TECHNICAL SKILLS:

Strong Work Ethic: Highly motivated and dedicated to getting the job done

Positive Attitude: Very optimistic and upbeat outlook while addressing daily challenges

Time Management Skills: Able to prioritize tasks and perform in a complex, fast - paced environment

ProblemSolving Skills: Very resourceful and able to creatively resolve problems

Strong interpersonal skills: A team player who can work well with team mates and managers to get the job done

PROFESSIONAL EXPERIENCE:

Confidential, Washington-DC

Information Technology Specialist (Windows Server Administrator)

• Working on a project in Active Directory cleaning and restructuring to achieve optimal server performance
• Researching technical solutions, performing Active Directory best practice analysis; developing and maintaining Standard operating Procedure (SOP) documentation of findings to assure compliance and best practice
• Proactively monitoring and identifing trends and behaviors in systems support and implement processes to proactively monitor and address application issues to reduce business impact and increase IT system up-time and performance, and fully documents all systems and processes & procedures to support them;
• Monitoring of system activities, cleaning and disabling unnecessary services on Active Directory, implementing System Audit logging and performing system backup as necessary.
• Reviewing needs, goals, objectives, and capabilities of Active Directory infrastructures, including anticipation of future requirements and potential problems, and advise the client on improvements to achieve optimal performance, and maintain industry best practice Windows 2012-R2
• Perform building and configuring VMware Virtual servers, running security scan, and deploying to domain
• Attending weekly design, planning, preparing, and managing project plans meeting sessions; and documenting outcome for feature reference
• Responding to and coordinating timely resolution of users’ ticket queues through Track-IT ticketing program
• Ensuring compliance with established standards, policies, and configuration guidelines on hardware/Software installation and support
• Analyzing, developing, managing and implementing approved changes to the agency servers and other IT equipment
• Monitoring, analyzing and tuning of technical system to achieve optimal performance levels.

Confidential, Washington-DC

Senior Desktop Support Specialist Tier II

• Provided direct support to end-users ranging from Tier 2 - 3 type issues, with command of general workstation support functions (hardware & software), including: Microsoft Office support tasks (install & troubleshoot errors), mitigate and handle system viruses, malware, spyware & Adware, hardware component replacement, and use of system imaging software to create and load images
• Performed Active Directory users and computers management: Creating, managing user and computer accounts, on boarding and off boarding of user accounts, resetting password and unlocking accounts, and managing Active Directory Organizational Unit structure on Windows Server 2012-R2 and 2016
• Performed Windows client installation and configuration, joining workstation to domain, and imaging of work stations
• Responded to and coordinated timely repair of hardware including server, personal computers, printers and other related information technology equipment and software.
• Managed AD account, machine administration, GPO, group, container management, DHCP, DNS, as well as centralized patch management of servers, workstations, and software deployment;
• Support Mobile Device Management: Configured new phones for new employees
• Proactively monitored and identified trends and behaviors in systems support and implement processes to proactively monitor and address application issues to reduce business impact and increase IT system up-time and performance, and fully documents all systems and processes & procedures to support them;
• Provide excellent customer service at each contact
• Keeping inventory and control of new computers and peripherals: Setup and configuration
• Provide technical service desk support for employees of Prince Georges County Government
• Support duties include triaging laptop hardware/software issues, network connection issues, Outlook and Office 365 email issues, remote management, HDD data recovery/backup, and support of VIP executive of the agency
• Provided technical advisory services to securely design, implement, maintain, or modify information technology systems and networks that are critical to the operation and success of the agency.
• Performed research to identify potential vulnerabilities in, and threats to, existing and proposed technologies, and notify the appropriate managers/personnel of the risk potential.
• Coordinated technical support, troubleshooting, and installation of Enterprise applications (Microsoft Office suite, Adobe suite, McAfee anti-virus) and agency specific software on laptops and server equipment
• Competency in MS Office Suite 2010/2013 and Office 365, Office 2013, Office 2016, Windows 7, SharePoint Online, Windows 10, Skype for business, One drive for business, Windows Server 2016, 2012-R2,
• Performed preliminary research for, and assisted the procurement specialist with, purchases of information technology equipment.
• Developed and maintained Standard operating procedure (SOP) documentation to assure compliance and best practice
• Performed HP network and local printer maintenance, setup, configuring, and joining to print server
• Ensured compliance with established standards, policies, and configuration guidelines on hardware/Software licensing, installation and support
• Lead design and planning sessions, preparing and managing project plans, documenting outcome for feature reference
• Perform operations support for FERC enterprise users in a McAfee Endpoint Encryption V 6.2.1/PIV Authentication, Windows 2007, Windows 10 desktop and Windows Server 2008R2/2012R2 environment.
• Troubleshoot and resolve McAfee e-Policy Endpoint Encryption/PIV Authentication issue

Confidential

Senior Desktop Support Specialist Tier II

• Managed laptop refresh project as Senior Desktop Support Specialist, for the refresh of more than 6,500 laptops in Prince George's County Government, which included Police dept., Office of the Sheriff, Fire Dept., Office of Public Safety Communication and Emergency Management
• Installed and configured of integrated Avaya telephony on the server and installation of the accompanying Plantronics headphone on Helpdesk workstation
• Lead technician for hardware and software installation issues, remediation, and training of other team members.
• Ensured compliance with established standards, policies, and configuration guidelines.
• Perform Active Directory users and computers management: Creating & Managing User / Computer Accounts, managing account membership, resetting password and unlocking accounts, and managing Active Directory Organizational Unit structure
• Served as Information Technology Custodial Officer who performs Information Technology equipment physical inventory sightings, documentation, relocation, and related duties.
• Responding to and coordinating timely resolution of users’ ticket queues through Remedy ticket tracking program
• Continually demonstrates the ability to promptly resolve customer objections and complaints using good judgment, discretion and tact, and promote customer goodwill
• Participated in the work of the desktop support team including advanced technical support, testing, training, and documentation related to new technology projects Support and configure mobile computing environment and VPN services, I-phone and Android
• Coordinated with outside vendors such as (HP), and Dell to replace parts on laptops and printers under warranty, or get parts to repair such devices
• Performed repairing and servicing of printers, replacing fusers, assemble units, rollers, DC controllers and laser-scanners etc. on HP printers
• Resolved Network connectivity problems with extensive technical knowledge of protocols, excellent configuration, and troubleshooting skill.

Confidential, Mclean-VA

Desktop technical Support

• Performed Hardware and software troubleshooting and installation on users’ workstations
• Installed and repaired local and network printers, replace Field-Replaceable Units on printers and system devices

Confidential- Washington-DC

Desktop Support Technician

• Provided direct support to end-users ranging from Tier 1 - 2 type issues, with command of general workstation support functions (hardware & software), including: Microsoft Office support tasks (install & troubleshoot errors), mitigate and handle system viruses, malware, spyware & Adware, hardware component replacement, and use of system imaging software to load images on users’ workstations

Confidential, Washington DC

Desktop Support technician

• Provided direct support to end-users ranging from Tier 1 - 2 type issues, with command of general workstation support functions (hardware & software), including: Microsoft Office support tasks (install & troubleshoot errors), mitigate and handle system viruses, malware, spyware & Adware, hardware component replacement, and use of system imaging software to load images on users’ workstation
• Performed Active Directory users and computers management: Creating & Managing User / Computer Accounts, managing account membership, resetting password and unlocking accounts, and managing Active Directory Organizational Unit structure
• Performed Printer set up, Configuration, Management, Troubleshooting and Maintenance.
• Provide excellent customer service at each contact