SUMMARY:

• To ensure the highest quality of service and flexibility to the changing technical environment while adding value capability, assuring project success with enhanced technical expertise
• Windows 7 Windows 10, MS Office, Windows Server, Exchange Server, VMWare, VDI
• Proficient w/ SharePoint
• Strong understanding of Microsoft Office 2010 products
• Experience with Blackberry’s/BES
• Network troubleshooting LAN/WAN
• Knowledgeable of various ticketing systems (Remedy, HP service center, HEAT)
• Meets SLA targets and created SOP’s
• Experience w/ Microsoft Lync 2010/2013 instant messaging Voice Over IP (VoIP) video conferencing
• Worked with various Confidential equipment (Tandberg, Cisco, Polycom etc.)
• Setup Government Phones Accounts (iPhone, Android, Blackberry)
• Secure Encryption (Bitlocker)

WORK HISTORY:

Desktop Engineer

Confidential, Arlington, VA

Responsibilities:

• Support 3,000+ users at Confidential Readiness Training Facility providing phone, remote, and desk - side technical support to users
• Configuration of systems w\ Windows 10 images to workstations and laptops and VDI, configuration of communications devices, and peripheral equipment.
• Troubleshoot software/hardware problems. Government standard software includes but is not limited to: Office 2013 Internet Explorer/Mozilla Firefox Citrix Adobe Acrobat (XI Pro) Adobe Flash Player Adobe Shockwave Confidential Various Air and Confidential software etc.
• Prioritize work to resolve complex support client issues
• Maintain ownership of service tickets throughout the life span of the support request and collaborate with other staff \vendor support resources to resolve requests
• Provide updates, status, and completion information to management while following up with users to ensure resolution success
• Participate in workshops, seminars, or other events as required.
• Complete assignments by the Government, contract or supervisors in coordination SLA's.

Application Specialist

Confidential

Responsibilities:

• Research, resolve and respond to questions and problems received via telephone calls and emails
• Provide support in accordance with current standards
• Train new-hires on Consular Applications and how to resolve issues facing customers timely and efficiently
• Document customer’s information and detailed problem description in Remedy ticketing system
• Provide support of Consular Affairs Application to all overseas posts and troubleshooting
• Provide installation, training and support on Consular computer systems, hardware & software for designated customer and staff members
• Provide second-level support to end users domestically and overseas posts
• Evaluate team workflow and processes and recommend/implement improvements to those processes
• Perform database modifications domestically and for overseas posts
• Research solutions using all available resources
• Formulate and propose implementation plans which deliver value to the organization
• Determine the most efficient and effective way to resolve customer’s technical issues
• Work with Active Directory on a day-to-day basis
• Maintain and administer IT support for desktops, software applications, hardware and other peripherals

Confidential

Responsibilities:

• Confidential for Confidential N81 users (liaison between Confidential Gov’t personnel and Confidential ) and responsible for hardware, Active Directory permissions, and MS Office issues
• Provide top level customer service and trained users on policy and procedure for Confidential network
• Configured Confidential and Confidential conference calls(Polycom/Tandberg) and performed an annual inventory which identified all equipment, verify warranty, and service level dates
• Works alongside Confidential /DNS to insure SOPs are met and Create/Maintain NET database profiles
• Activated/Maintained Gov’t issued Phones/accessories (iPhone, Android, Blackberry)

Sr. Deskside Support Technician

Confidential

Responsibilities:

• Function as a member of a deskside support team supporting over 4,500 end users representing 2 million-plus PCs. Manage various areas of support including broadband remote connectivity, account provisioning, email (MS Outlook 2010), and Windows configuration settings, upgrade issues, and disaster recovery. Windows 7/10 OS, MS Office 2013/2016 Professional Suites, WebEx, and TrueCrypt/BitLocker, Trend Micro Policy Server ARS, Remedy, Microsoft Lync, Hardware/Software issues are some of many issues fixed on daily basis
• Managed call, instant message, email, video share, and shared desktop via Microsoft Lync 2013
• Setup Tandberg Confidential calls (Secret/Unclass) and performed a weekly equipment/system check
• Activated/Maintained Gov’t issued Phones/accessories (iPhone, Android, Blackberry)

Confidential /IT Analyst

Confidential

Responsibilities:

• Confidential for Confidential N96 users (liaison between Confidential Gov’t personnel and Confidential ) and responsible for hardware, Active Directory permissions, and MS Office issues
• Provide top level customer service and trained users on policy and procedure for Confidential network
• Configured Confidential and Confidential conference calls(Polycom/Tandberg) and performed an annual inventory which identified all equipment, verify warranty, and service level dates
• Works alongside Confidential /DNS to insure SOPs are met and Create/Maintain NET database profiles
• Activated/Maintained Gov’t issued Phones/accessories

Tier 3/Desktop Engineer

Confidential, Washington, DC

Responsibilities:

• Performs hardware, software and network upgrades for the Department of Justice National Security Division. Tier 3 support based role, as well as Windows Systems Administrator tasks.
• Responsible for implementing and maintaining system, device, and media security while providing IT support, to include planning, software and hardware configuration amongst a staff of various positions (Network Engineers, ISSO, PM, System Engineers, Virtualization Engineers, etc.).
• Implements and maintains overall worksite support for a customer base of over 400 individuals, by managing WSUS, AD, and DHCP to ensure all workstations maintain group policy.
• Physical patch security, Port security, and switch maintenance
• Follow procedures, configuration management processes and recommends ideas to management in regards to customer service
• Monitor state of the art IT equipment and make recommendation on how to address trends
• Managed call, instant message, email, video share, and shared desktop via Microsoft Lync 2010

Tier 2 Lead Expert

Confidential, Newport News, VA

Responsibilities:

• Support over 20,000 Confidential employees as Tier 2 Lead expert
• Troubleshooted all related issues on the network on Windows XP and Windows 7 OS
• Responsibilities includes account administration for Active Directory, Mainframe, several applications that users require assistance with (EB, SAP, Avaya Voicemail System) ; Used ALTIRIS/Symantec RAAD tools when remoting into users PC and pushing software ; Instructed users how to use all functions for Microsoft Lync 2010

Network Specialist

Confidential, Washington, DC

Responsibilities:

• Tasks include Imaging from Confidential (Desktops & Laptops), Setup\ install desktops, laptops, printers, scanners and other peripherals for employees of the Department of Homeland Security; Created user requests via ARS(Remedy)
• Install approved network software on desktops and laptops while monitoring LAN security. Provide technical support with any LAN issues. Implemented policies & procedures while maintaining performance for the LAN. Corrected any issue pertaining to the user’s workstation (laptop or desktop)
• Manage Active Directory; Assist and install printers locally and network
• BlackBerry Smartphone and desktop software training, Activate\Setup Verizon and AT&T Blackberry’s, BlackBerry Enterprise Server Administrator Training, handle day-to-day BES and blackberry related technical problem, BES account creation/deletion, setting Enterprise Activation password, Resetting device password
• Remote controlled user PCs via Microsoft SMS when necessary to in troubleshoot and install software/patches
• Schedule and coordinate maintenance of user workstations; Maintain thin clients and troubleshoot issues on HP Blades