SUMMARY:

• Confidential has over 15+ years of technical support experience in IT from Commercial and Government industries.
• He has supported, designed, and lead various computer deployment and network migration projects.
• He also specializes in the software application and hardware integration of a multitude of networking technologies from many different vendors.
• Confidential has implemented and supported technologies such as Windows 10, Windows 7, and Directory Services from different software houses, and has experience in designing, implementing and supporting Microsoft BackOffice products (Active Directory, ARS, SCCM, and Exchange) in a large corporate enterprise environment.
• His proven skills in network administration, engineering designs, network configuration and project management have resulted in successful conclusion of various projects in which he has received many accolades.

COMPUTER SKILLS:

• Desktops / Laptops / Tablets
• MS Windows OS 7 / 10
• MS Windows Server 2012
• Blackberry / Smart Phones
• MS Office Professional / 365
• MS Active Directory / ARS
• LaserJet Printers / Copiers
• MS Project / Visio / OneNote
• Exchange / Failover Clustering
• Digital Scanners / Cameras
• Bitlocker / Endpoint
• Network Load Balancing
• Routers / Switches / Hubs
• Remedy / FootPrints / ServiceNow
• SCCM / SCOM / WSUS
• PowerEdge Blade Servers
• Bomgar / DameWare / SCCM
• DNS / DHCP/ LDAP
• VDI Zero - Client Machines
• Citrix XenApp Virtual Desktop
• VMware / vSphere 5.1
• VoIP Phones / STU Phones
• Cisco AnyConnect VPN
• What’s Up Gold / MRTG

PROFESSIONAL EXPERIENCE:

Confidential

Tier II Desktop Support Technician

Responsibilities:

• Determine the operational impact and scope of Major Incidents and/or Critical Situations, escalating the incident to Tier III/IV and other service providers as identified in the Service Desk and IT Operations SOPs and SLAs.
• Obtaining and providing status on major incident recovery progress as needed and ensuring that the customers are contacted to confirm that the service has been restored to the customer's satisfaction (for incidents/requests reported by a customer).
• Work with Problem Management team to ensure faster resolution and root cause analysis.
• Manage critical and non - critical Incidents to ensure timely resolution.
• Ensuring that the progress of the major incident recovery and all relevant times are documented in the associated Incident Record(s) Remedy database.
• Obtain and provide status on Service Desk-sourced security vulnerability remediation progress as needed and ensuring that customers are contacted to confirm that the service has been restored to the customer's satisfaction in the wake of any and all remediation activities.
• Provides phone and in-person support to customers in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors.

Confidential, Washington, DC

Support Lead

Responsibilities:

• Managed a Tier I/II Service Desk as the Technical Lead for the Office of Data and Technology in the Customer Support Center for the Commodities Future and Trading Commission CFTC.
• Managed incidents and requests including integrations with technology specific support teams (Engineering) and ultimately managing root cause analysis utilizing the ITIL (Information Technology Infrastructure Library) platform.
• Developed processes and procedures through a needs assessment to run a medium to large scale service desk.
• Provided structured experience with a large ITSM (Information Technology Service Management) system including BMC Footprints, ServiceNow, Remedy Force, and CAUnicenter.
• Exceptional interpersonal, written and verbal communication skills, stressing the importance of good communication between the different technical tiers.
• Demonstrated abilities and experience in leading, influencing, negotiating and problem solving.
• Coordinated desk-side services with locally deployed support technicians following an ITIL-based service delivery approach.
• Ensured all assigned tasks are supported by the appropriate documentation (incident, problem, service requests or project tickets) to support team utilization and customer satisfaction metrics.
• Ensured proper solutions and knowledge management best practices are integrated into the processes and procedures of the organization.
• Integrated Continual Service Improvement CSI processes to continually refine and improve the Service Desk performance levels.
• Trained, coached and mentored CSC representatives via the Standard Operating Procedures and Work Instructions documentation.
• Reviewed and revise the ITSM framework to identify gaps in processes and sub processes.

Confidential

Tier II Desktop Field Technician

Responsibilities:

• Validated classification of an incident as a major incident against major incident criteria and determining the scope of the major incident, escalate the incident/problem to Tier III/IV and other service providers as identified in the Service Desk and IT operations SOPs and SLAs.
• Obtained and provided status on major incident recovery progress as needed and ensuring that the customers are contacted to confirm that the service has been restored to the customer's satisfaction (for incidents reported by a customer).
• Worked with Problem Management team to ensure faster resolution and root cause analysis.
• Managed critical and non-critical Incidents to ensure timely resolution.
• Ensured that the progress of the major incident recovery and all relevant times are documented in the associated Incident Record(s)/ Remedy database.
• Obtained and provided status on Service Desk-sourced security vulnerability remediation progress as needed and ensuring that customers are contacted to confirm that the service has been restored to the customer's satisfaction in the wake of any and all remediation activities.
• Provided phone and in-person support to customers in the areas of e-mail, directories, standard Windows desktop applications, and applications developed under this contract or predecessors.

Confidential, Linthicum, MD

PC Network Support

Responsibilities:

• Provided Microsoft Windows 7 desktop technical support to the Confidential Information Systems Refresh Team on the Electronics Sector Refresh ESR Project.
• Worked closely with clients possessing varying levels of IT knowledge and provided technical support for users Mobile Devices, Desktops, Laptops, VPN Connectivity, and Desktop Applications including their upgrade to MS Office Professional Suite 2010.
• Followed a pre-defined operating procedure to ensure that the clients, systems and information, are properly followed during their migration to MS Windows 7 from MS Windows XP.
• Installed, upgraded, and replaced Confidential Latitude laptops and Confidential OptiPlex desktop workstations.
• Performed direct follow-up post interviews with clients regarding remediation where appropriate.
• Interfaced with other elements of the client support structure including tracking client issues, updating client tickets and ensuring closure.
• Resolved issues surrounding computer hardware, client-server installed software, network connectivity, and telecommunications systems.
• Documented and submitted problem resolutions to the Incident Management knowledge database in order to assist other Help Desk personnel with problem resolutions.
• Conducted technical training and product briefing with customers and act as local on-site representative to for this deployment.

Confidential, Rockville, MD

Data Center Network Engineer

Responsibilities:

• Monitored and oversaw a complex networking environment that required high availability in monitoring the network elements of the client's IT infrastructure, and network backbone of the Nuclear Regulatory Commission and other Confidential production data centers within US.
• Monitored many networks for certain conditions that required special attention to avoid degraded service including Active Directory, Blackberry, Exchange, and Printer Servers,
• Collected metrics and statistics and reported daily network performance, trends, network team activities, and recommendations to senior management.
• Maintained the network environment to include patching, ensuring software updates, reviewing and revising policies associated with the network.
• Coordinated, planned, and executed Change and Incident Management activities during evenings and weekends.
• Documented policies and processes and making sure that they are being properly followed.
• Provided help in troubleshooting the customer's network issues from remote locations.
• A key contributor to the security and optimization of the Confidential infrastructure and managing the day-to-day network security infrastructure and operations.

Confidential, Rockville, MD

Windows 7 Systems Support Specialist / Team Lead

Responsibilities:

• Provided Microsoft Windows 7 desktop technical support to the Confidential as a member of the Confidential Desktop Deployment Team.
• Followed a pre-defined operating procedure to ensure that clients, systems and information are properly followed during their migration to MS Windows 7.
• Worked closely with clients possessing varying levels of IT knowledge and provided technical support for users Mobile Devices, Desktops, Laptops, VPN Connectivity, and Desktop Applications including their upgrade to Adobe Acrobat X Professional and MS Office Professional Suite 2010.
• Installed, upgraded, and replaced Confidential Latitude laptops and Confidential OptiPlex desktop workstations.
• Troubleshooted general to complex computer problems using MS Windows 7 operating system and the Confidential client-server installed software.
• Performed direct follow up post interviews with clients regarding remediation where appropriate.
• Took a lead role in the knowledge transfer and training/mentoring of team members on core technologies.
• Interfaced with other elements of the client support structure including tracking client issues, updating client tickets and ensuring closure.

Confidential, Washington, DC

Windows 7 Desktop Deployment Technician / Team Lead

Responsibilities:

• Provided desktop technical support to the Confidential as a member of the Confidential Laptop Deployment Team.
• Setup and installed the MS Windows 7 image and approved software on their new Confidential Ultrabook Folio Laptops.
• Used SCCM reports to identify installed software of users prior to the user migrations.
• Backed up the Users Migration Data (USMT) from the Windows XP Desktop Workstation.
• Setup and installed the Targus Universal Docking Station and connected all the external components.
• Configured the Display Link software to connect and configure all of the external monitors.
• Restored the Users Migration Data (USMT) to the new Windows 7 Laptop Workstation.
• Configured the McAfee Endpoint Encryption Agent for mobile computing device protection.
• Moved all laptops into the correct Organizational Unit (OU) for receiving Group Policies (GPO).
• Open the Cisco IP Communicator application to setup and configure the Cisco VoIP phone.
• Installed the Cisco VPN Client for remote access.
• Installed Fore Scout Secure Connector.
• Reconfigured the Document Signing Certificate (PKI).
• Reinstalled software identified from the SCCM software inventory report.
• Ensured connectivity to the network servers and printers.
• Removed old equipment to a central repository location onsite.
• Recorded all computer asset information into a database per CSC management request.

Confidential, Washington, DC

Windows 7 Refresh Desktop Deployment Technician / Team Lead

Responsibilities:

• Provided desktop technical support to the Department of Health & Human Services as a member of the Lockheed Martin Refresh Team.
• Configured, deployed, and installed over 5,000 desktop and laptop computers for Confidential .
• Set up and test a variety of systems and hardware components prior to field deployment and provide personal computer repair and test capability for all Confidential government departments.
• Performed and confirmed data migration from old to new personal computers.
• Analyzed failed equipment according to established methods or procedures and determined whether equipment is repairable in-house or must be returned to the vendor for repair.
• Performed standard repairs and tests of components or equipment that can be repaired in-house.
• Tested incoming repaired items from vendor to ensure that repairs were properly done.
• Performed preventive and on-demand maintenance on a variety of personal computer equipment.
• Performed daily inventory of systems and hardware components prior to and after field deployment and provide daily reports to the Asset Management Lead.
• Set up and wiped all returned systems and hardware prior to disposal.
• Performed inventory and accountability of all assets prior to disposal.
• Received and processed all new assets utilizing excel spreadsheets and barcode scanners.
• Responded to telephone, electronic mail, and/or walk-in requests for support for all systems and equipment within 48 hours of deployment.