SUMMARY:

I have established several years of excellent customer service and communication skills. I also have the ability to interact with members of the business specter and communicate effectively with IT Professionals. Proven ability to complete tasks independently and respond efficiently to changing priorities especially under pressure.

TECHNICAL SKILLS:

• PKI Certificate Issue VOIP Phone Conference
• Access and Permission Issue Dame Ware Remote Tool
• Network Connectivity Issue BMC Remedy - Ticket System
• Hardware and Software Service Now -Ticket System
• Microsoft Office Suit 2013/2016 Bomgar - Remote Tool
• VPN - Citrix/Juniper CHESS/ Office 365
• DHCP / HTML /TCP/IP Outlook Web Access - OWA
• IEEE Wireless Access MS SQL langue server
• JAVAScript MS SharePoint & OneDrive Server
• Sr. Executive Support Probook Laptops 650g2 & g3
• Sr. Deskside Support NIPR / SIPR Laptop and machine
• AD Sys Admin Support Hardware Access Management - HAM
• Remedy Ticket Tracking Imaging - Data Backup and Restore
• CPR Policy -Unblock/Unlock Network Peripherals

EMPLOYMENT:

Confidential

Executive Support Technician, Washington, DC

Responsibilities:

• Experience with Confidential SIPR/NIPR network security environment and polices.
• Perform as a T3 Executive technician supporting Confidential VIP, Executive and end-user personal.
• Experience with HTML, TCP/IP MS Office SQL and JavaScript network language.
• Proficient in troubleshooting hardware, software and or peripherals installation or configure issues.
• Knowledge of Microsoft Exchange and Office 365 environment and configuration
• Ability to install and configure new Windows 10, 8, 7 & Mac laptop, desktops and various other devises.
• Experience with NIPR patching, configuring, updating, maintain desktop images, including Operating system; user workstation data and software install.
• Experience deploy new and replacement hardware: printers, scanners, faxes, and smartphones.
• Experience with re-joining SIPR/NIPR machine back to Confidential domain.
• CPR-CAC unlock/unblock pin reset, certificate recovery, PIV management.
• Ability to work independently with very little supervision or within a professional group.

Confidential

Desktop Support Technician, Arlington, VA

Responsibilities:

• Ability troubleshoot, research, resolve PC hardware and software issue in a mixed window network environment.
• Ability to analyze trends, recognize patterns to recommend improvements to customer experiences
• Experience working with Active Directory account password reset, GPO policy membership.
• Perform T3 desktop Support with a knowledge of TPC and hardware configuration and issue.
• Knowledge working with Confidential CPR Smart Card security process to unblock, unlock pin reset and PIV management.
• Ability to communicate effectively both in writing and oral communication with VIP users and other IT personnel.

Confidential

Technical Support Technician, Arlington, VA

Responsibilities:

• Perform as a T3 Desktop Executive Support technician to support overall day to day operations.
• Administer and maintain employee Information Awareness Security training.
• CPR Smart Card unblock and unlock pin reset, certificate recovery, PIV management.
• Experience with Active Directory provision user account, password reset, manage group membership.
• Troubleshoot, research, resolve, and document to include installs, configuration using Remedy tracking system.
• Experience deploy new and replacement hardware: printers, scanners, faxes, and smartphones.
• Experience with network cable including Ethernet to insure network connection.
• Deploy new and replacement hardware: printers, scanners, faxes, and smartphones
• Very good interpersonal communication, written and listening skills.

Confidential

Medical Support System Specialist, Bethesda, MD

Responsibilities:

• Possess the ability to identify, research and resolve complicated technical network and hardware issue
• Provide admin support in active directory account creation, modification, password reset.
• Ability to work independently with very little supervision or within a professional group.

Confidential

T3 Technical Support Analyst, Washington, DC

Responsibilities:

• Provide expert technical support to Confidential . agency user while interpreting policies, procedures and regulations.
• Provide and apply problem solving skills using a variety of troubleshooting resources while gathering information to resolve complex network, hardware and connectivity issues.
• Ability to work with windows Server, Active Directory services and troubleshooting Microsoft applications;
• Ability to install and configure new Windows 8, 7 & Mac laptop, desktops and various other devises.
• Provide end-user desktop support via remote support tools
• Serve as escalation point for any advanced issues and assist team members with resolving customer issues
• Produce metrics, metrics analysis, and related reports as a result of above tasks.

Confidential

Support Technician, Washington, DC

Responsibilities:

• Provide expert technical support to Confidential . agency user while interpreting policies, procedures and regulations.
• Provide and apply problem solving skills using a variety of troubleshooting resources while gathering information to resolve complex network, hardware and connectivity issues.
• Ability to troubleshoot problems and malfunctioning devices and/or associated hardware to isolate defective parts or determine whether configurations are causing malfunctions
• Ability to backup and restore re-image and encrypt laptop computers, workstation data.
• Deploy new and replacement hardware: printers, scanners, faxes, and smartphones
• Conference Room Support (Video Teleconference, teleconference, Audio visual systems)

Confidential

Helpdesk Support Analyst, Washington, DC

Responsibilities:

• Experience with Confidential SIPR/NIPR network security environment and polices.
• Perform as a T3 Executive technician supporting Confidential VIP, Executive and end-user personal.
• Experience with HTML, TCP/IP MS Office SQL and JavaScript network language.
• Proficient in troubleshooting hardware, software and or peripherals installation or configure issues.
• Experience with office 356 account provisioning, configuration and troubleshooting.
• Committed to meeting established network agreement or across multiple system or servers.
• Experience with NIPR patching, configuring, updating, maintain desktop images, including Operating system; user workstation data and software install.
• Experience with setting-up, document and deployment of various systems, laptop, desktops, phone or other devices.
• Experience with re-joining SIPR/NIPR machine back to Confidential domain.
• CPR-CAC unlock/unblock pin reset, certificate recovery, PIV management.
• Ability to work independently with very little supervision or within a professional group.