AREA OF EXPERTISE:

• Legal Support
• Executive IT Support
• Network Copier Support
• Personnel Management and Development
• Mobile Device Support
• PC Refresh and Upgrades
• Software Packaging
• Application Administration
• System Migration Deployment
• Technical Support

TECHNICAL SKILLS:

Platforms: Windows (XP, Win7, Win8 and Win10), Remote Desktop Connections, VDI, Windows Server (v2016, v20012 R2), Exchange Server 2010

Systems: Active Directory, Internet Information Services (IIS), Group Policy Administration, Microsoft System Center Configuration Manager (SCCM) 2007, 2012

Messaging Experience: Microsoft Exchange (v2003 and v2010), MS Outlook (2010, 2013 and 2016), Blackberry Enterprise Server (v10, 12), Air Watch, Blackberry Desktop Mgr. / Link, Lotus Notes

Application Software: Adobe Acrobat, Bomgar, Citrix, RSA Authentication, Checkpoint Encryption, Safe Boot (v4.2, v5.2), McAfee Endpoint Encryption, Entrust, Data Key, USMT, Symantec Ghost and Anti - Virus Enterprise, Bit locker, SAS 9.2, 9.3, 9.4, Bloomberg terminals, Hyperion, Oracle, KACE Box Agent, MDT2010, WAIK, Microsoft APP - V 5.0, Micro Strategy 9.4, 10.0, 10.1, 10.2

Tracking Ticket Software: Altiris, Track IT, Service-now, Service Desk and BMC Remedy

Networking: Cisco VPN, Ethernet connectivity, LAN, WAN, WLAN, VPN, Remote Desktop, VOIP, Network and Local Printers, Network and Local Scanners, ODBC settings, remote access tools, wireless network troubleshooting, Tandberg Audio/Visual Teleconferencing System

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Information System Analyst

Responsibilities:

• Responsible for providing technical support in a fast paced, multi-platform environment with rotating on call shifts, back up to on call, and worked extended hours when needed.
• Acted as Primary technical support contact via desk side or remote assistance for the Confidential Legal Department (250+ attorneys).
• Entered, tracked and escalated incoming tickets via Service Desk
• Developed organizational units in Active Directory (AD) and managed user security with group policies for Windows 10.
• Created and maintained email addresses and distribution lists in MS Exchange.
• Provided third level help desk support for problems relating to Active Directory, like Managed User Accounts on Windows Server 2012 - Creation, Deletion, Permissions, and VPN Access.
• Provided second and third level support after help desk and level one for basic to complex technical problem support and resolution.
• Provided technical assistance to work home users and travel users.
• Defined application problems by conferring with clients; evaluating procedures and processes.
• Developed resolutions by preparing and evaluating alternative workflow solutions.
• Served as primary support for International travel laptops and secondary support for Board wide network Ricoh copiers and Board wide mobile devices such as Blackberry and iPhones.
• Worked with hardware and software vendors to resolve product issues with network, firewall and the automating build process. Controlled solutions by establishing specifications; coordinating production with programmers.
• Responded to patching NIRT alerts and security vulnerabilities by scripting with VBS or PowerShell code to automate the package build. Created collections and deployments for test computers, BOG NA early adopter’s computers, and Board wide computers using SCCM 2012.
• Led/Assisted in project development and testing phases. Set up test sites and proposed solutions to problems relating to a project’s test phase. Validated results by testing programs.
• Created and published eLearning videos in Camtasia and Articulate software for IT Division end users and IT supported divisions.

Confidential, Washington, DC

Sr. Information System Analyst

Responsibilities:

• Provided full range of support in all areas and functions associated with COE systems analysis and COE applications software.
• Supported all Confidential customers for assigned area of responsibility, including troubleshooting of problems on a daily basis. Informed customers of the direction of department initiatives and provided training as needed.
• Managed, installed, maintained, monitored and/or troubleshot all software and/or hardware to assure optimum performance. Provided guidance on proper use of IT policies, standards, hardware and/or software to Confidential users.

Confidential, Germantown, MD

Sr. Information System Analyst

Responsibilities:

• Active directory design and implementation.
• Deployment of resources through group policy.
• Cloud services which include Outlook 2010, Microsoft Lync, and SharePoint 2010 services.

Confidential, Washington, DC

Sr. Tier III Support Engineer

Responsibilities:

• Managed the research, development and implementation of brand new Windows7 migration and implementation of 32-bit and 64-bit images for Confidential Networks.
• Detailed knowledge of MS Outlook: Creating, managing and troubleshooting profiles and data items such as: messages, sharing folders, schedule meetings, tasks, calendars, contacts, journals, categories and flags.
• Installed, configured, and updated software releases, system upgrades, patches and resolved functionality issues.
• Asset Management and Inventory practices - Performed core procedures, documentation, inventory assessment, and other procedures related to IT for Confidential Networks resources including software, server, and workstation and laptop systems.
• Maintained, monitored, analyzed system components and made recommendations regarding computer system security, monitor network, computer and disk utilization.
• Infrastructure consisted of: o Hardware: PCs, laptops, Tablet PC
• Software applications: Commercial off the shelf (COTS) office productivity applications or proprietary applications developed and customized (in house) for business specific applications
• Installed, configured, and utilized Microsoft System Center Configuration Manager (SCCM) 2007 for client installation and support, software distribution, security update deployment.
• Executed large-scale desktop deployments with Confidential (0) productivity loss or data loss.
• Validated and changed computer names ensuring proper naming convention, OU membership, user data backups/restores, and software is on the QA Tested list.

Confidential, Germantown, MD

Helpdesk Analyst

Responsibilities:

• Tier-2 and Tier-3 network and desktop support in response to trouble tickets.
• Developed and maintained knowledge of product and service offerings, current support policies, and methods of support delivery, in order to provide properly aligned technical solutions to all business areas directly supported.
• Maintained and troubleshoot network printers and copiers, prepared and configured computer equipment, installed and deployed software; received, tagged and logged all refresh, replaced, or retired hardware.

Confidential, Washington, DC

Desktop Support Specialist - Team Lead

Responsibilities:

• Managed a team of 5 Techs that supported more than 3,500 desktop computers.
• Provided program leadership and direction to Desktop Operations and Service Desk Analysts on hardware and software installations, configurations, and customer assistance.
• Identified and recommended innovative IT solutions, resulting in improved customer support and functionality, increasing their rates of delivery of Core Business Function of their Service/ Product offerings.
• Created and managed the Desktop Support Standard Operating Procedures ( Confidential ’s) and Training manuals for Tier II support.
• Collaborated with Asset Management team to ensure accurate tracking of equipment inventory and location, conducting ad-hoc and scheduled inventories.