SUMMARY:

• Proficiency with the Windows OS family (2000/XP/Windows 7/8 & 10)
• Maintenance, support, troubleshooting and hardware/software installation
• Use of Ghost imaging software to create computer images for Windows 7 and Windows XP
• Interact with customers in a professional supportive manner with email, personal visits and telephone communication
• Experienced with HP Printers network configuration and local setup
• Dell Certified Technician
• Data Recovery and removal

TECHNICAL SKILLS:

REMEDY: Ticketing System

Snow: ticketing system

CITRIX: classified hardware experience

IBM BigFix: Endpoint Management

Servers: Microsoft Windows 2003/2008/2012 , Exchange 2010, Active Directory

Software: MS Office Suite, MS Project, Norton Anti - Virus

Configuration: TCP/IP, SNMP, Cisco routers, VPN

SCCM experience: software deployment status/Network information/Virus/Malware infections status

Apple iOS/Android: mobile device configuration and setup

PROFESSIONAL EXPERIENCE:

Confidential

Mid Atlantic Division Coordinator

Responsibilities:

• Direct tier 3 support
• Remedy Ticketing System
• Office 365 support
• Windows 10 environment
• Team lead supervisor
• Microsoft Office Suite support
• Network connectivity support
• Desk side / remote support
• Active Directory
• Hardware/Software technical support & install
• Hardware/Software & license purchasing

Confidential

Senior Systems Admin, Bethesda MD

Responsibilities:

• Direct tier 3 support for HHS/CMS staff
• Virtual Machine support
• Active Directory Domain Services: Password reset/account & domain permissions
• Remedy Ticketing System
• VPN laptop configuration
• Hardware/software support
• Windows 8 environment
• Desktop/laptop imaging
• Mobil device MS Outlook configuration Apple/Android devices
• IBM BigFix Console
• Microsoft Office Suite 2013 support
• Network connectivity support
• LAN/WAN environment
• Network & Desktop printer configuration/troubleshooting
• Data backup and restore
• Utilize IBM BigFix to deploy software
• Utilize SCCM console which contain the executable files and the command lines for applications to be installed on numerous machines.

Confidential

Senior Field, Washington, DC

Responsibilities:

• IBM Maximo
• Direct Support for DFS staff
• Active Directory Domain Services: Password reset/account & domain permissions
• Remedy Ticketing System
• Desk side support/ Walk in support/ Telephone support
• Windows 7/10 environment
• Desktop/laptop imaging
• Mobil device MS Outlook configuration Apple ios
• VPN laptop configuration
• Hardware/software support

Confidential

Senior Help Desk Technician, Fairfax, VA

Responsibilities:

• Install three PCs per day within 2 to 4 hours each.
• Call the customer the day before the appointment to discuss the software application requirements.
• Replace IT equipment in an efficient, knowledgeable manner leaving the customer totally satisfied with all restored services.
• Open MAXIMO tickets to reflect all work performed.
• Provide on-site Windows8.1 and Office 2013 support at various Confidential locations.
• At the close of every installation, perform the Customer Satisfaction QA survey.
• Close the MAXIMO ticket when the work has been completed.
• Properly retrieve and store all surplus equipment.
• Obtain signed PTRs and Customer Satisfaction checklists on every installation.
• Store PTRs in designated envelopes for tracking and safekeeping.
• In the event of a cancellation, call the Technical Team Lead to get a new assignment.
• In the event of a customer no-show, call the Technical Team Lead to inform him/her of the failed appointment and get a new assignment.
• SCCM experience: software deployment status/Network information/Virus/Malware infections status
• Active Directory Domain Services: Password reset/account & domain permissions

Confidential

Implementation Specialist/ Sr. Systems Administrator, Annapolis, MD

Responsibilities:

• Manage operating systems, application patching, backup applications, and antivirus software for workstations, laptops, and servers
• Troubleshoot client issues via Saleslogix ticket tracking system
• Proficient with Windows Server 2008/2012 & Windows Server 2007
• SQL experience - Database configuration and access
• Resolve escalated Help Desk tickets relating to server, network, and connectivity issues
• SQL Server installation, configuration, and basic SQL scripting
• Server software upgrades and Database configuration
• Cloud Computing Management
• End user support
• SCCM experience: software deployment status/Network information/Virus/Malware infections status

Confidential

Technical Support Lead, Washington, DC/ Reston, VA

Responsibilities:

• Team lead for Confidential Windows 8 Deployment
• Hardware Support & Troubleshooting
• Software Support & Troubleshooting
• Tier 2 escalation support
• Microsoft Office Suite support
• Network connectivity support
• Windows 8.1 support technician
• Active Directory Domain Services: Password reset/account & domain permissions

Confidential

Technical Support Specialist, Suitland, MD

Responsibilities:

• Direct support for field technicians
• Phone technical support for Decennial project
• ITIL
• Windows 7 environment
• Active directory
• Hardware technical support
• MS Exchange Server supporting IMAP, POP and web email clients including Microsoft Outlook/ voice mail storage, calendar, and contact organizing application and scheduling.
• Apple iPhone support
• SCCM experience: software deployment status/Network information/Virus/Malware infections status
• Active Directory Domain Services: Password reset/account & domain permissions

Confidential

Helpdesk Rep, Alexandria VA

Responsibilities:

• Call center support for DOD/Military personnel
• Active Directory
• Rapids 7 Certified
• Hardware Technical Support
• Data Center Operations, Cyber Security, Information Assurance, Geographic Information Systems, Technical Consulting, and Business Operations

Confidential

Implementation Specialist/ Sr. Systems Administrator, Columbia, MD

Responsibilities:

• Manage operating systems, application patching, backup applications, and antivirus software for workstations, laptops, and servers
• Maintain standard practices and policies for corporate LAN/WAN environment
• Implement Hotel Server and workstation upgrades via Bomgar remote
• Windows 8.0/8.1 Deployment
• Troubleshoot client issues via Clarify ticket tracking system
• Proficient with Windows Server 2008 & Windows Server 2007
• Proficient with MS SharePoint - Software/user acct configuration
• Proficient with HP deployment project coordination tool
• SQL experience - Database configuration and access
• Resolve escalated Help Desk tickets relating to server, network, and connectivity issues
• Configured, troubleshot, and resolved network access issues with switches and routers
• Administered network workstations using TCP/IP protocols
• HP Performance Agent and HP Performance Manager Software/IBM Tivoli Network Manager Troubleshot connectivity issues and implemented solutions to correct outages and malfunctions.
• SharePoint permissions management
• POS configuration
• Windows 7 environment
• SQL Server installation, configuration, and basic SQL scripting
• Active Directory Domain Services: Password reset/account & domain permissions

Independent Contractor

Confidential

Responsibilities:

• Installed and upgrade hardware tech for 300+ users
• Data backup and restore
• Hardware/Software configuration
• Windows 8.0/8.1 Deployment

Confidential

Sr. Systems Administrator, Arlington VA

Responsibilities:

• IT support specialist supporting 800+ students & staff at the Confidential in Arlington Va
• Desktop/laptop configuration
• Windows XP environment with extensive Microsoft Office Suite support & troubleshooting
• Network printer configuration
• VTC classroom configuration
• Active Directory experience with creating/modifying accounts & password resets
• Desktop configuration/troubleshooting
• Windows 7/XP environment with extensive Microsoft Office Suite support & troubleshooting
• Network & Desktop printer configuration/troubleshooting
• Classified & Sensitive Active Directory account creations
• Citrix client installation and configuration
• Maintained user accounts in Active Directory by adding/deleting users, correcting user access problems, and assigning appropriate rights and privileges
• Administered network workstations using TCP/IP protocols
• Troubleshot connectivity issues and implemented solutions to correct outages and malfunctions
• Remedy ticketing system
• MS Exchange Server supporting IMAP, POP and web email clients including Microsoft Outlook
• ITIL