TECHNICAL SKILLS:

Hardware: Cisco Routers(26xx,36xx 4000 series) and Switches(CAT 6509), Juniper Routers(M series), Motorola Routers(cmts and bsr5000), Nortel Routers (BAY BCN) ATT 5ESS, DMS 500 switches

Monitoring Tools: Service Now , Remedy, Bomgar, Remote Desktop, Intermapper, HPOpenview NetX, Clarify, SharePoint, Citrix, Director, Confidential reporting tool, Service Manager

Protocols: IP, Frame Relay, BGP, OSPF, IGRP, and EIGRP

Documentation: technical writing, network diagrams, Visio

Languages: Fortran 77, C++, HTML, JAVA

Platforms: WINDOWS 7 (64 bit), VISTA, XP, UNIX - OFFICE 2010, 2013.201 bit), WINDOWS bit)

PROFESSIONAL EXPERIENCE:

Confidential, Alexandria, Virginia

Help Desk Support

Responsibilities:

• Resetting Passwords using Active Directory
• Using Remedy to work ticket flow
• Providing technical support remotely, using Remote Desktop & SCCM
• Resetting RSA tokens for end users
• Using Bitlocker tool to help unlock machines for end users
• Responsible for escalating more complexed issues to upper tiers

Confidential, Atlanta, Georgia

Help Desk Analyst

Responsibilities:

• I provided excellent services through the phone to IT users for basic end user related hardware’s and software’s desktop related LAN network systems
• I configured and reset network access accounts whenever required
• I installed new hardware’s and software’s
• I was responsible for processing software by coordinating user setups, installations and upgrades
• Using Service Now to ticketing system to work and escalate tickets
• Using As400 for various Auction needs, such as restarting printers, changing “How Paid Codes,” enabling accounts, changing auction passwords, removing and editing vehicle information for various dealers and auctioned cars
• Resetting passwords in Active Directory
• Using Confidential reporting incidents that occur on the network
• Resetting Passwords using SumTotal (for Learning Lane)
• Configuring Outlook, and troubleshooting issues that arise in this application. Rebuilding and creating profiles
• Using Citrix to power down and restart virtual machines
• Configuring network printers & installs
• Establishing bridge calls when we experience major incidents
• Using Bomgar tool to remote into user’s machines to troubleshoot
• Troubleshooting Skype for Business 2016
• Troubleshooting Windows 10
• Software Installs

Confidential, San Antonio, Texas

Desktop Support Analyst

Responsibilities:

• Utilizing Service Desk incident tracking software
• Mapping network drives & printers
• Recognizing and repairing hardware malfunctions
• Capturing metrics related to quality of work performed, and provided a written report of the same to manager
• Enforced operating procedures (SOP’s)
• Using RSA tokens to give network access to end users
• Performed manual installations of software applications
• Performing customer service duties
• Meeting critical timelines in a rapidly changing environment
• Utilizing a knowledge management system
• File copy functions
• Reporting incidents within our environment using Confidential .
• Allowing us to monitor discrepancies and organize priorities within our network infrastructure
• Answering technical questions asked by the end users

Confidential, San Antonio, Texas

Desktop Support Technician

Responsibilities:

• Provides support to internal users on a variety of issues.
• Provides support to external clients on a variety of issues.
• Responds to telephone, email, and other requests for software and technical support; escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.
• Re-imaged laptops and desktops for end users
• Managed & Configured network systems from Windows 7 to Windows 8
• Provided Support during Domain & Windows 7 Migrations
• Managed the daily activities of configuration and operation of IT systems
• Worked on XP, Vista, and Windows 7 systems environment providing system administration for IT systems
• Relies on instructions and pre-established guidelines to perform the functions of the job however, a certain degree of creativity and latitude is required.
• Documents, tracks, and monitors problems to ensure a timely resolution
• Troubleshoot software and hardware issue as they relate to the supported product suites within the organization.
• Effectively communicates with internal and external stakeholders to manage expectations

Confidential, Rockville, MD

Computer Analyst

Responsibilities:

• Backing up & Wiping data on PC’s, Laptops, Apple IMAC’s, and Blackberries
• I supported a complete, comprehensive team of personnel with the required skills to accomplish the tasks specified in this contract.
• Uploading data to server for future downloads to new peripherals
• Creating surplus tickets for the helpdesk, pertaining to end users
• Racking & Stacking LAN equipment
• Re-formatting drives for future use
• Decrypting & encrypting laptops
• (SCCM) Managing & Configuring the network system from Windows 7 to Windows 8
• Using (MDT) Microsoft Deployment Toolkits for deployment purposes, my team and I were responsible for this protocol
• Touch-type and enter detailed information in the trouble ticketing system while interacting with customers telephonically.
• Proficient in networking services, to include Active Directory and software installation
• In-depth knowledge of PC hardware, operating systems, drivers, applications and their interaction, which allowed me so excel with troubleshooting
• Resolving connection, printing, and application issues that utilize the ICA Client
• Apple support experience including Macs, iTunes, iPhones, iPads, etc.…
• Experienced with an incident tracking system such as Service Now or Remedy
• Troubleshoot software and hardware issues in a Windows 7/8, Office 2010/13 environment utilizing Dell/HP clients.
• Troubleshoot issues in a Citrix-based environment.
• Troubleshoot other devices/peripherals in an enterprise environment, such as, smartphones, tablets, videoconferencing, etc….
• Provide ‘concierge level’ IT desktop support to a small, growing team.
• I was required to use my creative problem-solving abilities, attention to detail, ability to ‘think outside the box’, and remain professional under high pressure situations.

Confidential, Laurel, MD

Desktop Support Specialist

Responsibilities:

• Testing Scripts on laptops
• Provide support for implementation, troubleshooting and maintenance of IT systems
• Manage the daily activities of configuration and operation of IT systems
• Provide Tier 1 (Help Desk) problem identification, diagnosis and resolution of problems
• Provide assistance to users in accessing and using IT systems
• Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc.
• Provide Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems
• Provide support for the escalation and communication of status to agency management and internal customers
• Optimize system operations and resource utilization, and perform system capacity analysis and planning
• Provide support for the dispatch system and hardware problems and remains involved in the resolution process
• Provide in-depth experience in trouble-shooting IT systems
• Configure and manage UNIX and Windows (or other applicable) operating systems and installs/loads operating system software, troubleshoot, maintain integrity of and configure network components, along with implementing operating systems enhancements to improve reliability and performance
• Provide detailed analysis and feedback to agency management and internal customers for escalated tickets
• Tests, monitors, and troubleshoots a variety of complex platforms, operating systems, networks and applications using established procedures. Uses monitoring tools and other sources to matters of significance. Provides problem resolution support to Help Desk and other appropriate parties; resolves matters of significance or escalates as necessary.
• Documents and tracks complex reported matters of significance where assigned; ensures matters have been resolved as appropriate and in accordance with established service agreements or procedures.

Environment: Windows XP (PRO), MS Office 2010, Lotus Notes

Confidential, Lancaster, PA

Desktop Support Specialist

Responsibilities:

• Re-imaging laptops and desktops for end users
• Responsible for providing support to assigned Operations team(s) which may include monitoring individual and overall line group call statistics, tracking production employee attendance, performing a wide variety of general clerical functions, and preparing reports in a timely and accurate manner ensuring adherence to company policies and procedures while adhering to deadlines.
• Troubleshooting VOIP and Video Svcs & Web Audio conferences issues
• Creating User accounts in active directory for new employees
• Installing & configuring network printers to workstations
• Ordering printing material ( ink cartridges, paper, etc.) for office usage
• Responsible for peripheral setups, hardware and software upgrades
• Installing OS’s onto servers, and uploading software licenses to our dedicated license server
• Performing data transfers, machines are swapped out for new ones.
• Creating Windows login accounts for Operations employees, through active directory
• Using “workflow conductor” in SharePoint to show and manage the company’s day to day functions, by submitting documentation to the Project Manager.

Environment: Windows Vista (PRO), MS Office 2010, Microsoft Exchange

Confidential, Englewood, CO

Help Desk

Responsibilities:

• Troubleshooting application and network issues
• Worked on the Census Project
• Involved with conference bridges to resolve high profile issues
• Customer support via email and telephone
• Managing business processes along with NOC processes using SharePoint 2007. This enabled the IT team to submit a more detailed and complex report of our workflow to upper management.
• Performing Password Resets for our global clients, on the Global Help Desk Station. (Remote & Local Users)
• Creating calendars using MS outlook for training purposes for team leads, and employees.
• Help Create templates for the Finance Department using MS Access, to keep a record of spending, cost, and inventory of our department needs. I also was tasked with creating a backup database for our IT department that mirrored our MS Access files.