TECHNICAL SKILLS:

• Active Directory
• SMS Remote Control & Desktop ITSM ticketing System (HEAT)
• SolarWinds Microsoft Server 2003 & 2008
• McAfee SafeBoot Whole Disk Encryption Microsoft Office Suite 2003, 2008 & 2010
• BlackBerry Enterprise Server (BES) V.5.0 - 10 Microsoft Windows XP & Windows 7 Operating Systems
• Mac OS X IPhone & IPad deployment/support * RSA SecurID Server Admin Console VMware Workstation 7.0
• Guardian Edge Whole Disk Encryption Symantec Ghost Solutions Suite 2.5
• PKI Encryption for emails Cisco AnyConnect RSA VPN 2.4 * Dameware Remote Control Symantec Antivirus & Symantec Endpoint Protection
• BMC Remedy SDE ticketing system Citrix Server presentation & Access Management Console
• Microsoft LiveMeeting, Communicator, Explorer McAfee EMM console
• Windows Administration Mac\Linux Administration
• MobileIron Administration & End user support

PROFESSIONAL EXPERIENCE:

Confidential Vienna, VA

Responsibilities:

• Check daily assignments of team members and ensure proper assignments and service delivery. Ensure incident queue is being properly updated by team members with users follow up and updates.
• Install, configure, and deploy Windows/MAC laptop PCs, workstations, and IPad tablets according to agencies’ specifications. Troubleshoot customers’ Transmission Control Protocol/Internet Protocol (TCP/IP), Local Area Network/Wide Area Network (LAN/WAN), and wireless internet/intranet connectivity issues. Mobile device support (Blackberry Enterprise Server account setup/maintenance), iPhone/iPads implementation via iPhone Configuration Utility and Microsoft Exchange ActiveSync respectively.
• Identify and break down customers’ problems using structured problem resolution approaches working jointly with other teams such as network operations, LAN, Telecom, system engineers, and application support specialists to prevent reoccurring issues. Track customers’ incidents via the Information Technology Service Management (ITSM) ticket tracking system to ensure prompt delivery.
• The technical tools used include Microsoft (MS) XP, Vista, Windows 7 Enterprise, Windows 10, MS Office Suite 2013, 2016 and O365, Windows Remote Desktop Connection, SMS Remote Control, Active Directory, Citrix Management Console, LincPass-RSA/ Virtual Private Network (VPN), Cisco AnyConnect RSA VPN 2.4, Check Point VPN-1, BlackBerry Enterprise Server, McAfee EMM, MobileIron, McAfee SafeBoot Whole Disk Encryption, Bitlocker and SolarWinds network monitoring map.

Confidential, Washington, DC

Service Desk Analyst

Responsibilities:

• Check daily assignments of team members and ensure proper assignments and service delivery. Ensure incident queue is being properly updated by team members with users follow up and updates.
• Provide first call resolution support to various offices and agencies at the U.S. Department of Agriculture (USDA). Setup, create, edit and maintain users, computers and objects accounts via Active Directory on Windows Server 2003 and Windows Server 2008, BES & MobileIron server and user support. Additional duties include password resets, account unlocks, and NetBIOS workstation naming assignments, user access control, permission settings and group policy assignments, as well as network printer setup, and management.
• Use VMware Workstation 7 to test various operating systems, applications, and browsers prior to deployment on the Enterprise. Install, configure, and deploy Windows/MAC laptop PCs, workstations, and IPad tablets according to agencies’ specifications. Troubleshoot customers’ Transmission Control Protocol/Internet Protocol (TCP/IP), Local Area Network/Wide Area Network (LAN/WAN), and wireless internet/intranet connectivity issues. Mobile device support (Blackberry Enterprise Server account setup/maintenance), iPhone/iPads implementation via iPhone Configuration Utility and Microsoft Exchange ActiveSync respectively.
• Identify and break down customers’ problems using structured problem resolution approaches working jointly with other teams such as network operations, LAN, Telecom, system engineers, and application support specialists to prevent reoccurring issues. Track customers’ incidents via the Information Technology Service Management (ITSM) ticket tracking system to ensure prompt delivery.
• The technical tools used include Microsoft (MS) XP, Vista, Windows 7 Enterprise, MS Office Suite 2003 and 2007, Windows Remote Desktop Connection, SMS Remote Control, Active Directory, Citrix Management Console, LincPass-RSA/ Virtual Private Network (VPN), Cisco AnyConnect RSA VPN 2.4, Check Point VPN-1, BlackBerry Enterprise Server, McAfee EMM, MobileIron, McAfee SafeBoot Whole Disk Encryption, and SolarWinds network monitoring map.

Confidential, Sterling, Virginia

IT Specialist

Responsibilities:

• Provide first call resolution support to various offices and agencies at the U.S. Confidential approximately 6500 (VACO) users.
• Performs password resets, account unlocks, and NetBIOS workstation naming assignments via Remote Desktop, Active Directory, and the Citrix Management Console
• Provide telephone support, real-time access to the help desk ticketing system database, weekly operations reports, system management operations assistance, system, and end user documentation.
• Identify and break down customers’ problems using structured problem resolution approaches working jointly with other teams such as network operations, LAN, Telecom, system engineers, and application support specialists to prevent reoccurring issues. Track customers’ incidents via the BMC Remedy (SDE) ticket tracking system to ensure prompt delivery.
• Tier 1-2 support providing application software and/or hardware support to callers. Examples include changing mail aliases, password resets, blackberry issues, configuring Citrix, Exchange/Outlook issues, PKI, Web applications and troubleshooting MS Office applications.
• Resolve calls ranging from software to hardware to connectivity issues.