EXPERIENCE:

Technical Consultant

Confidential, Fort Belvoir, VA

Responsibilities:

• Daily cloud - based Call Center service request supports to 5,000 DCAA users nationwide using phone, email, Lync and Skype For Business instant messaging, incident ticket queue Microsoft System Center Service Manager (SCSM) and Cherwell, remote connection Dameware and RDP, and Active Directory tech menu.
• Resolve issues with Customer software, hardware (light), Win7, Win10 (light), Outlook email, Office 2010Office 2016 (light), scanners, printer mapping, network drives, CAC card certificates, Bitlocker recoveryVPN connection, internet settings, Java setting, McAfee VirusScan status, Adobe, and account unlock.

Confidential, Washington, DC

Help Desk Support Analyst

Responsibilities:

• Rollout new tablets. Diagnose and resolve service requests per telephone, email, walk-in, and desk-side.
• Install Customer hardware and software.
• Provide training.
• Win7, Win8, Office 2007/2010/2013 , printers & output trays, internet proxy settings, Java network security, and Outlook Exchange profile. Supports:
• Virtual / Server: Build virtual machines and create virtual desktops using Hyper-V Manager on Server 2012.
• Monitor and restart Microsoft Server 2003 applications.
• Symantec: Install Symantec Endpoint Protection and SEP Communicator antivirus software. Save Bitlocker recovery key, decrypt & encrypt machines, then install Symantec Encryption Endpoint and SEE components
• (Management Agent, Drive Encryption, Removable Media).
• Smart Cards: Install Active Client and PIV card readers. Use Activation Tool and fingerprint reader to reset PIN. Active Directory: Unlock accounts, reset passwords, move objects between OUs, create user virtual accounts Remote Access: Modify .net framework program features then install and create remote desktop connection manager sessions. Install VPN, watermark script, and security certificate store. Monitor RSA token access (light).
• Tape library backups (training only): Open operations mail slot on HP Storage Works device; pull magazine tray.
• Set up Tablet and hardware asset manager software.
• Assist with mobile phone email and setup.

Confidential, DC

Sr Help Desk Technician

Responsibilities:

• Submit PC replacement requests Win XP to Windows 7, workstation, Dell All-In-One (AIO), laptop PC migration support (light)
• Use PC Mover tool to monitor data transfers and create email notifications Email configurations Outlook 2013, 2010, 2007, 365, 2003, webmail, mobile Regular operations VPN, tokens, remote access, remote desktop, Citrix, printer config, Active Directory, monitor display.
• Account password unlock/reset for network, Oracle PeopleSoft financials, and Maximo.
• Install .net framework to resolve map display issues.

Confidential

Computer Technical Support Analyst

Responsibilities:

• Resolve issues for migration accounts, domain, proxy, user files, and CAC smart card certificate mapping via Active Directory, User Mapping Tool, NetIQ DRA Console, and Remedy tickets.
• Recreate email profile for MS Outlook connectivity and update group policy.
• Remote to customer Win7 machines via Bomgar and MS Communicator.
• Image and join to domain, enable wireless adapter, Juniper SSL VPN connections, install Cisco VPN and apps.

Confidential, Arlington, VA

Help DeskResponsibilities:

• Win7 imaging (CD and Ghost), load drivers, Altiris Symantec Management Console software installs, Remedy Magic tickets, Goverlan remote connections
• Active Dir account unlocks and password resets, share network port via Cisco switch.
• Light: iphone, Mac Mini, and A/V setup.

Confidential

Help Desk

Responsibilities:

• Cisco CCA phone calls, ITSM Remedy tickets, LogMeIn remote connections
• Marimba channel updates, unlock accounts, reset passwords.
• Resolve remote access issues: activate and unlock RSA tokens via RSA Manager, reset token PINs, generate soft tokens, monitor sessions, verify Citrix client and receiver, verify Citrix and Terminal Server remote desktop and applications access, and verify VPN access.
• Resolve Windows 7/Vista issues for Office 2003/2007, printers, internet, Exchange, Document Manager, and EAS. Help set up iphone, ipad, and Blackberry.

Confidential, Washington, DC

Help Desk Specialist

Responsibilities:

• Handle ACD phone, walk-ins, email, voice mail, desk-side (light), ITSM HEAT tickets. Use SCCM to remote to computers.
• Use Active Directory to unlock accounts, reset passwords, modify memberships.
• Resolve remote access issues: activate, unlock, and generate RSA tokens, reset PINs (hard key, soft Blackberry), monitor sessions, setup Citrix client and receiver installation, verify VPN and certs, and remote desktop.
• Resolve Win7/XP issues for Office 2003/2007/2010 , printers, internet proxy settings, Outlook Exchange profile, Avaya Message Manager, Cisco Iron Port quarantined email, and Enterprise Vault evault archiving. Submit Audio/Visual requests.

Confidential, Alexandria, VA

Service Desk Consultant

Responsibilities:

• Enterprise IT Service Desk 24x7 supports to Confidential, Washington Headquarters Services, Pentagon Force Protection Agency, and Confidential Inspector General. Reimage Dell and HP machines per NOC security vulnerability IAVA alert. Install/remove hard drives and change domains.
• Resolve issues for email profile, Exchange, Microsoft Office, CAC (smart) cards, and Thin Client. Make remote IP connections to customer XP/Win7 machines (via Remote Desktop Connection, DameWare, and virtual Terminal Server VPN connection) to resolve issues and remove/upload software.
• Recover certificates and link to Windows.
• Use Avaya phones and CMS Supervisor to monitor call queue status. Use Cisco Unified Messaging phone and email.
• Run Citrix Server and update Active Dir customer/exceptions info.
• Update group policy. Install apps and PolyCom VTC.
• Create and resolve incident tickets.
• Mobile Data Armor encryption recovery, Evault, Blackberry, telecom.

Confidential, Washington, DC/Rockville, MD

Consultant

Responsibilities:

• Image desktops & laptops, and wipe drives.
• Install Oracle, CPES Checkpoint Endpoint security encryption software, and department apps.
• Do data migration manually and via Altiris PC Transport
• Migration and MS Printer Migrator.
• Configure hardware, software, network, printers.
• Do Asset Management.