SUMMARY:

21 years IT of related experience, including Deskside support, NOC, and various technical support roles. Skills were self - taught and verified via certificates. Specialize in troubleshooting in a range of technologies, from networks, servers, desktops, and applications. Have the ability to configure and troubleshoot the customer's systems remotely. Also, extensive experience using various imaging software to both make and restore images of UNIX servers, windows servers, laptops, and desktops.

TECHNICAL SKILLS:

Skills: Windows 7, Windows 8.1, Windows 10, Project, Excel, Word, Visio, Remote Desktop Support, Citrix, Cisco VPN troubleshooting, BES Administrator, Bomgar, Dameware, Supervisory Experience, SCCM, BlackBerry, iPhone, Droid, Adobe Pro, ActivClient, PIV/CAC, Remedy, CommVault, 9+ years’ experience in DoD IS, Powershell, Desk-Side Software Support, Computer Deployment, MS Office, Desktop Lifecycle Management, End-user application management, DoD 8570 IAT Level 2

PROFESSIONAL EXPERIENCE:

Confidential, Frederick, MD

Desktop Support Team Lead

Responsibilities:

• Identification, tracking, and mitigation of vulnerabilities found in Confidential
• IT Support including installation, configuration, training, assistance, troubleshooting and maintenance of all IT related services including VTC, VOIP, printers, laptops, LAN connectivity and mobile devices across both NIPR and SIPR networks
• Analyze, troubleshoot and resolve difficult and complex security issues
• Face to face end-user training and support
• Utilize REMEDY ticketing system to assign, track and schedule priorities to ensure efficient and timely assistance to end users as well as project management
• Liaison between organization, local Confidential, other tenant organizations and third party vendors for customer support, training and project management
• Active Directory administration for 1000 users and computers
• Tracking and removal of unauthorized software
• Patching vulnerabilities via PowerShell and SCCM
• Created remote install scripts with PowerShell.
• Resolve hardware, software and BIOS configuration issues on Common Access Card (CAC) enabled Intel-based desktop and laptop computers running Microsoft Windows 7
• Microsoft Office 2013
• Deploy standard computer images using SCCM via PXE boot
• IAT Level II Certified
• Troubleshoot and resolve TCP/IP (networking) connectivity issues with PCs and printers.
• Maintaining and enforcing physical security policies for laptops and workstations
• Implementing data-at-rest policies on workstation
• Managed print server, adding printers and updating drivers

Confidential, Frederick MD

Tier 2/3 Desktop Support

Responsibilities:

• Identification, tracking, and mitigation of vulnerabilities found in Confidential
• IT Support including installation, configuration, training, assistance, troubleshooting and maintenance of all IT related services including VTC, VOIP, printers, laptops, LAN connectivity and mobile devices across both NIPR and SIPR networks
• Analyze, troubleshoot and resolve difficult and complex security issues
• Installation, troubleshooting, configuration and maintenance of operating system and application software
• Identify, evaluate, and prioritize agency IT requirements
• Face to face end-user training and support
• Provide Audio/Visual system support
• Work directly with multiple departments at the local Confidential to ensure customer service needs are satisfied
• Utilize REMEDY ticketing system to assign, track and schedule priorities to ensure efficient and timely assistance to end users as well as project management
• Liaison between organization, local Confidential, other tenant organizations and third party vendors for customer support, training and project management
• Active Directory administration for 250 users and computers
• Tracking and removal of unauthorized software
• Patching vulnerabilities via PowerShell and SCCM
• Responsible for patching and maintaining the Confidential Servers.
• Responsible for installing and configuration PRTG network monitor.
• Assist with Backup Duties for Commvault using a Spectra 50 tape library.
• Update Group Policy as needed.
• Created remote install scripts with PowerShell.
• Resolve hardware, software and BIOS configuration issues on Common Access Card (CAC) enabled Intel-based desktop and laptop computers running Microsoft Windows 7
• Microsoft Office 2010/2013
• Deploy standard computer images using SCCM via PXE boot
• IAT Level II Certified
• Resolve computer issues as reported over the phone and logged into the call tracking database software by the helpdesk.
• Troubleshoot and resolve TCP/IP (networking) connectivity issues with PCs and printers.
• Set up video conference and maintain Cisco equipment
• Maintaining and enforcing physical security policies for laptops and workstations
• Implementing data-at-rest policies on workstation and blackberry devices
• Managed print server, adding printers and updating drivers
• Processed 200 help desktop tickets a month

Confidential, Alexandria, VA

Tier 2 Desktop Support

Responsibilities:

• Resolve hardware, software and BIOS configuration issues on Common Access Card (CAC) enabled Intel-based desktop and laptop computers running Microsoft Windows 7
• Office 2007/2010
• Diagnostic and configuration tools used include Microsoft SMS, Microsoft Administrative Tools for Windows Server 2003 to manage Active Directories, disk partitioning tools.
• Build new computers with SCCM.
• Resolve computer issues as reported over the phone and logged into the Remedy database by the helpdesk.
• Troubleshoot and resolve TCP/IP (networking) connectivity issues with PCs and printers.
• Maintaining and enforcing physical security policies for laptops and workstations
• Implementing data-at-rest policies on workstation and blackberry devices

Confidential, Fairfax, VA

Tier 2 Desktop Support

Responsibilities:

• Active Directory support, updating, fixing and configuring users and computers.
• Support 2,000 users.
• Process 10-20 tickets daily with Service Now
• Remote support for “Work at Home” users.
• Give guidance to what computers and other hardware to buy.
• Migrate computers from Windows XP to Windows 7
• Set up BlackBerry for users.
• Resolve hardware, software and BIOS configuration issues on PIV enabled Intel-based desktop and laptop computers running Microsoft Windows 7
• MS Office 2007/2010, Lync, Excel, Word, Visio, PowerPoint, Project
• Troubleshoot and resolve TCP/IP (networking) connectivity issues with PCs and printers.

Confidential, Frederick, MD

Tier 2 Desktop Support

Responsibilities:

• Active Directory support, updating, fixing and configuring users and computers.
• Give guidance to what computers and other hardware to buy that will support the Army mission.
• Resolve hardware, software and BIOS configuration issues on Common Access Card (CAC) enabled Intel-based desktop and laptop computers running Microsoft Windows 7
• Office 2007/2010
• Diagnostic and configuration tools used include Microsoft SMS, Microsoft Administrative Tools for Windows Server 2003 to manage Active Directories, disk partitioning tools.
• Create and deploy standard hardware images using SCCM
• Resolve computer issues as reported over the phone and logged into the Remedy database software by the helpdesk.
• Troubleshoot and resolve TCP/IP (networking) connectivity issues with PCs and printers.
• Vulnerability scanning of computers and printers with Retina, and QTip scanning tools.
• Set up video conference and maintain Tandberg equipment
• Maintaining and enforcing physical security policies for laptops and workstations
• Implementing data-at-rest policies on workstation and blackberry devices
• Managed the print server queue

Confidential, Reston, VA

NOC Administrator/ 2nd Shift Lead

Responsibilities:

• Use of monitoring tools such as Performance Monitor, Event Viewer, Microsoft Operations Manager and EM7 to assist in the maintenance of the network and servers. Includes ability to efficiently communicate with other teams issues that require additional action to rectify the problem.
• Respond to alert notifications received via various monitoring tools, including EM7 and Microsoft Operations Manager.
• Work with technical staff gathering status to quickly discern the severity of an issue and alert the appropriate teams.
• Provide knowledgeable assistance and coordination with field engineers, service providers, vendors and other outside support.
• Active Directory management.
• Citrix installation, use, and troubleshooting.
• Documentation of remedial actions taken, as well as routine events and tasks in logs, spreadsheets, and applications for use by upper management.
• Provide level 1 Server and Network related support. Work closely with Operations team to resolve technical issues that required escalation.
• Perform routine NOC tasks such as tape movement, server reboots, server installations, cable runs (fiber and copper), and maintenance of server and networking hardware of various makes and models.
• Assist with recurring process improvement and documentation, as needed and as directed.
• Provide after-hours remote Tier 1 and Tier 2 support to EOP staff, including issues related to PC problems and network connectivity, as well as remote software installations.
• Image new hardware (including servers, laptops, and desktops) with the EOP standard image.
• Ability to manage multiple varied tasks in a vital and demanding environment, while providing superior customer service.

Confidential, Reston, VA

Technical Support Engineer

Responsibilities:

• Supported Confidential customers on platform issues
• Troubleshoot Confidential DAG cards
• Communicated with management on customer issues
• Researched and assisted in creating trouble ticketing and asset tracking systems.
• Responsible for purchasing equipment.
• Coordinated vendor shipping and RMA’s.
• Performed configuration management duties.