PROFESSIONAL EXPERIENCE:

Confidential, Bethesda, MD

Tier 2 Service Desk Analyst

Responsibilities:

• 95% phone support 5% in house support. 40k+ users nationwide, resolving 30+ issues per day. iPhone and Blackberry (Administration/ Support/ BES5 / BES10 / BlackBerry Work / Active sync)
• Confidential LISTSERV Administrator
• Macintosh Apple Support
• Active Directory (Administration / Unlock / Password reset / Group management)
• Good Enterprise Server (Administration / Account creation / Pin number reset)
• Secure Email/File Transfer (SEFT) (Permission / Troubleshooting).
• General Network Support including DNS/ DHCP support
• Cisco AnyConnect VPN (Diagnostics / Updating / Modification of profile)
• MobileIron MDM email solution for mobile phonese

Confidential, Bethesda, MD

Tier 1 Technical Support Analyst

Responsibilities:

• 100% phone support. 40k+ users nationwide, Handling 40+ issues per day.
• Email Support for Confidential Central Email Service (Microsoft Exchange)
• Smart Card/PIV card troubleshooting
• Office 2010/2013 application support
• Telecommunication phones / Voicemail support.
• Printer troubleshooting

Confidential, Rockville, MD

Technical Support Analyst

Responsibilities:

• Performed 90% phone support to 20,000+ users nationwide, resolving 20+ issues per day.
• Utilized Citrix and Terminal Services to remote in to end user.
• Responded to calls, emails, and chat from clients.
• Resolved client issues or escalate to the appropriate team
• Tested pre - released versions of software
• Reviewed and stayed up to date on the latest versions functionality
• Identified ongoing technical/functional changes and enhancements that can be made to system and client applications.
• Created new databases and backed up existing databases.
• Troubleshot printer and Orbitz card scanners
• Configured Avaya IP phones for VPN 'front end'
• Performed password reset in AD for enterprise members

Confidential, Alexandria, VA

NOC Network Operations Analyst

Responsibilities:

• Responsible for monitoring the Securities and Exchange Commission ( Confidential ) Network Information infrastructure and maintained data logs for network devices.
• Monitored network infrastructure for Confidential such as Exchange, File Servers, SQL, Blackberry, Citrix, with network tools such as HP Open View, Sensaphone, Net IQ, CA Spectrum, Putty, NetCool, Big Brother, DataTrax and ITSM/Foreseer.
• Conducted Tier 1 network investigations on systems, to ensure utilization of system resources.
• Monitored the status of server application feeds and reporting failure of these applications.
• Responsible for the reporting/analyzing system performance measure to ensure they comply with Confidential standards.
• Performed routine system logs, and maintain data records.
• Constructed daily reports on all critical network devices and help implement plans to recover network resources.
• Conducted conference calls with management, technicians, and vendors when system failures occur.
• Performed tier 1 help desk after hours to include (password recovery, resets, LAN account resets, RAS token resets, and desktop configuration).

Confidential, Alexandria, VA

Network Specialist

Responsibilities:

• Confidential is a contractor for Department Of Defense Army Contracting Command - National Capital Region (DOD ACC-NCR).
• Delegated duties of helping end users with issues such as office applications not working correctly, and PST setup.
• Prepped users for migration from one agency to another.
• Set up and configured desktops for new users by using Symantec Ghost Solution Suite.
• Performed computer maintenance by ordering replacement parts and repairing equipment.
• Reimaged computers, repaired and replaced computers
• Support 500+ users
• Troubleshot Office 2003 from Word crashing to PST not being found.
• Setup of PKI Securities, Common Access Card registration and Certificates.
• Setup and configured VTC

Confidential, Rockville, MD

Sr. Technical Support Engineer

Responsibilities:

• Responsible for returning phone calls to customers and handle difficult issues or escalated issues. The average caseloads were from 15+ per day.
• Provided support for complex products, including escalated issues, mainly to end users, along with developers and corporate customers.
• Acted as substantial technical resource in certain product areas.
• Provide pre and post - sales technical support to resellers and major customers
• Oversaw the Jr. Tech Support. Delegate case loads
• Recreated environments to replicate issue, trouble shot and resolve using VMware
• Created Exchange Server
• Created Share Point Server both 03 and 07 basic knowledge
• Created Windows Server, 2k, 2k3, XP, Vista
• Created and proved bugs in software for development
• Assembled and installed all hardware and software for any new employee desktop
• Installed and configured third party applications in conjunction with Confidential
• Provided post-sales technical support both major customer and resellers
• Provided remote installation of software for both major customer and resellers
• Participated in any technical discussions or presentations
• Installed and configured third party applications in conjunction with Confidential s AutoStore software products and various others
• Developed documentation to support the configuration requirements of different applications. i.e. Legacy components that AutoStore uses to integrate backend applications and DMS s.
• Provided tech support in house to our internal user