SUMMARY:

An experienced Information Technology professional who is able to effectively work independently and with teams. I have five years of IT experience. I am very competent in paying attention to detail, effective communication skills, providing customer service, and problem solving. I maintain professional working relationships with management, team members, other personnel, and customers.

TECHNICAL SKILLS:

Mobile Iron

Active Directory Admin

Microsoft Exchange

Server management

Microsoft Windows 7,10

Microsoft Office

Microsoft Outlook 10,13,16

Citrix/Citrix XenApp

SSL

Lotus Notes

Network Engineering

Remedy Ticketing 7.0

VPN

Project Management

Webex

Patch Management

SCCM

Mobile Device Support

RSA Support

PC Imaging

VM Ware support

Internet Explorer

VDI - Horizon VM Client

Printer Support/Config

WORK EXPERIENCE:

Confidential, Arlington, Va

IT Support Analyst

• Responded to IT support calls and emails from users as well as provided deskside support.
• Created and maintained user accounts in Active Directory, password and login credential management, implementing permission and group policies
• Deployed hardware; configured workstations, cubicles, and offices with requested IT equipment
• Troubleshoot and resolved remote access, mobile devices, and VPN issues Horizon VMClient
• Install new HP server
• Replace hard drives in HP server
• Video conferencing, WebEx meetings setups
• Installed approved software on users computers
• Provided IT inventory management
• Printer management, support, and configuration
• Windows10 migration
• Deployed Microsoft Patches on all workstations in the office
• Replaced batteries in UPS power supply
• Install and configure new Cisco switch

Senior IT Support Analyst

• Responded to IT support calls and emails from offsite staff and provided deskside support to HQ.
• Active Directory Administrator created new user accounts, password and login credential management, implementing permission and group policies
• Deployed hardware; configured workstations, cubicles, and offices with requested IT equipment
• Troubleshoot and resolved remote access, mobile devices, and VPN issues
• Provided in-person IT support for all Executive Board meetings and all employees
• Provided Video conferencing, WebEx meetings setups
• Installed approved software on users computers
• Provided IT Asset management/ inventory audits
• Installed Windows updates on all computers
• Migrated the whole office to Windows10
• Deployed Microsoft Patches on all workstations in the office
• Replaced batteries in UPS power supply

Confidential, Washington, DC

Tier 2 IT Support Analyst

• Provided IT support to users in a high-volume call environment as well as provided deskside support.
• Active Directory Administrator created new user accounts, password and login credential management, implementing permission and group policies
• Prioritized support calls based on service level agreements
• Maintained and recorded support issues in Remedy ticketing system.
• Troubleshoot and resolved remote access, mobile devices, and VPN issues
• Provides customer services to support PC-related automated systems, software, and hardware such as Microsoft Office, RSA Tokens, and Webex.
• Provided to training to users on as need basis
• Receives special tasks from Tier 1 Analysts to troubleshoot and resolve issue

Confidential. Washington D.C.

Help Desk Support

• Provided ongoing account management support to over 35 DC DBH certified mental health agencies on the credible iCAMS system.
• Provided onsite technical assistance, troubleshooting and system support to certified provider staff including, but not limited to,: IT Support Staff, Clinical Directors, Social Work Clinicians, and Administrative Front Desk Staff
• Provided training on the iCAMS system to certified providers including, but not limited to, Fully Integrated Community Service Agencies and Partially Integrated Specialty Providers on site, telephonically and through e-mail.
• Successfully handled calls from customers while providing superior customer service by researching and resolving systems related issues; utilized established procedures, iCAMS user manuals, accessed on-line applications and interacted with internal DBH staff.
• Other duties related to logging and tracking productivity using SharePoint, resting passwords, user account management, and other DBH iCAMS network infrastructure.

Confidential, Alexandria, V.A.

Help Desk Support

• Provided support of CAC in a PKI environment. Provided logon support to various DoD sites, as well as, other secure government sites. Provided remote administrative, desktop, and software support using Remote Desktop for over 50 DoD workstations.
• Provided training and support to government customers for hardware, applications, and web-based applications.
• Troubleshot DoD systems such has RAPIDS and DBIDS and resolved VPN connectivity issues. Provided logon support for various DoD and other secure government sites.
• Successfully handled calls from customers while providing superior customer service by researching and resolving systems related issues; utilized established procedures, user manuals, accessed on-line applications and interacted with customers.

Tier 2 IT Support Analyst

• Provided timely and accurate remote support to end users using SSL and eCitrix
• Diagnosed end user issues onsite and/or telephonically while providing in-depth technical analysis of network issues. Provided diagnostic systems support, including but not limited to, troubleshooting and resolving software, hardware, and network issues.
• Provided technical assistance and troubleshooting support for mobile devices, such as cellular devices
• Received special tasks from Tier 1 Analysts to diagnose and resolve issue escalation throughout the internal network.

Confidential, Washington, D.C.

Help Desk Aide/Intern

• Shadowed and assisted a MCSE with Help Desk support for various Congressional offices.
• Assisted in composing support tickets for various technical support calls. Assisted in providing technical support for Microsoft Office to Congressional staffers.
• Assisted in creating, deleting, and adding user accounts on the Congressional Active Directory