SUMMARY:

• A highly experienced Technical Support Representative looking for new challenges in Information Technology
• Extensive experience working with Microsoft products and other COTS products.
• Experienced with configuration and installation of PC and Server Windows Operating system software.
• Worked extensively with ticketing systems informal and formal working as Tier II support.
• Experienced using multiple Remote access tools from Microsoft and 3rd party vendors to assist customers resolving problems.
• Highly experienced resolving customer issues with Telework using VPN, Windows Remote Desktop Connection and WIFI connections.
• Highly resourceful in resolving customer issues accessing network Shares, Printers and Application resources.
• Worked extensively with Outlook and creating shareable calendars, email accounts on Exchange server and Outlook Client configuration for access.

COMPUTER SKILLS:

Software: Microsoft Office, COTS, printing and scanning software.

Operating Systems: Windows 10/8/7/XP/2000

Server: Windows 2012/2008/2003/2000/ NT 4.0/3.5.1.

Hardware: Compaq Servers, Dell Servers, HP Servers, Toshiba Laptops, Compaq Laptops, Dell Laptops, Dell Desktop Computers, HP Desktop Computers and Clones.

Networking: TCP/IP, DHCP, DNS, WINS and Exchange/Active Directory Administration.

PROFESSIONAL EXPERIENCE:

Confidential, Leesburg, VA

IT Tech

Responsibilities:

• Supporting Windows 10/8/7, Office 365, Adobe Creative cloud support in Windows Active Directory in several different locations locally and remotely. Assisting setup Video conferencing with Zoom/MS Skype in conference rooms.
• Routine administrative tasks in Active Directory, ShareFile, eFax, Zoom and Office 365.
• Setup and monitored network with PRTG and LAN room monitoring with NetBotz.
• Assisting Staff in configuring Mobile devices (iPhones, iPad, Android and Blackberry) for using Intune Company Portal and Outlook application with Multifactor Authentication.
• Using BMC Track - It ticketing software to track and document customer problems.
• Support Remote users on Cisco AnyConnect VPN or with Windows Terminal Server.
• Using LogMeIn Rescue to access user computers remotely for problem resolution.

Confidential, McLean, VA

Helpdesk Support

Responsibilities:

• Hilton International corporate headquarters supporting executives using Windows 7 and Office 2010.
• Supporting over several hundred HP laptop and desktop computers. Imaging computers with Confidential Ghost.
• Potomac School (K through 12 private school) supporting thousand Staff and Students using Windows 7, Office 2010, FirstClass email and Adobe Suite on Lenovo laptops/tablets. Using Confidential Ghost to image computers. Using Synchronization for work off line files for Staff and Students.
• Resetting user’s passwords and managing print server in Windows 2008 Active Directory.
• Helios HR email migration for thirty staff using Windows 7 and Office 2010.
• National Recreation and Park Association supporting sixty staff using Windows 7, Office 2010 and Office365.
• Configured Dell Laptop/Desktop computers installing Windows 7, Office 2010, Office365, ESET Anti-Virus and Adobe Acrobat.
• Monitor computers through ESET Anti-Virus Administration console and manage print server on Windows 2008 active directory.

Confidential, Columbia, MD

IT Specialist

Responsibilities:

• Tier I support of Central Office of Veterans Affairs from primary contractor NIS site in Sterling, VA. Entering tickets on Computer Associates Service Desk Manager.
• First point of contact for Secretary of Veterans Affairs Office and other VIP’s at the Department of Veterans Affairs.
• Fielding calls from the Veterans Affairs Central Offices local and remote staff.
• Supporting Windows XP/7, Office 2007/2010, Cisco VPN Client and other desktop applications.
• Using DameWare, MS Share Desktop, Remote Desktop Connection, Active Directory Users and Computer tools to remotely support Veteran Affairs staff as Desktop Administrator.

Confidential, Herndon, VA

Tech Engineer

Responsibilities:

• Production Support for eight applications using SharePoint and SQL Server 2008.
• Verify check lists that SQL jobs and windows schedule items have been successfully completed for each scheduled item.
• Enter Remedy incidents and change management request for errors found and maintenance items for applications and servers hosting applications.
• Utilize Email, Microsoft Live Meeting and conference call meeting in resolving issues.

Confidential, Fairfax, VA

System Engineer

Responsibilities:

• 3rd & 2nd contract supporting MS SharePoint administrator/support for Confidential application.
• VIP’s and Safety Department Tier II support for Microsoft windows PC and Android devices.
• Finish Project that was started through previous contract with Confidential .
• Last Phase of Confidential team member for migration projects from Novell to Microsoft Active Directory network environment.
• Ensuring all Novell software has been removed from client computers; configure printers using TCP\IP and all mapping are working for each user.
• Returning valued member that successfully moved Confidential from Novell to Microsoft Active Directory after 10 years and after numerous previous attempts failed.

Confidential, Washington, DC

Network Administrator

Responsibilities:

• Confidential team member for migration project from Novell GroupWise to Microsoft Outlook. Monthly cutover of several hundred users with minimal disruptions and completion of project with an extremely aggressive schedule. Project completed after several previous attempts failed, but our project exceeded expectations.
• PC Replacement/Upgrade Windows XP Pro using USMT, NewSID, Moveuser, Novell ConsoleOne and Microsoft Active Directory tools. Install Memory upgrade as needed.
• Blackberry Migration also with project cutovers to Outlook. Desktop Manager for Backup and Restoration of Data. Blackberry Enterprise Manager to delete, add and initialize users Blackberries to the new Blackberry Enterprise Server.
• Helpdesk Tier II support as needed during project downtime.

Confidential, Vienna, VA

System Engineer

Responsibilities:

• Install Windows 2000/2003 Server for proprietary software development.
• Create/monitor SQL 2005/2000 Backups. Monitor Kaspersky Admin Server.
• Create and maintain Acronis imaging software for Windows XP on Dell laptops.
• Assist customers with Windows XP desktop problems, VPN Clients, Microsoft Office 2003/2007, Kaspersky Anti-Virus and Active Directory issues.
• Install and maintain Microsoft Virtual Server for software demo and Virtual PC for multiple VPN clients.
• Supported Barracuda Anti-Spam and Anti-Virus email filter to Exchange Server.
• Supported Cisco VPN access point to company Intranet.
• Manage Active Directory account for 100 Servers and 150 laptops.
• Resolve networking problems remotely and locally.
• Maintain inventory database for company assets and equipment.

Confidential, Fairfax, VA

System Engineer

Responsibilities:

• Install Windows 2000 Server for Fax Server and Document Scanning for Social Security Administration through Confidential contract.
• Ghost servers, configure RAID 5 arrays and edit Ghost images.
• Install and configure Brooktrout Fax Cards, Message Open Intercope and Ascent Capture software.
• Edit scripts to automate the final configuration of servers.
• Resolve problems in the field after deployment with Windows Remote Desktop Connection.
• Troubleshoot server hardware and software problems.
• Train new members the process for server configuration.

Confidential, McLean, VA

Helpdesk Tier I and II

Responsibilities:

• Provide Tier I and Tier II support of XP Professional and MS Office Suite for the Confidential .
• Install and support COTS software and custom applications.
• Track activity through the Applix® (Problem Management System).
• Install McAfee Enterprise Client software, configurations and virus removal.
• Patch and update Windows XP and 2000 workstations.
• Provide Outlook and Outlook Web Access (OWA) accessing MS Exchange Servers.
• Provide remote access support through AT&T, Sprint and Cisco VPN client.
• Enable Tivoli Remote access to customer PC for problem resolution and training.
• Install and configure Windows XP Professional for Confidential Migration Team as a sub-contractor for Confidential .
• Primarily responsible for Quality Control for Windows XP configuration.
• Ghost previous Windows Operating System for data backup.
• Install additional COTS software.
• Provide follow up support for issues after Confidential Migration.
• Coach and train new members of the Confidential Migration Team.