SUMMARY:

Results Oriented professional offering various Information Systems skills including Windows system administration (PowerShell scripting to automate processes, Building, repairing and maintaining physical and virtual servers, Client/Server Software installation, assigning permissions, A/D, etc.). Able to deliver outstanding help desk services, including prompt resolution of outages and end user issues. Able to provide positive results in a challenging work environment.

PROFESSIONAL EXPERIENCE:

Confidential

• Active Directory - managed users and groups added / removed users and reset passwords as needed.
• Microsoft Exchange - configured email accounts for users and gave access to the appropriate exchange database.
• Email Configuration - Provided email support for users, troubleshooting issues and assisted with first time sign in.
• Cisco VPN - provided support for VPN connection to access network troubleshoot any connection issues.
• Software Deployment - Deployed and configured software for end users, updated software to newer versions.
• Microsoft Office 365 - created users, provided required licenses, reset passwords as needed.
• Service Desk Plus ticketing system - Created help desk tickets as needed and escalated tickets to the appropriate tier.
• Physical Machines - Replaced CPU, RAM, Hard Drives, Installed and updated drivers and software.
• Skype for Business - assisted users with video, audio, or any other Skype related issues.
• ProofPoint Essentials - Utilize and manage user’s quarantined emails to allow sending and receiving specific emails from authorized users.
• Operating System Re-Imaging (Windows 10) - Re-imaged/Upgraded OS to windows 10 on desktops and laptops.
• Symantec Endpoint Encryption - Install and configure Symantec Endpoint Encryption and reset password.
• Bitlocker - Provided support for the users, configured Bitlocker Encryption and reset pins.
• Mobile Devices - Manage and install and configure email on phones and tablets
• Outlook - Set up emails for users, trouble shoot issues within Outlook, create archives, and configure other applications to work with outlook like Skype, web ex, etc.
• Windows server (2003, 2008 r2, 2012 r2)
• Windows (7, XP, 8,10)

Confidential

Co-Owner

Co-Owner of Confidential & Lube, managed a workforce of 3 employees and developed policies and procedures to be utilized for improving business functions and productivity. Maintained a healthy working environment for employees and provides technical guidance for difficult mechanical issues. Maintained / Improved companies Information system and developed tools for improving business operations, other duties include:

•Management - provides leadership and guidance to team, while leveraging a Participative management style.

•Automation - Developed Self-Service kiosk to allow customers to register and chose from the services that they would like to have done to their cars. Self-Service Kiosk also up-sales products and services and reports back to the service writer with service information.

•Mechanical Technician - Performs various mechanical duties which include welding, engine overhaul, transmission overhaul, suspension, mechanical diagnosis, electrical diagnosis and performance.

•Customer Relations - Handles any customer relations issues, strives to provide best customer experience and constantly improves experience for all customers.

•Visionary – Outlines Visions of the organization and sets milestones to be met, organizes meetings with stakeholders and employees to share vision and collaborate.

Confidential, Laurel, MD

Jr Systems Engineer / Help-Desk Technician

• Patch Management – WSUS was used for deploying Microsoft patches and PowerShell was used for deploying third-party software updates.
• Physical / Virtual Hardware upgrades – Upgraded virtual RAM / CPU and Installed physical hardware with supervision.
• Operating System Re-Imaging (Windows 7) – Re-imaged/Upgraded OS to windows 7 on desktop machines and virtual desktop machines.
• Hyper V Management – Deployed new virtual machines from template and monitored performance of hyper v hosts.
• Active Directory – Created domains and Joined servers/workstations to the domain, managed users and groups.
• Troubleshoot client/server connectivity issues
• Microsoft Outlook - Assisted users with setting up email
• Created shared drives and assigned appropriate permissions
• VMware – Deployed Virtual servers and workstations from template, maintained VM templates.
• Physical Machines – Dell OptiPlex workstation / PowerEdge server hardware upgrades and replacement. Replaced CPU, RAM, Hard Drives, Installed and configured NICs as well as updated drivers and software.
• IDRAC – managed physical dell servers using IDRAC. Monitored hardware performance and availability.
• Troubleshooting – provided troubleshooting for connectivity related issues across networks and DNS as well as third party application support and support for critical business applications as well.
• Windows server (2003, 2008 r2, 2012 r2)
• Windows (7, XP, 8,10)

Confidential, Bethesda, MD

Tier 2 Help Desk Specialist

• Active Directory - managed users and groups Added / Removed users and reset passwords as needed and gave users appropriate permissions.
• FootPrints ticketing system – created Help desk tickets as required and elevated requests to the next support tier.
• Email Configuration – Provided email support for users, assisted users with setting up email for the first time.
• Microsoft Exchange – configured email accounts for users and gave access to the appropriate exchange database.
• Software Deployment – Deployed and configured software for end users, updated software to newer versions.
• Inventory Management – Surveyed all IT hardware to obtain serial numbers, service tags, model types, etc. Developed PowerShell scripts to automate inventory management.
• Printer Management – Troubleshoot printer issues and replaced printer hardware
• Citrix – Assisted Users with Citrix related issue such as apps not loading up or the apps disappearing off their app list.
• Varonis – Deployed Varonis on user computer to wipe computers completely and restore them to their factory settings.
• Cisco Agent – Cisco Agent was used for tracking calls and the amount time used to solve end user issues.
• Microsoft Outlook - Assisted user with signing into Outlook for the first time setting users up and solving any outlook related issues.

Confidential, Fairfax, VA

NOC Engineer

• Desktop Support – Provided end user desktop support, which include password reset, connectivity issues, and printer configuration.
• WiFi Connection Access – Assisted remote users with setting up WiFi for the first time as well as connectivity issues with WiFi.
• A/D Maintenance – Added / Removed users and reset passwords as needed coordinated with team members to properly resolve footprint tickets related to active directory.
• E-authentication request elevation – Elevated requests for E-authentication access / connectivity issues.
• FootPrints ticketing system – created Help desk tickets as required and elevated requests to the next support tier.
• Email Configuration – Provided email support for users, assisted users with setting up email for the first time and troubleshooting issues.
• Cisco VPN – provided support for VPN connection to access network resources.
• BitLocker Drive Recovery – Provided support for the customer and instructed the customer to configure Bitlocker Encryption and reset pins.
• ATT&T Support – Gathered information from the vendor to create service requests.