PROFESSIONAL SUMMARY:

Almost 20 years of technical experience in customer support. My career ranges from answering phones in a call center to the height of managing an 8 person team at a helpdesk. It also covers troubleshooting end user hardware and software computer problems, assigning user and group rights in Active Directory, imaging pc’s using Norton Ghost and SCCM, as well as troubleshooting LAN/WAN connection problems, and providing desktop and telephone support for users worldwide.

WORK EXPERIENCE:

Confidential, Reston, VA

Sr. Desktop Support Engineer

Responsibilities:

• Laptop and desktop repair
• Image laptops and desktops using SCCM 2012
• Deploy laptops, desktops, and WYSE thin clients for VDI (Virtual Desktop Infrastructure)
• VDI Tier 2 Support
• Push software to laptops, desktops, and VDI’s via SCCM 2012
• Upgrade users from Office 2010 to Office 365
• Monitor VDI units in vConsole
• Reboot and configure VDI units in vSphere
• Setup, configure, and deliver iPhones
• Disaster Recovery location support and maintenance
• Encrypt and decrypt laptops
• LAN connectivity
• Switch and Router upgrade and removal
• Support home user’s
• RSA token dispersal
• Asset disposal and destruction
• Asset management
• Xerox network printer trouble shooting and support
• Supervise and escort vendors
• Setup, test, and train customers in Smart conference rooms at multiple locations

Confidential, Reston, VA

Sr Desktop Support Engineer

Responsibilities:

• Upgrade users from Windows XP to Windows 7
• Unlock user accounts via Active Directory
• Laptop and desktop repair
• Image laptops and desktops using SCCM 2007
• Image, update, and manage loaner laptops
• Deploy laptops, desktops, and WYSE thin clients for VDI (Virtual Desktop Infrastructure)
• Push software to laptops, desktops, and VDI’s via SCCM 2007
• Monitor VDI units using vConsole
• Reboot and configure VDI units in vSphere
• Setup, configure, and deliver iPhones
• Disaster Recovery location support and maintenance
• Encrypt and decrypt laptops
• Support home user’s
• Asset management
• Asset disposal and destruction
• Xerox network printer trouble shooting and support
• Supervise and escort vendors

Confidential, Bethesda, MD

Government Services Sr Analyst

Responsibilities:

• Setup new computers including software installation
• Reimage computers
• Sanitize pc’s that are no longer going to be used
• Re - connect hardware replaced by repair (monitors, keyboards, printers, etc.
• Install/ upgrade software: Anti-Virus, Microsoft Outlook, Standard Audit Programs (SAP) and other proprietary software
• Reinstall problem Software: Agency Image CD’s etc.
• Troubleshoot hardware problems including but not limited to: Clean up of temporary directories, scandisk, defrag etc.
• Write documentation and instruct end-users on data backup procedures
• Perform preventative maintenance
• Install and test new hardware such as scanners, CR-Rom’s, memory chips, NIC Cards, printers, and modems
• Support Remote Assist programs such as Netmeeting, Windows Remote Assist,
• Report to region any unapproved software found on any organization computer systems
• Help user’s with Juniper VPN problems or questions
• Create technical documentation to be used for future troubleshooting and operational use.
• Provide weekly activity report for direct manager

Confidential, Arlington, VA

Senior Technical Support Specialist

Responsibilities:

• Primary support for the Head Confidential Administrator and his/her support staff in all IT related issues
• Responsible for the support of all Managers, VIP’s, and Supper VIP’s in all IT related issues
• Functioned as remote technical support for Confidential Headquarters and Regional Offices as well as airports.
• Managed several special projects for the agency consisting of Symantec Endpoint Protection 11 and Netswitch version 2.7.9.1 upgrades for over 300 users.
• Managed Altiris configuration issues remotely via Remote Desktop Software and advised OIT Confidential Manager on weekly Altiris software deployment.
• Managed user profiles via Active Directory, user email accounts via Exchange Server, and user Blackberry privileges via BES Server.
• Conducted system assessments to determine Credant software security status and monitor compliance with security and encryption standards.
• Configured, installed, and troubleshot Cisco VPN software and Credant encryption software. Implemented new standards, patches, and software upgrades.
• Configured and troubleshot Confidential laptops and desktops. Replaced motherboards and other computer parts.
• Deployed and configured TRX baggage scanning software to airports and regional airports.
• Deployed software via Altiris to ensure network computers remained updated with critical software patches.
• Identified out of date software security and configuration issues and provided resolutions.
• Resolved Symantec Antivirus installation issues and other technical issues via Peregrine ticketing queue.
• Resolved VPN Software connectivity issues, Active X security issues, and Java web-based issues.
• Resolved non-working Altiris clients and ensured proper software and critical patch installments for over 300 users. Provided data recovery for approx.100 users.
• Updated computer images due to non-supported image versions, Adobe software vulnerability updates, and redaction software deployment and configuration.
• Created Windows XP computer Image via Norton Ghost. Setup and maintained Norton Ghost cast Server to deploy images to Confidential computers.
• Setup and configured Cisco network switches, video calling software, VPN software, VOIP phones, Blackberry devices, Sprint and Verizon aircards, wireless networks, PC’s, network computers, printers, Logitech cameras. Installed and configured Cisco video calling software.
• Provided expert technical consultation and direction to lower level technical personnel.
• Developed software troubleshooting and configuration instructions for OIT technicians.
• Configure and troubleshoot pc, network printers, air cards, and Confidential issued Blackberry devices
• Access L.A.N. closet access to verify connectivity to the switch

Confidential, Alexandria, VA

Acting Manager

Responsibilities:

• Responsible for hiring and firing
• Conduct interviews
• Responsible for keeping team up in accordance to SLA
• Managed a team of 5 company employees and 3 temporary employees supporting 175 employees
• Responsible for day to day operations of desktop support
• Planned and coordinated new laptop rollout project
• Planned and coordinated new desktop rollout project
• Planned, coordinated, and oversaw the encryption program(PGP) on all laptops
• Oversaw asset tag program for all IT equipment
• Oversaw IT inventory
• Conducted yearly reviews

Senior Support Technician

Confidential

Responsibilities:

• Team Lead for Desktop Support
• Install and maintain hardware and software components for the organization
• Troubleshoot and resolve Level 2 tickets in a timely and professional manner (80% desk side and 20% telephonic support).
• Validate helpdesk ticket information with the originator.
• Provide problem resolution leadership while working with the user, software and network IT teams.
• Upgrade user systems.
• Responsible for in-house PC and laptop configurations.
• Maintain and document inventory
• Travel as required to branch offices for repairs and upgrades.
• Primary Mac support
• Primary VPN support
• Minor printer repair
• Train new users on IT policies and procedures
• Reset passwords for user accounts
• Software tester
• After hours on call support

Confidential, Falls Church, VA

Technical Support Specialist

Responsibilities:

• Responsible for upgrading pc’s from Windows NT to Windows 2000 using Norton Ghost
• Troubleshooting and repairing pc hardware and software problems
• Phone support
• Repair end-users technical problem(s) by either walking the customer through a problem of using SMS to take control of the customer’s computer and repair it for them.
• Update McAfee .dat files
• Map network drives and printers
• Configure Zone Alarm settings for remote clients professional experience

Confidential, Glen Burnie, MD

Technical Support Specialist

Responsibilities:

• Responsible for the coordination, installation, and upgrade of various software packages on numerous pc’s and laptops; and facilitates the of users on the upgraded hardware and software.

Confidential, Bethesda, MD

Senior Tech Support Specialist

Responsibilities:

• Installed, modified, and made minor repairs to personal computer hardware and software systems; and provided technical assistance and to system users by performing the following duties:
• Inspected personal computer equipment and read order sheets listing user requirements in order to prepare microcomputer for delivery
• Installed or assisted service personnel in installation of hardware and peripheral components on user’s premises
• Loaded specified software packages such as operating systems, word processing or spreadsheet programs onto computer
• Entered, recommended and observed system functions to verify correct operation
• Responded to client inquiries concerning systems operation and diagnosed system hardware, software, and operator problems
• Instructed users in use of equipment, software, and manuals
• Recommended or performed minor remedial actions to correct system problems
• Coordinated technical activities with help desk, network services, or other information systems groups
• Provided status updates and completion information to manager, problem request tracking system, and/or users, via various modes of communication
• Created, unlocked or reset user accounts and passwords using Active Directory
• Coordinated, built, installed, and configured pc’s for Windows 2000 deployment from Windows 95

Confidential, Bethesda, MD

Customer Support Rep

Responsibilities:

• Provided high quality technical advice and product support in a help desk environment for - Classified and Unclassified Network
• Advised and supported the installation of software and hardware products to government clients
• Identified and resolved complex LAN/WAN problems
• Identified technology patterns and trends; while providing management with solutions to problems
• Developed and maintained detailed product knowledge by installing, using, and studying assigned product set