SUMMARY:

• Over 5years experience as support and system administration Seeking new opportunities in the Information Technology Environment
• Responsibility in architectural needs involving strong customer's service for client's needs.
• Duties involved installing IS users' desktops and laptops and roll - out of new software packages.
• Daily Desktop support to resolve end user issues related to Hardware and software systems applications.
• To install software packages using for Windows and Casper for Macintosh operating systems,Windows XP,Vista,8,and 10.
• Maintain supports for mobile devices handheld devices for departments and users.
• Daily/Weekly Manage IT hardware inventory, setup new workstation computers and troubleshoot problems as needed.
• Provides IS users for software and hardware end-users computers and desktop-based LAN systems and wireless using all Microsoft and Macintosh's software packages.
• Daily & Weekly Support on workstations laptops, PCs Smart phones and Tablets devices.

SKILLS:

Software: Microsoft Office Suite 2010 (Access, Excel, PowerPoint, Word); Microsoft Windows OperatingSystems Windows 7 and 8; installing drivers; and basic understanding of database and SQL.

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps.

Networking: Networking experience (running cables, troubleshooting connections, activating ports, basic router configuration, switches, Wi-Fi router), switch configuration. Support Service Desk escalation and documentation on BMC Remedy 8.1/9 ticketing system, customer service support (email, phone, and in person). Remote desktop connection, Active Directory, Mainframe, RSA

Authentication: Manager 6.1.2, Lotus Notes, Outlook 2010, Cisco Jabber, Service Now, Novell ZenworksDomino Administrator, Novell iManager, Novell iVault, Configuration Manager, Mozilla Firefox, Google Chrome, Microsoft Office … Airwatch Agent, Gmail.

Hardware: Dell, Hewitt Packer, IBM, Macintosh, Compaq Computers, printers servers form all makes and models, Fax machines, Laptops, Hubs, Network Boxes, Switchboards, replacing motherboards, Hardware drives, Network Adapters and all other peripheral equipment. Cisco Servers and switches combine.

WORK EXPERIENCE:

Laptop Application Support

Confidential, Washington, DC

Responsibilities:

• Receiving assets, moving equipment within and/or between facilities, staging equipment for build/image activity, interviewing clients as part of pre - deployment asset discovery
• Executing equipment replacement activity, updating asset management system to reflect work performed Monitoring daily activity, Installing and maintaining PC hardware and software Troubleshooting network usage and computer peripherals. Installing new docking stations and testing them
• Resolve network communication problems independently, e-mail administration Disk capacity monitoring and network security.
• Troubleshoots and resolves technical and architectural, performance and operational Problemsof installed laptops.
• Preparing assets for disposition, other administrative duties.
• Document daily activities and track record of every laptop installed. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems.
• Troubleshoot network connectivity in a LAN/WAN environment.
• Ensure timely response and resolution to customer requests/tickets.
• Create tickets to track and maintain trouble call requests.
• Ensure problem resolutions are properly documented.
• Install, upgrade, support and troubleshoot authorized desktop applications on Microsoft Windows operating systems.
• Install, upgrade, support and troubleshoot printers, computer hardware and any other authorized peripheral equipment.
• Install, migrate, support and troubleshoot authorized desktop applications on Microsoft Windows 7 operating systems with Microsoft SCCM 2012
• Perform general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment.
• Push software s, applications on Microsoft SCCM 2012 and install
• Install configure Mcfee security and encryption on user pc
• Ensure desktop hardware software meets user specifications and site standards.
• Perform work compliant within specified Federal and Agency standards/requirements.
• Return defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to ensure proper levels of spare parts.
• Monitor, operate, manage, troubleshoot and restore to service any computing workstations and peripherals that have authorized access to the Agency network.
• Provide computing data and application recovery services.
• Perform user account administration support services (includes account creation and management and password resets on Active Directory).
• Use tools (EASY TRANSFER) and methodologies to load, copy, restore and customize operating system configurations for deployment.
• Receives about 30 calls per days about user issues to resolve pc issues
• Provide backup support and assistance to the Network Administrator as needed.
• Track and maintain hardware and software inventory.
• Familiarize end users on basic software, hardware and peripheral device operation.
• Follow Federal and Agency policies and procedures for resolutions.
• Review Federal and Agency policies and procedures and provide feedback to be considered for modification/addition to policies, procedures, standards and guidelines.
• Maintain current knowledge of operating systems and application software.
• Follow Confidential standard operating procedures (SOPs) for IT operations, related applications; as well as IT systems processes and procedures.
• Maintain current knowledge of Federal and Confidential IT guidelines, processes, practices and procedures.

Systems Administrator

Confidential, Greenbelt, MD

Responsibilities:

• Respond to inquiries and requests for assistance from customers via telephone, email and automatic ticket system(service desk plus)
• Answers 30-40 calls/emails daily which helps with reducing the call abandonment rate Installed and configure VMWare for virtualization
• Configured and monitored network on cloud AWS and MS Azure Document, track and monitor technical issues to ensure timely resolution.
• Provide installation, configuration, troubleshooting and support for MS Office, Office 365, MS Outlook, Symantec/Norton Virus detection software, Internet browser IE, active directory for many users Setup Network accounts for new employees.
• Perform add/modify/delete of user profiles and accounts. Analyze/troubleshoot third level desktop, application and network issues and forward to the appropriate team member. Configuring wireless routers and switches. Setting up usernames and passwords, Monitoring and securing the wireless network with Aruba wireless or wireshark Monitoring and troubleshooting the network.
• Worked with Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, QoS, EIGRP, BGP, OSPF, NHRP, ATM, PPP, MPLS Evaluate communication hardware and software, troubleshoot local and wide-area networks (LAN/WAN) and other network related problems; provide technical expertise for performance and configuration of networks, including routing protocols EIGRP, OSPF, BGP, VLANs, NAT, VPN, IPSEC.
• Installed and administered Windows OS Windows XP, Vista, 7, 8,and 10,MAC OS
• Creating help desk documentation, step by step instructions.
• Preserves computer hardware by imaging hard drives by network and DVD-RW for windows and mac OS.
• Trained staff on the utilization of company software and applications
• Follow up with staff and installing updates as well as documenting daily activities Replaces toner for office printers.
• Troubleshoots Windows 7 by ending tasks and processes in Task manager.
• Troubleshoots printer connectivity by restarting the print spooler.
• Troubleshoots Microsoft Office 2010/2013.

PROFESSIONAL EXPERIENCE:

IT Systems Support Specialist

Confidential

Responsibilities:

• Manage desktop support workflow, including problem analysis, communications with customers or client management, ticket documentation, ticket escalation when required and ticket closure for all NOAA employees
• Worked on desktop projects and communicate project status to client and management during project meetings
• Perform troubleshooting to isolate and diagnose common technical problems and if need be escalate to Tier 2 or 3 for resolution, and properly documenting ticket as needed
• Setup and Reset of Common Access Card Pin ( Confidential ) also assigning that Confidential Pin to Government Issued Device
• Setup Move, Add, & Changes for contract employees both remote and local employees
• Respond to the needs and questions of users concerning their access of resources on the network such as: New, Renewal, & Functional Account setups
• Assisted Office Information Technology Coordinator (OITC) with Personal Contract Extensions
• Followed help desk SLA's while advising end users of resolution to their inquiry and/or documentation that was submitted to the helpdesk