CORE STRENGTHS

• Technical Analysis
• Multi - task and Work Well Under Pressure
• Migrations/Upgrades
• Strong Communication and Listening Skills
• Problem Solving and Decision Making
• Data Security
• Risk Management and Mitigation
• Support Webinars and WebEx Conferences
• Software installation
• Hardware diagnosis/repair

TECHNICAL SKILLS:

Operating systems: Windows 7, Windows 8 and Windows 10

Networking: Remote Access, Basic Network understanding TCP/IP Protocols DNS, SMTP, HTTP, Active Directory

Software: MS Office Suite 2013, 2016 and O365, and Proofpoint, Adobe, Symantec Ghost, Altiris, Heat, Remedy, Service Desk

Hardware: PC s, Laptops, Printers, Desk Phones, Basic server administration

Remote Access: Cisco VPN, Citrix, Terminal Server, RDC, Basic Networking

Mobile Devices:: iPhone, iPad, Android

AntiVirus/AntiSpyware /Security: Spybot, Windows Defender, Trend Micro, Malwarebytes, Symantec Endpoint Protection, McAfee Encryption, McAfee Pre-Boot Authentication, ePO, Bitlocker, Meraki, Duo Multifactor Authentication, Virtru Email Encryption

Other: Internet Explorer, Google Chrome, Firefox, Safari, Edge

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

IT Associate

Responsibilities:

• Research and test new software, hardware and web-based products
• Manage organization’s projects such as software roll-outs and other network developments
• Manage IT inventory of hardware and software and update loaner laptops
• Coordinate the testing and deployment of software updates and system upgrades
• Monitor security reports and logs for suspicious activity on the network
• Administer and maintain VoIP phone system
• Administer and maintain Duo Multifactor Authentication and Virtru Email Encryption
• Windows desktop patching using Manage Engine Desktop Central
• Basic End User support for Remote Desktop Access
• Email Spam Filtering/Administration using Proofpoint
• Assisted with Microsoft Server/ Active Directory Administration
• Assisted with setting up secure remote access servers
• Conducted New User IT orientation sessions
• Assisted with planning and implementation of new network security measures
• Conducted Security Awareness Training sessions and administered and deployed web version

Confidential, Washington, DC

IT Service and Hardware Technician

Responsibilities:

• Configuring and installing computer hardware (desktop PCs, laptops, printers) for DC, Rockville and Tyson office users
• Performing second-level troubleshooting for telephone system and mobile device issues
• Monitoring workflow, service desk queues, and team escalations through LANDesk Management Console
• Conducting hardware assessments and tracking asset lifecycle
• Analyzing equipment needs and making recommendations and obtaining quotes
• Installing VOIP telephones and mobile devices for DC office users
• Processing, responding and troubleshooting day-to-day telecommunication and mobile device issues/problems for all firm users
• The coordination of audiovisual setups for the DC office
• Maintaining office inventory of hardware and telecom equipment/devices
• Training users on telecom, applications and mobile device systems
• Assisting firm wide hardware and telecom teams with projects and development of documentation
• Creating and maintaining knowledge base documents for Service Desk

Confidential, Bowie, MD

Desktop Support Associate and Team Lead

Responsibilities:

• Provisioned and setup field and mobile ePass laptops for end users
• Assisted with doing intake of equipment that came back either for repair or to be repurposed and sent back out
• Team Lead for Win 7 and zero client project
• Assisted with asset management
• Imaged desktops using Windows Server 2007 and 2012
• Actively worked with Microsoft excel spreadsheets
• Performed laptop testing before sending them for provisioning

Confidential, Largo, MD

Customer Support Technician

Responsibilities:

• Provided phone and desk side support to multiple units and enterprise wide.
• Troubleshoot and installed Microsoft products (Windows and MAC OS, Exchange and Active Directory, MS Office).
• Handled end-user related-issues into the Heat ticket tracking system.
• Processed imaging and configuration for workstations and laptops.
• Troubleshoot and setup of printers and desktop peripherals such as VoIP and Polycom conference phones.
• Assisted network administrator with Microsoft Server/Active Directory Administration and Support.
• Created MS Exchange Administration (user accounts) for end-users.
• Tested and monitored network equipment.
• Provided setup, configuration, and support for telecommunications for video/web conferencing and mobile devices (iPhones, blackberries, androids and iPads)
• Installed and configured COTS software.
• Created call logging system for Helpdesk technical and non-technical users.
• Facilitated one-on-One technical training sessions.
• Implemented technical software
• Assisted network administrator with COTS database software (Access, MS Server/SQL, and PageMaker.
• Archived and retrieved configurations of software and images
• Monitored and distributed Data Backups systems.

Confidential, Arlington, VA

Desktop Technician

Responsibilities:

• Provided hardware and software support to 300+ end users via desktop and telephone, and remote desktop support (Altiris and Dameware)
• Utilized Active Directory administration and maintenance
• Used Altiris Deployment Console to create and update computer images for 300+ desktop and laptop computers
• Tracked and updated service requests through Altiris
• Configured and troubleshoot Cisco VPN client issues
• Troubleshooting and the activation of network ports on Cisco and Netgear switches and routers
• Provided Audio Visual support for Webinars, and WebEx conferencing
• Conducted password resets and setup of phone extensions
• Administered and maintained BES, BESX, Blackberry, iPhone, Android and Smartphone handhelds