TECHNICAL SKILLS:

Applications: Active Directory, Exchange 2010, 2013, SCCM, Citrix Apps, Malwarebytes, Trend Micro

Software: MS Office 2010, Office365, Office 2016, Skype for Business, McAfee, Symantec, CRM Dynamics, IE, Wireshark, Cisco IOS, Adobe Creative Cloud, RSA Token, VPN (Cisco AnyConnect)

Programming: C++, Java, HTML, XML, Python

Operating Systems: XP/Vista/7/8/10, Windows Server 08/2012, Exchange 2007,2010, 2013, Mac OS X, iOS, Android, Ubuntu, Kali Linux

Language: Bilingual (Spanish/English)

EXPERIENCE:

Confidential, Washington, DC

IT Desk Side Support Team Lead / Active Directory Administrator

Responsibilities:

• Improved SLA metrics by 17% increase
• Support for 2,600 end users, including Executive VIP users support
• Active Directory Administrator - account creation, security groups, folder permissions, OU management, GPO creation/ troubleshooting / and management.
• Microsoft Office 365 - * Migration task deployment*OneDrive troubleshooting * User accounts management* Share Mailbox permissions
• Microsoft Office 2013, 2016, Skype for Business, Microsoft Teams
• Service Now Ticketing system - Queue management, reports analysis.
• SCCM - * image laptops * software deployment * remote connect to user’s machine * reports * Updating
• Print Server Administrator
• Audio Visual / WebEx Events meetings support.
• Oversee and motivate team of 30+ engineers to meet and excel monthly SLA metrics
• Receive escalations from Tier1 and Tier 2 to further troubleshoot and find solutions
• Project management
• Co-ordinate with Incident Response, Asset Management, Cyber Security and Network team for infrastructure projects
• Remedy Force Ticketing System / ServiceNow Ticketing System
• Cyber Assets access control
• Created Knowledge Base articles
• Created Standard Operating Procedure SOP
• IT Asset management with Configuration Management Database (CMDB)
• Support Dell Laptops, and Mac laptops, Printers, and iPhone

Confidential, Bethesda, MD

Senior Engineer/ Service Desk

Responsibilities:

• IT Projects management
• Desktop & Remote support for 2,500 end users
• ServiceNow Ticketing System
• Serving as an escalation point for first and second tier engineers
• Implementation of Imaging computers using SCCM
• Implementation of Symantec Endpoint Protection Encryption
• Cisco AnyConnect VPN, Cisco WebEx, Cisco IP Phones
• Smartphones Troubleshooting (iPhone)
• Office 365 administration * Migration task deployment*OneDrive troubleshooting, * User accounts management, * Share Mailbox permissions
• Provide network support and security/access administration services
• Configure workstations, install software and maintain and update the hardware and software asset inventory lists
• Act as support, mentor, and backup for Technicians as needed.
• Setup, monitor, repair equipment and coordinate logistics planning for the company meetings and conference rooms, including larger more complex conferences and seminars.

Confidential, Washington, DC

Senior Service Desk Support Specialist

Responsibilities:

• System Center Configuration Manager (SCCM) Administration
• Active Directory Management - Computers and Account Administration
• Systems Imaging using SCCM over PXE boot for Windows 7, Windows 8 and Windows 10
• Citrix Account\Token Management
• BitLocker Management - Encryption Configuration from the BIOS Trusted Platform Module (TPM) Settings to the OS Level Setup
• Companywide Active -Client smart card Enforcement setup to ensure successful sign on into systems and VPN connectivity with updated certificates
• Computer Hardware Troubleshooting\Repairs\Replacement - HP Elite book 820 g2,840 g2,650, 840 g3, 8460p and 8460w

Confidential, Rockville, MD

IT Junior System Administrator

Responsibilities:

• Devised plan and executed deployment of 200 workstations using System Center Configuration Manager (SCCM)
• Built server from scratch AD, DHCP, DNS
• Troubleshooting hardware / software computer problems
• Google G suit troubleshooting
• Desktop Support users via email: ticketing system, phone calls, and walk-ins.
• Help Director of technology with projects
• Managed Nagios Core network monitor
• VMware V-Sphere Center, ESXi

Confidential, Bethesda, MD

Network Engineer

Responsibilities:

• Managed 70 + networks
• Managed Microsoft Servers 2008 R2, 2012 R2, Active Directory, Exchange 2007,2010, and 2013 servers
• Managed Microsoft Office 365 accounts, Managed Google G suite admin accounts
• Managed Reflexion Spam filter
• Managed CrashPlan backup software
• Set users with Cisco AnyConnect VPN
• Project Management on onsite and remote projects
• Disaster Respond (working with vendors, ISP, on problems after hours, and on call rotation
• Onsite schedule visits to work on the company’s offices / server rooms / user’s pc's
• Android/ iPhone / Tablet / Microsoft Surface Management
• Trouble shoot MAC (printers, Creative Cloud, Outlook, connecting to shares)
• Spiceworks ticketing system
• Managed PRTG - Network Monitor for alerts on LAN’s, VM, Servers, Websites
• Managed ESET antivirus, Symantec
• Managed Pfsense firewalls, Barracuda firewalls, Dell SonicWALL firewalls
• Worked with Application vendors to troubleshoot application problems
• Managed NAS (Network Attachment Storage)
• Monitored wireless network activity via Ubiquiti Networks Unifi Wi-Fi system
• Managed XenDesktop and Zen Server by promoting apps via Citrix Receiver
• Improved file shares, process, system documentation, process documentation
• Administered mail permissions using Exchange Management Console, Exchange Management Shell

Confidential, Sterling, VA

IT Desktop Support Specialist/ Service Desk

Responsibilities:

• Support 155,000 + users, 45,000 + desktops, 17,000 servers, 39,000 smartphones and tablets, 4,000 + printers
• Support users via phone, Microsoft Dynamics CRM ticketing system, remote control via Kaseya & Team Viewer
• Helped implement practices and complied with HIPPA
• Managed Spam filters: Sophos’s Reflexion, McAfee’s MX Logic, Office 365 Spam filter
• Managed Windows Server 2008, 2012, Exchange Server.
• Provision and revoke access to physical and logical cyber assets of the companies
• Managed user accounts within an Active Directory, Microsoft Exchange Console, Office 365, Google Apps, and Rackspace
• Created documentations on technical process of new software procedures and troubleshooting guides
• Set up users with VPN: Cisco AnyConnect client, Big-IP Edge, SonicWALL Global VPN client
• Apply file backup solutions: MozyPro, Vault and complied with SOX regulated processes
• Remove malware and virus from users’ computers
• Troubleshoot Citrix problems
• Support international users Europe, Asia, South America, and U.S.A in English and Spanish

Confidential, Rockville, MD

Service Desk Engineer

Responsibilities:

• Troubleshooting hardware/ software problems on PCs and MACs systems.
• Support over 600+ staff members of UMD and NIST via phone, remote control or in person
• Manage user accounts using Active Directory
• Windows Server 2012
• Facilitate communication between customers and other support teams to ensure tickets are resolved in an expedited manner
• Responsible for leading, guiding, and training new staff on daily operations
• Responsible for training end users on applications such MS Office, Google Chrome, Google Drive, etc.
• Responsible for imaging computers on Norton Ghost
• Performed Windows XP to Windows 7 migrations
• Maintained Audio Visual and teleconferencing equipment unit systems such as Cisco & Polycom
• Create and modify ID badge accounts using the Lenel security system software
• Responsible for monitoring and managing the Confidential shared mailbox to provide faster solutions to end users
• Remotely administered desktop workstations and laptops utilizing LogMeIn