SUMMARY:

• 15+ years of IT Technical Support experience with Exchange Server administration and Active Directory experience.
• Solid understanding of network and connectivity issues, as well as, TCP/IP protocols in LAN environment.
• Systems support, maintenance, installation, configuration, troubleshooting, repair of personal computers and peripheral products, as well as LAN/WAN and Wi - Fi.
• Use software utilities to monitor and troubleshoot helpdesk issues (e.g. Remedy, BMC Footprints and BMC Client Management ), troubleshoot and assist with remote access (e.g. Cisco, VPN, Citrix, Remote Desktop) with computers and the network environment.
• Excellent communication skills (oral and written) and customer service skills.

TECHNICAL SKILLS:

• Active Directory
• VMware
• LAN/WAN, Wi-Fi
• MS Exchange
• LANDesk, Bomgar
• Installation & Configuration
• MS Windows 7, 2010
• Citrix
• Troubleshooting
• MS Office 2010 & 2013
• Cisco VPN, VNC
• Network Cabling
• MS Lync, Jabber, Skype
• WebEx
• Blackberrys, iPhones (mobile devices)
• Remedy, BMC Footprints
• TCP/IP, DHCP, DNS

EXPERIENCE:

Service Desk Technician

Confidential, Washington, DC

• Support Microsoft Windows Client, Active Directory, Exchange Accounts (mailbox and distribution list permissions), network accounts and relationships to effectively support end-users. Assist in creation, update and removal of user accounts.
• Set up permissions and support web applications, Microsoft Office and other COTS software. Support hardware and LAN/WAN systems (internet/intranet, network, laptops, desktops and servers). As well as related peripherals such as printers, scanners and network drives.
• Provide support to internal and external users from onsite and remotely managing client systems. Provide remote access support for Citrix, VPN, Passcodes (keyfobs and SafeNet MobilePass) and Wi-Fi support.
• Work closely with other support teams, such as the server, DBA’s, programmers and application support teams
• Respond to technical and functional requests. Evaluate, troubleshoot, repair and escalate technical problems to various technical staff. Monitor and troubleshoot ticket requests through BMC Footprints & BMC Client Management.
• I participate in regularly scheduled meetings for technical support & strategies, information reports and to discuss practices and workflow. Discuss recommendations on improvements, also based on feedback from users.
• Assists with other projects as needed.

Help Desk Support Analyst

Confidential, Washington, DC

• Provide assistance to 1000+ internal and external users located in DOL internal offices, satellite offices and outside DOL state agencies. Assisted with troubleshooting a variety of issues such as adding users, conducting necessary modifications, system access, permission changes, password resets.
• Resolve issues resulting from support tickets, calls received, email requests as well as verbal requests to resolve issues. Identified researched and resolved technical problems. Document, track and monitor problems to ensure a timely resolution.
• Communicated and coordinated with other technical resources such as team members, peer technical teams, programmers, DBA’s and Network Engineers.
• Assisted in evaluating and recommending new or enhanced approaches to delivering information
• Provided helpdesk support for web based application for the internal, satellite offices and outside agencies. Also communicate and work with agencies and who assist in maintaining the application.
• Assisted to develop information management strategies to assure effective business strategy, problem solving/analysis and customer support.

Technical Support\Helpdesk Analyst

Confidential , Washington, DC

• Provided technical support, repair and installation for PC hardware and software issues for computers running Windows 2000/XP operating systems in an active directory environment, as well as, printers, scanners and other peripherals. Managed A ctive Directory setting up computers, logins and permissions. Created and manage network and shared folders and setting permissions. Hardware and peripheral repair and installation
• Set up new and relocated computers. Install networked, local and shared printers. Configured laptops for wireless broadband and VPN access. Kept inventory of all computer systems computers, printers, laptops & broadband cards). Configured emails on MS Outlook, also setting up and configuring shares for emails, calendars, etc. on computer systems, also setting up Blackberries, iPhones (mobile devices) for Exchange Server connectivity.
• Resolve issues resulting from support tickets, calls received, email requests as well as verbal requests to resolve issues. Train users on software, such as, Microsoft software and web based applications.
• Setup Cisco WebEx for meeting and training. Performed client software configuration installations and software debugging.
• Assist in evaluating and recommending new or enhanced approaches to delivering information technology and data services and to assure effective problem solving/analysis. Assists in developing information technology policies, procedures, standards, and guidelines.
• Assisted with testing and analyzing the web based application and giving the status of the system and projects.
• Collaborated and maintain communication with outside contractors and vendors such as Office of the Chief Technology Officer OCTO and departments within OCTO such as the Network Operations Center (NOC) to maintain and troubleshoot the WAN and LAN system.
• Provided website system administration and helpdesk support for web based applications to satellite offices and outside agencies. Also communicated with vendors who maintain and upgrade the products. Troubleshoot user issues and system problems resulting from calls received, emails and helpdesk ticketing system to resolve issues. Setting up and/or removing users, as well as, resolving any issues received from calls or requests.

IT Specialists

Confidential, Washington, DC

• Provided Server administration . Monitored 2000 and 2003 servers. Also perform various duties which involved A ctive Directory on the servers such as creating shared folders and setting permissions on the shared network drives, user and server management.
• Provided Exchange Server Administration added mailboxes/users and groups, configuring emails in Outlook on workstations, as well as, setting up and configuring shares for emails, calendars, etc.
• Provided user support directly and/or remotely to resolve PC hardware and software issues for computers running Windows 2000 & Windows XP operating systems, as well as, printers, scanners and other peripheral issues. Provide user support for LAN based applications. Resolved issues resulting from calls received through help desk as well as verbal requests to resolve issues.
• Installed and maintained Windows 2000/XP and other software applications and hardware.
• Maintained and operated satellite system, server and onboard LAN of 13 computers for the computerized D. O.E.S. One Stop Mobile Unit van and keep contact with vendor and ISP.
• Troubleshoot LAN connections and network devices ( routers, hubs, switches ) to correct network connectivity problems.
• Met with IT to discuss upgrades, applications, patches and equipment in an effort to improve the network and made recommendations on these issues.
• Maintained communication with outside contractors and vendors (OCTO) who assisted in the maintenance of the WAN, computers, peripherals and other products under warranty or service, schedule repairs, as well as, vendors needed for purchasing such products.