TECHNICAL SKILLS

• Win7
• Suse Lunix 10
• Microsoft Office
• Win 10
• GroupWise
• SQL
• GroupWise
• MS Outlook
• Active Directory
• Novell
• Lotus Notes
• Dell Kace
• Citrix
• PC Anywhere
• Sophos Safegaurd
• Ghost
• ServiceNow
• SCCM
• Adobe Acrobat
• Adobe Photoshop
• Dell Data Protection Enterprise
• PGP encryption software
• Windows Server 2008\2012
• VMware ESX

PROFESSIONAL EXPERIENCE

Confidential, Alexandranda, VA

IT Analyst

Responsibilities:

Provide End user support to Confidential, including the support of Dell Laptops, HP printers, Also provide software support in a Windows 10 Environment, includes support of MS Office, MS Outlook, MS Visio, MS Project, Adobe Acrobat, Mobile Iron, Skype for Business, Pulse Secure (VPN). Creating and Managing Accounts in Active Directory, Software installs using SCCM. Managing Tickets and Inventory using ServiceNow. Imaging and configuration of Agency Laptops, troubleshooting issues with VOIP Phones, Training of Helpdesk Technicians.

Confidential, Alexandranda, VA

Helpdesk Analyst

Responsibilities:

Provide 100% phone support to US Patent and Trademark Office, include the support of Dell and HP laptops running both Windows 7 and Windows 10 Systems, HP Printers. Software Support to include Skype for Business, Microsoft Office, Outlook2010, 2012, and 2016, Adobe Acrobat, WebEX, and proprietary software. Software installs and remote access using SCCM. Tracking and escalating all calls using remedy ticketing system.

Confidential, Washington, DC

End User Specialist

Responsibilities:

Providing End user support as a member of a local 2 man team for over 400 Confidential ’s Washington DC onsite and remote users, Support includes Troubleshooting, configuring, updating and deployment of HP laptops, Desktops, Local Printers, (BYOD) Smartphones, and iPad. Also provide software support in a Windows 7/Windows 10 Mixed Environment, includes support of MS Office, MS Outlook, MS Visio, MS Project, Adobe Creative Cloud, PeopleSoft, Blackberry Good Mobile Control, Cisco Jabber, DB2, Sophos Safeguard, Symantec Endpoint Protection, MS System Center Configuration Manager, Active Directory, Cylance Protect, ServiceNow, and Cisco Anyconnect. Other duties include Inventory management, imaging and configuration of HP Laptops and desktops, and providing Audio Visual support for conference calls, presentations and training.

Confidential, Arlington, VA

End User Specialist II (Team Lead)

Responsibilities:

End User Support as a member of a 6 Man team to provide support to 18 EMCOR subsidiaries and over 4500 users. My primary duties include troubleshooting server, desktop, laptops, Citrix, VPN, Lotus Notes Email and Databases, Encryption, Inventory and other EMCOR’s proprietary software’s. Mange Local companies IT needs, such as EMCOR Government Services, EMCOR Services and Combustioneer. This also included remote sites and government contracts (50+ separate IT environments) across the US.

Confidential, Washington, DC

System Engineer

Responsibilities:

Design, Installation and support of Agency Network Servers for the Confidential to include the procurement, and installation of Server 2003, Server 2008, Active Directory, Symantec Endpoint Protection 12, Symantec Backup Exec 12.5, Symantec Ghost Solution Suite 2.5, IT Sentinel, ACE Live, What’s Up Gold, Extensis Portfolio Studio, MS SQL 2005 express and RFID inventory System. Assisted in configuring Cisco Switches and Routers.

Confidential, Manassas, VA

LAN Administrator\ Tier 3 helpdesk support

Responsibilities:

Managing HP Servers running Linux, Novel, and Microsoft platforms. Management of 12 citrix servers running on an virtual environment using VM Ware. Providing support to 500+ Confidential Employees. Deploying software, imaging desktops with Zen Imaging. Repairing HP printers, Canon and RicoH Copiers. Management of Novell Network accounts and Active Directory. Troubleshooting and administering workstations, Laptops, citrix, and VM Ware issues with users and servers.

Confidential, McLean, VA

Helpdesk Support Technician

Responsibilities:

Providing phone support, desktop support, and LAN Administration to over 3600 end users for the Federal Aviation Administration. Duties included creating users network accounts using Active Directory, Troubleshooting Software such as Win XP, Office XP, and lotus notes. Troubleshooting hardware issues on Desktops, Laptops, and Printers.

Confidential, Bethesda, MD

Sr. Systems Analyst

Responsibilities:

Providing Phone Support, Desktop Support and Jr. Administrator support for Several clients to include Softmed Systems Confidential ., Biolab Confidential . (Atlanta, GA), Confidential LLP, Confidential, Confidential, Confidential, and Confidential . Which include Migrating and configuring Win98, and WinNT4.0 to Win2000. Installing and troubleshooting Microsoft Office Suite 97, 2000, and 2002; Microsoft Project 98 and 2000; Internet Explorer; Groupwise5.5; Outlook; Heat 6.0(helpdesk software); Support Magic(helpdesk software); Remedy (helpdesk software); Symposium Express Call Center; PC Anywhere; Crystal Reports 5.0, 6.0, 7.0 and 8.5; Crystal Enterprise; SQL Server 6.5, 7.0, and 2000; I - manage; Ki Systems (Address book Software) and Citrix. Installing and troubleshooting network printers using Jet Admin. Creating user accounts and granting rights and access for Novel, NT, and Citrix Environments. Was responsible for bring 35 out of 150 Confidential Homes online, which including walking field technicians through setting up 3com Routers, Network printers with Direct Jet boxes, and installing and configuring VNC (Remote user software), Citrix, the App (Application) Portal, and REP’s ( Confidential Clients information Database).

Confidential, Arlington, VA

PC Technician

Responsibilities:

Contractor at the Confidential to provide technical assistance to internal customers including: installing, testing, and moving agency PC and printer equipment; maintaining and updating PC, and printer equipment inventories. Analyzed and evaluated work processes and problems for computer solutions. Performed network configurations in Banyan Vines. Assisted in the hardware and software migration to a Microsoft Windows NT network. Installed Win NT 4.0, Win 95, DOS, and Windows 3.x operating systems. Installed Microsoft Office Suite 97 and tracked help desk trouble ticket request forms using Heat software.