Hours IT support Resume Washington, DC - Hire IT People

SUMMARY:

To obtain a position in a professional environment where I am able to utilize my previous work experience and to contribute to the success of the overall team performance

TECHNICAL SKILLS:

Extensive knowledge of various software/hardware programs and devices to include: Microsoft Office, SAP, MatLab, Acrobat, Adobe CS6 Suite, Java, Flash, IE, Chrome, Mozilla, Safari, Cisco Anyconnect, Junos Pulse, Visio, Project, Milestones, Sharepoint, Webex, Gotomeeting, Citrix, Remedy, Jabber, Lync, Skype, Microsoft DPM, CutePDF, Winzip, winrar, 7zip, securezip, Eudora, ActivClient, Laptops, dell, sony, Confidential, printers, HP, Xerox, Server 2012, Windows XP, Windows 7, Windows 8.1, Mac OSX, iOS, Office365, Intune, SCCM blackberry, Patchlink, KACE, Symantec DLO, Retrospect, McAfee Endpoint, Safeboot encryption, PKI, entrust, VDI, Vmware, VTC equipment, pantech, LAN, Accellion Active Directory.

PROFESSIONAL EXPERIENCE:

Confidential

Hours IT support, Washington, DC

Responsibilities:

Provide after - hours IT support for the International Trade Administration, mostly for remote sites across the world.
Using Skype, RDP, SCCM to support ITA staff, most of the time as the single point of contact for all issues.
In addition to those remote tools, I used Active-directory, Office365 admin console, InTune, Citrix, cisco anyconnect and one-drive to manage user accounts and provide additional service.

Confidential

Helpdesk Tier II, Washington, DC

Responsibilities:

As a Tier II helpdesk analyst I would handle the calls that the Tier 1 specialist was unable to assist with, this includes Office Suite, SAP, Jabber, Remote support, VPN, Windows 7/8/10, iPhone and tablets, and network problems.
Assisted in completing backlogged remedy tickets by contacting the previous tech or the customer themselves to ensure successful ticket ratings.

Confidential

Helpdesk, Greenbelt, MD

Responsibilities:

As a Tier III helpdesk analyst and interim helpdesk lead I had the opportunity to continue my work supporting the Confidential program as well as take on a more senior roll, running weekly meetings, new technicians, present upcoming IT changes to program management.
Worked with server administrators and inter-agency IT elements to implement CAC/PIV Smartcard logins for both Confidential and Confidential
Traveled to Kennedy Space Center to provide insight for what type of IT support would be needed during launch support and to build relationships with the Kennedy local IT.

Confidential

Helpdesk, Greenbelt, MD

Responsibilities:

As a Tier II Helpdesk technician I was able to continue providing technical support for the Confidential Satellite program.
As the primary Confidential, I designed and implemented multiple inter-agency VTC solutions and received an for process improvement from the Confidential Program Management for my work
Worked closely with program management, my helpdesk teammates, server admins, and the Confidential network team in multiple large scale projects including migrating from Windows XP to Windows 7, Migrating to a new Domain, moving from Patchlink to KACE for reporting and patching, implementing full-disk encryption on all systems using Safeboot, and others.
I was part of the team that implemented and documented the federal security rules and regulations on all of our systems, including Printers, Windows 7 and OSX systems. Our IT team consistently scored the highest in security at Goddard Space Flight Center
As the main POC for client backups, I did product evaluation for multiple backup solutions including Symantec DLO, Retrospect, and Microsoft DPM and did most of the troubleshooting, quality checks, and restoration for the clients.
Trained new helpdesk technicians and our IT interns.

Confidential

Helpdesk, Greenbelt, MD

Responsibilities:

As part of a 3 person helpdesk team, I provided technical support for over 300 users working on the Confidential and Confidential satellite program.
My responsibilities included user, system deployment using Ghost for imaging, Active Directory User and System management, troubleshooting all client software and hardware issues.
Worked closely the server administration team with testing new backup solutions and a large-scale email client migration from Eudora to Outlook.

Confidential

Desktop Support, Washington, DC

Responsibilities:

I had the privilege and honor of serving as a desktop support technician
My responsibilities included the deployment of new systems, office relocation on a very tight schedule as building maintenance was done, cable management, technical troubleshooting of software/hardware, printer hardware maintenance (HP), new software installs, preventive maintenance, backup/restoration support, Malware protection, customer service in-person and over the phone.
Remedy ticket system management.

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Hours It Support Resume

Washington, DC

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