PROFESSIONAL PROFILE:

• Consummate Professional with over twelve years of increasingly responsible cutting edge Technology experience.
• Driven to continually grow and learn able to solve problems and produce results across IT Industry.

COMPUTER SKILLS:

• Remedy Ticket
• Active Directory
• Remote Support
• WIFI TCIP Networking
• WIN 7 & WIN 10
• Group Policy
• Deployments & Upgrades
• LAN Configuration
• Hardware Configuration

EMPLOYMENT HISTORY:

Help Desk Support Specialist

Confidential

Responsibilities:

• Worked as Help desk Specialist supporting 2500 users.
• Supported window 7, windows unclassified and classified system.
• Remote desktop support, Active Directory, 8 to 10 tickets daily with use of Remedy ticketing system.
• Experience with Power shell and basic batch file scripting.
• Troubleshooting and Repair Network issues such as VPN, software issue, Outlook 2012 Email.
• Create webmail boxes and shared drives, and use of Remote Desktop support tools (eg, Bomgar)
• Troubleshooting Hard drive, issues to include login; Password resets and printing issues.
• Data backup, virus removals and software installs, troubleshooting hardware, software, and repairs;
• Experience with TCP/IP networking WI - FI, remote access, high speed broadband, Projects.
• Support included helping clients use IT products and services such as legacy network, COTS.
• MS Office, Open text Live link; and ONR's mission critical software applications, SharePoint and, IM.
• The mission critical software applications were Defense Travel System, Official Pass Port,
• (Oracle Business Suite), Defense, Civilian Personnel Data System, and Business Intelligence Dashboards
• Defense, Civilian Personnel Data System (DCPDS), and Business Intelligence Dashboard
• Configured servers, desktop and routers; Popup blockers, firewalls PC’s, Deployments, and Upgrades.

System Administrator

Confidential

Responsibilities:

• Responsible for the delivery of desktop services in dual roles for the Confidential .
• System Administrator for Pragmatics Vanguard 2.1.1 Program unclassified and classified system.
• Creating Accounts for new employees, and new interns of the Confidential .
• Setting Accounts up in Active Directory administering user rights and assigning file permissions.
• Maintaining, troubleshooting, user accounts as well as updates, passwords, and account policies.
• Supported clients of state depart and VIP’s Military and civilians.
• Open and track trouble tickets, in remedy change management system.
• Setup video conferencing equipment for conference room clients, and setup workstations.
• Mapping printers, virus removals, and Desktop builds from XP to windows 7.
• Computer Diagnostics, repairs, data migration and password removals upon request.
• Responded to various issues as desktop Technician Break/fix issues resolved 10 to 12 tickets daily.
• Configure hardware/ software, Asset management, and staging, and troubleshooting browser issues.
• Troubleshooting PKI issues and Adobe software, Outlook, and Microsoft software issues.

Desktop Support

Confidential

Responsibilities:

• Desktop Support Technician/end user support in support of Congressional members and staff..
• Breaking down computer systems and monitors scanners, printers, speakers and TV systems.
• Wiping hard drive with various government issued software, hardware and software configuration.
• Upgrades to windows 7, Data Migration, Printer installation, and Break/fix, supported.
• Supported Exchange, Configured switches, hubs, and modems, replaced video cards, hdd and memory.
• Setting-up of various PC systems, monitors, scanners, speakers, and TV systems connections.
• Support office moves of new incoming Congressional freshman members to the various offices of
• Mapping printers, printer wipes, reconnect, toner, ink installations and Asset Management of laptops.
• Supported IPAD’s, Desktops, PDA’s Laptops COTS and GOTS.
• Longworth, Rayburn, and Cannon office buildings.

Desktop Support Technician

Confidential

Responsibilities:

• Mid-level Desktop support Technician /End user support in support of 1200 + user.
• Respond to support request made in person as well as remote support.
• Executive support as well as VIP’s software/Hardware configurations, Break/fix and Upgrades
• Active Directory environment, Account creations, group policies, Passwords creations and resets.
• Provide software support, install configure and troubleshoot windows XP and windows 7.
• Active Directory environment. Troubleshoot, upgrade desktops, installations of OS and software
• Provide server support to clients, hard drive wiping, virus removals, and Data migrations.
• Support clients working remotely via Cisco VPN software, client over cable or DSL connections.
• Perform Active Directory Domain Administrative task under the supervision of Network engineer.
• Support clients networked printers and scanners, Microsoft Office and COTS. GWI Ticketing system.
• Clients-server and web based applications. Troubleshooting PC hardware and software issues
• Troubleshoot connectivity issue Including LAN, WAN and VPN. Supported laptops desktops and Mac’s
• Supported various Software’s, Adobe, Microsoft word, excel Power Point, Project, and Outlook.
• Supported office moves, video conferencing setups, Asset Management and virus removals.

Desktop Support Technician

Confidential

Responsibilities:

• Temporary Manager for Remedy Ticketing System.
• Open and track trouble tickets, and responded to various helpdesk issues as Desktop support Tech.
• Setup video conferencing equipment for conference room clients, and setup workstations.
• PC office moves/ setups for clients, end user support, supported blackberries, add/delete user accounts.
• Virus removals software support, software installations, and reimaging of PC’s AND Mac’s.