SOFTWARE COMPETENCIES:

HDI Certified, Help Desk, Windows XP thru Windows 10 v.1809, Office 2007 thru Office 2016 ( Office365 ), Remedy, Service Now, Dell KACE, Altirus, Service Now, Expert Assist, PC Connect, Symantec End Point, McAfee, Citrix

WORK EXPERIENCE:

Confidential

Sr. Technical Support Analyst

Responsibilities:

• Respond and resolve issues from the internal POCs that support the US Department of Justice Customer including those issues escalated by Tier I, 2, 3 support teams.
• Employ troubleshooting techniques to replicate and analyze issues and identify the root cause.
• Perform daily responsibilities including Active Directory password resets, GPO, group management, email account creation and support, issuing laptops and all peripheral equipment, maintain and test customers laptop images, printer support and general repairs as needed, infrastructure support as needed, issue and support for customers iPhones, software pushes using Altiris, Dell KACE, MS Software Center, creating tickets and incidents using Remedy, Service Now, AV support for McAfee, Symantec SEP, MS SharePoint Knowledge support for various in - house ongoing projects and customer goals.
• Also support of ongoing Tech Refresh and replacement of customers aged ADP hardware and software.

Confidential, Washington, DC

Sr. Technical Support Analyst

Responsibilities:

• Level 1 2 3 Support engineer for Confidential global trading floor. Resolve most of the reported issues not requiring system code modifications.
• Respond to complex issues from the internal POCs that support the FNMA Market Trading floor personnel as well as those issues escalated by Tier I.
• Primary support for Lenovo Desktops, Laptops, FNMA iPhones, McAfee, Windows 10, Bloomberg, Blackrock, Reuters,.
• Employ troubleshooting techniques to replicate and analyze issues and identify the root cause.
• Document the replication steps, root cause analysis, and solution when applicable in the Help Desk ticket.
• Escalate issues to the Desktop Engineering Services when needed.

Confidential, Washington, DC

Sr. Help Desk Specialist

Responsibilities:

• Provide Help Desk support for Tier 1, 2, 3 of customer’s enterprise network.
• Responding to incident and problem requests and implementing solutions to ensure little to no interruption in the customers’ ability to perform daily responsibilities.
• Including Active Directory password resets, GPO, group management, email account creation and support, issuing laptops and all peripheral equipment, maintain and test customers laptop images, printer support and general repairs as needed, infrastructure support as needed, issue and support for customers iPhones, software pushes using Altiris, creating tickets and incidents using Remedy, AV support for McAfee, SharePoint Knowledge support for various in - house ongoing projects and customer goals.
• Also support of ongoing Tech Refresh and replacement of customers aged ADP hardware and software.
• Also Remote VPN support for telework customers using Bogmar / Altiris / PC Connect, Team Viewer Provide support to engineering staff and the LAN Architect to ensure LAN security is functioning properly across the firewalls, physical LAN and V-Lan for both hardwire and wireless access points. Company merged w/ GDIT

Confidential, Washington, DC

Corporate System Administrator

Responsibilities:

• Provide Tier 1, 2, 3 service desk support for all elements of the IT infrastructure across the Confidential Enterprise to include static and mobile elements of the infrastructure.
• Works with CTO to ensure computer network and IT infrastructure defense by actively reviewing vulnerabilities, recommending solutions, implementing defense solutions, monitoring network activity, and responding to incidents.
• Conduct monitoring of the Confidential infrastructure for any potential bottleneck and performance issuesCreate all Confidential AD accounts, Email accounts, access to Corporate SharePoint site. Support Server 2008r2, Server 2012, Windows 7, Office 2010, Office 2013, remote printing, AD accounts, Office 365, Droid, IOs, Blackberry, RSA Console for SecureID, Sonic Firewall.

Confidential, Falls Church, VA

System Administrator / Lead Corporate

Responsibilities:

• System Administrator, Tier 1 -2 -3, Serves as the initial point of contact for troubleshooting all IT related problems including hardware/software, create new AD user accounts, AD password reset, Create Shares, GPO, and printer problems.
• Field incoming help requests from end users via both telephone and e-mail in a courteous and professional manner.
• Contribute to ongoing IT process improvement as well as policy and procedures.
• Document all pertinent end user identification information, including name, department, contact information, asset information and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers. Prioritize and schedule customer service calls. Record, track, Create / maintain corporate standard desktop images and applications. Install anti-virus software, VPN Software, COTS and GOTS applications.
• Manage Windows based PC’s and Mac (OSX, Safari) setups and deployments for new employees or hardware replenishment.
• Active contributions to ongoing IT process improvement and IT policy and procedures.

Confidential, Washington, DC

Sr. Desktop Systems Admin. / Help Desk Admin

Responsibilities:

• Responsible for intake, documentation, First Call Resolution ( Confidential ) of Confidential 's satellite facility ADP. Supervise Help Desk Team, assign incoming tickets.
• Check completed tickets for accurate documentation. Assist other technicians when needed for overflow, HOT back up for UCC Call Center.
• Mentor other Help Desk technicians and help foster career development. Install, configure, assemble, maintain, and troubleshoot for in-house corporate computer networks consisting of level 1, 2 and 3 customer support.
• Additionally responsible for installing, supporting, maintaining various “in-house” applications developed for both WEB as well as non-WEB based GOTS, COTS. Proprietary applications such as IBM DOORS, IBM System Architect (SA), Oracle, Cold Fusion.
• Installation, support, maintenance for customer applications such as Citrix ZenApp, Java. Installation, maintenance, support of Windows Server OS (operating system) i.e. Server 2008r2, Server 2012. Active Directory support for creating / maintaining Group Policy, User accounts, password resets, domain share creation and rights. Contract not renewed.