Service Delivery Manager/Administrator Resume Bethesda, MD - Hire IT People

PROFESSIONAL EXPERIENCE

Confidential - Bethesda, MD

Service Delivery Manager/Administrator

Performing Administration of Microsoft 2012 r2 Servers and Ricoh Software included in the MFD solution.
Patching and Management of Microsoft 2012 r2 servers.
Evaluation of ACAS scans and IAVM scans to keep Microsoft 2012 r2 servers up to date.
Management of vSphere Web Client 6.5 for all Ricoh VM Servers.
Communicate with IT Department Service Support Branch and serves as the subject matter expert (SME) on all aspects of Ricoh devices solutions.
Management of Ricoh tools such as Autostore, Output Manager, DMNX and BMC Remedy ticketing system.
Manage the administration of the MFD Servers and the CAC solutions.
Provide troubleshooting, training and education to the Walter Reed staff on the MFD solution.
Image and Re-Image MFD devices with MS Windows 10 and re-configure MFD software when required for troubleshooting and maintenance.
Perform on-going software updates and patches to vendor provided software and report on usage of installed solutions.
Perform troubleshooting tasks related to MFD lease throughout WRNMM into an escalation plan for supportability.
Create and Update MFD workflows as required.

Confidential, Washington, DC

Desktop Support Technician III

Support for AAFB/Capitol Police with Helpdesk/Desk-Side/Printers
Helpdesk/Deskside support of any Computer/Networking issues the US Capitol Police users have that is Hardware/Software related.
Creation & Set up of user’s accounts and CAC cards for logging in to the computers.
Set up of email accounts on the Exchange Mail Server.
Deletion of Lan accounts with backup of their Home drive & Emails pst file.
Administration of MS 2003, 2008 R2, 2012 Servers. Managing users in Active Directory & Permissions of Network folders.
MS Office 2003/2007/2010 support & troubleshooting.
Management of the Altiris Ticketing System
Remote support using the Microsoft SCCM Remote Client to fix any IT related problems or install software.
Trouble shooting & Support of MS Outlook 2003/2007/2010 mail clients.
Creation/Support of all Network printers on the MS 2002/2007, 2010 network print server.

Confidential, MD

IT Infrastructure Support II

Answering Census Bureau Helpdesk calls using Cisco VoIP phone systems and using the Remedy ticketing system.
Administration of MS Servers 2003, managing users in Active Directory & Permissions of Network folders.
Issuing of emails & updates for site outages, power outages, servers down, and phones down country wide.
Trouble shooting MS Office 2007 & the disabling of Cisco Firewall security ports & switches to push images & troubleshoot devices.
Using remote access tools: VMware & Altiris to access PC’s to solve customers’ problems and push imaging packages.
Setting up & modifying Safe Boot Accounts.
Set up & Trouble shooting of Lotus Notes 8.0.2 and Sametime IM.
Trouble Shooting of HP printers & Brother Faxes
Accessing the FDCA Portal account to change passwords & verify correct user group account settings.

Confidential, Washington, DC

System Specialists

Administrator/Creation of the 24x7 On Call Help Desk
Setting up New & Existing users and Configuring there accounts and group permissions using Active Directory on Microsoft 2003 Servers.
Configuring of set-up & Trouble shooting of Blackberries, Palm Pilots, VPN and Citrix.
Creation of Software/Imaging instructions for the entire company to use for new user set-ups.
Auditing and tracking of all Dell Desktops and Laptops through a Lotus Notes database.
Desktop/Network support/Training users for LECG’s Law Firm of 150 plus users using Windows XP/2000.
Configuring and Troubleshooting for Lotus Notes 6.5.4, Sygate Security Firewall, NAV, MS Office 2000 & 2003 and SAS 9.1.3 software’s.
Installing and Configuring HP Laser Jet printers and scanners.
Ghosting and creating new images of new and old Dell Desktops and Laptops.
Using Remote tools like Dame Ware to support LECG Employees World Wide.
Managing the Avaya phone systems & new user set-up.

Confidential, Glen Burnie, MD

PC Technician

Providing help desk support by answering phones and creating Track-IT Helpdesk tickets.
Desk side support for all Harte-Hanks users.
Installation of Software and Peripherals/Printers, also support.
Imaging and Ghosting of PC’s and Laptops.
Set up of VPN & Citrix and support
Managing of software and windows updates.
Migration and support of Lotus Notes 5 to 6.5.4.
Moving and relocating of all Servers to a new area.
Reconfiguring of the Network patch panel and switches.