SUMMARY:

• Over ten years of experience in Information Systems area specializing in Help Desk & Hardware Support
• Expert knowledge in Peer - to-Peer User Group support and escalation Resolution.
• Extensive experience in Internal/External Customer Service
• Work well with group but can also work independently.
• Excellent Communication and Technical Troubleshooting Skills
• Expert in computer systems, PC's, remote software, conference room AV/Video Conf equipment and applications.
• Experienced in monitoring and tracking tickets to ensure that service levels are met and high quality customer service is maintained.
• Good organizational, analytical & multitasking skills in cross-functional teams.
• Strong client focus.
• Lead in technical projects to improve performance and business functionality.

TECHNICAL SKILLS:

Operating Systems: Microsoft Windows 98, 2000, 2003, 2012 R2 Servers, XP, Vista, Win 7, Win 8 and Win10

Application Software: MS FrontPage 2000/2003, Norton Antivirus, Microsoft Office Suite 97/2000/2003 , Adobe Products, Remote Desktop, Active Card Reader, Blackberry Software, Palm Software

Email Systems: Active Directory Microsoft Exchange 5.5/2000/2003 , Outlook 97, 98, 2000/2003, Outlook Web Access

Protocols/Topologies: VPN, DNS, TCP/IP, DHCP

Hardware: Servers, Routers, switches Course Completions DCSE, HDI course, A+ course

WORK EXPERIENCE:

Confidential

IT Helpdesk Specialist

Responsibilities:

• Active Directory (ADManger Plus), create user, reset password, unlock account etc.
• Ghosting / Reimaging PCs ( Confidential 2014)
• Monitor WSUS (patching Windows Server Update Services)
• Reimage using SCCM and configure New IBM, Thinkpad, Dell Desktops and notebooks
• Monitor and also Deploy remotely antivirus program SEPM.
• Solving Tickets by call or email and hands-on (Spiceworks)
• Patch and Trace Network Cables using cable management (1U, 2U, and Toner).
• Troubleshoot Network issue by pinging IP addresses.
• Monitor, lock, and trace Mobile Devices using Cisco Meraki Systems Manager.

Confidential

IT Helpdesk Specialist

Responsibilities:

• Active Directory (ADManger Plus), create user, reset password, unlock account etc.
• Have excellent skills in wiping internal HD and disposing Old PCs like Confidential and Dell laptops.
• Monitor and solve for Users issues and concerns, Ticket systems using application “Web helpdesk”
• Reimage using SCCM and configure New IBM, Dell Desktops and notebooks
• Troubleshoot hardware/software/network issues, including VPN
• Monitor servers by remote desktop connections. (Goto Assist, Webex, TeamViewer etc.)
• Optimize desktops and servers and manage company data.
• Outlook 2010, 2007 Management console, mange email accounts, add distro groups etc.
• Troubleshoot, install/uninstall software like office 2010, 2016 or 365 suites, hardware printers etc.
• Setup account and update software for mobile devices like BlackBerry, iPhone and iPad etc.

Confidential

Freelancer IT Support Tech

Responsibilities:

• Active Directory (Windows 2003), create user, reset password etc.
• Optimize desktops and servers and manage company data.
• Outlook 2010, 2007 Management console, mange email accounts, add distro groups etc.
• Troubleshoot, install software, hardware printers etc.

Senior Deskside Engineer

Confidential, Washington, DC

Responsibilities:

• Monitor/troubleshoot current reports of computer viruses to determine when to update virus protection systems.
• Update CMDB for inventory management and solve related tickets on Service Now, Remedy software.
• Have basic knowledge of ITIL (ITSM) which helps in business improvements.
• Implement, Install/Uninstall, troubleshoot Software Programs like MS office 2016 suite, Office 365, Adobe suite, VDI programs etc.
• Guide and Monitor Level 1 techs, and support them with advanced troubleshooting.
• Modify computer security files to in corporate new software, correct errors, or change individual access status.
• Troubleshoot printers like, Xerox Phaser, Canon IP100, (local and Network) etc.
• Create tickets and solve/troubleshoot at remedy and Service Now.
• Troubleshoot /install Bitlocker, encryption for security policy, using apps like Sophos Safeguard Clint.
• Have knowledge about Trusted Platform Module (TPM) to reset, change password and clear TPM.
• Reset create account/password on AD and configure OU
• Respond professionally to users with computer and network problems.
• Have basic knowledge on SCCM 2012 R2
• Image/refresh MAC machines using Casper Imaging 9.9
• Troubleshoot MAC pcs using sudo commands in Terminal
• Create new email, Delete, Troeubleshoot, Reset password on Office 365, MS Exchange Server for users email account.
• Backup and restore files for MAC using pier-to-pier Thunderbolt cable.
• Backup and restore files using USMT scripting application.
• Troubleshoot users issue by remote in their pc using Bomgar. GoTo Assist, TeamViewer etc.

Confidential

Senior Systems Analyst & Engineer / IT Security Manager

Responsibilities:

• Train users and promote security awareness to ensure system security and to improve server and network efficiency.
• Develop plans to safeguard computer files against accidental or unauthorized modification, destruction, or disclosure and to meet emergency data processing needs.
• Confer with users to discuss issues such as computer data access needs, security violations, and programming changes.
• Monitor current reports of computer viruses to determine when to update virus protection systems.
• Monitor email account on MS Exchange Server and office 365, for resetting password, create new account troubleshooting etc.
• Used Barracuda server tool, to troubleshoot or edit Spam Filter for users email account.
• Modify computer security files to in corporate new software, correct errors, or change individual access status.
• Coordinate implementation of computer system plan with establishment personnel and outside vendors.
• Coordinated the various tasks of system development - Planning, designing, and integration (including formal testing) and oversaw full transition into production.
• Worked on various third-party system components and in areas such as: Development, migration, engineering, pre-sales, production, QA, operations and product management.
• Deployed Microsoft Patches includes Security Updates and SCEP through SCCM 2012 R2
• Managed system configuration and its documentation to make sure planning and execution were run efficiently.
• Selected Performance on System Integration: Automated system monitoring tasks using standard observation tools.
• Worked closely with multiple partners to support product integration. Assisted in web-product deployment and internal documentation (diagrams and configuration notes).
• Was responsible for standard automatic monitoring and supervised corporate systems (examples here) and support services.
• Created schedules and prepared internal and data-system reports for backup management.

Confidential

Responsibilities:

• Respond to clients with computer and network problems.
• Fix and upgrade computer hardware and software on OS like win7 and win8.
• Monitor servers by remote desktop connections. (Goto Assist, Webex, etc.)
• Install and remove software and programs.
• Optimize and configure machines like Dell, Confidential, IBM, Lenevo etc.
• Create and delete account and reset Password through active directory (AD)
• Setup wireless access points like Linksys routers.

Confidential

Responsibilities:

• Remote Assistance, troubleshoot (GotoAssist)
• Optimize laptops like Lenevo thinkpad, T420s T510s, Confidential elite 745 G3 etc.
• Outlook 2010, 2007 Management console, mange email accounts, add distro groups etc. iPhone user setup, outlook sync, troubleshoot
• Troubleshoot software issues like Aires, SAP, Adobe, pdf995 and other apps at CU online.
• Troubleshoot printers like, Xerox Pahser, Canon IP100 etc.
• Monitor email account on Exchange Server and office 365, for resetting password, troubleshooting etc.

Confidential

Responsibilities:

• Active Directory (Wndows 2003), create user, reset password etc.
• Remote Assistance, troubleshoot (Webex, VNC, RDP, Logmein, GotoAssist)
• Optimize desktops and servers and manage Solarwinds and sharepoints.
• Outlook 2010, 2007 Management console, mange email accounts, add distro groups etc.
• Edit cloud computing like MS 365 (online based emails)
• Monitor and edit email account using MS Exchange Server 2006. (troubleshoot)
• Also Used Barracuda server for troubleshooting Spam Filter.
• Virtualization, P2V (Migrate of an OS’s data, program from main HD to virtual machine)

Confidential

Responsibilities:

• Provided desktop computer support.
• Fixed computer related problems including networking (wireless and LAN).
• Deintasll network Printers (Lexmark) and servers like Confidential G6 moels.
• Installed new computer hardware and software.

Confidential

Network Specialist

Responsibilities:

• Reimage or ghosting and upgrade New IBM, Dell Desktops and notebooks
• Troubleshoot hardware/software/network issues
• Install and implement Cisco routers and switches.
• Install and configure Network Optical Circuits like OC3, OC12, OC48
• Monitoring for Confidential users, CISCO Network Access Control (NAC)
• Encrypt data files for the Confidential users
• Set up bit locker security for Confidential users (PointSec)
• Optimizing the machines for better performance
• Solve tickets by phone calls or emailing systems. (service center)
• Backup files from outlook like .pst files and nk2 files and other important local document files.
• Connect or activate Network ports for new user.
• Create new account for user at Active Directory (Windows XP, 2007)

Confidential, Rockville, MD

PC Technician

Responsibilities:

• Reimage or ghosting and upgrade New IBM, Dell Desktops and notebooks
• Troubleshoot hardware/software/network issues
• Encrypt data files for the Confidential users (PointSec)
• Optimizing the machines for better performance
• Solve tickets by phone calls or emailing systems.

Confidential, Silver Spring, MD

Helpdesk Specialist

Responsibilities:

• Monitor Network Servers and folders.
• Create user profiles at Active Directory and Microsoft Exchange Console.
• Imaging (ghosting) PC and laptops.
• Install/Uninstall programs like Norton Security, Office 2007 etc.
• Upgrade memory(RAM) and hard drives (IDE, SATA)
• Ping: network servers, printers to find IP addresses and testing
• Track and solve tickets on Parature.com
• Used toner for Phone System to locate telephone ports (Sx 2000).
• Set up conference room with digital projector and cables like VGA, DVI.Design, fabrication and evaluation of ZnO nanosensors and nano UV photodetectors.
• Setup wireless routers and hubs (Linksys, Netgear).

Confidential, Silver Spring, MD

Network Administrator

Responsibilities:

• Monitor servers and reset services at MMC.
• Update programs and software.
• Ping websites and static IP address.
• Trace web page, image files etc.
• Ghosting and optimizing machines.
• Create data backup files and sometimes restore files.

Confidential

Helpdesk Support

Responsibilities:

• Fix and upgrade computer hardware and software.
• Keep track of tickets (OTRS).
• Respond to clients with computer and network problems.
• Monitor servers by remote desktop connections.
• Install and remove software and programs.
• Optimize and configure machines like Dell, Confidential, Emachine etc.
• Create and delete account through active directory (AD)
• Setup wireless access points like Linksys routers.
• Monitor email account on Exchange Server and office 365, for resetting password, troubleshooting etc.