SUMMARY:

• I am seeking a position that will provide me with an opportunity to grow with your company while being challenged daily.

PROFESSIONAL EXPERIENCE:

Confidential

Information Systems Analyst

• Implement and Manage Knowledge Base system that stores all articles for users and tech on Break - Fix and How-Tos
• Assist in testing or providing technical advice about new technology, including evaluation of new or upgraded software to determine usefulness to the County
• Host Workshops to introduce new hardware or software that will be deployed within the county.
• Act as on site support during After Hours County Board meetings
• Image, deploy and troubleshoot Windows 7, 8, and 10 desktops, laptops, and tablets
• Provide advanced technical support for mobile devices
• Service/Support request entry via an incident/request tracking system
• Install and troubleshoot Microsoft Office 2016 applications
• Assist with resolving MS 0365 related issues
• Modify user accounts, computer accounts, and group accounts in Microsoft Active Directory
• Experience in Bit Locker - Used to unlock Mobile Devices
• Use GoToAssist, LogMeIn, and Remote Desktop to remotely access systems to resolve reported issues
• Provide technical support to internal customers needing assistance with account administration (Password resets and account unlocks)
• Distribution of Hardware and Software
• Work closely with application and infrastructure teams to manage support activities for deployments
• Receive and resolve Tier2 application problems for users requiring analysis, application of multiple technical skills in desktop problem resolution, network connectivity or other associated user support areas
• Monitor and troubleshoot access to files, shared folders and network printing devices
• Simulate or re-create vaguely-defined user problems to identify and document exact nature of problem and to resolve difficulties
• Use Service Desk and Cherwell ticketing system to record and track tickets, and contribute solutions for new/unique problems to the group knowledge base
• Provide training and/or consultation to end users on effective use of mobile devices that could include laptops, tablets, smartphones or other devices
• Assist in evaluating new technologies and products
• Participate in after-hours support rotations
• Participate in emergency support
• Monitor and assist with any technical issues during County Board meetings

Confidential, Washington, DC

Help Desk Analyst Tier 2 (Contract)

• Provide client service while troubleshooting via email, phone, and remote tools
• Document all call incidents and problems in call tracking software
• Escalate, coordinate, and collaborate support issues with multiple teams as necessary
• Assume ownership of tasks assigned
• Provide technical support for cloud-based Microsoft Office 365 environment
• Provide follow-up status to clients according to support policy and procedures
• Take live call referrals from any team member and provide technical support
• Successfully handle calls from difficult clients
• Contribute technical solutions to organizational knowledge base
• Perform analysis of Incidents to trigger Problem and report accordingly
• Provide mentoring /coaching of peer analysts as directed by leads/Management
• Provide How to assistance with the Outlook 5 software
• Troubleshoot All remote access issues with work and personal systems
• Configure all approved personal and company mobile devices
• Reset and create Secure ID Token passwords; assist with synching
• Create and maintain troubleshooting documents in our Knowledge Solutions for agents and users
• Create, Modify, and Delete accounts via Active Directory
• Modify and delete mobile devices via Mobile Iron software

Confidential, Arlington, VA

Tier 2 / Desk Side Support

• Provided phone, email and remote support for all hardware and software issues
• Primarily assisted clients with issues desk side
• Monitored McAfee Agent Status and push policies when needed
• Assisted with office move - breaking down and reassembling office equipment such as basic connectivity with Cisco/Avaya phones, thorough setup and connection of desktop/laptops, printers, etc.
• Asset Management via Remedy
• Changed Printer parts / toner upon request
• Upgraded Dell systems to the new Windows 7 OS
• Imaging Laptops / Desktops with Symantec Ghost image disc
• Active Directory / NET IQ - Modifying account permissions, account creations, password resets
• Granted and restricted access permissions to folders and files
• Installed/Uninstalled software on systems upon request with administrator credentials
• Troubleshot issues with inoperable Hardware/software
• Upgraded all systems to Microsoft Office 2010 Suite
• Troubleshot MS Office Suite 2007 and 2010
• Assisted with creating / mapping of folders and .pst files within Outlook 2010
• Assisted with Creating folders and modifying permissions to the folders on and off the network
• Assisted with moving/relocating Files/Folders
• Troubleshot and rebuilt Blackberries
• Upgraded Blackberries to the new OS
• Upgraded Blackberries to most recent model - Bold 9900
• Built and Deployed Samsung Galaxy S4 devices (Phone)
• Built and Deployed iPhone and iPad devices
• Installed Verizon Wireless Cards
• Communicated with AT&T and Verizon for phone activations and international provisioning
• Assisted with Unclassified issues
• Remote Assistance through the SCCM Remote Viewer software
• Installed and assisted with the configuration of Embassy Wave Encryption Software
• Created and Reset RSA Tokens

Confidential, Beltsville, MD

Helpdesk Tier 1 Technician (Part - Time)

• Worked as an After Hours help desk technician in the Beltsville office
• Assisted with VPN Log in Issues
• Assisted with password resets
• Reset RSA Tokens
• Monitored Helpdesk inbox through MS Outlook
• Log issues reported into the Track It ticketing software
• Troubleshot issues and escalate them to the next chain of command

TECHNICAL SKILLS

Microsoft Office 2010/2013/O365: Word, PowerPoint, Excel and Outlook

Adobe Acrobat Pro and Reader

Cisco/Avaya Phone System

Active Directory

PRISM

Flicker

Boxer

Unicenter ticketing System

Remedy ticketing system

DEERS Apps

RAPIDS

LDAP

DataArmor

ActivClient

DameWare

ARS

BlackBerry

Explore Admin

Windows XP

Windows 7

Windows 8

Windows 10

Wave

RSA Token

Migrate 7

SCCM Remote Viewer

Log me In Rescue Support

Remote Desktop