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Department Of Homeland Security Resume

PROFESSIONAL EXPERIENCE:

Confidential

Department of Homeland Security

  • Responsible for the full ITSAM lifecycle management of all USCIS/DHS software assets.
  • Collaborate with other task areas within the contract to ensure the Software Management related processes are being adhered to and the USCIS/DHS is complying.
  • Drive process improvements with IT Software Asset Management best practices and automation.
  • Monitor software / license key usage to reduce risk of noncompliance.
  • Coordinate with procurement / purchasing for the receipt of all software assets.
  • Update and maintain the Software Vendor Media folder/drive for software assets.
  • Maintain accurate Asset Information Repository/ Software Processing Logs, Master Sheet for large licensed purchases as well for all software assets.
  • Maintain current record processes to ensure data integrity and process compliance in software asset management. (Software Processing Logs, Master License Sheets, Software Approval Listings, and VCAB/GTCAB ISD Security Reviews)
  • Respond to requests from end users, managers, developers, and team members for specific IT Asset
  • Management data information using Service Now as primary tool.
  • Regular purchasing requests and report mediation between DHS and vendors.
  • Responsible for Service Now ticket assignments and administration of the ticketing queue.

Help Desk Technician

Confidential

  • Serving as the first point of contact for customers seeking technical assistance over the phone or email
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions
  • Determining the best solution based on the issue and details provided by customers
  • Assist customer through the problem - solving process
  • Assign unresolved issues to the next level of support personnel
  • Enter accurate information on IT products or services Record events and problems and their resolution in logs
  • Follow-up and updating customer on the status and information of open in progress incidents
  • Remedy used to report and detail issues with tickets reported via email and phone

IT Coordinator Tier II

Confidential

  • Supports and maintains end-user computing and technical environment.
  • Re-image and configures new hardware to Windows 7/64 and now Windows 10/64.
  • Reviews and addresses virus alerts from tickets from OIS or reported issues via client.
  • Install and troubleshoots programs which includes Windows and Vendor system patches, performing diagnostic tests, and monitor as well as report any issue within the Confidential IT environment that may become global issues. Basic Troubleshooting of MAC/Apples (Marketing and Graphics Teams)
  • Assist in creating technical emails or letters in relation to fixes and updates that have been tested and verified useable in Windows 7 and Windows 10 environment.
  • Created or assisted in editing technical instructions for global technical fixes as well as proofreading potential 3rd party vendor installations to Confidential machines.
  • Receives assigned tickets from the Remedy Workgroup Coordinator using the Remedy Help Desk system.
  • Responds to and resolves incidents within agreed SLA time.
  • Continuously updates any progress to clients and updates the tickets work within the Remedy system.
  • Assisted in installation and updating of Bloomberg terminals and setup of upgrade to Windows 10 environment for terminal program
  • Web based sharing tools - WebEx and Adobe Connect Now
  • Troubleshoots, provides optional workarounds, and any permanent fixes to issues reported by the end user environment.
  • Provide technical solutions to imaging and post-install issues working with other departments to locate the root problem, test it and resolve it as soon as possible.
  • Update asset management which includes the update of all asset information to PCIM shared database, take responsibility that all updates or changes within PCIM are accurate and the full reporting of the asset and client identification in the system is reliable.
  • Assisted in completion of the MC7-Hoteling machines to show 8GB of RAM increase for eventual upgrade to Windows 10/64 (ED10). Had positive feedback from IS location on my technical and customer skills to which I reported to my contracting and Confidential Managers.
  • Asset Management of all IT hardware from purchasing with vendor, receiving, pre-deploy to stock or full deploy and replacement of existing laptops and desktops.

Operations and Technical Support

Confidential

  • Taking calls from users and providing Tier 1/2 technical support or advice.
  • Performed problem analysis/detection/resolution Provided general system and software user support.
  • Operate and Support within the MS Windows 7 operating environment with MS Office 2007/2010.
  • Repair PCs and peripheral equipment and maintain software.
  • System moves, removals and deployments within the Commission.
  • System builds per specific request forms from either imaging using Ghost or using images created from a daily updated master image. (Non Dev Image, Dev Image, Desktop or Laptop Images, Network or Non Networked Images).
  • Install/configure hardware and software to include desktop computers, monitors, scanners, printers, and laptops - Pre-build to deployment phase. Install new equipment and preparation of old equipment for surplus per Tier 1/2 issues.
  • Inventory / Asset management of all incoming, shipped and deployed IT peripheral.

IT Support Tier II

Modis

  • Supports and maintains end-user computing and technical environment.
  • Re-image and configures new hardware to Windows 7/32 from legacy Windows Vista-32.
  • Reviews and addresses virus alerts from tickets from morning email reports or reported issues via client.
  • Install and troubleshoots programs which includes Windows and Vendor system patches, performing diagnostic tests, and monitor as well as report any issue within the Confidential IT environment that may become global issues.
  • Remedy Work Group Coordinator, assigned tickets to available support personnel using the Remedy Help Desk system. Responds to and resolves incidents within agreed SLA time. Continuously updates any progress to clients and updates the tickets work within the Remedy system. Troubleshoots, provides optional workarounds, and any permanent fixes to issues reported by the end user environment.
  • Provide technical solutions to imaging and post-install issues working with other departments to locate the root problem, test it and resolve it as soon as possible.
  • Update asset management which includes the update of all asset information to PCIM shared database, take responsibility that all updates or changes within PCIM are accurate and the full reporting of the asset and client identification in the system is reliable.
  • Asset Management of all IT hardware from purchasing with vendor, receiving, pre-deploy to stock or full deploy and replacement of existing laptops and desktops.

Junior Systems Administrator

Confidential

  • Maintained Windows XP and Windows 7 machines.
  • Provided end-user support, resolving technical issues and provides technical assistance for Windows based systems (XP, Windows 7)
  • Provided remote support through GoToPC and PC Anywhere remote access programs.
  • Set up new hires with equipment and appropriate access to the company’s system via Active Directory via creating, modifying user accounts and deploying the proper group policy
  • Maintenance of the Windows OS via Windows updates including Office 2000 and Office 2010 maintaining application updates and deployment / install of patches
  • Implements, installs, configures, monitors, trouble shoots and evaluates company OS images such as Management, Developers, Administrators, and Telecom Engineers
  • Directed temporary contractors or technicians involved in diagnosing and correcting systems related failures and performing system management and determines logical solutions
  • Assisted in IMACs
  • Inventory management of all PC (laptop / desktops), printers, monitors.
  • Assisted network Administrators and Engineers with testing upcoming patches prior to deployment.
  • Assisted in shipping, receiving and inventory of IT machines and peripherals as well as kept track of all known purchased software that required licenses to operate.

Systems Support Engineer

Confidential

  • Maintained optimal level of customer satisfaction and identify all customer issues and recommend appropriate resolution for same.
  • Assisted to install all hardware on systems provide required upgrades and manage all change orders and provide technical expertise for all manual product processes.
  • Provided product support to all systems and manage all requests for systems and assist to resolve all issues and perform regular troubleshoot on all network issues and analyze all system logs.
  • Installed all internal resources and analyze all software to ensure smooth working. (Windows XP and MS Office 2000 to all internal clients at HQ, Alexandria Center, Woodbridge Center, Fairfax Imaging Centers.
  • Maintained all functional documents and respond to all customer requests and manage efficient operation of all internal systems.
  • Administered all installation and maintenance of all system to all internal clients at HQ, Alexandria Center, Woodbridge Center, Fairfax Imaging Centers.
  • Provided support to all help desk operations and manage all products according to customer requirements and provide support to all internal clients at HQ, Alexandria Center, Woodbridge Center, Fairfax Imaging Centers.

PC Deployment Technician / Desktop Support Technician

Confidential

  • Assisted staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines. (INOVA Health Systems)
  • Train and guide staff hardware and software usage. (NSWC Carderock / INOVA Health Systems)
  • Participate in important technological department projects and perform problem diagnosis of network and desktop environment under IT Management direction. (Hand Held Diagnostic Label Printers) - (INOVA Health Systems)
  • Update and maintain computer inventory and surplus equipment through Service Now. (NSWC Carderock / INOVA Health Systems)
  • Maintain and resolve issues on LAN/WAN, Desk Phones, Biometric, Video systems and other desktop related peripherals equipment (keyboard, mouse, printer connections) - (INOVA Health Systems)
  • Ensure desktop computers interconnect seamlessly with diverse systems. (MS Office, INOVA Medipac Systems)
  • Maintain passwords, data integrity and file system security for computing environment.
  • Identify and repair hardware and network connectivity issues. - (NSWC Carderock / INOVA Health Systems)
  • Establish VPN access for all remote users. (Citrix and Cisco VPN) (INOVA Health Systems)
  • Assist in technical upgrading and maintaining of entire desktop systems. (Windows 2000, Windows XP) - (NSWC Carderock / INOVA Health Systems)

TECHNICAL SKILLS

Side Desktop Support, Remedy, Active Directory, SCCM, Windows Service Center, Windows 7, Windows 10, Office 365, Cisco AnyConnect / VPN, Service Now, Lotus Notes 8.5.2, Office 2013, 2016., Ghost / Acronis Image Programs, Purchasing (Hardware, IT Peripherals, Software), Team Lead Experience, Customer Service, Remote Access Programs (GoToPC, PC Anywhere), Basic System Troubleshooting (Apple/MACS, IPhones, IPADS)

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