SUMMARY:

• With history of working as a contractor for the Federal Government, has experience in Windows Administration, Desktop and Helpdesk Support.
• Skilled in the installation and maintenance of a wide range of local and network hardware, software and operating systems.
• Strong attention to details and ability to prioritize schedule.
• Successful in fast - paced environments, team settings, self-directed settings and aptitude to learn.
• Seeking to leverage career, analytical and communication skills with recently developed skills.
• Experience in Cisco Routers/Switches for small business environment.
• Experience Configuring, Monitoring and Troubleshooting Cisco Routers (3600, 2811) Cisco Switches (2500, 2800, 2900), Hubs, CSU/DSU, WAN/ LAN, and Port Security.
• McAfee Network Security Manager, Wireshark and Cisco Works.
• Utilizing DNS, NAT, PAT, VPN's and IPSec protocols on appliance. Configured and Administered Routers as Firewalls through ACL's.
• IPv6, OSPF Multi-area, OSPFv3(IPv6), EIGRP, EIGRPv2(IPv6), RIP,
• GRE, IPSEC, VPN, WAN, LAN, PPP, Trunking 802.1q, VLAN, SSH, TCP/IP,
• OSI, Ether-channel, Fast Ethernet, Gigabit Ethernet, DTE/DCE, SSL, UDP, ARP, DNS, ICMP.
• Layer 2 and Layer 3 device security filtering through ACL, SSH, SSL, VPN, GRE Tunnels.
• Created and managed VLAN, Trunking, STP, RSTP, Ether channel and various protocols.
• Putty, HyperTerminal, Wireshark, Virtual Box and Packet Tracer.
• Windows 2003, 2008, 2012R2 Servers.
• Active Directory, AD Account Creation and Management; Remote Desktop
• Microsoft Outlook, Microsoft Office
• Ivanti Management Console for creating, testing and deploying software and security patches to network PCs.
• Ability to meet project and personal deadlines.
• Responsible and able to function well in a single or team environment.

RECENT EMPLOYMENT HISTORY:

Senior Information Technology Specialist

Confidential, Washington, DC

Responsibilities:

• Configured, operated and maintained Windows Print Server.
• Installed, configured and supported network printers (Canon copiers and HP monochrome and color printers).
• Created and managed Windows Active Director (AD) user and computer groups and group policies.
• Employed InfoBox to manage and monitor IP reservation for network devices.
• Monthly workstation performance tuning (hotfixes, vulnerability mitigation by system updates/patches and/or service packs using LANDESK/Ivanti management tool.
• Deploy software and software updates using Ivanti management tool.
• Virus monitoring and prevention using McAfee Endpoint System.
• Backup data using AWS S3 and migrated data using MDT.
• Create, test and deploy images to PCs using SmartDeploy and Microsoft Deployment Tool.
• Manually built and configured special PCs.
• Troubleshoot PCs, Laptops and Printers.
• Troubleshoot COTs and proprietary software.
• Researched and recommended new technology products to management staff.
• Created knowledge base documents for frequent service desk requests and drafted work processes for common undocumented system tasks.
• Mentored junior technicians.

Senior IT Support Specialist

Confidential, Baltimore, MD

Responsibilities:

• Active Directory administration (GPOs, and user and group account creation/deactivation).
• Used Microsoft System Center Configuration Management (SCCM) to deploy images to computers, and laptops.
• Imaged MAC Books for the user community as requested.
• Diagnosed and repaired computers, laptops and printers (hardware and software)
• Created knowledge base documents for frequent service desk request and drafted work processes for common undocumented system tasks
• Monthly workstation performance tuning (hotfixes, vulnerability mitigation with system updates/patches and/or service packs)
• Created solution documentation, user guides, and Standard Operating Procedures.
• Mentored Jr. Engineers and desktop support professionals.

Fiber Customer Support Analyst

Confidential, Silver Spring, MD

Responsibilities:

• Provided technical support for Confidential Internet, phone and television customers.
• Supported incoming calls using proprietary tracking/troubleshooting software.
• Responded to helpdesk calls and provided step by step solutions for clients.
• Documented and escalated issues to subject matter experts when time sensitive or resolution was not obtained.

Senior Desktop Support Specialist

Confidential, Washington, DC

Responsibilities:

• Created and deployed PC images.
• Built installed, configured and maintained computers (desktops, workstations and laptops) and printers (hardware/software).
• Conducted periodic maintenance on all company computers (patches, updates, etc.).
• Configured and managed network printers with HP Web JetAdmin tool.
• Resolve technical issues in support of computer hardware and software.
• Employed Remedy then ServiceNow to document all incidents and requests for tracking.

Windows System Administrator

Confidential, Bethesda, MD

Responsibilities:

• Installed, configured, managed Windows Servers
• Performed backups for Windows Servers
• Applied hotfixes, updates and service packs to critical/non-critical servers through approved change management process; resulting in higher accessibility and availability of network servers
• Employed Spreadsheet, Traceroute, and Ping commands to manage IP reservation for network devices.
• Windows Active Directory administration (users, groups, printers and Group Policy Objects creation/deactivation).
• Administered Windows File and Printer services (configurations of groups for permissions and access control).
• Managed Citrix accounts for remote network access to guarantee multiple secure accesses to network.
• Maintained working relationships with vendors and third-party providers while serving as primary contact.

Helpdesk Technician

Confidential

Responsibilities:

• Provided technical support for onsite and offsite clients
• Supported by tracking incoming calls, emails and walk-ins using Remedy, ServiceNow and other proprietary tracking software
• Responded to helpdesk calls and provided step by step solutions for clients
• Documented and escalated issues to subject matter experts when time sensitive or resolution was not obtained

LAN Technician

Confidential

Responsibilities:

• Planned, installed and tested local LAN installations
• Installed Coax, Cat5/6 and fiber to create new LANs
• Coordinated with stakeholders, LAN installation
• Assumed team lead when required to manage projects, time and attendance