TECHNICAL SKILLS:

Software Applications: MS Office 365 & Suite 2000, 2003, 2007, 2010, & 2013, 2016 (Word, Outlook, Excel, PowerPoint, Access), Numara Track - IT Technician Client Ticketing System; Active Directory Users and Computers, Sophos Safeguard Management Center, System Center Configuration Manager 2012, McAfee, Putty, SFTP, Tivoli Job Scheduling Console, Remote Desktop Connection, Nessus Professional, Malwarebytes, Combofix, Roxio, Good for Enterprise

Hardware:: Dell Desktop (T3400, T3500) and Laptop (D630, E6400, E6410, E6420, E5430, E5540, M4800) machines; Lenovo (T400, T410) ThinkPad laptops, iPhone 5, 6, and 7 s, Avaya/ Nortel/ Polycom VoIP desk phones, HP 640 G1/G2 laptops, Xerox Workcentre Printers (Phaser 6360, 8545, 8575), HP MFD (660, 700) and Laserjet 4525, Lexmark Printers 540 series

PROFESSIONAL EXPERIENCE:

Confidential, The Pentagon

Technical Support Specialist

• Provides technical leadership, knowledge sharing, and mentorship to the Help Desk Team.
• Monitors the queue and handles tickets at centralized locations, responds to user request via telephone or in-person for assistance by analyzing symptoms of deficiency, evaluating possible causes of problems, establishing a timely and cost-effective solution based on training and experience, and implementing solutions.
• Ensures the creation of standard operating procedures and knowledge base technical manuals.
• Trains new and existing employees on the (DON/AA) Department of the Navy Assistant of Administration’s protocols and procedures.
• Installs, troubleshoots, and remediates Xerox Workcentre, Lexmark, and HP printers; and PC software realted issues pertaining to the Navy unclassified and classified network for Windows 7 and 10 operating systems.
• Responsible for deploying the Department of the Navy’s mobile cellular request, support for service activations and device swaps.
• Mobile device troubleshooting with the Mobile Device Management Good for Enterprise Application (application used to access to work email); verifies DISA Security Technical Implementation Guide (STIG) requirements have been established on user smartphone devices.
• Provides Classified and Unclassified VTC support for onsite users.
• Utilize MS Active Directory to manage accounts and asset information for accountability purposes.
• Assist is VoIP desk phone migrations.
• Support and troubleshoot smart card readers, PKI (Public Key Infrastructure) certificates, SSL, TLS, CACs (Common Access Cards).
• Monitors Host Intrusion Prevention Software (HIPS) using McAfee

Confidential, Fairfax, VA

GSA Batch Ops/ Technical Support Specialist

• Managed Tivoli Job Scheduling Console to: track, plan, and execute job reports for GSA employees.
• Used Putty to remote into Unix based Servers to update Tivoli Job reports with daily requested parameters.
• Coordinated with software developers and assisted in deploying daily Momentum Software Builds on multiple Unix based Servers.
• Used SFTP (secure file transfer protocol client) to transfer files from a Unix based environment to local Windows machines and vice versa.
• Used Remote Desktop Protocol to remote in to servers to manually install Microsoft & Java updates on Windows Servers (2003, 2008, 2012).
• Part of an on-call rotation responsible for responding to all critical network outages and alerts in a timely fashion, resolving, and working with other team members when necessary to ensure infrastructure health and operation.
• Utilized Nessus Professional to ensure compliance standards are maintained and patches are up to date.

Confidential, Fairfax, VA

Desktop Support

• Provided both Tier 1and Tier 2 desktop support for over 2000 users to resolve problems with hardware and software issues via email, phone, remotely, and in person.
• Utilized Numara Track-it Technician Client ticketing system to respond to Confidential employees that require assistance.
• Assisted in Windows 7 deployment to include peripheral setup, data migration, and software installations.
• Configured and set up new hire laptops/desktops daily.
• Encrypted and decrypted laptop machines using Sophos Safeguard Management Console.
• Re-imaged users daily from Windows XP to Windows 7 via System Center Configuration Manager.
• Used anti-virus software such as Malwarebytes and Combofix to remove spyware, malware, adware, and trojans from laptop and desktop machines.
• Joined laptop and desktop machines to the Confidential domain and push Group Policies down to user machines.
• Create and maintain user accounts and security groups using Active Directory.
• Member of the team tasked with remote site migrations and network upgrades.
• Resolved Xerox Workcentre 7545 printer issues.

Confidential, Washington, DC

Desktop Customer Service Representative

• Coordinated meetings and events by booking rooms, preparing materials, and pursuing technology solutions to facilitate business agendas.
• Performed routine office duties such as filing, data processing, researching, and answering personal phone calls for the Director of IT Operations.
• Supported managers and team members by assisting in day-to-day logistics (work orders, computer/phone issues, and supplies).
• Provided Tier 1 tech support to onsite users.
• Helped setup teleconference meetings and unclassified VTC support for onsite users.
• Helped with asset management tracking.