SUMMARY:

• I am a customer support focused IT professional with 10 years of hands - on, relative, experience derived from supporting Government and Private-Sector customers at both the individual and network enterprise levels.
• I possess excellent communication and interpersonal skills, a finely honed attention to detail, an aptitude for excelling as part of a team or on my own, excellent customer service skills, and I am highly adaptable in fast paced environments.

TECHNICAL SKILLS:

Operating Systems: Windows 98, 2000, XP, Vista, Windows 7, 8 & 10

Hardware: HP printers, Blackberry s, IPhones, Switches, Routers, LAN, Ethernet, TCP/IP

Software: Microsoft Office Suite (03/07/10/13), Remedy, Heat, Symantec Ghost, PGPMcAfee anti-virus, PowerShell, Active Directory, NetIQ, VMware Horizon 6, VMware AirWatch, Good for Enterprise, Cisco AnyConnect, Assured Compliance Assessment Solution (ACAS)

PROFESSIONAL EXPERIENCE:

Confidential, Alexandria, VA

Senior Desktop Support

Responsibilities:

• Configure and deploy desktops, laptops, tablets, and Virtual Desktop Infrastructure
• Troubleshoot Virtual Desktop Infrastructure utilizing VMware Horizon 6 View Administrator
• Migrate customers from Windows 7 to Window 10
• Ensure that all customer data is safely, and efficiently, migrated when customers are refreshed to Windows 10
• Utilizing DameWare Remote Support tool, provide remote assistance for customers whether they are onsite or offsite
• Using Deductive and Inductive Reasoning skills, provide a diagnosis of software and hardware issues, along with a plan to fix the root cause of these issues
• Create incident tickets for port activations and VLAN changes
• Utilizing ARS, provide usernames and passwords, reset passwords, unlock accounts, and verify account activity
• As a Senior Technician, provide and mentorship to newly hired technicians so that they may excel in the JSP environment
• Troubleshoot VPN, network drives, and wireless issues
• Install Bitlocker encryption on newly imaged laptops and tablets, as well as providing the recovery key when needed
• Utilizing Confidential, run military-grade erasure of data on systems that have been involved in a data spillage

Confidential, Alexandria, VA

Senior Desktop Support

Responsibilities:

• Respond to customer’s hardware, software, and network technical issues via email and phone
• Provide encryption support for laptops with BitLocker and Data Armor
• Assist customers experiencing CAC authentication issues using a myriad of troubleshooting techniques
• Provide customers with assistance downloading and activating their PIV from DMDC
• Reimage/Configure desktops and laptops for new hires (Surface Pro, Dell desktops & tablets)
• Troubleshoot many uncommon software issues that would arise for customers utilizing MS Office, SharePoint, and Adobe Suites
• Unlock user accounts, reset passwords, and tokens
• Provide comprehensive and professional mentorship to newly hired technicians in the JSP environment
• Troubleshoot many issues relating to VPN, network drives, and wireless issues in the JSP environment
• Assist customers with relocation of assets to new areas and working locations
• Provide deployment assistance to the Windows 10 Migration Team
• Install local printers, scanners, and webcams
• Provide assistance troubleshooting, and activating, NIPR and SIPR network drops

Confidential, Arlington, VA

Help Desk Analyst / Part-time NOC Analyst

Responsibilities:

• Provided customers with excellent technical support by troubleshooting applications in the Windows environment
• Assisted customers on the Windows environment with a wide range of issues on multiple types of systems (laptops, desktops, tablets, and thin clients)
• Troubleshoot iPhone and Android mobile devices by providing hardware replacements, as well as data backup and restoration
• Configured and performed Enterprise Activations for customer mobile devices with the GOOD application for iPhone, and the KNOX application for Android
• Utilized the Active Directory Console, modify and unlock user accounts, enable Common Access Card authentication, and create usernames and passwords
• Utilized Remedy, monitor and resolve incident tickets quickly and efficiently to be compliant with the contracts Service Level Agreements
• Executed vulnerability scans to ensure systems are complaint before deployment utilizing The Assured Compliance Assessment Solution (ACAS)
• Performed installations of hardware and software on a wide range of systems and mobile devices
• Maintained, diagnose, and repair computer components to ensure customers have reliable access to data, as well as optimal system functionality and performance
• As an AirWatch, Blackberry Enterprise Server, and Good for Enterprise Administrator, enroll and configure mobile devices (iPhone, Blackberry, and Samsung devices)
• Provided assistance to users in person, and remotely, regarding various hardware and software issues
• Supported VIP’s with issues that would arise in the DIRO conference room
• Assisted, until completion, with the Window 7 laptop refresh project (700+)
• Performed VCC system checks by disabling Wi-Fi, Bluetooth, and ensuring webcams are covered
• Troubleshoot a wide range of VPN issues caused by s, connectivity errors, and misconfigured settings
• Performed hourly checks to ensure that network operations are performing to normal standards
• Unlocked/secured TRB’s and release zip quarantine files
• Monitored SCOM console/Airwatch console

Confidential, Arlington, VA

Desktop Support Specialist

Responsibilities:

• Created and submit trouble tickets, as well as customer service request documents
• Tracked trouble tickets and Confidential ’s, and regularly perform follow up with customers
• Assisted clients with publishing new PKI s to the Global Address List
• Configured and install desktops, laptops, and peripherals for new hires
• Assisted with unlocking accounts, password resets, and temporary passwords
• Troubleshoot, analyze, and repair hardware/software issues
• Responded to customer e-mails, answer customer phone calls, and assisted customer walk-ins
• Maintained an asset inventory and set of documentation for computers, printers, Blackberry’s, and peripherals on the contract

Confidential, Gaithersburg, MD

IT Support Specialist

Responsibilities:

• Provided support to laptop, desktop, and IP phone deployments
• Performed network and system administration tasks with Active Directory. Tasks included configuring email accounts, adding workstations, password resets, and account unlocks
• Maintained an information repository by calculating, labeling, and recording PCs, as well as peripherals, into an asset database
• Installed, configure, and troubleshoot hardware
• Provided end user assistance with a wide range of proprietary software
• Provided asset relocation assistance of PCs and peripherals
• Re-imaged PCs, and perform data migration for the customer
• Assisted customers by creating/configuring Outlook profiles, so that a connection to the Exchange Server can be established, and email can be received
• Diagnosed and resolve PC issues, escalating if required
• Maintained, analyze, troubleshoot, and repair computer systems for redeployment
• Encrypted hard drives with SafeGuard Easy Client software
• Interact and follow up with customers to ensure they maintain a high level of satisfaction

Confidential, Gaithersburg, MD

Desktop Support Specialist

Responsibilities:

• Reimaged, configure, and install desktops and laptops to meet customer requirements as outlined in the companies Standard Operation Procedure
• Part of a team of 8 technicians that supported a user base of over 800
• Created service tickets utilizing Heat ticketing system and ensure tickets have been properly completed before closing/resolving
• Troubleshoot hardware, software, and network connectivity issues
• Troubleshoot customer systems remotely, and provide assistance utilizing Go-To-Assist and NetMeeting software
• Installed various software for the Microsoft Office 2003 and 2007 suite, such as Access, Excel, PowerPoint, Word, Project, Outlook, Visio, and various Adobe suites
• Map users to network drives and printers
• Answered 10-15 client trouble calls per day
• Disposed of unwanted PCs and computer related components according to guidelines and recorded information into asset disposal database
• Provided oversight to a network project whose goal was to determine/provide the physical location, IP address, and labeling for 150 printers, resulting in convenient and intuitive accessibility to end users

Confidential, Frederick, MD

Test Technician/Assembler

Responsibilities:

• Installed, configure, and troubleshoot hardware issues proprietary healthcare software
• Provided installation, configuration, and technical support to proprietary healthcare software
• Build network cables, 8-slot chassis, receivers, and Optelecom power supplies
• Collected, analyze, and report data on test processes
• Assembled, program, and test Cisco products, Optelecom products, Weather bug, Custom PCs, medical equipment
• Provided maintenance and management of cable wire
• Troubleshoot and resolve assembly issues such as opens and shorts
• Performed maintenance and repairs of cabling and hardware using Cold Solder
• Provided status of open work orders to the project manager