hardware maintenance and repair of IBM desktops, laptops and Printers.
• Provided technical support for approximately 10,000 (World Bank) users during the migration from Banyan to NT 4.0.
• Provided support for the migration, including installation and Configuration of NT 4.0 workstations.
• Enforced licensing agreements.
• Installed PC clients for new users.
• Installed and maintained network hardware & software. Installed and configured PC's to multi-boot various operating systems for test software & interoperability prior to implementation at customer sites