PROFILE SUMMARY:

• Highly - experienced Senior Technician, Systems Administrator, and Helpdesk Lead with strong desk side and remote support background. Imaging experience using Ghost and Acronis.
• Skilled in supporting Level 2 and Level 3 escalations for operating systems, application software, and security issues.
• Active Directory and MS Exchange experience; known for swift ability to identify hardware and software issues. Strong background in Enterprise environments.
• Experienced support for Windows 10 and Office 360 migrations.
• Expertise in system architecture, configuration, file system structures, TCP/IP, LAN/WAN, routing, fast Ethernet, and digital security.
• Experience with fiber connected sites.
• Outstanding customer interaction; recognized for the ability to establish rapport with client base and support and lead efforts in professional corporate locations.

COMPUTER SKILLS:

Hardware: Dell/IBM/HP, Desktops, Servers, Laptops, PDAs, Printers, Cell Phones, Tablets, Peripherals, Blackberry, Cisco Switches, Biometric Drive

Networking/Remote Control: LAN/WAN, TCP/IP, Ethernet, Routing, Cisco IOS, VPN clients, RDP 8.2 and experience with other remote desktop control software; GoToMyPC 7.2, RealVNC 5.0, Citrix Xen App 6.5

Software: Active Directory, MS Office Suite and 2013, Office 365, Webroot, McAfee, Norton, GroupWise, SecureDoc, MXI Stealth, Symantec Ghost, Acronis, SafeBoot

Platforms & Systems: Windows XP/2000/NT/Vista/7/8, 10, Red Hat Linux, Novell Open Enterprise Server, Windows Server 2003/2008, MS Exchange Server, MS Windows 7 integration /deployment Ability to design, deploy, test, integrate, upgrade, and support virtual desktop infrastructure images in both lab and production environments.

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Installed Video Surveillance system in Bangui, Central African Republic
• Responsible for potential or desired follow-up services or problem escalation.
• Active Directory - User and Computer updates
• Excellent customer relationship skills.

Confidential

Sr. Migration Technician

Responsibilities:

• Responsible for on-site migrating corporate resources which include hardware, software, and networking products as well as operating systems.
• Windows 7 to 10 OS migration nationwide.
• Responsible for potential or desired follow-up services or problem escalation.
• Active Directory - User and Computer updates
• Fully qualified field engineer.
• Excellent customer relationship skills.
• Level 3 break/fix expertise.

Confidential

Network Engineer

Responsibilities:

• Provide Level 1&2 support for workstation hardware failures, software conflicts, and connectivity issues.
• Monitor and troubleshoot problems to end-users on a network that hosts physical security centric applications and services.
• Configure network components via remote control.
• Configure and troubleshoot printers, scanners, and other peripheral devices.
• Active Directory create and updates to user, computers, and basic AD tasks.
• Use configuration management and ticket processes to document support actions taken.

Confidential

Rapids system Installer

Responsibilities:

• Responsible for on-site installing, maintaining, and repairing multi-vendor systems which include hardware, software, and networking products as well as operating systems.
• Windows 7 to 10 OS migration of the RAPIDS system nationwide.
• Provide customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.
• Responsible for potential or desired follow-up services or problem escalation.
• Active Directory - User and Computer updates
• Fully qualified field engineer.
• Understanding of how to manage a ticket queue in an SLA driven environment.
• Excellent customer relationship skills.
• Level 3 break/fix expertise.

Confidential

Systems Administrator

Responsibilities:

• Image Administrator for all CFTC Windows 7 images used by the Commission.
• SCCM 2007 - Deploy and package applications using SCCM
• Tier III troubleshooting
• Active Directory - User and Computer updates
• Windows 10 migration project team member. I built the image and deployed to the first laptops used in the project.

Confidential

IT Field Technician

Responsibilities:

• Provide all AV/VTC support, Audio Visual Tech II level
• Supported Office365 migration
• Software: NVivo, Math Cad, SPSS, Office 365
• Maintained inventory of assets and imaged computers using KACE (KBOX).
• Coordinated warranty replacement with Dell for assets.
• Open and track trouble tickets, resolve issues, and follow up with end users to ensure continued proper functionality; generate help desk progress/status reports.
• Followed ITIL V3 best practices and gave feedback for continuous process improvement by providing end-to-end perspective on the performance of services and processes. Documented trends that affected targets to identify corrective actions in the improvement process.

Confidential, Washington, DC

Senior Desk Side Engineer

Responsibilities:

• Provided Level 2&3 support for workstation hardware failures, software conflicts, and connectivity issues.
• Troubleshoot Windows problems to end-users on HP workstations and laptops.
• Identified and worked with team members to resolve HSPD-12 card reader fixes that were included in a later image build deployed through Big Fix.
• Customized workstations with video cards and upgraded memory requirements for high-end workstations and laptops.
• Assisted with long-term deployment requirements for customized client image modifications for special Confidential requirements.
• Installed and documented the MS Office 2013 software including image requirements.

Confidential, Washington, DC

Systems Administrator / Senior Desk Side Engineer

Responsibilities:

• Performed 2003/2008 Server Administration, Print Management, and Active Directory updates.
• Administered Symantec Backup Exec 2010. Coordinated offsite shipment and inventory of tapes to Iron Mountain.
• Imaged workstations and laptops, Dell Optiplex and Precision Towers using Acronis 10.
• Researched and prepared application virtualization solution for end-user using Microsoft and VMware software.
• Worked on a team to stand up servers in a test environment with MS Server 2008 R2. Connected the test network to DOC backbone and passed traffic to connected domains.
• Prepared Windows 7 image using USGCB NIST baseline configuration. Deployed and patched the image
• Windows Server Update Service (WSUS) Reviewed and approved updates for deployment throughout the network. I met with team members and reviewed the summaries for all identified updates
• Deployed patches and updates using IBM Big Fix and summarized fixlet message for management review.
• Installed COTS and IG proprietary software from a shared warehouse manually. Prepared standard image with MS Office products and COTS applications. Manually installed specific applications based on user roles.

Confidential, Rockville, MD

Senior/Lead Desk-Side Engineer

Responsibilities:

• Provided Level 2 support for workstation hardware failures, software conflicts, and connectivity issues.
• Opened and tracked trouble tickets in Remedy, resolved issues, and followed up with end users to ensure continued proper functionality; generated help desk progress/status reports.
• Administered loaner laptop program for Research Division with SecureDoc encryption.
• Provided Blackberry support; recovered data and functionalities and troubleshot software/hardware issues.

Confidential, New York, NY

Senior Info Analyst

Responsibilities:

• Maintained legacy systems and Confidential software for the Department.
• Supported department compliance and security efforts.
• Performed role-based security mapping for depository institutions.
• Collaborated with section leaders to review individual unit compliance with the Bank risk assessment matrix.
• Ensure processes and policies related to Confidential (JP Morgan) software modules were in compliance with SOX and COSO Enterprise Risk Management Framework requirements.
• Led the Product Evaluation Team in testing and evaluating Test Partner software (Compuware) for deployment within the Department.
• Tested and assessed scripted procedures as a member of Sarbanes-Oxley (SOX) team.
• Effective team member on multiple ongoing efforts to minimize department expenditures; instrumental in reducing software licensing expenses, collateral support costs, and office IT expenses; together, all efforts realized $2.3M savings over four years.
• Played critical role in converting digital security from Access Control Facility 2 (ACF2) to browser-based role mapping system. Assisted Contingency Team in the crucial role during 9/11; implemented operations move to the backup configuration and testing contingency. The quick action resulted in flawless operations of the global payment system.
• Compiled yearly review for the non-technical staff of operating system changes; tracked fixes identified for high visibility/impact systems.
• An effective member of committee to detect and minimize departmental expenditures (fully implemented in 2005).