PROFESSIONAL SUMMARY:

• Experienced Information Technology Specialist experienced in various aspects of technical customer support, system administration, project and staff management.
• Skilled in troubleshooting hardware and software in a timely manner to ensure mission critical assets are at the customer’s disposal to perform their duties effectively.
• Provide leadership to a team of 20 technicians that provided desktop customer support to over 10,000 customers using unclassified network assets.
• Extremely comfortable with supporting military customer’s both CONUS and OCONUS.

TECHNICAL SKILLS:

Hardware: Dell 1850, 1855, 2550, 4300, 6450 Servers. Confidential XSERVE, Confidential iMacs and portables, Intel, Hewlett Packard, Compaq, Dell, Gateway and Epson PC ’s; Fiber Optics; Modems; Multiplexers; T - 1 Networks; Ethernet; Thinnet; Twisted Pair Cat 5; Hubs.

Software: Symantec Antivirus Corporate Edition McAfee Virus Scanner, SyberSoft, Virus Scanner, Veritas Volume Manager 2.6, 3.1.1; Veritas NetBackup 6.5.4; Solaris Enterprise Backup 7.1; Oracle 8, 9, 10g; Oracle Enterprise Manager; Microsoft Office, Office 365; Windows NT; Secure Shell; Openssh; Openssl-0.9.8m; RAID Software, SeeBeyond Egate, Oracle 9i, Oracle 8, Oracle 10g, Remedy Help Desk, F-Secure SSH-Server, DNS, NTP, Entercept, NetVault, Putty, Final Cut Pro and Adobe Suites

Operating Systems: Confidential OS, Linux, Redhat and Windows Vista, XP, 7, 8 & 10

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Ensure 10000+ clients receive technical support services and supervise help desk personnel.
• Oversee timely delivery of quality technical support service to clients.
• Supervisor of Staff and Staff Scheduling
• Provide Customer Support to all levels and rank echelons
• Implement Processes & Procedures i.e. COOP Continuity of Operations.
• Project Planning
• Interpret, Develop, and Provide Guidelines and Regulations
• Extract, Create and Provide Reports; Reporting
• Implement and Enforce Security Policies
• Information Assurance
• Staff Training and Development
• Common technical support duties include: answering telephones, communicating with clients, diagnosing (PC and Mac) hardware and software malfunctions (Office 2016, Office 365, Office for Mac 2013 and 2016) installation and support, troubleshooting problems, replacing hardware and installing new software on clients' machines. Assist users with mobile (iOS, Android and Blackberry) device issues, this may consist of service provisioning, software installations and device repair.
• Responsible for assuring users are provided efficient and timely first, secondhand third level support.
• Perform staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required.
• Manage the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities.
• Provide staff support for administrative tasks and projects relative to the (PC and Mac) Desktop, Wide Area Network, Local Area Network and Telephone/Mobile functions. Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems.
• Maintain a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels Invokes problem escalation procedures to coordinate recovery. Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
• Ensure that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
• Ensure that decisions are made to improve the overall customer support of the Help Desk are continually carried through.
• Coordinate training requirements of Help Desk personnel.
• Contribute to departmental productivity and development objectives by participating in training programs.
• Provide leadership by projecting a positive attitude, and providing learning incentives.
• Accurately communicate pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s).
• Solve problems and make decisions daily relative to Help Desk responsibilities. Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments.
• Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner.
• Perform duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service.
• Maintain competency and enhances professional growth and development through continuing education and conferences.
• Serve as the around-the-clock contact for all related support issues, providing advanced first level technology support. Meets with technology technicians, attends seminars, trainings and reads industry related publications to remain abreast of technology advances and aid in the MCS technology planning effort.
• Accountable for meeting systems infrastructure or operational Service Level Agreements established by Chief Information Officer.
• Demonstrate management and decision-making skills concerning Information Systems policies, processes and procedures, with a proven track record of completing tasks and/or projects within budget and on schedule.
• Manage multiple high priority initiatives in a fast paced highly technical environment.
• Remain on-call during off-peak hours to respond to support service issues.
• Perform other duties and responsibilities as assigned by the Chief Information Officer or Project Manager, which includes acting as and taking on all responsibilities of the on-site Project Manager in their absence.
• Reviewed and adhered to acquisition policies and procedures.
• Provided case study analysis.
• Provided performance management and measurement
• Provided cost-benefit analysis and return on investment (ROI) for CIO
• Identified and defined business and or technical requirements.
• Implemented security principles and methods.

Confidential

Lead Desktop Support Technician

Responsibilities:

• Configure, installs, and supports desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.
• Relocate IT equipment including desktop computers, printers, monitors, portable data storage devices, and other general peripherals.
• Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
• Connect and configures IT devices to use computer networks.
• Diagnose hardware and software failures, communicates the remediation plans to users, and provide status updates.
• Provide software support for users of NCI-provided applications (as identified by the task), including basic to advanced software operations and general use of computers and peripherals.
• Support NCI and Confidential proprietary software.
• Provide support for installation, configuration, and operation of scientific software.
• Support desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.
• Provide virtual assistance sessions such as Windows Remote Assistance and Confidential Remote Desktop.
• Develop end-user documentation and instructions.
• Provides technical support to the customer for meeting management by responding to meeting requests and providing audio/visual support during meetings and conferences including audio recording, broadcasting, robotic camera operation, bridge lines, projectors, etc.
• Track and update the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints.
• Re-image desktops and laptops, as needed, and deploy new equipment to end-users.
• Retrieve equipment from departures to be re-imaged, reassigned, and updated in inventory.
• Perform advanced diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and printers.
• Follows set policies and procedures when assisting clients to ensure proper handling of requests.
• Contribute knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I support.
• Work with Tier II/III and other groups to resolve technical problems.
• Support continuous improvement in the process and quality of the operations.
• Participate in troubleshooting of issues with the drive towards root cause identification and resolution.
• Participate and contribute to the User Acceptance testing.

Confidential

Support Analyst

Responsibilities:

• Resolve level I, II and III Help Desk tickets
• Password resets
• Create & modify users
• Setup and support video conferences
• Hardware (desktop, printer and mobile) break/fix resolutions
• Create internal knowledge base articles and update Help Desk ticket KACE information with documented troubleshooting steps
• Created video tutorials with Adobe Premier CS, for colleagues and end users.
• Created and edited marketing materials using Adobe Photoshop and Illustrator.
• Support and troubleshoot Mac OS X (Mountain Lion, Mavericks and Yosemite beta), Windows XP, Windows 7 and 8 Desktops and Laptops
• Including basic networking (DHCP/DNS/VLAN/patch panels)
• Windows Registry and Mac OS X Plist performance monitoring
• Daily use of Active Directory, Microsoft Exchange Management, Group Policy, Login scripts
• Office 365, Office for Mac 2011 & 2013, Windows Office 2007, 2010 and 2013 installation and support
• Troubleshoot Network and PC performance issues
• Work remotely with the Help Desk Staff in Baltimore on escalated issues and support remote users in Boston, DC, Chapel Hill, Delaware and London.
• Mobile Device support (Blackberry, iPad, iPhone, Android)
• Regularly imaged and deployed workstations and mobile devices using Acronis True Image and Confidential Configurator.
• Provide support for Sophos, Tandberg Vidcon System, Citrix, RAdmin, Websense, Avaya IP Phones and Sharepoint

Confidential

Tier II Technical Support

Responsibilities:

• Provided technical support by collecting trouble tickets, analyzing issues, carrying out solutions, escalated issues and tracked to completion.
• Monitored and maintained CISCO Activu CCTV system.
• Responsible for collecting Desktop inventory, decommissioning unused asserts.
• Responsible for setting up, configuring, imaging and deploying PCs, laptops, printers and other desktop IT assets.
• Performed user data transfers, recovery and setup.
• Managed user accounts and Active Directly integration
• Troubleshoot user site access and security issues.
• Provide both on-site and remote technical services to residential, small business and government clientele.
• Multimedia production: Logo/image creation via Adobe Photoshop and Illustrator. Video recording, story boarding, editing via Adobe Premier and Final Cut Pro. DVD authoring, audio recording and editing via Adobe Audition, Garage Band and Logic Studio
• Podcast production.
• Website design using HTML, Weebly, Drupal, Freeway, Sandvox and other web authoring software.
• Provide hands on training on PC and mobile device use.
• Provide consultation for IT related procurement and site setups.

Confidential

Specialist

Responsibilities:

• Maintain a plethora of knowledge on every Confidential and various 3 rd party products.
• Provide on the spot information to any question from customers
• Perform Tier 1 tech support and trouble shooting for walk-in customers.
• Assist customers with purchase of Confidential products.
• Assists customers with Personal Setup of ( Confidential ) computer or mobile product after purchase.

Confidential

IT Procurement and Logistics Specialist

Responsibilities:

• Coordinate hardware and software procurements under the Confidential contract.
• Coordinate requirements with the Confidential customer; obtain a minimum of 3 estimates.
• Establish Purchase Order.
• Submit purchase requests to the purchasing office.
• Track delivery and verify delivery of equipment for completeness and accuracy.
• Maintain inventory of IT equipment and software to reflect all known assets.
• Manage software license renewals along with all hardware vendor maintenance agreements.

Confidential

Tech Support Systems Analyst

Responsibilities:

• Configure desktops and laptops accordingly to Confidential of Governors Regulations.
• Ensure proper encryption of sensitive Federal Reserve information on ever machine.
• Troubleshoot and provide “ 1st time Resolution” service for Confidential employees systems.
• Provided Tier 1, 2 and light Tier 3 assistance for end user support.
• Recorded and track user issues and resolution via Lotus Notes PICS system.
• Create, maintain/edit user accounts as needed via MS Active Directory.
• Install, maintain, upgrade and provide troubleshooting for MS OS (NT, 2000/Server and XP Pro.) MS Office and other core applications.
• Utilize SMS to ensure that hardware and software is current with patches, updates and security bulletins.
• Provide assistance in maintaining Domino Lotus Server for staff e-mail use.
• Service Blackberry/PDAs for designated staff.
• Provide training for use of Blackberry PDAs for designated staff.
• Provide training for users on third-party software and specific hardware/peripherals purchased for particular groups.
• Ensure compliance with software licensing.
• Maintain accurate inventory of PC related assets.
• Work with supervisor in performing constant process improvements to further leverage the Confidential ’s investment in technology.

Confidential

Help Desk/Technical Support

Responsibilities:

• Provided Tier 1, 2 and light Tier 3 assistance for end user support for any of the company’s local offices, primarily VA location. (VA, TX, KY & WV).
• Answered phone calls and e-mails of users with technical issues.
• Recorded and tracked user issues via Web Plus PCVS Track systems.
• Assisted in maintaining Siebel, as the primary service used by the Call Centers
• Installed, maintained, upgraded and repaired PCs, laptops, printers and other peripherals.
• Created, maintained/edited user accounts as needed via MS Active Directory.
• Installed, maintained, upgraded and provided troubleshooting for MS OS (NT, 2000/Server and XP Pro.) MS Office and other core applications.
• Utilized SMS to ensure that hardware and software was current with patches, updates and security bulletins.
• Provided assistance in maintaining MS Exchange Server and Lotus for staff e-mail use.
• Assisted with set up of Call Center (WV), which included, running cables, assisting with phone system installation and configuring PCs.
• Installed and maintained Blackberry Enterprise Server.
• Serviced Blackberry (6510 & 7210) PDAs for Executive staff.
• Provided training for use of Blackberry PDAs for Executive staff.
• Provided training for users on third-party software and specific hardware/peripherals purchased for particular groups.
• Insured compliance with software licensing.
• Maintained accurate inventory of PC related assets at each local office.
• Worked with supervisor in performing constant process improvements to further leverage the company’s investment in technology.
• Participated on special projects as needed, to support the company’s business ventures with DEA and FBI and their technical support needs.
• Represented “User Advocacy” to represent the needs and quality that the user community demanded.

Confidential

Internet & Network Sales Consultant

Responsibilities:

• Provided Internet & Network consulting services to Small and Enterprise Level Businesses.
• Developed new territory markets for introduction and sale of products and services.
• Determined client’s need of networking products and service(s).
• Maintained and generated client base in targeted territories.
• Consulted clients during and after implementation of products and services.
• Product presentation on an as needed basis for clients.
• Maintained current knowledge of latest IT products (hardware, software, Internet Protocols and various peripherals)
• Mentored new Sales Consultants during probation period.

Confidential

Network Admin

Responsibilities:

• Assisted Network Administrator in maintaining agency computers.
• Assisted in the support of 100 employees in a Windows NT and Mac OS environment with routers and servers in three separate locations in Arlington County.
• Provided technical support while installing, troubleshooting and repairing user workstations.
• Configured IP addresses, installed and configured printers for local and network use.
• Provided technical training classes for employees on the Windows OS and applications.
• Evaluated, recommend, installed and supported LAN hardware and software.
• Added users/groups to the network environment and provide security.
• Performed system back-ups, maintained records on services rendered.

Confidential

Project Coordinator

Responsibilities:

• Implemented youth program (Project Discovery) in county middle schools.
• Assisted low-income and first-generation college youth in exploring post secondary education.
• Maintained accurate records of training for students.
• Design and facilitate workshops in goal setting, study skills and organization skills.
• Contacted sources for funding and replication of program statewide.
• Promoted and publicized the program locally and statewide through the Internet, publications and speaking engagements.