SUMMARY:

Insightful, result - driven, I.T. professional displaying excellence in customer service with well-organized, proactive, streamlined methodology to increase productivity while successfully multitasking within deadline oriented, fast paced environments with strong oral and written communication, and an information sharing mindset.

RELATED TECHNICAL EXPERTISE:

Operating Systems: DOS, Windows (XP/Vista/ 7/8/10), Windows server (2008/2012), Apple Mac OS X, & Linux

Hardware: Lenovo/Dell/ HP/ Compaq workstations (laptops/desktops/tablets), Microsoft Surface Pro tablets, Apple (iMac/MacBook/iPad), smartphones (iPhone/Android/Blackberry/Microsoft), printers (local/network), multi-function devices, wireless devices, biometric devices, VTC, telepresence systems, VoIP phones, & smartboards.

Networking: Ethernet, wireless, TCP/IP, DNS, DHCP, VPN, RAS, Motorola Cable Modem Switches, Cisco Universal Broadband Routers, firewalls, Mi-Fi devices, CAT5 cabling & termination.

Software: BMC Remedy, HP Service Manager, Service Now, Samanage, Norton Ghost, Dell KACE, Windows AIK, Microsoft Image X, SysPrep, Casper, Parallels, JAMF Software Server, PowerShell, RoboCopy, MS USMT, Mobile Iron, Citrix, Cisco VPN, WebEx, GoToMeeting, HP SDM, Adobe Acrobat, Lotus Notes, Microsoft SMS, Microsoft SCCM, Batch files, Active Directory, Exchange 2013, Office 2007/2010/2013 , Office 365, MS Lync, Skype for Business, Google Apps, MS OneDrive, Dropbox, Box, McAfee, Symantec Endpoint Protection, Chrome, Firefox, Safari, Internet Explorer, BitLocker, Credant, Symantec Endpoint Encryption, Connected Backup, Virtual Box, LogMeIn, Windows Remote Desktop (RDP/VNC), Apple Remote Desktop, Radmin, Telnet, DameWare.

EXPERIENCE:

Confidential, Manassas, VA

Lead I.T. Specialist

Responsibilities:

• Assist, provide direction, & train desktop support staff.
• Perform on-site workstation warranty break/fix repair or replacement.
• Schedule & perform workstation refreshes.
• Manage user accounts & computer objects; & reset passwords within Active Directory.
• Troubleshoot, remedy, & escalate VPN connectivity issues.
• Answer, escalate, & resolve reported issues within ServiceNow ticketing system.
• Troubleshoot & remedy BitLocker encryption issues.
• Provide in-person & remote support while adhering to SLA guidelines.
• Troubleshoot, escalate, and/or resolve LAN or WiFi connectivity issues.
• Image, configure, & deploy desktops, laptops, & tablets.
• Perform mobile device management for Apple smartphones & MiFi devices.
• Maintain & update asset inventory database to reflect ownership & location.
• Assist & remedy Office 365 licensing, configuration, & application issues.
• Deploy & install software on issued workstations via Microsoft SCCM2012
• Troubleshoot & correct SCCM client issues

Confidential, Washington DC

Sr. Help Desk Agent

Responsibilities:

• Provide deskside & remote support to Confidential users while adhering to SLA guidelines.
• Manage user accounts & computer objects; & reset passwords within Active Directory.
• Answer, escalate, & resolve reported issues within Samanage ticketing system.
• Troubleshoot, escalate, and/or resolve MS OneDrive synchronization issues.
• Configure & assist with BitLocker encryption on issued devices.
• Troubleshoot, escalate, and/or resolve LAN or WiFi connectivity issues.
• Complete asset Installations, Moves, Adds, & Changes upon request.
• Image, configure, & deploy Dell laptops & Microsoft Surface Pro 3 tablets.
• Perform mobile device management for Microsoft, Apple, & Blackberry smartphones & MiFi devices.
• Configure & install network or local HP, Brother, & Confidential multi-function scanner/copier/printers.
• Maintain & update asset inventory database to reflect ownership & asset location.
• Perform on-site workstation warranty break/fix repair or replacement.
• Configure & assist with VTC equipment, laptops, & tablets for meetings & conferences.
• Provide to executive & administrative users.
• Schedule & perform workstation refreshes
• Assist & remedy Office 365 configuration & application issues.
• Deploy & install COTS software on issued workstations via Microsoft SCCM2012.
• Troubleshoot, remedy, & escalate VPN connectivity issues.

Confidential, Annandale VA

Sr. Desktop Engineer

Responsibilities:

• Serve as a lead & primary I.T. resource to resolve reported issues for executive & administrative users.
• Create, move, unlock user accounts & reset passwords within Active Directory.
• Approve & manage SharePoint calendar requests for meetings & conferences.
• Create, escalate, & resolve reported issues within Service Now ticketing system.
• Install, configure, & assist users with Symantec Endpoint Encryption on issued laptops.
• Troubleshoot, escalate, and/or resolve LAN or WiFi connectivity issues on supported devices.
• Add, delete, or move computer hostnames within Active Directory.
• Map network printers & install drivers on Apple or Dell workstations.
• Create & help maintain SOP & knowledge base articles.
• Complete asset Installations, Moves, Adds, & Changes upon request.
• Design & capture Windows 7 images utilizing Windows AIK, Sysprep, Image X, & Dell KACE K2000.
• Deploy image, configure, & install Apple MacBooks & Dell workstations.
• Assist & remedy smartphone & tablet connectivity & e-mail issues.
• Configure & install network or local HP & Confidential multi-function scanner/copier/printers.
• Maintain & update asset inventory database to reflect ownership & asset location.
• Perform on-site workstation warranty break/fix repair or replacement.
• Configure & assist with VTC equipment, telepresence systems, laptops, & smartboards for meetings & conferences.
• Maintain telecommunication closet cabling.
• Provide to executive & administrative users.
• Troubleshoot, escalate, & remedy user reported web browsing issues.
• Schedule & perform workstation refreshes including data backup & recovery.
• Assist & remedy Outlook configuration & application issues.
• Organize, install, & remove COTS software on issued workstations.
• Clean infected Windows workstations with Antivirus, Malware, or Spyware removal utilities.
• Provide support for VPN connectivity issues.

Confidential, Washington D.C.

Sr. Systems Technician

Responsibilities:

• Create, escalate, & resolve tickets reported to the HP Service Manager ticketing system.
• Troubleshoot, escalate, and/or resolve LAN or WiFi connectivity issues on supported devices.
• Unlock user accounts & reset passwords within Active Directory.
• Deploy Windows (XP/7) images via boot media to workstations (laptops/desktops).
• Deploy OS X images to Apple iMacs or MacBooks via Casper Imaging or JAMF thin imaging client.
• Install & manage software on Windows workstations via Microsoft SCCM 2012.
• Install software, bind to domain, and/or provide support for iMacs & MacBooks via Casper Remote.
• Activate, configure, manage, backup, & restore Apple iPhones & iPads.
• Perform Blackberry enterprise activations on RIM wireless handheld devices.
• Create & help maintain SOP & knowledge base articles.
• Update Disney asset database for Moves/Adds/Changes of equipment to reflect ownership & asset location.
• Apply security patches & software updates to dedicated Windows workstations.
• Backup/restore data to/from workstations using Connected Backup or MS User Status Migration Tool (USMT)
• Create & maintain Batch files for rapid & repetitive network printer mapping & driver installation.
• Provide support for Citrix & VPN remote access.
• Perform on-site break/fix repair or replacement for laptop or desktop workstations.
• Troubleshoot, escalate, & remedy user reported web browsing issues.
• Install & support Parallels Desktop for Disney executive Mac users.
• Configure, install, & provide maintenance for local & networked HP printers.
• Install, move, & decommission Apple, Lenovo, & HP workstations.
• Clean infected Windows workstations with Antivirus, Malware, or Spyware removal utilities.
• Assist & remedy Outlook configuration & application issues.
• Schedule & prepare workstation refreshes per individual or for shared, multi-user locations.
• Assist & remedy Outlook configuration & application issues.
• Install & support proprietary ABC News software.
• Provide support for COTS software (Adobe Acrobat, Office 2010, & etc.)
• Provide e-mail support via Outlook 365/Exchange 2013 web portal.
• Install & support Credant laptop encryption software for executive users.
• Frequently perform workstation health checks to optimize performance.
• Install, configure, & support Disney Box file hosting software.
• Assist end users with McAfee anti-virus & firewall configuration issues.

Confidential, Washington, DC

Computer Maintenance Technician

Responsibilities:

• Create, escalate, & resolve tickets reported within Remedy ticketing system.
• Schedule & perform laptop/desktop refreshes including data backup & recovery.
• Troubleshoot, escalate, and/or resolve LAN or WiFi connectivity issues on supported devices.
• Deploy Windows XP image to workstations (laptops/desktops) utilizing Norton Ghost or boot media.
• Perform on-site break/fix repair or replacement for laptop or desktop workstations.
• Perform Move/Add/Changes of issued workstations & peripherals.
• Assist users with SafeBoot laptop encryption issues.
• Activate, configure, backup, & restore RIM Blackberry smartphones.
• Configure, install, & provide maintenance for local & networked HP printers.
• Provide support for COTS software (Adobe Acrobat, Office 2007, Roxio).
• Assist & remedy Outlook configuration & application issues.
• Clean infected Windows workstations with Symantec antivirus, malware, or spyware removal utilities.
• Install & manage software via Microsoft SMS, then Microsoft SCCM.

Confidential, Fairfax, VA

Senior Help Desk Analyst & Lead

Responsibilities:

• Provide tier 1 support for V.I.P. & GSA users via telephone, email, or remote desktop interface.
• Create, escalate, & resolve tickets reported within CA UniCenter ticketing system.
• Unlock user accounts & reset passwords via Active Directory.
• Assist end users with Lotus Notes account & configuration difficulties.
• Troubleshoot, escalate, & resolve reported web browsing issues.
• Provide support for COTS software.
• Participate with on-call rotation responsibilities.
• Diagnose, escalate, & resolve VPN, RAS, & Citrix connectivity issues.
• Support & redirect e-Authentication issues to the appropriate helpdesk.

Confidential, Bear Creek, PA

Internet Support Agent

Responsibilities:

• Troubleshoot, escalate, & resolve issues pertaining to email, browsing, physical and network connections for broadband cable modem & dial-up subscribers across multiple operating systems and multiple types of cable modems while maintaining targeted call times and providing exceptional customer service.
• Diagnose & resolve network configuration issues on subscriber’s systems operating Windows 98/2000/XP or Mac OS 8.6 - 10.2.
• Diagnose & resolve broadband 1 & 2-way cable modem connectivity issues with 7200 series Cisco Universal Broadband Routers or Motorola Cable Modem Termination Switches via Telnet & show cable modem commands.
• Assist subscribers diagnose & resolve dial-up modem issues utilizing Hayes commands.