SUMMARY:

• Experience: Hands - on technical support professional with combined experience in the United States Marine Corps, United States Air Force Reserves, and the private business sector. Professional experience focuses in the area of IT and Telecommunications support. Has strong customer service skills, as well as excellent oral and written communication skills. A self starter that is well organized and capable of multitasking with numerous responsibilities while meeting required deadlines, assisted both internal and external clients on technical support issues.

PROFESSIONAL EXPERIENCE:

Tier 2 Break Fix Technician

Confidential

• Provide Tier 2 Desktop support for users within the Federal Reserve Board
• Imaged and Deployed Windows 10 PC’s, for New Hire Employees, Contractors and Interns Install standard\none standard software, backed up\Restore users data files for reimaged PC’s for divisions such as IT, Legal, COO and OIG
• Handle Break fix repairs for all 15 division such as laptop, Desktops, Monitors Docking Stations, Local and Network Printers. Coordinate with HP for onsite\offsite repairs support of warranty\out of warranty Computer Equipment. Track, update, and document work in the ticketing system CA
• Use SCCM 2012 client installation and Remote Desktop Connection to deploy the customer’s software
• Assist in desk side support for hardware and software issues
• Performed Computer upgrades and refresh of Laptops, Desktops and Monitors for IT, Legal, COO and OIG on a daily\monthly basis
• Responsible for Supporting all 70 Conference room Desktops for all 15 divisions at different locations
• Input Computer Equipment into the inventory database system called Asset Track\ICE
• Provide post-deployment support to end-users
• Install, upgrade, support and troubleshoot Windows 7, Windows 10 and Microsoft Office 2013 and other authorized desktop applications
• Install, support and troubleshoot printers, computer hardware and any other authorized peripheral equipment
• Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users
• Return defective equipment/parts to maintenance inventory, document customer repairs, maintain and restock assigned parts inventory to insure proper spare parts levels
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
• Used Bomgar and Skype to performed remote desktop Troubleshooting

Tier 3 Help Desk Technician

Confidential

• Provided Tier 3 Desktop support for users within the Library of Congress
• Imaged Dell laptops (Latitude E7470, E6520, E5500) and desktops (Optiplex 990,9020,3440) using SCCM
• Provided training to users during deployment of laptops
• Provided support to end users relating to hardware and software, computer applications, LAN components and peripherals
• Used SCCM 2012 client installation and Remote Desktop Connection to deploy the customer software, and met with customers to manually install software at their desks
• Proven skills in Windows 7, Microsoft Office 2007/2010 and Antivirus software
• Provided support for connectivity, telework, software and hardware installation requests, and other services.
• Tracked, updated, and documented work in the ticketing system FootPrints
• Supported users with RSA Two-Factor Authentication
• Was responsible for monitoring, operating, managing, troubleshooting and restoring to service, personal computers (PC) or notebooks that has authorized access to the network
• Performed remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
• Installed, upgraded, supported and performed for printers, computer hardware and any other authorized peripheral equipment
• Installed, upgraded, supported and performed troubleshooting for Windows 7 and Microsoft Office 2007 and any other authorized desktop applications
• Returned defective equipment/parts to maintenance inventory, documented customer repairs, maintained and restocked assigned parts inventory to insure proper spare parts levels
• Conducted on-site analysis, identification, and resolution of difficult desktop problems for end users

Technical Analysis Sr. Associate

Confidential

• Worked as a Refresh Specialist preparing new machines for deployment to replace PC’s that are out of warranty
• Imaged Dell and HP laptops and desktops using SCCM
• Migrated user’s data and configure their new computer without loss of data or applications
• Maintained, analyzed, and troubleshot software and computer peripherals
• Provided customer service with effective oral and written communications skills
• Assisted coworkers in resolution of end user technical issues with MS Office 2010
• Used SCCM 2012 for client installation and Remote Desktop Connection to deploy the customer software
• Assisted in desk side support for hardware and software issues Provide post-deployment support to end-users
• Conducted on-site analysis, identification, and resolution of difficult desktop problems for end users
• Provided support to end users relating to hardware and software, computer applications, LAN components and peripherals
• Proven skills in Windows 7, Microsoft Office 2007/2010 and Antivirus software

Technical Analysis Sr. Associate

Confidential

• Provided Tier 2 Desktop support for over 25,000 users within the MedStar Hospital Center
• Used SCCM 2012 client installation and Remote Desktop Connection to deploy the customer’s software
• Worked as a Migration Specialist preparing new machines for deployment to replace existing users’ computers
• Migrated user’s data and configuring their new computer with no loss of data or applications
• Imaged Dell and HP laptops and desktops using SCCM and Dell encryption
• Maintained, analyzed, and troubleshoot, software and computer peripherals

  Assure that all tickets requiring follow up work and/or calls receive appropriate attention

• Assisted coworkers in resolution of end users' technical issues with MS Office 2010
• Supported installation, maintenance, and repair of computers, and peripherals
• Provided customer service with effective oral communications and written communications skills
• Account Administration within Active Directory
• Assisted in desk side support for hardware and software issues Provide post - deployment support to end-users

WMATA Tier 2 Sr. Support Engineer

Confidential

• Provided Tier 2 remote system administration support, system maintenance, and operation of Windows XP and Windows 7 workstations, for 15,000 users
• Troubleshoots problems and applies resolutions both remotely and desk side support to meet Service Level Agreements (SLAs)
• Resolved desktop problems and service requests such as software installs remotely using tools such as Dameware, SCCM, Remote Desktop Connection, Active Directory, to resolve IT issues and minimize the customer’s down time
• Used SCCM to upgrade customer’s from MS Office 2007 to MS Office 2010
• Responsible for Tier2 Desk side support
• Performed Incident ticket logging via Maximo ticket tracking system
• Remediated trouble tickets and escalated if needed, kept management informed of escalations and resolutions
• Removed and created customer accounts via Active Directory
• Performed customer PC replacements when special ordered
• Imaged new PCs prior to deployment to customer
• Configured Laptops for WiFi connections

Systems Engineer

Confidential

• Provided remote system administration support, system maintenance, and operation of Windows workstations
• Troubleshot problems and applied resolutions remotely
• Resolved desktop problems and service requests such as software installs remotely using tools such as SMS, Remote Desktop Connection, and Active Directory
• Proven skills in Windows 7, Microsoft Office 2007/2010 and Antivirus software
• Provides customer service with effective oral and written communications skills
• Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users

SSET/Project Manager

Confidential

• Served as an Information Technology (IT) Specialist as a member of the Systems Access team at the Defense Intelligence Agency Center (DIAC)
• Provided Tier 3 support for 35,000 users worldwide
• Utilized Active Directory to create and disable customer’s accounts on the Unclassified, Secret Internet Protocol Routed Network (SIPRNet), and Joint Worldwide Intelligence Communications System (JWICS) domains
• Successfully completed daily operations and maintenance of network and application accounts and access for DIA domains, and meeting Service Level Agreements (SLAs)
• Created the following user accounts: Multi Media Message (M3), Modernized Integrated Data Base (MIDB), Web Intelligence Search Engine (WISE), DODIIS Trusted Workstation (DTW), StoneGhost, Administrative and DoD Intelligence Information System (DODIIS)
• Utilized Active Directory to transfer customer’s accounts to Defense Attaché Office (DAO) sites worldwide
• Acted as Project Manager for the DoDIIS Access Security Officer (DASO) program, which includes training, nominations, processes and procedures. The DASO program was designed to provide superior support with minimal turnaround time to DIA and DoDIIS customers requesting access to DIA's Automated Information Systems (AIS). The DASO program allows a representative from each of the distant end sites to act on DIA's behalf in validating clearances and need to know along with requesting access to applications provided by DIA for their site

Desk Officer

Confidential

• Worked in the Diplomatic Telecommunications Service Program Office (DTS-PO) as a Desk Officer
• Responsible for the planning, managing, and supervising the coordination and installation of communications equipment, IT systems and telecommunications upgrades at overseas posts
• Interacted extensively with other DTS-PO groups/divisions on technical issues and installations, provided authoritative advice, guidance, and expertise to DTS-PO senior management and staff, and formulated and developed recommendations in the resolution of highly complex problems and issues based on experience and expertise
• Routinely participated in systems analyses and feasibility studies concerning data communications and communications networks and submitted written results to management
• Successfully for analyzed proposed and existing communications applications in terms of data requirements and cost and submitting reports in writing to management
• Communicated orally and in writing to senior management and stakeholders regarding policy, bandwidth upgrades IT equipment replacements and other issues
• Drafted functional specifications for acquiring commercially available or United States Government (USG) owned data communications capabilities for management review
• Responded to various day-to-day operational issues that surface at assigned facilities
• Acted as Project Manager (PM) for the new U.S. Embassy in Accra, Ghana
• Responsible for creating project plans, developing operating plans, creating SLAs, implementing organizational level agreements between organizations, generating project schedules, establishing scope, methods, and resource requirements, and coordinating and organizing IT specialists and IT customer support staff

Information Assurance Engineer

Confidential

• Served as an Information Assurance Engineer at The U.S. Department of State (DoS)
• Responsible for performing remote and on-site security scans for networks, both domestic and international, using the following network security tools: Fluke, Lophtcrack, Baseline Tool Kit, EnCase, Visio, Mapshot, Microsoft Security Tool Kit, and Kane
• The international sites included U.S. Embassies, and Consulates Worldwide
• Traveled internationally to evaluate and address vulnerabilities within Department of State information systems to achieve higher levels of system integrity, policy compliance, and IV&V assessments for OpenNET to OpenNET+ migration
• Certified and accredited DoS information technology systems, classified and unclassified, in compliance with Department and National directives
• Completed certification and accreditation of NIACAP
• Scanned embassies and consulates with ISS scanner and Kane Security Analyst for network vulnerabilities
• Developed and applied advanced methods, theories and research techniques in the solution of security environment requirements and problems
• Planned, conducted and technically directed projects or major phases of significant projects
• Reviewed information systems security environments to include all aspects of physical, technical, and administrative security issues
• Developed client specific information system risk management alternatives and implementation plans and advised customers of deficiencies and recommend corrective action
• Trained DoS employees on IT security issues and inspected embassies for COMPUSEC compliance
• Acted as the lead investigator of used abuse of DoS computer systems
• Tested and evaluated new technology to better the Departments evaluation process and reported findings in written reports to higher headquarters