SUMMARY:

• Ability to effectively perform duties both in a team and independent environment
• Strong work ethic displaying initiative and commitment to excellent customer service
• Adept at analyzing and solving technical issues with computers and networks
• Master of communicating ideas to technical and non - technical people

ADVANCED SKILLS:

• Server 2008R2
• Server 2003
• Windows 10
• Windows 8.1
• Windows 8
• Windows 7
• Windows Vista
• Windows XP
• Windows 2000
• Windows ME
• Windows 98
• Windows 95
• Active Directory
• DNS
• DHCP
• Exchange Console
• Group Policy
• Routing and Remote Access
• SCCM
• Terminal Services
• NAV and Ghost
• Microsoft Office
• TCP/IP Suite
• Adobe Acrobat
• VMWare
• Cisco Call Manager
• SEP
• Remote Desktop
• Bomgar
• Webex
• Mac OS X
• Linux Fedora
• Linux Red Hat
• Lotus Notes
• Visio Professional
• Remedy
• BMC SDE
• Askus

EXPERIENCE:

Help Desk Engineer

Confidential, Rockville, Maryland

Responsibilities:

• Provide onsite technical support to teachers and students on personal, and school provided devices.
• Imaging school issued devices for teachers, and middle school students.
• Independently provides support for teachers and students grade 6 through 12.
• Maintaining, troubleshooting, and repairing classroom projectors
• Install, and maintain IP, and analog phones.
• Displayed courtesy and strong interpersonal skills with all customer interactions.
• Administration of a Windows Network using Server 2008R2/2012, with Windows 7/8.1/10, MAC OSX and IOS 8/9 devices.

Service Desk Operational Team Lead

Confidential, Washington, DC

Responsibilities:

• A frontline, senior technical support professional with exemplary customer service skills. Provides advanced technical support for employees and affiliates through the IT Service Desk - in person, email, via telephone, and with remote support tools such as windows remote desktop, Bomgar, and Cisco WebEx.
• Organizes the day-to-day workflow of the IT Service Desk and delegates tasks/tickets to the IT Support Technicians to ensure work is completed in a timely manner via Issuetrack s ASKUS ticket system.
• Along with the IT Service Desk - Technical Team Lead, serves as coach and mentor to IT Support Technicians, addresses more complex issues, and is first point of escalation within the Service Desk for complex issues.
• Regularly informs Assistant Director and end-users of issues, variances, or delays to ensure customer satisfaction.
• Serves as the acting Assistant Director, IT
• Resolves customer complaints and concerns with strong verbal and negotiation skills.
• Displayed courtesy and strong interpersonal skills with all customer interactions.
• Administration of a Windows Network using Server 2008R2/2012, with Windows 7/8.1, Blackberry 10, MAC OSX and IOS 7/8 devices.
• Worked directly with engineering team to fix complex issues, and influence procedures.

Desk Side Support Technician

Confidential, Silver Spring, Maryland

Responsibilities:

• Acted as primary contact for computer hardware and software problems, as well as network emergencies.
• Responded to all client requests for technical support by phone, email, remote access, and at the users’ actual location.
• Replaced boards, changed servers and loaded and tested software applications.
• Ran cables from existing patch panels to new patch panels to secure the router and switches in the proper location.
• Resolved customer complaints and concerns with strong verbal and negotiation skills.
• Displayed courtesy and strong interpersonal skills with all customer interactions.
• Processed an average of 10 inbound and outbound technical support calls daily.
• Administration of a Windows Network using Server 2008R2/2012, with Windows 7/8.1, Blackberry 10, MAC OSX, and IOS 6/7 devices.
• Informed customers about issue resolution progress.
• Identified product problems and strengths and collected data on the customer experience

Tactical Communications Team Leader

Confidential, Reisterstown, Maryland

Responsibilities:

• Prepared equipment for all operations.
• Verified that all required information was readily available and displayed correctly
• Tacked maintenance actions and completed records.
• Supervised a team of 5 junior employees.
• Trained and instructed subordinates and supported units on tactical communications systems.
• Maintained complete accountability during redeployment of all sensitive items and communication equipment

Service Desk Lead

Confidential, Fort Belvoir, Virginia

Responsibilities:

• Troubleshot and resolved internet connectivity and general software and hardware issues.
• Added user accounts, troubleshot issues with users and monitored usage on the printing management system using Windows Server 2008R2.
• Managed the 4 person local IT team, allocating resources to ongoing projects and enforcing deadlines.
• Maintained company servers, computers(Windows XP& Vista), printers, cables and other equipment.
• Acted as primary contact for computer hardware and software problems, as well as network emergencies.
• Managed/maintained company’s Cell phone inventory which included Blackberry, Android, and IPhone devices.

Senior Network Administrator/ Help Desk Lead

Confidential

Responsibilities:

• Administrated 3 Windows Server 2008R2 networks, 2 of which were encrypted up to the Secret classification, with Windows XP desktops, and laptops.
• Supervised network installation project to support 2 new EOD companies during Troop Surge.
• Verified that all required information was readily available and displayed correctly
• Tacked maintenance actions and completed records.
• Supervised a team of 5 junior employees.
• Trained and instructed subordinates and supported units on tactical communications systems.
• Maintained complete accountability during redeployment of all sensitive items and individually assigned equipment.
• Prepared equipment for all operations.

Service Desk Lead

Confidential, Fort Belvoir, Virginia

Responsibilities:

• Troubleshot and resolved internet connectivity and general software and hardware issues.
• Added user accounts, troubleshot issues with users and monitored usage on the printing management system using Windows Server 2008R2.
• Managed the 4 person local IT team, allocating resources to ongoing projects and enforcing deadlines.
• Maintained company servers, computers (Windows XP& Vista), printers, cables and other equipment.
• Acted as primary contact for computer hardware and software problems, as well as network emergencies.
• Managed/maintained company’s Cell phone inventory which included Blackberry, Android, and IPhone devices.

Senior Network/ Tactical Communications Technician

Confidential

Responsibilities:

• Administrated 3 Windows Server 2008R2 networks, 2 of which were encrypted up to the Secret classification, with Windows XP desktops, and laptops.
• Prepared equipment for all operations.
• Performed routine automation equipment maintenance at various operation-related facilities.
• Assessed operations and made recommendations to improve safety, increase productivity, enhance performance and reduced personnel loss.
• Performed desktop and laptop repairs for Dell, Panasonic and Hewlett Packer systems.
• Imaged, tested and configured networks, desktops, laptops and printers.
• SCCM Administrator

Service Desk Lead

Confidential, Fort Belvoir, Virginia

Responsibilities:

• Troubleshot and resolved internet connectivity and general software and hardware issues.
• Added user accounts, troubleshot issues with users and monitored usage on the printing management system.
• Managed the 4 person local IT team, allocating resources to ongoing projects and enforcing deadlines.
• Maintained company servers, computers (Windows XP), printers, cables and other equipment.
• Acted as primary contact for computer hardware and software problems, as well as network emergencies.
• Managed/maintained company’s Cell phone inventory which included Blackberry, Android, and IPhone devices.

Network Support Non Commissioned Officer

Confidential, Maryland

Responsibilities:

• Analyzed software, hardware and network systems for various transmission systems.
• Acted as primary contact for computer hardware and software problems, as well as network emergencies.
• Maintained company servers, computers, printers, cables and other equipment.
• Responded to all client requests for technical support by phone, email and the inter-office chat service.
• Imaged, tested and configured networks, desktops, laptops and printers.