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Regional Information Technology Specialist Resume

Beltsville, MD

SUMMARY:

To secure a position as an Information Technology Specialist where I can work in a challenging environment and contribute as a senior member of an established Help Desk team, while utilizing skills learned as a Tier II and Tier III Help Desk Professional combined with s in Configuring Server 2008 and Active Directory.

TECHNICAL SKILLS:

Hardware: Hard Drives, CD/ DVD ROMs, Data Recovery, Sound and Video Cards, Memory, Installs, Network Adaptors, PCMIA Cards, Modems, Printer Repair, Scanners, PC Builds, Projectors, Blackberry, Android, IPHONE Wireless Access Points.

Software: Office 2007, 10,and 13, Windows XP, Windows Vista, Windows7, Windows8, Adobe, Altiris, Symantec, Citrix, MacAfee, BlackBerry active sync, LOTUS notes, OUTLOOK 2007,10, Active Directory, Novell, People Soft, Blackberry10, Pointsec, BITLOCKER, Blackberry Enterprise Server, Mainframe, R.A.P.I.D.S, Norton Ghost, Windows Server 2008, GOOD SERVER, MacAfee, Enterprise Mobile Management, RSA Secure ID, Boxtone, AIrwatch.

Help Desk Ticketing Systems: Clarify, KMATE, CA Unicenter, Remedy, Heat, Magic/BMG, ITSM, HP Service Desk.

Systems Administrator Tasks: Blackberry Enterprise Server, GOOD Server, Airwatch, MacAfee Enterprises Mobile Manager, Active Directory, Active Roles, RSA Token administrator, PeopleSoft Administrator, Microsoft exchange.

PROFESSIONAL EXPERIENCE:

Regional Information Technology Specialist

Confidential, Beltsville, MD

Responsibilities:

  • Responsible for 35 locations and back up to the Virginian region for Confidential Supervising one employee.
  • Troubleshoot and Resolve escalated Help Desk tickets relating to server, network, and connectivity issues .
  • Image, configure and deploy laptops and desktops.
  • Replace network components such as UPS batteries on the network rack and server,
  • Replace server hard drives, and switches as needed.
  • Maintained network rack and assisted network engineers with troubleshooting.
  • Maintained user accounts in Active Directory by adding/disabling users, correcting user access problems, and assigning appropriate rights and privileges.
  • Resolve connectivity issues at local sites perform periodic maintenance on computer and network equipment.
  • Ordered replacement computers, and network components.
  • Coordinate efforts to Ecycle outdated Computers, printers, and other computer related equipment with approved vendors,
  • Use the Site monitor to help determine and rectify local site issues.
  • Provide Desk Side support for approximately 8,600 Confidential employees and Contractors
  • Take accurate and thorough records of all tickets received while updating incident tickets using the Remedy tracking system.
  • Install software applications as well as propriety software applications for the client - server level.
  • Assist user with Office 365 installation and activation issues assist Tier 3 with troubleshooting steps if necessary.
  • Install, configure and repair local Print devices and scanners.
  • Re-image and laptops and desktops using Lite Touch Imaging technologies.
  • Upgrade resources peripherals and software for users.
  • Use Active Roles Server (AD) to manage users accounts, and computers.
  • Data transfers from one unit to another.
  • Conference room setups involving multiple laptops and projectors.
  • Client relocation moves.
  • Decrypt laptops and desktops recover data for users and return data on DVD ROM or portable storage device.
  • Troubleshoot Bitlocker end user issues.
  • Provide Phone and remote Support to over 500 windows 7 and MAC users.
  • Configure IPod, pad and Android mobile devices for network with Iron Mountain and GOOD Server.
  • Re-image and laptops and desktops.
  • Take accurate and thorough records of all calls received while creating incident tickets using the MAGIC/ BGE Tracking system.
  • Data transfers from one unit to another, install, configure and repair local Print devices and scanners.
  • Coordinate with end users and Re-image laptops and desktops using Lite Touch Imaging technologies, upgrade resources peripherals and install software for users, perform remote data transfers from one unit to another.
  • Take accurate and thorough records of all calls received while creating incident tickets using the Remedy Tracking system.
  • Troubleshoot, Encrypt and decrypt issues with BITLOCKER Drive encryption.

Confidential

Chief Administrative, Bethesda, MD

Responsibilities:

  • Coordinate with end users and Re-image laptops and desktops using Altiris Imaging technologies,
  • Remote Image laptops and computers printers, upgrade resources peripherals and software for users, perform remote and in person Data transfers from one unit to another.
  • Take accurate and thorough records of all calls received while creating incident tickets using the Remedy Tracking system.
  • Troubleshoot, Encrypt and decrypt issues with BITLOCKER Drive encryption.

Chief Administrative

Confidential, Washington, DC

Responsibilities:

  • Provide Phone and remote Support to over 4,500 windows 7 and MAC users
  • Assist MAC users who called in connect to VPN, and configure their computers for remote usage.
  • Use Bomgar Representative Control to remote to user desktop for remote assistance.
  • Use Active Roles Server (AD) to manage users accounts, configure IPod, pad and Android mobile devices for network with MacAfee Enterprise Mobility Manager And GOOD Server.
  • Configure and perform Enterprise Activation and configuring Blackberry devices.
  • Assisted users with VPN issues such as permissions, configurations and ensuring that they have the proper updated virus definitions and software versions.
  • Complete clerical projects when asked by management.
  • Provide Desk Side support for approximately 3,500 S.E.C. employees and contractors.
  • Take accurate and thorough records of all tickets received while updating incident tickets using the I.T.S.M. Tracking system.
  • Utilize Windows7, BV Admin and Active Directory to manage, connect, and maintain user accounts on the network. Install software applications as well as propriety software applications for the client-server level.Install, configure and repair local Print devices and scanners.
  • Re-image and laptops and desktops using Swimmage.
  • Upgrade resources peripherals and software for users.Data transfers from one unit to another.
  • Conference room setups involving multiple laptops and projectors.
  • Coordinate repair efforts with Dell and Dell technicians when needed. Client relocation moves.
  • Act as the point of contact for the S.E.C. for all data recovery and Point sec encryption issues.
  • Retrieve challenge responses via Point sec Remote Help.
  • Decrypt laptops and desktops recover data for users and return data on DVD ROM or portable storage device.
  • Troubleshoot Check Point end user issues.
  • Provide phone, remote and desk side support to over 1,100 OCFO employees and contractors.
  • Utilized Windows XP, Active Directory, and DAMEWARE to manage, connect, and maintain user accounts on the network both desk side and remotely.
  • Mainframe password resets.
  • Install software application as well as propriety software applications.
  • Install and configure local and network printers and scanners.
  • Take accurate and thorough records of all calls received while creating incident tickets using the MAGIC/ BGE Tracking system.
  • Reimaged and upgraded laptops and desktops. Conference room setups involving multiple laptops and projectors.
  • Provide Phone, remote and desk side support for over 1,000 on site WMATA employees.
  • Utilize Windows 2000,Windows Active Directory, Support MAC users.
  • Change passwords in Active Directory, Mainframe, People Soft, Novell,
  • Troubleshoot issues with TCP/IP and VPN issues as well as LAN's configure network settings for internet/ intranet.
  • Input SQL commands
  • Take accurate and thorough records of all calls received while creating incident tickets using the HEAT ticketing / tracking system.
  • Reimaged and upgraded laptops and desktops, services, resources peripherals and software for users,
  • Transferred data from one unit to another.

Software Deployment Technician

Confidential

Responsibilities:

  • Install software and perform Quality Assurance checks on newly installed DELL desktops and laptops.
  • Installed and configured Windows XP, Office 2007 and other software throughout Confidential buildings.
  • Coordinate with end users and zone representatives to coordinate a time in which Quality Assurance checks could be performed.
  • Trained users on how to use new hardware and software products on the new machines.
  • Provide telephone, email and phone support to over 500 users, performed initial diagnostic and maintenance actions on desktops and peripherals.
  • Utilized Windows XP, Office 2007, and Active Directory.
  • Re- imaged, installed and updated new and existing desktops. Laptops, software and peripherals.
  • Printer and scanner maintenance and repair.
  • Transferred data from one computer to another,
  • Conference room and office setups, take accurate and thorough records of all tickets using Remedy ticketing/ tracking system.
  • Blackberry activation and technical support.

Network Engineer

Confidential

Responsibilities:

  • Perform system upgrades Perform initial diagnostic and maintenance actions on desktops, laptops and peripherals.
  • Participate in planning and executing projects such as replacement cycles,
  • Coordinate Multi-staff moves and other customer service needs.
  • Perform customization and adaptation of existing programs to meet users' network requirements including installing and downloading appropriate software.
  • Provided telephone and remote support.

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