SUMMARY:

• Knowledge of IT operational principles, concepts, and methods
• Over 23 years’ experience as well as taking mandatory OJT in IT operational principals, concepts and methods of operation within all places of employment throughout the duration of my employment history; Also took all relational ethical training courses as required by each employer, while in service, from Federal Government to DoD to Federal civilian contractor to private industry employers
• Knowledge of IT equipment, hardware, and software
• Over 23 years of overall experience in installing, configuring, maintaining and supporting Microsoft operating systems (XP/Vista/Windows 7/8.1/10) on laptops and desktop computers in a client/server environment.
• Strong Level 2 VoIP: to include phone configuration and IMAC processes, telco network and VPN diagnosis and troubleshooting skills / to include working knowledge of VPN: secure passcode, softphone and soft token configuration troubleshooting/ /Enterprise Mobility Management: Mobile Device Management: Android/IPhone and Blackberry configurations/ installations and VD technical operations and services: PCoIP/, including current assists with VeriSign SSL certificate registrations including tracking and renewals, installations, and documenting
• Current (BES) BlackBerry enterprise server/client administration, Air - Watch mobility management, JamF (apple configuration/device management), EMM/VMWare, MDM, DEP and iPhone/Android customer mobile support
• Strong knowledge of Windows Server 2008 R2 technical services, Strong knowledge of print server configuration, HW installations and asset management responsibilities to include surplus of all decommissioned and surplus assets/ Network Printer deployments/decommissioning and print queue creation; installing Mobil hot spots, Virtual access points and wireless LAN routers
• Over 6 years basic MAC support of MAC laptops/desktops/iPads/iPhones in a client server environment
• Provide technical desktop and remote support that closes successfully in the IT infrastructure technology avenues where assigned, which includes, but is not limited to the following devices (Win OS) workstations, laptops, iPads, iPhones, MAC devices, other PDA devices, android phones/smart tablets, printers, network equipment, VoIP telephones, backup appliances, wireless access points, server equipment, storage devices, routers, switches, and any other customer hardware technology used to conduct business in a client server environment
• Over 23 years’ experience in supporting common applications, such as Microsoft Office; COTS applications, proprietary customer software (also in a legal environment), additional specified software requested by client
• Strong knowledge of: SCCM, Active Directory-account administrations, RDA, Bomgar, SharePoint posting and use, and other system configuration tools where employed
• Over 20 years’ experience installing and configuring various anti-virus protection software, encryption process executions, endpoint system checks and running DEP’s:( data execution programs) in a client/server environment
• Basic working experience with scripting using VB Script, Java-script, SQL, PowerShell, or HTML
• Over 6 years of preparing technical training documents and tutorials used by hired technicians to train and assist with daily deployment duties and troubleshooting tasks
• Conducted IT training for 12 to 30 technicians on ever site while serving as Project Manager during the course of time working on DoD deployment projects.
• 2 years’ minimum experience planning and executing activities using with Microsoft Project, Visio, Excel, PowerPoint and SharePoint
• Demonstrated analytical and problem solving skills & Strong interpersonal and communication skills and can work with people at various levels of the organization
• Exceptional customer service skills alongside the willingness to train as needed
• Serving on and IPT as a systems migration and deployment manager, I have 7 years of successfully completed projects
• Overall Experience Managing large volume PC & Laptop deployments in an Enterprise environment to include over 19 years of experience with deployment of OS upgrades/data migrations on customer pc’s to include IMAC duties and Asset Management/Surplus duties and responsibilities as a Deployment Project Manager for 5 DoD projects
• Over 12 years performing Asset Management duties to account for customer equipment in Enterprise environments where employed
• Performed Out-Of-The-Box and Wall-To-Wall asset tasks to provide accountability of every asset owned and surplused by the clients where employed
• Expert knowledge using the common Ticketing Systems to include Service Now, Remedy, Cieresen, Footprints and Heat

EMPLOYMENT HISTORY:

Confidential

Software Analyst, Washington, DC

Responsibilities:

• Analyzes, assesses and interprets end-user requirements for software to be used near-term and in the foreseeable future
• Makes recommendations to leadership for Information System (IS)/EUD related procurements
• Identifies and assesses EUD performance for hardware/software utilization and deploys system tools to designated machines within scope of server where they reside
• Fine-tunes the desktop systems/ laptops, other hardware, software, etc. for increased systems performance by using Remote Desktop Services and In- Person troubleshooting, configuration upgrades, processing user permission via Active directory or request submission processing for system access levels per management consent
• Researches customer inquiries to identify issues, diagnose problems, and recommend solutions regarding inquiry trends, technologies or process-related concerns
• Develops and maintains problem tracking and resolution databases( Share point)
• Uses SNOW- service Now ticketing system and Organization’s Software Standard Database in the distribution of all software requested
• Collaborates with Tier 1 personnel when needed to clarify request that are submitted undefined for proper processing
• Leads or participates in ad hock project groups as a team member, prioritizes activities and assembles
• Responsible for End User Device (EUD) software, hardware and evaluation, specification and installation, maintenance and servicing EUDs resources to ensure timely completion of projects, applying concepts and methodologies required for effective project management and Customer Relationship Management

Confidential

Desktop Support, Washington, DC

Responsibilities:

• Perform general hardware/software break/fix and IMAC of all customer laptops, desktops and some server work
• Troubleshooting and repair of hardware and software issues to maintain business continuity
• Perform PC Imaging to include: New hardware upgrades; installs, moves, adds, changes for laptops and desktops
• Optimize Hardware/Software/Networking products and configurations as scripted, ensuring customer satisfaction.
• Perform Windows 7 roll out-migration on Dell Desktop and Dell Laptop units to include synchronization of Office 10 on iPhone with customer training and support per customer request. Also perform beta testing to move from Windows 7/Office 10 to Win10/Office365
• Current work environments: Windows 7, Windows 10, Mac OS, iPhone, iPad, IE v.11, Firefox, Chromium, Safari web browsers, various external peripherals, network printers, consumables and equipment controlled by asset management software
• VMWare experience to include: performing virtual conference set ups and monitor VMWare server for all activity and customer consistent remote VPN and mobile access as needed
• Create Confidential meeting invites and provide information to/for the requester to include: (Initiate Confidential, Lync, Skype, video and audio conferences)
• Take responsibility for potential or desired follow-up services or problem escalations
• Perform Asset Inventory duties for IMAC, and Tier III Technical support using Footprint Ticketing System for all Customer requests, Break-Fix equipment, Inventory Control and surplus tasks as scheduled
• Responsible for deployments, documentation and release control in an Enterprise environment
• Perform Microsoft Windows 7, Win 7 for Mac OS, Office 365, Confidential and Microsoft Easy Transfer issues
• Daily use of: MDT (Microsoft Deployment Toolkit) and Active Directory; Confidential, Microsoft Easy Transfer, SCCM,SMC, Citrix server for software installs (client proprietary and additional applications), Cisco VPN access, Active Directory; JamF Cloud, Air Watch for all roaming mobile users
• Deploy image development upgrades and patches, endpoint encryption installations and configuration/repairs; active with updating all deployment processes in share point
• Prepare weekly reports of all asset management progress, equipment orders and surplus using share point and Excel spreadsheet
• VMWare experience to include: performing virtual conference set ups and monitor VMWare server for all activity and customer consistent access as needed
• Used active directory for maintaining: (adding, enabling/removing, disabling) all hardware on the network and to maintain user accounts (creations/ access/suspensions/decommissions)

Confidential

Desktop Support Specialist, Washington, DC

Responsibilities:

• Performed general hardware/software break/fix and IMAC of all customer laptops, desktops and some server work
• Troubleshooting and repair of hardware and software issues to maintain business continuity
• Performed PC Imaging to include: New hardware upgrades; installs, moves, adds, changes for laptops and desktops
• Optimized Hardware/Software/Networking products and configurations as scripted, ensuring customer satisfaction.
• Performed Windows 7 roll out-migration on Dell Desktop and Dell Laptop units to include synchronization of Office 10 on iPhone with customer training and support per customer request. Also performed beta testing to move from Windows 7/Office 10 to Win10/Office 365
• VMWare experience to include: performing virtual conference set ups and monitor VMWare server for all activity and customer consistent remote VPN access as needed
• Created Confidential meeting invites and provide information to/for the requester to include: (Initiate Confidential, Lync, Skype, video and audio conferences)
• Took responsibility for potential or desired follow-up services or problem escalations
• Performed Asset Inventory duties for IMAC, and Tier III Technical support using Footprint Ticketing System for all Customer requests, Break-Fix equipment, Inventory Control and surplus tasks as scheduled
• Responsible for deployments, documentation and release control in an Enterprise environment
• Performed installs for Microsoft Windows 7, Win 7 for Mac OS, Office 365, performed data migration using Confidential and Microsoft Easy Transfer to include resolving associated issues
• Daily use of: MDT (Microsoft Deployment Toolkit) and Active Directory; Confidential, Microsoft Easy Transfer, SCCM, Citrix server for software installs (client proprietary and additional applications), Active Directory, JamFCloud(iPhone/iPad configuration and management) and EMM configuration/set up for all mobile devices
• Deployed image development upgrades and patches; performed configuration/repairs; endpoint encryption installations, group policy updates, scheduling software installs using active directory and SCCM
• Prepared weekly reports of all asset management progress, equipment orders and surplus using share point and Excel spreadsheet; accessed SharePoint for updating all deployment processes, break-fix updates; and ‘lessons learned' group notes
• VMWare experience to include: performing virtual conference set ups and monitor VMWare server for all activity and customer consistent access as needed
• Used active directory for maintaining: (adding, enabling/removing, disabling) all hardware on the network and to maintain user accounts (creations/ access/suspensions/decommissions)

Confidential

Sr. Technical Support Specialist & Inventory Control, Washington, DC

Responsibilities:

• Responsible for remote, walk - in and incident generated customer issues to include: installing, maintaining and repairing company and multi-vendor systems which included (softphones, androids, iPhones, blackberry phones), installation and configuration of hardware(desktop/laptop), software installs and networking products as well as operating system malfunctions, performed data migrations, hardware and software part repairs, equipment installs and other office equipment installations and servicing
• Handled offsite customer, onsite users and new hire hardware/software configuration and setup request.
• Assisted with project work including business unit requirements, project and process specifications
• Provided resolutions to an assortment of problems: (image issues/encryption issues and software malfunction issues); update all resolution issues in share point
• Ensured customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance
• Maintained assignments in the ticket systems used by SEC (cots) of SERVICE NOW: (reported customer incidents) and Confidential version of EAMS (equipment asset management services); this service now software was new to SEC-transitioned out of ITMS.
• Took responsibility for potential or desired follow-up services or problem escalations
• Performed Asset Inventory duties for IMAC, and Tier II Technical support using Service Now Ticketing System for all Customer requests and Asset Management administration for Break-Fix equipment, Inventory Control, RIT:(return to inventory) and surplus tasks as scheduled
• AZURE: Cloud services used for building images, storing inventory information, testing fixes to images and software installed via migration/deployments stages, deploying data, images, software, and managing applications and services through the global network data centers where employed
• Responsible for deployments, documentation and release control in an Enterprise environment
• Fluent in Microsoft Windows 7 and 8, Mac OS, Office 365 and IBM Big Fix issues; Microsoft Easy Transfer, Swimmage OS deploy package, IBM Big Fix, MDT (Microsoft Deployment Toolkit) and Active Directory; Confidential, Microsoft Easy Transfer, SCCM, Citrix server software installs (client proprietary applications): Active Directory and RF Code system equipment locator
• Performed Image development upgrades and patches, endpoint encryption installations and configuration/repairs
• Prepared weekly reports of all asset management progress, equipment orders and surplus process statuses using share point; created final inventory records for closeout in share point

Confidential

Desktop Analyst: Executive Support/IMAC Support, Washington, DC

Responsibilities:

• Daily performed hardware/software break/fix of laptops, desktops and some server work as scheduled
• Performed all troubleshooting and repair of hardware and software issues to maintain business continuity
• Diagnosed, troubleshoot and repaired/replaced: Printers (HP, Cannon, Lexmark and other legacy printers), Cisco phones, other peripheral equipment and devices: (scanners, copiers, multi- functional devices, Conference HD TV's, speakers and other mobile handhelds used in the server environments)
• Performed PC Imaging to include: new hardware upgrades; installs, moves, adds, changes in a laptop and desktop environment
• Optimized Hardware/Software/Networking products and configurations as scripted, ensuring customer satisfaction; keeping all updated hardware specification and software update current in share point
• Performed Windows 8.1 roll out-migrations on Gen-II /Gen III Lenovo ThinkPad laptops, Lenovo T450 units, HP 840, G2, and Microsoft Surface Pro 3, to include synchronization of Office 13 on iPhones from blackberry's and other customer smartphones: with customer training and support per customer request. Moving from XP to Win8.1 and later Win 10 beta upgrades
• VMWare experience to include: performing virtual conference set ups and monitor VMWare server for all activity and customer consistent access as needed
• Created Confidential meeting invites and provide information to/for the requester to include: initiating Confidential, Lync, Skype, video and audio conferences
• Active Directory used for maintaining: enabling/disabling hardware on the network and to maintain user accounts (creations/ access/suspensions/decommissions)
• Used Remedy, Lotus Notes Web and Services Now to monitor workloads and keep current updates of pending assignments
• Performed Asset Inventory duties for incoming deployment equipment and surplus tasks as scheduled
• Attended weekly meetings concerning asset management issues, daily record keeping of all current assets and all assets to be put in retention for 30-day legal hold, and other office relational duties pertaining to desktop and end user support services

Confidential

Desktop Engineer, Rockville, MD

Responsibilities:

• Provided Tier II technical support for distributed agency hardware and software: Migrating from: Legacy DELLS to HP and Dell model upgrades /OS: Windows XP to 7 Enterprise and later to Windows 8.1, and migration from Microsoft Office 2007 to Microsoft Office 2010 and 2013; troubleshooting and maintaining MS Exchange and Enterprise Application servers/ Citrix Data storage servers, user applications and databases: also used SCCM Software and Device Management Tools, SRMS SCCM,ACTIVE DIRECTORY Console for scheduling software deployments, Remedy Help Desk ticketing system for end user support issues
• Performed desktop/laptop/software installations/configurations/troubleshooting, hardware/software/network connectivity/configurations (Windows 7/Office '10 installations to include Windows for MAC deployment) using Net Connect imaging and Confidential /UDS Image migration technology/System Center Configuration Manager (SCCM) for additional software deployment and maintenance
• Maintained daily Remedy tickets and reports to ensure the highest service levels were maintained
• Configured and setup new PC's (desktops/laptops: providing multiple vendor desktop and laptop support), (iPhone and Blackberry support), replaced individual hardware, components and devices as well as reinstalled new hardware/software upon user and departmental request
• Set up and supported/ troubleshoot/resolved: VPN remote and local access issues, mobile device issues to include: (configuration, email, web and web meeting tools: ( Confidential /Got Meeting/events/Lync)
• Performed setup and support of video teleconferencing sessions/DMI/E-VGA (PCoIP) for virtual In-House and Nationwide Video Conferences and Telecommunications Setups; (conference and office phones using VoIP (Nextel/ IP phone configuration) upon customer request and as scheduled
• Supported and troubleshoot VLAN’s/ UNIX/CITRIX/ORACLE /REALTIME environments
• Troubleshoot SharePoint access sites and configure new Avaya Telecom equipment for conference rooms
• Active Directory used for maintaining/enabling/disabling hardware on the network and to maintain user accounts (creations/ access/suspensions/decommissions)
• Perform Asset Inventory duties for incoming deployment equipment and surplus tasks as scheduled
• Tracked customer assets/surplus using Provance Asset Mgmt. database system and also removed all retired equipment form active directory in accordance with required SLA set maintenance agreements
• Generated overall activity reports to satisfy SLA compliances within contract service agreement
• Performed several other relational desktop support duties as required
• Coordinated with Agency events management for events outside conference rooms
• Generated reports required by team lead in using client's SharePoint Knowledge base to initiate tracking and reporting of issues, as well as recommended means for system improvement including procedural steps, increased training, and enhanced documentation