SUMMARY:

• Information Technology Professional with more than 18 years of experience.
• Extensive knowledge in systems hardware, software, installation, service concepts and troubleshooting with an increasing and applicable knowledge in Network Security.
• Provided Tech Support while at Department of Justice, Confidential, Department of Defense and Confidential .
• Experienced knowledge of Active Directory, Ticketing systems (Remedy, Heat, Magic), and Windows 10.
• Acknowledged for being a dedicated team player and leader; able to work in a diverse, multicultural environment; proficient in multitasking and handling several tasks under time constraints; and dedicated to building trust and rapport to increase efficiency and reduce cost.

TECHNICAL SKILLS:

Active Directory, CA Tools, Oracle, Novell Net - Admin, Novell 6.1(Zen works) Novell Console One, Safe Boot Encryption, PGP and Sophos safeguard disk encrypting, Win-Install Agent, Avaya Call Pilot, VOIP, ActivClient Agent (Smart card), Right Fax, Exchange Servers, MS Visio, SQL Server, MS project, ITSM, Remedy, Magic, Heat, Track-IT, Footprint, ServiceNow, CITRIX, CISCO VPN, SMS Client, Symantec (Altiris) Deployment Solution 7.5, PC-Anywhere, Fiber link, IBM Tivoli, Dame-Ware, LogMeIn Rescue, Bomgar, LANDesk, Adobe Suite, Symantec, Trend Micro, McAfee Antivirus, Microsoft Office 2000/2003/2007/2010 , Office 365, Windows XP/2000/7/2010, Windows Server 2008 R2. Lotus Notes 8, M-Notes, Norton Ghost.

PROFESSIONAL EXPERIENCE:

Confidential, Bethesda, MD

Support Specialist

• Software Support Specialist for the AARP Windows Migration.
• IT Asset Manager for software licenses and inventory
• Provided remote installation for any additional software request after Win 10 Migration.
• Managing Adobe Cloud Subscription via Adobe Portal.
• Updated asset management system to reflect assets lifecycle.
• Troubleshoot application issues and involve external vendors as necessary to resolve any issues.
• Worked with clients to understand and define needs and develop and recommend solutions.
• Managed vendor relations related to IT asset management.
• Tracked each assets complete life cycle that shall include but not be limited initial requisition, inventory and tracking processes.

Confidential, Columbia, MD

Desktop Support

• Worked as a Desktop at Confidential .
• Provided in-person and remote technical support.
• Provided installation, repair, preventive maintenance, troubleshooting, upgrades, modifications and enhancements to individual workstations.
• Performed Windows 10 migration from Windows 7
• Deployed Avaya VOIP phones to replace old phones
• Troubleshoot issues with standard software, and 3 rd Party applications
• Performed daily and weekly backups with Backup Exec 2010
• Deployed software package via SCCM to computers in the WM Network.

Confidential, Chevy Chase, MD

Desktop Support

• Worked on a project providing support for Pacific Western Bank.
• Migrated Avaya Call Pilot to Avaya Aura Messaging system.
• Interacted effectively and directly with the user to resolve technical issues .
• Upgraded Citrix NetScaler Gateway to Cisco VPN.
• Responded to requests originated by telephone and email.
• Installed, upgraded and configured MS Lync
• Performed hardware diagnostics and coordinates repairs in house or with vendors.
• Performed Laptop refresh which consists of scheduling installation with the user, copying data from the old device to the new device, setting up user environment.

Confidential, Linthicum, MD

Network Support Tech 3

• Provided Tier II support for Northrop Confidential .
• Worked directly with the user to resolve technical issues .
• Troubleshoot issues with Sophos safeguard disk encryption software.
• Troubleshoot printer connectivity and functionality issue.
• Assisted users and troubleshoot/resolve ActivClient issues.
• Used Symantec ( Altiris ) Deployment Solution 75 to deploy applications.
• Responded to requests originated by telephone, web-based portals and email.
• Performed hardware diagnostics and coordinates repairs in house or with vendors.
• Troubleshoot internal application and major applications.

Confidential, Washington DC

IT Specialist

• Provided Tier II support at the Confidential .
• Installed and configured workstation according to standardized specifications.
• Troubleshoot issues with Guardian Edge encryption software.
• Responsible for building and maintaining desktop/laptop images via Norton Ghost.
• Performed hardware diagnostics and coordinated Desktop and Laptop repairs in house or with vendors.
• Troubleshoot Citrix issues for our remote users.
• Troubleshoot internal application and major applications like Microsoft Office and Adobe Suites.
• Account creation, and modifying in CA Tools.
• Managed inventory of all equipment such as laptops, desktops, printers, and Mobile Devices.
• Installed, upgraded and configured CISCO VOIP Messaging.

Confidential, Washington, DC

VIP IT Support

• Provided Tier II support for VIP customers at the USDA
• Managed user accounts and issues within an Active Directory environment;
• Troubleshoot issues with Cisco VPN connectivity;
• Install/configure/troubleshoot ActivClient CAC authentication for Windows login
• Setup and troubleshoot Blackberry issue;
• Configured and Setup PC's and laptops;
• Installed the remote access client on laptops for travel and home use;
• Provided a component replacement for hardware on workstations, laptop, and printers;

Confidential , Suitland, MD

IT Specialist

• Interacted with management on matters concerning several functional areas and/or customers;
• Maintained SLA standards for all Remedy tickets in the queue;
• Setup Presentation/ audiovisual/telecom conferences for meetings
• Managed user accounts and issues within an Active Directory environment;
• Attended training seminars to broaden knowledge of current and future technologies.
• Setup and troubleshoot Blackberry issues through the Blackberry Enterprise Server

Confidential, Washington, DC

• Configured and Setup PC's and laptops using ghost image;
• Installed the remote access client on laptops for travel and home use;
• Provided Lotus notes support, troubleshooting and prepared archive DVD for users;
• Facilitated preparation for videoconferences;
• Managed Active Directory to ensure proper organization of groups and user objects
• Assisted managers in determining training needs and equipment requirements;
• Provided a component replacement for hardware on workstations, laptop, and printers;

Confidential, Atlanta, GA

Support Analyst

• Provided users with technical advice and assistance when needed;
• Applied appropriate security patches and upgrades;
• Assisted users with basic Avaya/Cisco-based VOIP phone issues;
• Managed user accounts and issues Active Directory environment;
• Purchased software licensing and tracked licensing compliance;
• Setup and troubleshoot Blackberry issues through the Blackberry Enterprise Server
• Managed the RSA user and security access list.

Confidential

Desktop Analyst

• Provided on-site and remote technical assistance to offices, such as upgrades and troubleshooting.
• Worked at U.S. Environmental Protection Agency, Atlanta, GA and General Service Administration, Crystal City VA
• Conducted PC/Laptop setup and configuration;
• Assisted with Technical support for Voice and Video conferencing;
• Diagnosed and troubleshoot network and Local printing cases;
• Identified Hardware/Software malfunctions, and took appropriate actions to remedy the situations;
• Analyzed lotus notes issues such as achieving and missing Bookmarks;
• Setup and troubleshoot Blackberry issues.
• Aided with antivirus and Spyware Management.

Confidential, Washington DC

Desktop Specialist

• Maintained user accounts in Active Directory;
• Assisted user with PST files and PAB files in Outlook Email client;
• Configured Blackberry or other PDA devices on the appropriate server with CAC sled
• Executed PC setup and provided hardware break-fix services for laptop, desktop, and printers;
• Identified Hardware/Software malfunctions, and took appropriate actions to remedy the situations;
• Maintained hardware and software inventory.

Confidential

Desktop Tech Support

• Ensured all calls are properly logged, documented, escalated and closed out;
• Participated in Windows XP and Microsoft Office suites migrations and deployments;
• Maintained the flow of generated tickets and phone calls daily;
• Provided support to local and remote users;
• Identified Hardware/Software malfunctions, and took appropriate actions to remedy the situations;
• Installed, configured, maintained, and supported network connectivity.
• Provided hardware break-fix services for laptop, desktop, printers, and scanners.