SUMMARY OF QUALIFICATIONS:

• 10 years of experience working within the Desktop Support environment
• 10 years of supporting, managing, creating and maintaining user accounts and groups with the use of Active Directory.

TECHNICAL SKILLS

Administration skills include but not limited to: managing active directory, group policy, software deployments, system policies, access controls, remote access, data backup and recovery, patch management/IAVA compliance.

Operating Systems: Windows 2000/XP/Vista/7/8.1, Server 2003/8/12 R2, MSDOS

Networking: Knowledge of LAN/WAN topologies; DHCP, DNS,TCP/IP, protocols; Ethernet, Tier I, Tier II and Tier III support, Remedy, Heat, Service Now, GWI, LANdesk, GoverLAN, DameWare, Bomgar, Windows Remote Desktop

Applications/Software: Active Directory, Active Roles Server, SCCM, Active client, MS Office 2000/2003/2007/2010/2013 , MS Outlook 2000/2003/2007/2010/2013 , McAfee Antivirus, Norton Ghost.

PROFESSIONAL EXPERIENCE:

Desktop Support Manager

Confidential

Responsibilities:

• Responsible for Desktop Support services for 5000+ Confidential employees in the National Capitol Region.
• All aspects of employee management, training and mentorship.
• Interview and select best potential candidates to fill open Desktop Support positions.
• Employee work schedule creation and management for when technicians are out sick or on vacation.
• Maintained weekly communication with onsite Branch Chiefs and CSSD management in regards to frequent issues, ongoing/upcoming projects, SLA/SLR reports, IT related recommendations, and end user concerns.
• Assignment of HEAT tickets based on customer location and technician’s museum coverage assignment.
• Responsible for ticket escalation to assist with issues technicians are unable to resolve.
• Perform annual employee review and performance rating.
• Compilation of metrics for technician HEAT ticket assignment dates, current ticket status and ticket closure dates to ensure compliance with contract SLA requirements.

Tier III Support Engineer

Confidential, Silver Spring, MD

Responsibilities:

• Image and or reimage new thin clients, laptops and desktops.
• Removal of old PC accounts in SCCM so they can be re imaged.
• Manage PC accounts to make sure they are in the correct container after they been joined to the domain.
• Perform security group and distribution list management.
• Perform hardware installation and replacement of hard drives, RAM, power supplies, motherboards and accessory cards.
• Perform data recovery and restoration.
• Installation of software as well as troubleshooting of error messages and any usability issues for customer.
• Setup and configure local and network printers.
• Set up of dual and triple monitor configurations.
• SOP and technical document creation and modification as needed.
• Perform account creation and manage disabled or locked accounts.
• VPN installation and troubleshooting of any connectivity issues.
• Assistance with after hour calls forwarded to on call Blackberry when needed.
• Advanced troubleshooting of Remedy tickets that require escalation.

Tier III Support Engineer

Confidential, Washington DC

Responsibilities:

• Create and maintain user and computer accounts for 1000 plus user environment for the Civil Rights Division of the DoJ.
• In process and keep inventory of all new incoming equipment and prepare old hardware to be excessed.
• All aspects of tier II and tier III support for civilian and contract employees.
• Image desktops as well as imaging and encrypting laptops for deployment.
• Assist with laptop roll out.
• Also assist with new laptop and docking station roll out.
• Install network and local printers and troubleshoot when needed.
• Install GOTS and COTS hardware and software.
• Create and update SOPs when needed.

Tier III Support Engineer

Confidential, Bethesda, MD

Responsibilities:

• Served on migration team for BRAC of WRAMC and merge of 3500 plus users with Confidential .
• Served on Migration from NMED to JMED domain.
• All as aspects of tier I, tier II and tier III support for all levels of Military, Civilian and Contract employees.
• Addition of network printers and print queue creation.
• Support of Joint Task Force and the command Suite.
• Support of the National Intrepid Center of Excellence.
• Complete relocation and setup of the Main Operating Room, Pain Clinic and Urology Clinic as well as provide support for other moves as well.
• Initial user check in and account creation in Active Directory.
• Email account creation.
• Distribution list creation and group membership administration in Active Directory.

Move, Add, Change Technician

Confidential, Ft. Belvoir, VA

Responsibilities:

• Imaging of desktops and laptops with proper Confidential image using a MDT disk or Ghost server.
• Post image configuration of hardware for PC’s such as local and network printers, scanners, dual monitors and switches.
• Mapping network drives and network printers.
• Software installation of any type.
• Setup and configuration of Outlook.
• Installation, setup and configuration of BlackBerry desktop manager.
• Move and set up network printers.
• Configure new network printers with DHCP for network use.
• Relocation of desktops, monitors, switches, keyboards, mice and CAC readers for users moving to new locations.
• Setting up user profiles on laptops and caching of their credentials for VPN remote access use.
• Provide user training on use of VPN remote access usage.
• Provide desk side Tier II support and troubleshooting hardware / software issues for military, civilian and contract employees.

Deployment Technician

Confidential

Responsibilities:

• Remove and set up new workstations.
• Perform workstation and laptop migrations to Microsoft Vista.
• Assure user profiles and files were backed up and restored.
• Set up profiles and configuring outlook setting and mail servers.
• Install network and local drivers and printers.
• Responsible for data backup and transfer.
• Responsible for troubleshooting and resolving Vista issues.
• Complete successful amount of migrations without errors.
• Create and complete Remedy tickets for troubleshooting computers and laptops.
• Quality assurance in assistance with customers using new migration.