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Help Desk Analyst Resume

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Washington, DC

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SUMMARY:

Seeking permanent position or long - term contractual position as Windows Systems Administrator

PROFESSIONAL SKILLS:

  • Microsoft Windows XP to 10 Professional
  • Remedy / ServiceNow / Intuit Track-It
  • Microsoft Active Directory
  • Avaya Call Manager
  • Microsoft PowerShell
  • RSA Remote Authentication Manager
  • Microsoft Server 2012 R2 /Server 2016
  • Symantec VIP
  • Microsoft SCCM
  • Apple Mac 10.5 to 10.11
  • Microsoft Exchange Server 2007
  • Lotus Notes 7
  • Microsoft Office 365
  • Blackberry Enterprise Server Manager
  • VMware vSphere
  • TCP/IP Utility
  • ActivIdentity / ActivClient
  • HP Web Jetadmin / Xerox Centre

CAREER CONTRACTUAL EMPLOYMENT:

Confidential, Washington, DC

Help Desk Analyst

Responsibilities:

  • Unlocked Mainframe and AD accounts
  • Reset Mainframe and AD account passwords
  • Analyzed emails and creating a ticket based on the type of incident or request
  • Pushed requested software to all computers using SCCM Deployment (Web Client)
  • Unlocked and reset VPN token PINs and accounts

Confidential, Manassas, VA

Site Desktop Technician

Responsibilities:

  • Reimaged Dell laptops and desktops using Norton Ghost Multi-cast server
  • Repaired hardware issues such as swapping hard drives, memory, and replacing keyboards and screens
  • Created and managed Active Directory and Office 365 mail and user accounts
  • Utilized PowerShell scripting to configure group email accounts
  • Managed and resolved VPN token issues using Norton Symantec VIP admin console
  • Delivered application software using SCCM on Windows Server 2012 R2

Confidential, Vienna, VA

Field Desktop Support Technician

Responsibilities:

  • Supported all real estate offices in Montgomery and Prince George's county and Washington, DC
  • Utilized proprietary Remedy-like incident/problem ticketing system to record, update, and document issues
  • Configured Google Android and Apple iPhones for Outlook 365 mail.

Confidential, Tyson's Corner, VA

Desktop Support

Responsibilities:

  • Resolved Windows 7 and Macintosh software issues
  • Reimaged computers using Microsoft SCCM Deployment Kit
  • Reset and unlocked Active Directory user accounts

Confidential, Washington, DC

Windows 8 Migration Lead Technician / Private Contract

Responsibilities:

  • Utilized Remedy to track and document Windows XP/Windows 8 migration application incompatibility issues
  • Migrated laptops/desktops from Windows XP to Windows 8 using SCCM imaging via network boot
  • Reset and unlocked Active Directory user and group accounts
  • Replaced solid-state and SATA hard drive on HP, Lenovo, and Dell laptops

Confidential, Alexandria, VA

IT Support Engineer

Responsibilities:

  • Reimaged HP and Dell Desktops and laptops using task sequences in Microsoft SCCM to Windows 7
  • Created and closed incident tickets using Microsoft SCCM console
  • Created Active Directory user and computer accounts

Confidential, Tyson's Corner, VA

Lead Help Desk Analyst

Responsibilities:

  • Conducted Active Directory, Mainframe, PGP, Lotus Notes, voicemail, and BlitzDocs password resets
  • Unlocked Active Directory, Mainframe, and BlitzDocs accounts
  • Recorded network activity using What’s Up Gold network monitoring/analysis tool

Confidential, Tyson's Corner, VA

Service Desk Technician

Responsibilities:

  • Resolved Windows XP, Windows 7, and Lotus Notes issues
  • Conducted Active Directory, Mainframe, PGP, Lotus Notes, voicemail, and BlitzDocs password resets
  • Unlocked Active Directory, Mainframe, and BlitzDocs accounts
  • Installed and configured Avaya IP Softphone
  • Utilized RSA Remote Authentication Manager to resolve VPN token issues

Confidential, Fort Belvoir, VA

Jr. Systems Administrator

Responsibilities:

  • Resolved Office 2007 and Outlook 2007 application issues
  • Created and edited SharePoint pages for data entry and document sharing
  • Created Active Directory user and computer accounts
  • Switched cable configuration between the patch panel and CISCO switch for proper network authentication
  • Utilized Microsoft SCCM task sequence for PC reimaging
  • Resolved CHCS/AHLTA medical applications application issues

Confidential, Washington, DC

Help Desk Support Spec

Responsibilities:

  • Resolved Office 2007 and Outlook 2007 application issues
  • Utilized ActivClient Agent to isolate and resolve site and email certificates issues
  • Configured Outlook 2007 for email encryption
  • Created and modified SharePoint site pages for daily and weekly updates

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