SUMMARY:

• Senior Desktop Specialist with expertise in supporting in house users, software installations and upgrades on all associated hardware: including laptops, phones, local and network printers in Windows and Mac OSX environments.
• Monitored network resources, assisted users with account creations, application configuration adjustments and network resource access problems in a fast paced environment.
• Handled on average thirty to forty service requests daily and documented in Remedy, Heat or TrackIt.
• Team player with strong diagnostic and troubleshooting skills.

TECHNICAL SKILLS:

Software: Microsoft Windows 2000/XP/Vista/7/10, MS Office Suites, Macintosh OSX, SCCM, SharePoint, Novell ZENworks, Lotus Notes, Office 365 Outlook, Guardian Edge Encryption, Pointsec/Checkpoint, Exchange2008/Outlook, PGP encryption, RSA Security, Iron Mountain Backup, VERITAS Backup suite, Altiris / CarbonCopy, Kaspersky Anti Virus, Norton Suite/Antivirus, McAfee EPolicy Suite, Remedy, Heat, Confidential BMC Track it, Kaseya, Cisco VPN, VMware, PKI s, Netrix Switch, Confidential, Kaseya, Footprints

Hardware: Dell PowerEdge servers, Precision, Dimension, Optiplex, XPS, Latitude laptops, Toshiba laptops, Compaq Proliant servers, Macintosh Powerbook, IPad, Cisco routers, switches, I.P. telephones, Polycom, AVI projectors, Synoptics/Baynetworks hubs, switch devices, HP Jet Direct, Intel based desktop/server computers including laptops, Qualstar Tape transports - DLT, LTODAT/4mm/8mm, Xerox printers, HP, Lexmark printing devices, wide format printers, smart phones

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Volunteer Portal Support

Responsibilities:

• Assist in rollout of Salesforce integration of web-based volunteer portals.

Confidential, Washington, DC

Systems Deployment Specialist

Responsibilities:

• Provided desktop support for Library employees. Monitored network resources, assisted users with account creations, application configuration adjustments and network resource access problems.
• Maintained RSA token service for two factor login authentication, Outlook archive recoveries and Active directory account lockouts.
• Generated service requests for software application testing and approval, equipment change requests, direct service requests to appropriate support units within the support group. Performed software installations and operating system updates through SCCM.

Confidential, Vienna, Virginia

I.T. Support Manager

Responsibilities:

• Established list of all capital equipment assignments using SharePoint.
• Established baselines for servers in preparation to migration to the cloud.
• Established Federation of all Active Directory accounts to Microsoft 365 Outlook accounts and distribution lists.
• Provided Tier I, II, III telephone support for employees in all locations in the United States.
• Created and maintain updated laptop images for deployment using the Acronis software suite process. Initiated automatic client backups and restores; using Iron Mountain Autonomy application.
• Monitored systems hard disk encryption; using the Symantec PGP application.
• Migrated Megapath Voice over I.P. telephone system to Confidential voice over I.P. for all corporate users, established mailboxes assigned passwords and assisted in users prior to transition.

Confidential, Bethesda, MD

Help Desk / Desktop Support

Responsibilities:

• Supported Confidential users and all associated hardware: including laptops, Blackberries, Phones local and or network printers VPN access network account lockouts, software installations and upgrades.
• Fast paced environment handling on average thirty to forty service requests daily.
• Provided chair side support for all of the in-house attorneys assisting with Microsoft Office issues, access problems, document formatting, and printing.
• Hardware consisted of Dell Latitude series laptops running Windows XP or Windows Seven; with either Microsoft Office Suites 2007 or 2010; HP LaserJet printers, Canon inkjets, Xerox Phaser printers and the larger Xerox WorkCentre’s in house.

Confidential, Bethesda, MD

Desktop Technician

Responsibilities:

• Support Confidential desktop users and all associated hardware; including laptops, Blackberries, local and or network printers VPN access network account lockouts, software installations and upgrades. The systems were Dell desktops and laptops; Toshiba, Lenovo and HP/Compaq laptops.
• The departmental local network printers were various HP LaserJet models, setup and access issues.
• Windows XP and Windows Seven running Office suites 2007 and 2010.
• Supported Macintosh desktops and laptops O.S. 10.5.4 ~ 10.6.
• Senior support representative of the Confidential deployment team primarily responsible for addressing the high priority end users.

Confidential, Bethesda, MD

Systems Support

Responsibilities:

• Provided network workstation support on office computer equipment problems reported by Confidential Track - in call tracking systems.
• Created accounts in Active Directory or on Scalix server for mail accounts.
• Controlled Deltek user accounts access for contract billing.
• Provided patch deployment and driver repair on Windows platform systems Using Kaseya software for remote access.
• Built new systems for office use or field deployment including custom three dimensional imaging system builds for customers. Coordinated warranty repairs with vendors, maintain departments purchase orders.
• Established systems backups using Qualstar robots transports including maintaining the offsite storage at Iron Mountain. Built and monitored use of all field test equipment and trade show equipment (laptops, soft phones, cameras, GPS devices, projectors, screens, plasma displays). Participated in inter-departmental ISO audits.

Confidential, Springfield, VA

Lead Technician Contractor

Responsibilities:

• Supervised field technicians by monitoring performance using Great Plains and customized Crystal reports.
• Provided liaison support between satellite office and company’s main office in southern Virginia.
• Handled all escalation events for equipment problems, warranty requests with various vendors.
• Configured technicians Blackberries and provided in house and support.
• Performed escalated high priority field service requests on end user equipment.
• Performed onsite desktop support for Confidential sites (Md/VA) Performed Dell certified repair at the Confidential imaging facility.
• Onsite Project manager position for Howard University’s small systems deployment;
• Arranged shipping, secured storage locations and trained twelve deployment technicians for the task.

Confidential, Annandale, VA

Deployment Technician

Responsibilities:

• Responsible for the corporate systems migration from a Novell 3.12 mixed platform to a complete Microsoft software environment.
• This required designing, building and maintaining corporate LAN/WAN environment, which included building several Web Servers, Exchange Mail servers, Accounting servers, platform for company websites; remote laboratory facilities, sales and support.
• Maintained library and scheduled classes for customer support technicians of hardware, software, operating systems, and peripherals.
• Provided and support for client specific hardware and software to all field personnel and in house help desk staff. Assisted sales staff in design and testing of client systems.