SUMMARY:

• Computer software and imaging specialist with over 20 years’ experience leading IT innovation and development
• Forward thinking technology leader, computer engineer, imaging specialist, and senior desktop support with exceptional work history.
• Longevity is one of my strengths, only working for two companies in the past 23 years.
• Served as lead imaging/configuration specialist at the Confidential for 10 years as well as providing leadership as a senior desktop support specialist for the past 3 years.
• During my tenure at Confidential I was responsible for all aspects of Windows Desktop and laptop imaging.
• Managed imaging staff and led daily operations which included conducting team meetings & staff on new imaging procedures.
• Also responsible for Tier Two Level Desktop Support at both Confidential and Confidential Corporate Headquarters.
• Responsible for internal and external clients.
• Proven computer expert, engineer, and leader with exceptional communication skills.

HIGHLIGHTS OF EXPERTISE:

• Senior Desktop Support (Tier Two Lead) - supporting Windows 10 (Build 1709)
• Setup configured and developed Imaging for Windows XP/7
• Managed Imaging team to Windows XP/7 for all Confidential Windows based systems throughout Confidential
• Worked to assure highest level of security on images
• Image Build and Setup for Mac Parallels
• Desktop and Laptop troubleshooting
• Printer setup & troubleshooting
• Novell Network 4.11 Administration
• Exchange 5.5 and 2000 Administration
• Network connectivity troubleshooting
• Administrator for AIX Servers
• Created & Maintained Imaging database

TECHNICAL SKILLS:

Technical: Linux Administration, Windows XP, Exchange Admin 5.5, Windows 2000 Server, AIX Basics and Intermediate, A+ Core, Windows 95 Support, MCSE 4.0, Novel 4.11 Internet ware Administration.

Desktop and Network Skills: Windows setup configuration & imaging, Image creation and maintenance, network connectivity troubleshooting, desktop & laptop troubleshooting, AIX Administration, MacParallels image build and setup, Netware 4.11 Administration, Exchange 5.5 & 2000 Admin, software installation & troubleshooting

Operating System & Software: Windows OS 10 (1709), 7, XP, 2000, 98, 95, NT

MS Office: 365, 2013, Exchange 5.5 and 2000; Active Directory (Users & Computers / Hyena); AIX; Adobe Pro, Adobe Creative Cloud Suite; Cylance agent 2.0, Skype for Business; Cisco AnyConnect VPN client; Citrix Receiver; Siebel; Cisco Jabber; Visio & Project.

CAREER EXPERIENCE:

Confidential, Alexandria, Virginia

SENIOR DESKTOP SUPPORT ENGINEER

Responsibilities:

• Senior Desktop Support technician working with Tier Two Technical Support Team.
• Responsible for providing exceptional deskside support to Windows 10 based customer at the Confidential .
• Provided lead responsibilities for the Tier Two team for 5 months which included admin support & technical guidance for other team members.
• Planning and scheduling team meetings were part of the duties as well.
• This also includes supporting VIP customers as well. Supporting customers included all Windows 10 issues, application, and hardware support.
• Perform deployments of newly imaged Windows 10 laptops/desktops (Included hardware setup (laptop/peripherals) & software install and configuration)
• Disaster recovery testing (Provided essential image & technical support during annual DR exercise.
• Wrote SOP documentation for Windows 10 support issues and procedures. Worked with technical writer to enhance SOP documentation procedures.

LEAD IMAGING/CONFIGURATION AND DEPLOYMENT SPECIALIST

Confidential

Responsibilities:

• Managed imaging Team as well as lead the upgrade of all Confidential systems to Windows 7.
• Created images for standard configurations on all supported Windows based desktop and laptop computers.
• Led Windows 7 migration initiative for over a full year that the project took to complete.
• Updated existing images to assure compatibility with all patches and fixes.
• Led collaboration with security team to assure all images meet security requirements.
• Managed imaging staff, attended meetings, as well as supervised day-to-day team operations.
• Supervised Windows 10 Pilot program and Seamless Mobile Computing image build & configuration.
• Provided image and technical support during annual Disaster Recovery exercise in Germantown, MD.
• Delivered imaging expertise for PGP encryption initiative and GRFP projects.

Confidential, Arlington, Virginia

SENIOR TIER TWO TECHNICAL SUPPORT ANALYST

Responsibilities:

• Founding member of newly created Tier 2 team as part of Confidential support teams overhaul.
• Worked with system managers and install team members to deliver desktop support in the field.
• Collaborated with all IR clients and vendors to assure client satisfaction while supervising adherence to internal and external Service Level Agreements.
• Responsible for escalations from first level support. Available on-call 24/7.
• Assisted with Windows XP testing, and supported Helpdesk Express project.
• Served as technical editor for support knowledge base.
• Responsible for successful XP migrations for Support Center users.

Confidential, Bethesda, Maryland

UNIX ADMINISTRATION

Responsibilities:

• Provided printer setup, backups, and restores.
• Delivered end-user support for system managers and install teams.
• Performed DHCP cleanup & maintained property-wide database containing all server-based information.