Desktop Support Resume Washington, D.C. - Hire IT People

TECHNICAL SKILLS:

Windows, Linux and Mac OS
Windows Servers, Cisco Routers, switches and firewalls
Windows Active Directory
LAN/WAN/VPN technologies
TCP/IP Protocols, network analysis and network/security applications
Packet Analysis (Wireshark, tcpdump)
SIEM and Incident Review (Splunk/Splunk ES)
CA Service Desk Manager, ServiceNow and Remedy Ticketing
Desktop Baseline Assessment Toolkit DBAT, Symantec Endpoint Encryption SEE, SCCM, IBM BigFix and Dameware.
Ability to multi - task, prioritize, manage time effectively and customer service skills

PROFESSIONAL EXPERIENCE:

Confidential, Washington, D.C.

Desktop Support

Provide direct endpoint Desktops, Laptops, Tablets and peripherals support to over 10,000 users
Administer User and Workstation accounts in Active Directory.
Install and Configure Symantec Endpoint Encryption (SEE).
Administer SEE Console.
Image and Deploy Laptops and PC’s.
Backup and Restore users’ data.
Client Side VPN Support (Cisco).
Client Side Citrix Support.
Register user PIV card with on GFE device and publish digital certificates.
Comprehensive Technical Support and documentation
Provide IT Support for Conference Center.
Work closely with Federal IT Team Leads to assist with software and hardware compatibility issues.
COTS and Proprietary Application support.
Troubleshoot all IT related peripheral devices.
Work closely with other internal parties (Server/Network teams) for timely problem resolution.
Assist users in person or remotely using common Remote Desktop tools.
Work with external vendors to facilitate device repair.
Assist with IT inventory tracking (Asset Management).

Confidential, Maryland

Desktop Analyst

Provided direct endpoint Desktops, Laptops, Tablets and peripherals support
Supporting over 150 users & on average answering 30 IT calls a day.
Support users through installation, configuration, troubleshooting of computer hardware, operating systems, network configurations and software.
Implementing Active Directory attributes, Group Policies Analysis and GPO Configuration
Troubleshooting network issues relating to DNS and TCP/IP issues
Re-image corrupt workstations with Norton Ghost software and Deploy windows patches to desktop.
Troubleshoot, diagnose, resolve hardware and software issues and document technical service requests.

Confidential, Bowie, MD

Help Desk Analyst (Intern)

Acting as the first point of contact for all IT & technical queries
R esponsible for diagnosing & resolving hardware, software & end users problems.
Installation and configuration of Microsoft Office, email accounts and shared resources.
Performed complex implementation and maintenance tasks on the LAN/WAN.
Providing daily operational support and system administration for core network infrastructure.
Supporting windows desktop technologies.
Worked with Remedy ticketing system and resolved tickets ranging from P1 to P4

Confidential, Washington DC

Computer Lab Support

Provided helpdesk support to staffs and students at the computer lab and office on the LAN environment.
Resolve hardware and software issues by identifying, evaluating and deploying windows patches to desktop
Network experience with trouble tickets application to troubleshoot, identify and resolve problems.
Administer antivirus, remove cookies and apply spam blocking solution by using Norton Symantec anti-virus, Ad ware and spybot search and destroy spyware software against attacks
Update windows with windows patches using Windows Baseline Security Analyzer (WBSA) tool to deploy windows updates on the desktops weekly.
Providing on-site proactive desktop/network maintenance and break/fix troubleshooting support to users.