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Senior Desktop Support Technician Resume

Bethesda, MD

SUMMARY:

  • Over 15 years of experience in the IT support and leadership industry with extensive experience. Dedicated hard working professionals with demonstrated expertise in Systems Administration, desktop and Help desk support, Service desk support, SAP Basis/ Security, Data Mining and Big Data Analytics.

TECHNICAL SKILLS:

SAP: R/3 BasisSAP R/3 4.x, SAPDBA

RDBMS: SQL Server, 2012 Administration

Operating Systems: Mac OS 10.1 - 13 Support, Linux (Ubuntu, Centos and Red hat) Win NT, ME, 2000, XP, Vista, Windows 7, Windows 8, Windows 10

Administration: Server, 2008. Server, Mac and Active Directory, MS Applications: PowerPoint, Excel, Word, Access, MS Project, MobileIron Administration

Networking: TCP/IP, UDP, DHCP, ARP, RARP, NIS, NFS

Programming Language: Script, R, Python, SAS, MATLAB

Cloud: Amazon AWS Solution Architect

Apache: Hadoop/Bigdata Apache Spark

Others: Data Mining and Machine Learning, NoSQL, Data Visualization

Hadoop: Hadoop System Administration, Hive, MapReduce, Sparke /Development

Email Support: Lotus Notes 7, MS Exchange Outlook, Outlook Express, Office 365 and SharePoint support

Helpdesk: IBM BigFix, SCCM, Remedy, Remote desktop support, ITIL, HP open view, Service Now (NCI), ITSM, Bomgar

PROFESSIONAL EXPERIENCE:

Senior Desktop Support Technician

Confidential, Bethesda, MD

Responsibilities:

  • Analyze and develop computer software possessing a wide range of capabilities, including numerous engineering, business, and records management functions.
  • Develop plans for automated information systems from project inception to conclusion.
  • Analyze user interfaces, maintain hardware and software performance tuning, analyze workload and computer usage, maintain interfaces with outside systems, analyze downtimes, and analyze proposed system modifications, upgrades, and new COTS.
  • Ensure Tier 1 Support staff create tickets for all support requests and either resolve the issues themselves or escalate them to Tier 2 Support in a timely manner
  • Lead the effort to improve processes for laptop replacements and hardware upgrades and other tasks performed by the team
  • Work with Network Administration/Engineering (Tier 3 support) teams to identify and resolve the complex and system-wide issue
  • Manage content in MS SharePoint based technical knowledge-centered environment
  • Mobile MDM configuration in administration
  • Define the problem and develop system requirements and program specifications, from which programmers prepare detailed flow charts, programs, and tests.
  • Coordinate closely with programmers to ensure proper implementation of program and system specifications.
  • AirWatch Mobility and IOS administration
  • Perform Active Directory administrative tasks
  • Mentor junior Contractors and ensure that internal procedures are followed
  • Develop, in conjunction with functional users, system alternative solutions.

Senior Technical Support Specialist

Confidential, Bethesda, MD

Responsibilities:

  • Installation of hardware and software which includes new hire system setups. Must have a strong understanding of Windows operating systems, network experience, and knowledge with all Microsoft Office products as well as troubleshooting experience.
  • Mac experience and IT certification would be a plus. Troubleshoots software and hardware issues and identifies network problems. Provides technical on-site maintenance and support for new and existing systems. This job may include any aspect of field support and is not limited to system hardware and software, PCs .
  • Provides quick response and maximum uptime for all users and performs end user training when necessary. Installs and replaces microcomputer hardware and peripheral components such as monitors, keyboards, printers, and disk drives. Must have a solid understanding of the desktop/laptop workplace environment and be familiar with mobile devices.
  • Coordination with Service Desk and management personnel on a daily basis. All other duties as assigned.
  • Install, Upgrade, Deploy, Test, maintain and troubleshoot Windows and Mac OS X including Office Suite; able to provide and restore systems configurations and/or reimage or refresh
  • Ability to troubleshoot hardware, software including network and internet connectivity issues on-site or remotely
  • Team lead for windows 7 - windows 10 migration project
  • Aid and support for remote employees using Citrix
  • Strong Customer Service and communication skills required; verbal and written
  • Experience troubleshooting and resolving computer hardware, software, peripherals, and VOIP issues
  • Familiarity with encryption and security tools including backup and restores
  • Managing and implementing IOS devices using Mobile Device Management (MDM) tools
  • Assist maintain knowledge base database, documentation and asset inventory database
  • Work closely with the team and other towers and service providers to resolve issues and problems; escalate issues and/or coordinate with other team and service providers as necessary
  • Manage individual tickets and queues to meet SLA
  • Technical assistance to a large end-user base via face-to-face and telephone contact on both PC and Macintosh systems within DHHS. I perform as a technical specialist and diagnostician responsible for troubleshooting, problem-solving and maintaining government systems
  • Setting up the blackberry to the BES, iPhone and I pad
  • Track all service requests in the systemic help desk system. This includes closing tickets and entering solutions into the help desk application;
  • Active Directory administration for users and computers.
  • VMware implementation and configuration
  • Deskside support for all Users - responsible for imaging computers and refreshing computers
  • Track all lost and damaged equipment and Set up & breakdown equipment for presentations, conference calls, and video teleconferences
  • Provide technical support for all staff

Environment: Support Windows 7, Microsoft Exchange/Outlook Client, O365, Microsoft Office Products including Lync/Skype, Laptop Backup and Encryption, Mobile Iron, Citrix, knowledge of SCCM, Able to do Remote support, Basic Understanding: Active Directory, WINS, DNS, LAN/WAN, TCP/IP, VPN and DHCP, IOS and Android devices and network printing. Mac/Apple Experience: Support El Capitan and older Mac OS like Yosemite, File Vault Encryption, Connected Backup, Microsoft Exchange/Outlook Client, O365, Microsoft Office Products including Lync, Mobile Iron, Citrix, ARD(Apple Remote Desktop), Parallels, knowledge of Casper Remote and Self Service, Adobe Products, Basic Understanding: Active Directory, WINS, DNS, LAN/WAN, TCP/IP, VPN and DHCP, IOS and Android devices and network printing.

SAP Basis /Application Support

Confidential, Columbia, MD

Responsibilities:

  • Managing parts of or whole projects in line with the TSA Project Approach.
  • Helping to create business cases, defining project scope, product descriptions, goals, and deliverables. Keep project plans up to date.
  • Draw up draft communications according to stakeholder engagement plans. Maintain contact and communicate with all stakeholders when required.
  • Identify and raise issues and risks and recommend action to resolve.
  • Responsible for the administration of the projects including keeping all documentation according to established Prince 2 model project approach.
  • Monitor all project documentation for completeness and for version control.
  • Report on progress of work in regard to projects.
  • Report on progress of all communication to/from stakeholders
  • Co-ordinate schedule and organize meetings
  • Attend meetings and take minutes and action points. Distribute these once written up.
  • Respond to queries from various sources in a timely manner regarding the project
  • Collection and analysis of project data
  • Oversee and keep a monitor on the obligations of contracts and SLAs and be able to advise on these to team members.
  • Develop, motivate, evaluate and coach staff on work procedures, proper call handling and teamwork delivering excellent customer service.
  • Prepare reports and provide daily updates surrounding team production to management and respective team
  • Serve as point of contact/escalation for the customer.
  • Communicate customer risk and concerns to team leaders and upper management
  • Set priorities for the team to ensure task completion and performance goals are met, such as quality, adherence, and quotas.
  • Track data, analyze performance, production data, and evaluate improvement opportunities.
  • Create SOP and documentation for the customer as requested.
  • Coordinate meetings, training sessions and coaching to improve performance.
  • Interview for staff vacancies.
  • Experience using IT Service Management software ServiceNow
  • Installation, configuration monitoring of ECC, Solman Systems and Sybase
  • Patching, deploying of support pack, Kernel Upgrades,
  • The configuration of SAP router
  • Perform database refresh for backup and recovery
  • System landscape design, daily system monitors and support
  • Experience with Role-based security design (role creation, transports and organization levels).
  • CUA administration and maintenance experience.
  • Creation of Users and maintain Authorizations Profiles.
  • User locks and password maintenance.
  • Knowledge of AIS (Audit Information System).
  • Excellent communication and follow-up skills in gathering requirements from functional teams and data owners for role development.
  • Proficient in troubleshooting and handling user issues.
  • Configured CUA based on LDAP (lightweight directory accesses protocol) and SAP ALE functionality.
  • Created over 50 customized end-user roles and menus, plus hundreds of “mini-roles” to allow for low-level modular access control.
  • Experience and knowledge of security procedures for user creation, maintenance, and migration in the client-specific user administration model and central user administration (CUA).
  • Created R/3 transactional I-views on SAP Portal and configured Single Sign-on login and Integrated R/3 security with Portal Security.
  • Developed and documented security policies and procedures, user maintenance, activity group and role maintenance using profile generator.
  • Experience in working with Transports (STMS) in transporting roles between Development, QAS and Production R/3 systems, and users.
  • Performed Client copies and deletes in Sandbox, Development, and Training.
  • Experience in defining background jobs, scheduling and maintenance, modifying, deleting and analyzing the jobs and regularly monitoring the job logs and job status.
  • Expert in Client Administration Client Creation, Client copy, Client export, Remote Client Copy, Client Deletion, Securing Clients and Assigning Logical System to the client .
  • Responsible for TCP and IP protocols, System Securit, and troubleshooting network problems.

Computer System Analyst

Confidential, Bethesda, MD

Responsibilities:

  • Technical assistance to a large end-user base via face-to-face and telephone contact on both PC and Macintosh systems within DHHS. perform as a technical specialist and diagnostician responsible for troubleshooting, problem-solving, and maintaining government systems.
  • Responsible for all aspects of systems configuration, performance, and operation- imaging of laptop and PC, the setting of Phones for End-user.
  • Logging calls and providing great customer service to all users. Provide solutions to all customer request and providing feedback. The use of Active directory etc.
  • Maintain inventory of all technology
  • Track all service requests in the systemic help desk system. This includes closing tickets and entering solutions into the help desk application;
  • Citrix client installation and administration
  • Provide desk side support for all Users
  • Responsible for imaging computers and refreshing computers
  • Track all lost and damaged equipment.
  • Set up & breakdown equipment for presentations, conference calls, and video teleconferences.
  • Provide end-user training on the use of equipment and general (administrative and productivity) software use.
  • Utilize remote technologies to support users where applicable;
  • Assist central IT staff or contractors when installing network equipment, servers, and switches.
  • Troubleshoot network issues with central IT staff.

Service Desk Support Engineer

Confidential

  • Manage the service desk day to day operations, managing the call logging systems and escalation and Remedy.
  • Assisting users in Lotus Notes 7 and support migration into outlook 2007, support implementation and end-user training.
  • In charge of Server backups, Oracle database administration.
  • Upgrade of the SAP System at Novartis SA PTY from ECC 5 to ECC 6, SAP Security Implementation, User Authorization, and support, Role creation, SOD, Unlock and lock Users, Systems kernel upgrades, Patches.
  • GUI installation and upgrade from 4.5 to 7.10 and end-user interface go-live support.
  • Maintain relationship with third party vendors to resolve both hardware and software issues.

Systems Support Specialist

Confidential

  • Managing parts of or whole projects in line with the TSA Project Approach.
  • Helping to create business cases, defining project scope, product descriptions, goals, and deliverables. Keep project plans up to date.
  • Draw up draft communications according to stakeholder engagement plans. Maintain contact and communicate with all stakeholders when required.
  • Identify and raise issues and risks and recommend action to resolve.
  • Responsible for the administration of the projects including keeping all documentation according to established Prince 2 model project approach.
  • Monitor all project documentation for completeness and for version control.
  • Report on progress of work in regard to projects.
  • Report on progress of all communication to/from stakeholders
  • Co-ordinate schedule and organize meetings Attend meetings and take minutes and action points.
  • Respond to queries from various sources in a timely manner regarding the project
  • Main and support all IT equipment .
  • Support and main IT Network Infrastructure Cisco devices and Microsoft on server R2.
  • Support and train end-users on new software and implementation.
  • Attend to call on the Remedy systems.

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