TECHNICAL SKILLS

• Microsoft Windows 2000 Professional
• Microsoft office suites 2000, 20003, 2010, 2007, IPad, Aneroid troubleshooting. IPod, Windows 8
• Adobe Professional software 7.0, Secure Doc encryption software, Point sec and Matt tool
• Windows 2000 Active Directory Service
• Proficient in MS Word, Power Point, Access, Publisher, Outlook 2000 - 20003
• Graphics Design with illustrator Photoshop
• Manage, Norton Ghost Imaging software, Remedy Tracking system
• VPN configuration, Roxio, Confidential connection, citric, Lotus Notes, Confidential Manager and Norton Systemic
• Heat Tracking system, Remedy, Track It
• Lotus Notes 8.5
• SharePoint, Asset Management Console, ITSM Tracking, Cisco VPN, Fire Call Access

PROFESSIONAL EXPERIENCE

Confidential, Arlington, VA

Desktop Support/Systems Administration

Responsibilities:

• Confidential UEM Client Troubleshooting for all Confidential Devices
• System Administration password resets, lockouts
• PIV Card Password Resets when users are locked out of forgotten PIV cards for logon
• VPN troubleshooting issues when working going remotely from home or office
• ITMS Verification for users having machines relaxed and when lost or forgotten login information.
• Remedy ticket creations for issues with computer systems or it related issues
• Providing access keys for bit locker users
• Skype for business using the remote tools for access to user's computers for troubleshooting VOIP password Resets when users have forgotten email or password logons
• I-share verification for validating users when needing to have their password set or changed
• Outlook Exchange issues with mailbox sizes to be increased or created

Confidential, Richmond, VA

Desktop Support/ Admin

Responsibilities:

• Setting up conference calls, webinar and making sure users are able to connect once connected
• Installing applications via remote access as well as desk side support
• Deploying new and used blackberries, Providing desk side support as well as phone support
• Imaging new and old desktop and laptops for deployment
• Keeping in contact with the management staff and Corporate office in reference to equipment needs and setting up conference calls and meeting for the staff
• Dealing with all residents of the property and assuring that there is accurate security on the premises
• Providing material that is related to the residents of the complex, setting up meeting with police and security officers that patrol the area, sending out monthly newsletters so that all residents are up to date with current and upcoming events.

Confidential, Arlington

Desktop support

Responsibilities:

• Supporting 3000 users in the banking industry
• Remote access using HPSM ( Confidential Service Manager)
• Incident Management for Ticket creation and Resolution
• Troubleshooting windows 7 migration Issues
• Supporting all windows 7, XP issues with applications

Confidential, Fairfax, VA

Desktop Support

Responsibilities:

• Account Creations for all new and current users, provide support for share point team site
• Troubleshooting Microsoft Office Suites 2010, 2007, 2003
• Remedy Ticket creation for support desk side and remote support
• Supporting 3000 users via phone and desk side support
• Resolving issued tickets within the remedy console on a daily basis that were issued
• Data recovery through Fire call ID, or slave access of user's pcs hard drive
• Using Asset Center for swaps, IMAC, and Hardware Break Fix issues for Tracking purposes

Confidential, Washington, DC

Desktop support

Responsibilities:

• Setting up new users, as well as moving new and old users of the department.
• Creating and issuing heat tickets for resolution
• Setting up conference calls, webinar and making sure users are able to connect once connected
• Deploying new and used blackberries, Providing desk side support as well as phone support
• Imaging new and old desktop and laptops for deployment
• Troubleshooting of all Confidential and Confidential Printers

Confidential, Washington, DC

User Support Technician / Migration Specialist

Responsibilities:

• Imaging of new and old laptops and desktops for all users
• Training users on new Pc's that have been deployed from imaging and installing new applications based on need and requirements
• Was deployment Lead of 6 techs for supporting all users for new Laptop and Desktop deployments
• Keep inventory of all new and old equipment that was for deployment Deploying new Confidential and configuring for activation
• Troubleshooting all new hardware of Hp, and Dell computers.
• Setting up and troubleshooting and providing desk side support on a daily basis Setting up user accounts, group policies, putting users in the right OU

Confidential

Level II Desktop Support

Responsibilities:

• Supporting over a thousand users on a daily basis
• Creating and closing all trouble tickets through the remedy tracking system
• Setting up and installing new desktops and laptops
• Deploying new and used blackberries
• Providing desk side support as well as phone support
• Creating user accounts, password unlocks
• Provided new desktops on the refresh team
• Troubleshooting all Xerox, hip and Lexmark printers
• Installing all network applications that were approved
• Confidential installation and setup
• VPN issues, with connectivity, troubleshooting, installation of all air cards

Confidential, Washington

Help Desk / Desktop Support

Responsibilities:

• Creating and closing all trouble tickets through the remedy tracking system
• Setting up and installing new desktops and laptops
• Deploying new and used blackberries, Providing desk side support as well as phone support Imaging new and old desktop and laptops for deployment
• Troubleshooting of all Confidential and Confidential Printers
• Windows XP/ Vista operating systems, Windows 7
• Have several years in the Helpdesk and Desktop Support environment
• Tracking and monitoring issues

Confidential, Crystal City, VA

Desktop / Helpdesk Support

Responsibilities:

• Setting up user's profile for getting logged onto the system
• Installing applications remotely or physically
• Adding users to different work groups within their organization through ARS
• Creating trouble tickets from users within the remedy tracking system
• Troubleshooting Confidential issues
• Unlocking passwords as well as setting new password within AD
• Adding and removing user from the Confidential Exchange Server which is the server in which users get activation and service.
• Resetting Activation passwords for logons for Confidential 's.
• Remotely into the user's system to troubleshoot issues when not available to go to desk side using the Dame Ware tool
• VPN troubleshooting issues with connections

Confidential, Washington, DC

Help Desk / Desktop Support

Responsibilities:

• Assisting all users of the Confidential with issues concerning their accounts.
• Password Lockouts and resets
• Creating trouble tickets to be generated to Level Me, II and network department.
• Assisting with applications.
• Routing all trouble tickets to different branches of the Confidential in other countries.
• Using UTT, IEMS, and SMS applications for users of the organization