SUMMARY:

Result - driven IT Professional experienced in providing technical support to end-users and solving computer or network issues. Skilled in performing installation, troubleshooting, repair, and maintenance of computer systems, hardware, peripherals, and telephony. Ability to setup new users via Active Directory and provide user privileges based on their role and responsibilities. Excellent verbal and written communication skills.

TECHNICAL PROFICIENCIES:

Platforms: Windows 2000/XP, Vista, 7, 8, 10; Window Server 2003, 2012, 2016; Citrix, CISCO Catalyst 4500, CISCO 2800, CISCO Unified CCX & UCM IP based voice System, Solarwinds

Software: Wireshark, Microsoft Office Suite, CISCO Jabber, WebEx, Visual Studio, Visio, AdobeMicrosoft Lync 2013, VMWare, Hyper-V, Oracle Virtual Box, DemeWare Remote Support, Linux, XenDesktop. 8x8 Virtual Office Desktop, NICE InContact

Ticketing: Cherwell and Remedy Ticketing System

Database: Microsoft Active Directory, Office 365, Oracle, and MS Access

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Tier 2 Support

Responsibilities:

• Diagnoses, research, identify, isolate and analyze problems utilizing historical database records.
• Assists customers in resolving technical problems, and/or refers more complex technical problems through a defined escalation process.
• Alerts management to recurring problems and patterns of problems.
• Follows up with customers to ensure their inquiries are resolved within the contracted or agreed upon time frame; logs and track inquiries using a problem management database and maintains history records and related problems documentations; identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
• Create and track customers issues through Remedy Ticketing System
• Interact and establish Conference Bridge with various product line specialists, application, or system support specialists.

Confidential, Ashburn, VA

Service Desk Support Technician

Responsibilities:

• Provide success in high-volume, 24x7 support environment providing customer support through diagnosing, troubleshooting and resolving issues.
• Excellent customer service and end-user support skills with the ability to explain complex issues to end-users of all levels in a clear and concise manner.
• Handles on-boarding and off-boarding process request through Remedy Ticketing System.
• Provide computer help desk support via telephone communication with end-users.
• Promptly logged and updated status and progress of projects via Remedy Ticketing System.
• Responsible for On-Boarding and Off-Boarding Users into Confidential environment.

Confidential, Chantilly, VA

Associate System Admin

Responsibilities:

• Responsible for imaging new laptops with Microsoft Windows 10 Operating System.
• Responsible for re-imaging Microsoft Windows 7 OS laptops to Windows 10 OS.
• Administered and managed Active Directory Users and Group accounts.
• Create, change, and delete user accounts via Cherwell Ticketing System.
• Maintain and administered computer networks and related computing environments including computer hardware, system software, application software, and all configuration.
• Resolved various technical problems ranging from PCs, hardware, software, network printers and Cisco Any Connect issues.
• Assist in managing and supporting the computer security challenges.
• Experienced with Remote Access, Remote Desktop, VOIP, and VPN; Create, configure, maintain and delete network printers on/off server.

Confidential, Manassas Campus, VA

Help Desk - Externship

Responsibilities:

• Assisted in Imaging, setup and deployment of PCs into classroom environment.
• Involved in configuring19 PC’s to be network enabled.
• Installed PC software applications and peripherals.
• Troubleshoot computer and network related hardware.
• Developed and improved strong communication, customer service, and technical skills.

Confidential, Quantico, VA

Information System / Help Desk Technician

Responsibilities:

• Excellent customer service and end-user support skills with the ability to explain complex issues to end-users of all levels in a clear and concise manner.
• Maintained CISCO VOIP infrastructure; setup extensions for new users, setup privileges for Agents for Call Center environment.
• Provided technical support for voice services and equipment, such as private branch exchange, voice mail system, and telecom system.
• Actively involved in researching and resolving incidents reported by users via internal ticketing system.
• Experienced managing computers and users in Microsoft Active Directory.
• Documented help desk requests and resolutions into internal ticketing system.
• Answered user inquiries regarding computer software, telephony, or hardware operation to resolve their incidents.
• Used Solarwinds monitoring tools to monitor the network activities and react accordingly.
• Troubleshoot network or connectivity issues for users or user groups.
• Diagnosed, troubleshoot and resolved a range of software, hardware, and connectivity issues.
• Installed new hardware or software systems or components, ensuring integration with existing network systems.
• Troubleshoot ATMs regards to connectivity, software uploads and upgrading existing ATM routers.

Confidential, Reston, VA

Financial Services Representative

Responsibilities:

• Consulted with clients to determine needs, goals, and developed action plans to meet them.
• Resolved customer service issues and answered financial questions.
• Offered detailed, research-based advice on strategies to meet clients’ needs.

Confidential, Reston, VA

Network Security Specialist

Responsibilities:

• Implemented security functions for Push to Talk Interoperability Infrastructure Element Management Servers in the Confidential Network.
• Provided monthly report to upper management on all legacy platforms regards to network security issues and its resolutions.
• Developed protocol for adding new users to existing network.
• Analyzed security logs and performed security audits and vulnerability risk assessments.
• Managed all access, authorization, and auditing of Confidential legacy IDEN network platforms.
• Developed standards, metrics, test and validation programs for access, authorization, and auditing of the dispatch, interconnect, and packet data networks.
• Participated with other security groups monthly in developing and updating ongoing security measures for a growing network.