TECHNICAL SKILLS:

Active Directory, Exchange 2003, Server 2003, Server 2008 R2, Hyper V, VMware, Microsoft Operations Manager(MOM), Systems Center Operations Manager 2007(SCOM), Confidential OpenManage, HP Openview, Remedy, ServicePro, Magic, HEAT, Track it, Netman, SMS, Networking, Net Support Manager v.11, Dameware, Microsoft Office Professional 2007/2010/2013 , Windows 95, 98, 2000, Vista, 7 10, TCP/IP, Internet, Backup Exec 12, Cisco Anyconnect VPN, CGMS, Goodlink,, Whats up Gold(WUG), Zenworks, ServiceNow

PROFESSIONAL EXPERIENCE:

Sr. Help Desk Analyst

Confidential

Responsibilities:

• Troubleshoots, resolves, integrates, tests, and maintains operating systems environments such as, but not limited to: Windows 2000, MS Office, MS Exchange 5.5, etc.
• Answers, evaluates, and prioritizes incoming telephone, voice mail, e - mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other information system-related technologies.
• Handles problem recognition, research, isolation, resolution, and trouble ticket follow-up for routine user problems, referring more complex trouble tickets to supervisor or more senior-level Help Desk Analysts.
• Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
• Works with team members to identify issue trends and suggests long-term strategies to help mitigate incoming issues Trains users on software and hardware on-site.
• Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises.
• Reports directly to Lead Help Desk Analyst or Help Desk Manager; may receive assignments from senior-level Help Desk Analysts
• Works under general supervision; follows established procedures or previously issued instructions, reporting to supervisor for assistance or new instructions.

Lead Help Desk Technician

Confidential

Responsibilities:

• Provide technical support for Confidential employees nationwide.
• Utilize Heat for fielding user requests, running reports and assigning work.
• Creates SOP’s for various technical procedures.
• Research and resolve complex technical issues independently.
• Provide training and guidance for Tier I & II help desk technicians.
• Maintain and configure iphones for customer field communication.

LAN Support

Confidential

Responsibilities:

• Provide technical support for Confidential employees worldwide.
• Utilize Service Pro for fielding user requests, running reports and assigning work.
• Provides network administration utilizing Active Directory and Exchange Management Console.
• Maintains and configures iphones for customer email messaging.
• Provide audio/visual support at National Press Building for meetings and training sessions.
• Provide 24/7 on-call technical support on rotating basis.
• Assists Network and Comms teams with various tasks as needed.
• Maintain parts and equipment inventory for Confidential .

Confidential

Service Desk Analyst

Responsibilities:

• Provide first and second tier technical support for Confidential employees nationwide.
• Use Remedy ticketing system for fielding user requests, running reports and assigning work via Remedy.
• Provided support for Microsoft Office and related problems.
• Provided Account administration utilizing Active Directory.
• Performed software updates and repairs remotely utilizing Dameware.

Confidential

Network Administrator

Responsibilities:

• Provide 24x7x365 Enterprise Network Monitoring and support to the Coast Guard Telecommunication Information System Command Enterprise Management Facility ( Confidential -EMF)
• Assisted with migration from Windows XP to Windows Vista and Windows Vista to Windows 7.
• Perform mailbox and account administration using Microsoft Exchange System Manager (ESM) and Active Directory Users & Computers ( Confidential ) for Confidential users across the country and worldwide.
• Monitor and troubleshoot all Coast Guard Enterprise servers using Microsoft Operations Manager 2005 (MOM) and Systems Center Operations Manager 2007 (SCOM)
• Configure, troubleshoot and build Confidential Power Edge Servers using Windows Server 2003 in efforts to support the Enterprise Migration Project on both Classified and Unclassified platforms
• Perform installation and configuration of Windows 2003 Server, DHCP, WINS and DNS configurations.
• Troubleshoot and resolve alerts per instance and develop reports for upper management regarding network status/connectivity, task creation, views, and add management packs.
• Manage Domain Controller promotions and execute Exchange 2003 Server builds and installations including builds and role setting for Domain Controllers, Site Servers, and Distribution Servers throughout the network
• Roll out of new Confidential T610 Servers for Coast Guard Virtualization Project from Server 2003 to Server 2008
• Initialize user mailbox and account security sweeps in coordination with the Information Systems Security Officer (ISSO)
• Perform backup and restore jobs using VERITAS Backup Exec
• Use Remedy ticketing system for fielding user requests and assigning work via Remedy.

Confidential

Senior Technical Support Analyst

Responsibilities:

• Provided telephone and desk side support for network users at Andrews AFB.
• Responsible for creation and management of user accounts utilizing Active Directory on Classified and Unclassified networks.
• Responsible creating reports and logging customer requests in Remedy .
• Assisted in rollout of Standard Desktop Configuration(SDC) of over 3000 computers.
• Responsible for mail account creation and configuration using MS Exchange.
• Installed and configured Cisco VPN software on SDC laptops.

Confidential

IT Specialist

Responsibilities:

• Responsible for all IT support for the 13 Confidential Washington office remote sites.
• Responsible for creating and supporting user accounts in Microsoft Exchange utilizing MS Outlook.
• Responsible for installing and supporting PKI software for users at all remote sites.
• Responsible for creating knowledge database and the SOP for the Washington Office Group.
• Performed Quality Assurance testing for all sites.
• Responsible for maintaining that all servers and desktops meet DOD Gold Disk standards.
• Responsible for administration of Confidential phone systems.

Confidential

IT Specialist

Responsibilities:

• Responsible for desktop/hardware and telephone support of laptops and workstations in Novell/Microsoft environment.
• Created weekly Anti-virus reports for the Confidential program office.
• Provided phone support for remote and local users.
• Responsible for creating and maintaining Ghost images for desktops and laptops.
• Provided desktop support of EPA standard software including Microsoft Office and Lotus Notes.