SUMMARY:

Over the past twelve years of progressive responsibility in Desktop Support and Network Operations. Excellent customer service skills and ability to communicate and collaborate to conduct IT services. Consistent achievement in accessing requirements, managing processes and improving effectiveness and productivity. Possess strong command of federal administrative and security policies and regulations.

EMPLOYMENT:

Confidential

Asset Technician

Responsibilities:

• I deliver the ADP equipment for the following desktops, laptops within the Confidential in the DC region.
• Also worked on the COOP Project deployed out 140 laptops to all of the required sites within the Confidential sites around the Washington DC Metro area that were required for each user to obtain for home user to telecommute.
• Perform the Ghost Image for each computer that is returned back to the Confidential Warehouse home site in Alexandria VA on day to day bases when a user is no longer required to have or has retired or resigned Confidential .
• The purpose of Ghosting is this will clean the hard drive from previous user to be deployed out again to a new user.
• Setup each computer in the testing lab to perform the Ghost Image this will erase data that was from the previous user who obtain this specific computer with their data.
• Once this is completed Ghosting will perform a new image on desktop that will clean the hard drive and ready for the next user to be deployed.
• Deploy out desktops, laptops, and other ADP equipment as assigned to the specific sites within the Metropolitan area as requested to the site offices.
• Return the ADP equipment back to the Warehouse in Alexandria Virginia home site to check in the equipment for inventory and to keep record on.
• Test out monitors, desktops, laptops, and printers as required to make sure it works properly before deploying or assigning to a user within or to be deployed at a Confidential location.
• Also check to make sure if each of the specific hardware is under warranty if it is this will ensure to replace any type of parts for Confidential to replace and send back to the manufacturer to get a replacement.
• Install Data Armor software on the laptops as required through Confidential, deploy out the laptops to the designated Confidential region to the Confidential offices around.
• This is required software that is part of Confidential procedures for every user to obtain on a laptop to login to the Confidential network when inserting their CAC card reader.
• Work on the Remedy 7.6 ticket system on a daily bases to create, assign tickets out to the technician on the Confidential team within their expertise skills of troubleshooting for them to take care of.
• The tickets are created from the Confidential staff offices then escalate to the Confidential Help Desk to be finalized, and to assigned myself or a team of techs p to the location of issues that we are required to go to deliver ADP. Scan form 7, Hardware Agreement document form that are required at delivery any to the location for each user to be responsible for.
• Each e user is required to sign their signature to ensure so that they have ownership of inventory at worksite to where it is located at.
• Also keep record of Confidential ADP inventory of where it is located at within the inventory database.
• Each of the documentation illustrates location, user, office, and the date of delivery then it is saved in the Asset inventory folder in a folder on under Asset Management in the network H Drive for safe keeping for everyone to view.
• Setup, deploy desktops for user when they relocate to a new office, provide office support to make sure their desktop, monitor, printer is setup is configured properly and make sure the Confidential network is enable for them to login to the network.

Confidential

Help Desk Analyst

Responsibilities:

• Provide IT support on the telephone, work with Remedy 7.6 on ticket request when users and staff request or contact to have a ticket submitted that states the nature of work.
• This is all within the Washington Headquarters System at the Alexandria region at the Warehouse support. Reset - locked passwords when a user is locked out and required to have a CAC Card to login to the network for the first time user attempts 3 times.
• This requires me to unlock their account, to make sure they are able to login to the network.
• I remote into the user’s workstation indicating the computer number from workstation this gives me access to their workstation in assisting with their hardware and software applications within their space. Each ticket are created in Remedy when a user requests to have work done at location or from staff within the Confidential locations in stating each category nature of work.
• Each ticket will be forwarded to my inbox as assigned within my expertise.
• This is a policy that Confidential requires and a policy, without a ticket the requests will not be approved until that user or staff compromises and submits a ticket or contacts the Service Desk Support. Assist other technicians on special projects and assist ticket requests for assistance when issue may be over my expertise, or requires assistance or advised.
• Assign tickets to the technicians within their designated sites who are assigned to the specific sites.
• Also take information from the user then delegated out to that tech who is responsible for the location the ticket is created and assigned to them to take care of.
• Also responsible for offsite support that requires me to go offsite to the following in the Alexandria and Arlington area.
• I assist the users with their desktops, laptop, and network printers related issues in providing my support for these sites within the Washington Headquarters Services as needed.
• I will coordinate with them a time of day to assist them.
• Responsible for point of contact as a liaison for Confidential Warehouse region at the Alexandria site for all other computer issues as needed on a day to day bases..

Confidential, Washington, DC

Desktop Support/Deployment Technician

Responsibilities:

• Provide desktop support customer service day to day and support with the following - Blackberry PDA Devices, Desktop, Printers, Laptops, Scanners, Mice, Hardware, Software installs, and specific Microsoft approved software products as requested.
• Work in the Remedy Ticket System to track down tickets in database that are assigned to me within my expertise and skills.
• All requests are generated through a ticket for approval through Remedy. Support, troubleshoot, and provide technical support for the A LAN ( unclassified), C LAN (classified) network desktops throughout the buildings at the Confidential .
• Work with other technicians as needed on special projects at times when assigned to a specific task.
• Trouble shoot all HP, Desk jet Printers as needed in replacing toner cartridges at times when the printer is low on ink after printing for a long period of time.
• Replace, upgrade monitors in all sizes for the user at a specific workstation, troubleshoot, install software, upgrade desktop as requested.
• Provide administration rights to each user to install specific software, remote in, delete additional files from the hard drive, when tech has these admin rights who are granted permission to do this process.
• This grants them to go into the software share folder that has many different specific software that are available and are approved from Homeland Security.
• Keep every user informed for any types of changes that may occur on specific weeks, weekends that are required to be installed on the user workstation.
• Provide an email report on a network change or outage that is going to take place informed them on important tasks that require the technician to obtain computer. Deliver, replace desktops, monitors, printers when a device is not functioning properly as needed and when a user departs Homeland Security. Assist users in moving to a new office location to setup desktop to make sure they can login their password to connect to the network when computer is setup at new location.
• Attach network drops to the available ports in wall to give access to user to login to network on workstations. Work on specific weekends in a six week rotation to provide IT support for Unclassified A LAN and Classified C LAN network troubleshooting.
• Provide password resets, when a user is locked out.
• Provide day to day to IT Support with 24/7 coverage throughout all of the NAC buildings at Confidential to provide IT support to all customer support in following all of the required Confidential policies at the Confidential in the Washington, DC region.

Confidential, Washington, DC

Help Desk Technician

Responsibilities:

• Support the users by responding to telephone calls for service and support from customer employees and contractors.
• Troubleshoot and triage trouble shoot tickets, change and reset passwords, provide software application assistance and installations.
• Perform remote control to user’s desktop to assist users and keep users informed on the status of their trouble call tickets.
• Generate reports and metrics for management, maintain integrity of source tables in the service center database, serves as a primary interface between support and end users.

Confidential

Computer Assistant

Responsibilities:

• Provide customer service on various issues for automatic data processing (ADP) equipment such as personal computers, printers, scanners, and applications software. Responsible for customer support in three buildings at Confidential .
• Manage various servers to ensure the latest updates and software patches are available and that every users request to have software installed on their computer.
• Plan and coordinate with DFAS offices in Washington DC and Indiana to resolve problems with the servers and perform trouble shooting to determine specific problems and solutions.
• Inventory ADP equipment for specific users and track inventory by creating and using a spreadsheet.
• Attend staff meetings and inform other workers of what tasks need to be done as a result of the staff meeting.
• As the Terminal Area Security Officer TASO, I issue passwords, user identification and perform other duties such as resetting user passwords and, unlocking the computer network when a user gets locked out.
• Perform monthly backup process on all servers that are assigned to me. Set up desktop computers and associated equipment for office relocations and new employees.
• Responsible to shred classified documents weekly and assist with payroll time keeping, personnel file maintenance, and other assigned duties.

Confidential

Store Clerk

Responsibilities:

• Provide customer service for nursery and hardware items.
• Stock shelves and ensure products are in proper place within the store.
• Perform essential daily store maintenance.
• Provide specialized assistance for customers as requested.
• Set up and disassembled all of the lawn and product displays.

Confidential

Computer Assistant/Technician

Responsibilities:

• Installed software programs on computers utilizing administrative privileges.
• Resolved user desktop lockups, reset password, password changes, and established temporary passwords.
• Created software images to use in repairing PC’s and installing new software. This entails sweeping the hard drive of all previous software and installing new software.
• Served as Phone Analyst responding to and correcting trouble calls, routing specific problems to appropriate senior specialist provided printer maintenance, reacted to network outages.
• Responsible for all Help Desk calls - entering all information into Support Magic Database initiated the trouble call ticket and recording the employee’s name, room number, and problem.
• Responsible for assigning trouble calls to designated technicians who troubleshoot the diagnostic for that specific trouble call. Usually trouble call involves hardware problems software issues, and network failures. Service areas included the Naval District, Washington, Anacostia, and SCC Charleston National Capital Region.
• Responsible for maintaining inventory control of all ADP equipment, tracking each item that is assign via electronic spreadsheet. Participated in various special projects on loan to other organizations.