SUMMARY:

• Hardware/Software - troubleshooting, updating, installation and removal
• Knowledge of network connectivity and networking practices.
• Detail oriented with a very strong aptitude for problem solving.
• Excellent organizational skills, telephone manner, verbal and communication skills.
• Produce creative, quality work in a consistent, accurate, and rapid manner.
• Multi-tasking in fast-paced environments.
• Windows XP/Vista/Windows 7/Windows 10, Microsoft Office
• Remedy 9.1, C. Support, Microsoft System Center 2012
• Windows Remote Desktop Connection, SMS, NetMeeting, Dameware
• Blackberry configuration & support iPhone configuration & support

PROFESSIONAL BACKGROUND:

IT Support Subject Matter Expert

Confidential, Crystal City, VA

Responsibilities:

• Provide Tier 2 Desktop Support for IPPS-A customers
• Respond to IT tickets submitted by customers through SharePoint
• Provide phone support for customers
• Remote support through Skype when necessary
• Troubleshoot Windows 10 environment, Office 2016, Adobe and other COTS program issues
• Troubleshoot printer issues (network connectivity, toner replacement, needed maintenance)
• Troubleshoot remote issues with VPN and VDI
• Create trouble tickets for escalation to higher tier when needed in Remedy
• Install/Recover computer equipment for new/off boarding customers
• Train customers in effective use of applications
• Assist with AV support
• Assist with office moves as needed

Desktop Support Technician

Confidential, Confidential, VA

Responsibilities:

• Provide Tier 2 on-site desktop support for DLA at Confidential (approx. 2000 users)
• Troubleshoot HW issues with NIPR computers (Dell/HP laptops)
• Troubleshoot SW issues with Microsoft Office 2016, Windows 7 & 10, Adobe Acrobat/Reader DC, IE, Firefox, Microsoft Skype for Business, other COTS, DoD proprietary programs
• Configure, install and troubleshoot local or/and network printers & multifunction devices (Ricoh MFDs, Sharp MFDs & HP printers)
• Configure, install and troubleshoot Common Access Card (CAC) logon and Smartcard reader issues
• Configure and troubleshoot iPhones for customers (iPhone 5/6s)
• Add, modify, and delete Good For Enterprise & PKard accounts using Good Mobile Control
• Troubleshoot Citrix and Juniper VPN issues
• Remote Support using Dameware and Windows Remote Desktop Connection
• Track, follow-up and escalate network level problems to system & network administrators as needed

Helpdesk Support Technician

Confidential, MD

Responsibilities:

• Provide Tier 2 phone/on-site desktop support for the Army at WRAIR(approx. 1500 users)
• Travel between multiple buildings on base to troubleshoot/resolve issues
• Troubleshoot HW issues with NIPR computers (mostly Dell/HP)
• Troubleshoot SW issues with Microsoft Office 2010, Windows 7, Adobe Acrobat/Reader, other COTS, DoD proprietary programs
• Configure, install and troubleshoot local or/and network printers & multifunction devices (Xerox Workcentre MFDs, Canon ImageRunner Advance MFDs, HP Laserjet/Designjets & MFDs, Dell, Brother)
• Printer security - secure printers according to DoD policies using DISA Stig Viewer
• Configure, install and troubleshoot Common Access Card (CAC) logon and Smartcard reader issues
• System administration - Group adds/changes, account unlocks
• Troubleshoot Citrix and VPN issues
• Remote Support using Dameware
• Track, follow-up and escalate network level problems to system & network administrators as needed
• Track technical support from vendors
• Provide trend analysis
• Maintain knowledge base system and distribute pertinent information to the customer

Helpdesk Technician

Confidential

Responsibilities:

• Troubleshoot SW issues with Microsoft Office 2007, Windows 7, Adobe Acrobat/Reader, Lotus Notes Forms, other COTS, DoD proprietary programs
• Travel to remote sites on base to troubleshoot/resolve issues
• Troubleshoot HW issues with NIPR/SIPR computers (Dell/HP)
• Configure, install and troubleshoot local or/and network printers (HP Printers/Scanners/Copiers)
• Remote Support using Remote Desktop Connection
• Configure, install and troubleshoot Common Access Card (CAC) logon and Smartcard reader issues
• System administration - NIPR and SIPR account creation, group adds/changes, account unlocks, password resets
• SIPR Token TA (Trusted Agent) administration - Token validation, issuance, and PIN resets
• Track, follow-up and escalate network level problems to network administrators as needed
• Track technical support from vendors
• Provide trend analysis

Mid Help Desk Analyst

Confidential, Arlington, VA

Responsibilities:

• Troubleshoot SW issues with Microsoft Office 2007, Windows XP, Adobe, Desktop Authority, other COTS, DoD proprietary programs
• Troubleshoot HW issues with NIPR/SIPR computers (Dell)
• Configure, install and troubleshoot local or/and network printers (HP/Sharp Printers/Scanners/Copiers)
• Remote Support using Dameware
• Configure, install and troubleshoot Common Access Card (CAC) logon and Smartcard reader issues
• Windows 7/Microsoft Office 2010 testing for organization deployment
• System administration - NIPR and SIPR account creation, external domain account creation of FIAR accounts, group adds/changes, account unlocks, password resets
• Track, follow-up and escalate network level problems to network administrators as needed
• Troubleshoot VoIP phones issues
• Maintain knowledge base system and distribute pertinent information to the customer
• Process voice mail requests

Senior Desktop Support Technician

Confidential, Arlington, VA

Responsibilities:

• Troubleshoot SW issues with Microsoft Office 2003/2007, Windows XP and Vista, Adobe, other COTS, DoD proprietary programs
• Troubleshoot HW issues with NIPR/SIPR computers (HP/Dell)
• Remote Support using Remote Desktop Connection and SMS
• Create, configure, and maintain NIPR/SIPR print queues using Microsoft Server 2003
• System administration - NIPR/SIPR account unlocks, password resets
• Troubleshoot Citrix and VPN issues
• Troubleshoot VoIP phones issues
• Track, follow-up and escalate network level problems to network administrators as needed
• Maintain knowledge base system and distribute pertinent information to the customer
• Configure, install and troubleshoot local or/and network printers (HP/Sharp Printers/Scanners/Copiers)
• Configure, install and troubleshoot Blackberries for users
• Configure, install and troubleshoot Common Access Card (CAC) logon and Smartcard reader issues
• Process voice mail requests