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It Desk Side Support Team Lead / Active Directory Administrator Resume

Washington, DC

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

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