SUMMARY:

Experienced System Administrator with vast IT experience. Skills include computer networking, analytical thinking and creative problem solving. Able to apply customer service concepts to IT to improve user experience for clients, employees and administration.

TECHNICAL PROFILE:

• Basic TCP/IP Configuration
• Agile & Scrum Fundamentals
• PeopleSoft
• Sales Force
• Active Directory
• Gmail / Lotus Notes
• SharePoint Server 2010
• Windows Server 2008R2 Windows 7/10
• Microsoft Outlook
• Remedy/Heat ticketing software/ Servicenow/Oracle Service(CX)/KACE Ticketing software
• Citrix
• Learning Management System (LMS)
• FMIS (Financial Management info systems
• SQL Server Management Studio

WORK EXPERIENCE:

Confidential, Baltimore, MD

Lead Desktop Support

Responsibilities:

• Worked with customers and vendors to identify business requirements, scope, feasibility, performance, security, test strategies, and test execution
• Created system design documents
• Coordinated integration activities between multiple technical teams
• Conducted end user training, and develops training materials
• Participated in project planning and responsible for project scope and estimating
• Exerted technical leadership within team and provided technical leadership on complex projects and baseline support
• Delegated roles to oncoming Helpdesk techs.
• Created and maintain system documentation, standard operating procedures and user guides.
• Executed and oversaw KACE creation.
• Participated in or leads annual KACE upgrades
• Ensured adherence to security standards

Confidential, Washington, DC

Desktop Support

Responsibilities:

• Performed on - site tier2 support - resolution of PC, iPad and smartphone requests including diagnosis, problem resolution, escalation and follow-up with Associates on specific requests.
• Monitored administrative activities including project updates and status reports, as necessary.
• Infrastructure administrative and support, as necessary.
• Actively participated in Engineering projects, for example maintaining our image, testing new software to make sure that it is compatible with current image, acts as a resource for other department for testing programs and systems to increase operational efficiency.
• Developed and continually improved a Knowledge Base for improved incident resolution and user self-service.
• Created and maintain documentation for systems and solutions as they are installed and upgraded. Published the documentation to shared repositories and updates repository, as needed.
• Assisted with network operational issues including but not limited to account and security administrations.

Confidential, Catonsville, MD

Systems Administrator

Responsibilities:

• Windows and SQL Server\Network troubleshooting and maintenance
• Initiated backups and recovery of system software and user d Confidential .
• Completed the installation of custom software and hardware patches, firmware updates, etc.
• Communicated with the managers, users and developers of the system when necessary to diagnose system-specific issues.
• Performed user and server administration in the local and wide area networks.
• Supported IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network/printer devices, mobile devices, etc. and other local area system administration related functions.
• Managed and supported remote\mobile users utilizing VPN and Windows Remote Desktop Services.
• Isolated, analyze and resolve hardware and software problems involving the applications, the operating system, the hardware, the communications infrastructure, or any combination thereof.

Confidential, Annapolis, MD

Senior Technical Support Specialist

Responsibilities:

• Provided Tier 2/3 support to faculty and staff as part of the Help Desk team.
• Coordinate the selection, purchase, preparation, deployment, and ongoing support of all end-user hardware and software.
• Managed the help desk team including train, mentor, support, and track metrics/benchmarks/KPIs to evaluate performance of same to ensure customer service is timely and accurate at all times.
• Organized support for classroom technologies such as projectors and interactive whiteboards, and State standard software applications including Google Apps, learning management systems, Microsoft Office, and Adobe products.
• Provided face-to-face training to faculty and staff in small groups or individually, and through written documentation, FAQs, and multi-media “how to” documents. Review documentation annually, revising as necessary.

Confidential, Washington, DC

Team Lead

Responsibilities:

• Provided Leadership, management and guidance to Global Support Team members.
• Creating thorough performance and progress reports for senior management of the daily Kiosk and Outlook status.
• Understanding the strengths and needs of my team and delegating duties/tasks accordingly while explicitly explaining how those duties/tasks are to be executed.
• Provided training and support to customers of both World bank and personal hardware, applications, and web based applications
• Provided Delegation meetings, and accesses for VIP clients, and other specific clients
• Provided Support for customers transitioning to Outlook 2013 from a Lotus Notes environment.
• Managed various Outlook kiosks to educate customers on the new Exchange Environment.
• Modified, add, and delete users, user groups, and computer accounts within Active Directory.
• Provided Outlook support for various devices, Android, IPhone, IPad, etc.
• Assisted in the creation of Outlook analyst standard operation manuals/ Knowledge Base engineering.

Confidential, Largo, MD

Tier 1 Help Desk

Responsibilities:

• Provide front line support for all users. Respond to technical support requests through email, phone and in person
• Supporting basic IT issues such as password resets, peripheral configurations, desktop/laptop/ iPad/iPhone configurations, software installations and hardware repair
• Researching and providing answers to clients by identifying problems
• Provisioning new hardware for new and existing users, including reimaging computers and installing software
• Guiding clients through steps to resolve issues
• Resolving minor technology problems, monitoring activities, and maintaining documentation.

Confidential, Alexandria, VA

Help Desk Analyst

Responsibilities:

• Provide logon support of various Confidential and other secure government sites.
• Provide training and support to customers of hardware, applications, and web based applications.
• Provide support of CAC in a PKI environment.
• Troubleshoot and resolve hardware, software and communications issues by interacting with hardware vendors, application developers, and remote facility infrastructure teams.
• Troubleshoot Confidential systems such as RAPIDS and DBIDS