SUMMARY:

• Innovative, hard - working and reliable skilled Network system Administrative and Support Services Professional known for precision, attention to detail and timeliness.
• Analytical thinker, consistently resolving ongoing issues, often called upon to consult on problems that have eluded resolution by others.
• Extensive exposure to a comprehensive range of team activities, thrive on working in challenging environment.
• Demonstrated problem analysis/ resolution skills, ability to troubleshoot, solve problems quickly & completely.
• Excellent client management skills innate ability to build strong, lasting and mutually beneficial relationships.

KEY SKILLS:

• World-Class Customer Service
• Troubleshooting/Problem Solving
• Database Design & Management
• Workflow Planning
• Productivity Software
• Strong understanding of TCP/IP
• Office 365
• Microsoft Word, Excel, Access, Visio
• Network Development
• Data Migrations
• Project Management
• Technical/User Support
• Phone and Email Support
• LAN/WAN/NOC Administration
• Systems Installation, Configuration & Upgrading
• Security Solutions
• GUI Applications
• Remote Access
• Windows 07/08/10
• Active Directory Services

TECHNOLOGY SUMMARY:

MS Office (Word, Excel, Outlook, PowerPoint) SQL Windows (all) Adobe Photoshop Visual Basic, C++, Intro Programming GUI Applications Cisco Router TCP/IP/LAN/WAN Remote Access Firewall, VPN, ADS

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Technical Support Specialist

Responsibilities:

• Service documentation & tracking through Service Manager ticketing system
• Respond to IT service requests from Confidential offices, as well as the Confidential while insuring that Confidential Confidential policies and standards are maintained and contractual Service Level Agreements are met in a timely manner.
• Problem diagnosis, equipment services, component replacement or repair of Compaq Proliant Servers, RAID disk arrays, backup tape drives, uninterruptible power supplies, Compaq/HP desktop & tower PC’s various laptops & docking stations, desktop scanners, monitors, and wireless components.
• Diagnose and resolve network issues and Microsoft application problems.
• Utility applications include Ghost Imaging/cloning software.
• Data Migrations
• Install Air watch application on IPhone
• Assemble & Disassemble Workstations
• Conducted the planning, research, testing, configuration, licensing, and installation of HW/SW systems on Windows PC
• Diagnosed and resolved PC problems and software issues.
• Tracked assets and incidents using a manual logging system.

Confidential, Washington, DC

Technical Support Specialist

Responsibilities:

• Manage front desk processes and procedures
• Monitor the Service Desk ticketing system (Blackboard Ticketing System) distribute tickets, grab, and enter tickets in the Service Desk Que.
• Supports, monitors, testes, and troubleshoots hardware and software problems pertaining to LAN.
• Installs and configures workstations, software and telephone services.
• Demonstrated mastery of the Technology Services Service Desk core knowledge set.
• Troubleshoot campus technology problems and requests received through designated channels.
• Provide timely resolution to common technical questions and problems.
• Write and maintain procedural or technical documentation for the user community, & internal documentation for the Service Desk.
• Receive, track and complete IT service requests according to established procedures.
• Provide, support for LAN-based technology and classroom technology.
• Create, change, and delete user accounts per request in AD.

Confidential, Washington, DC

Technical Support Analyst

Responsibilities:

• Monitor the Help Desk phone, respond to support tickets), taking messages, entering tickets in the Help Desk system (BMC Remedy ticketing systems).
• Monitor the Help Desk Queue by assigning tickets, respond tickets, reporting urgent requests and responding to tickets that follow-up.
• Provide assistance to setting up and supporting online meetings, using Adobe Connect, GoToMeeting, Go to Webinar, and Skype for Business.
• Manage user accounts and access to network resources, reset passwords and access permissions on demand.
• Avaya Phone system setup
• Update and manage printer drivers installed on printer servers
• Provide administrative and technical help on other IT projects
• System Imaging, disk wiping, Ran security updates, set up desktops and printers, laptop configurations
• Follow up on escalations and issues with clients and vendors.
• Assisted Senior Project Analyst with efficiency and consistency of reporting by creating a series of Excel VBA tools that allowed users to switch between multiple datasets while preserving complex pivot tables and other formatting.

Confidential, Vienna, VA

System Analyst/ Project Coordinator

Responsibilities:

• Worked as an IT project assistant manager collecting information, analyzing, designing local area network.
• Built local network, Installing and configuring workstations, servers.
• Installed networking services and protocols in Windows Server 2012.
• Implemented network security tools for server and clients.
• Installed Remote Access services, configured VPN and Routing in Windows.
• Applied security components Using Windows including NAT, PAT, Routing, and RAS.
• Worked with virtual Servers and clients using VMWARE and Microsoft Virtual PC
• Configured firewall in Cisco Router, created VLAN using Cisco Catalysts.
• Worked on various program utilities to perform tasks using Visual Basic, HTML, VB Script and Javascript
• Create Documents for SOP and excel spreadsheets using Macros functionalities for reports to assist with SLA.
• Assisted Project Manager with Change management processes to meet the project goals.

Confidential, Springfield, VA

Desktop Support Analyst

Responsibilities:

• Built client server model, Active Directory Services.
• Troubleshot, diagnosed and corrected internet connectivity and computer issues via phone or in person
• Assisted customers with setting up, configuring and installing LAN/WAN, Macintosh, Windows.XP/ME/2000/NT/98.
• Effectively learned and did help desk tracking systems handled final call resolutions with minimum to no escalations.
• Configured Networking devices installing workstations and server, network laptops and desktops using DSL networking modems, wireless cards, and USB adapters.
• Downloaded and installed USB and Ethernet drivers for internet connectivity.
• Configure routers and switches.
• Created Excel spreadsheets using Macros for reoccurring databases for reports
• Configure Windows VPN Server and VPN Client.

Confidential, Alexandria, VA

Administrative Coordinator

Responsibilities:

• Reviewed all GSA & Non-government contracts for accuracy.
• Processed all Confidential contracts; calculated all system orders, entered sales reps code to ensured payroll for all salesmen, prepared requests for write-offs, cancellations & reclassifications.
• Processed Invoices and send for payments.
• Knowledge of security systems, monitoring/maintenance and requirements for payment of various federal government agencies.
• Managed all tax exemptions pertinent to all state and federal contracts.
• Updated GSA sales records & delivered complete and accurate job packages to field offices.
• Maintained accurate data and control logs using the accounts list, ensured reports and invoices are distributed to correct account administrator for further handling, data entry & filing.