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Desktop System Administrator Resume

Bethesda, MD


Confidential has over 12 years of experience not limited to providing end - user computing support for Microsoft Windows client and servers, Linux systems, but also experienced with software application troubleshooting, software packaging for both Windows and Mac OX using ITIL best practices. Familiar with Admin Studio/Install Shield, Wise, BigFix, SCCM, SMS, LiveState Delivery, VB scripting, VMware and Casper Remote.


Confidential, Bethesda, MD

Desktop System Administrator

  • Handling multiple System Admin work, such as Administrating and managing Print Servers, configuring Flex Licenses on servers to act as activation server on the client side.
  • Experienced in installing, configuring and supporting Microsoft Server 2008, 2012
  • Backup to and Restore from Crash Plan Pro, configuring devices for daily auto-backup.
  • Administering Zmanda Backup Server, creating backup-sets, backing up to tapes and disks, daily monitoring from the Zmanda Management Console and restoring where needed.
  • Patch Management for Windows and Macs.
  • Provides daily support for Windows/Mac laptop, desktop and mobile devices including Blackberry, iPhone and iPad.
  • Usage of Active Directory to create computer accounts, user accounts, distribution lists and security groups and making recommendations for improvement.
  • Trouble ticket management and documentation of support issues/resolutions in ServiceNow, ensuring maximum issue resolutions with high customer satisfaction.
  • Email support for MS Outlook and Apple Entourage clients.
  • Creating and testing application packages using Absolute Manage Install Ease tool.
  • Evaluate and manage technical support systems, hardware and software and make recommendations regarding upgrades or changes.
  • Built base image for Win 7 and Win 10, facilitated testing and deployment on multiple information system products.
  • Coordinate with customers and COTR to verify proper procedures and mandates are being followed appropriately.

Confidential, Washington, D.C

Mac and Windows Workstation Engineer

  • Served as a key member of the team responsible for Windows XP to Windows 7 deployment for over 5000 workstations.
  • Testing, planning and implementation of Windows 7 applications; testing of packaged applications of Windows 7 deployment, ingestion to SCCM and deployment via SCCM tools, Symantec Live State Delivery.
  • Providing support for about 200 Mac OS X using Casper Remote, ARD and creating packages.
  • Troubleshoot problems with computer systems, including hardware and software, network and peripheral equipment problems; make repairs and corrections where required.
  • Made hardware and software acquisition recommendations including helping users assess needs and providing justification for equipment and services.
  • Assembled, installed, and configured computers, monitors, network infrastructure, and peripherals; pulled cables and rewired or directed the rewiring of cables as required for new installations and office reconfiguration.
  • Created procedures for imaging display PCs that are in production as a backup should they require it
  • Created Action Items using Remedy User, FootPrints to assign and keep track of tasks involving the project.
  • Monitored 60+ exhibition PCs and recorded any issues that may arise including touch screen issues, in correct startup/shutdown times, Barcode reader problems, and hardware issues.
  • Met with different members of the team weekly and kept them up to date of ongoing issues and tasks that are related to the LCE Project.
  • Trained helpdesk staff on what to look for when they do a walkthrough of the interactive exhibit.
  • Created troubleshooting and technical SOP guides for internal use.
  • Worked on projects to facilitate workstation upgrade form Windows 2000 to Windows XP

Confidential, Rockville, MD

Senior Desktop Services Engineer

  • Description of duties performed and experience obtained Packaged, tested, and published software via Marimba Transmitter.
  • Planned, coordinated and scheduled push of patch to servers; applications for installation on computers.
  • Use of Admin Studio 7.0 to convert legacy applications to MSI format.
  • Created Transforms for vendor MSIs to customize the applications for the standards in the environment as well as user configurations.
  • Worked with various tools of Wise package studio like Setup capture, Install Tailor, Isolation Wizard and Wise Script editor.
  • Made weekly inventory of installed software, and existing computers on the network.
  • Made hardware and software acquisition recommendations including helping users assess needs and providing justification for equipment and services.
  • Assisted with the planning, design, research, and acquisition of new or upgraded hardware and software systems; maintained current knowledge of hardware, software, and network technology and recommended modifications as necessary.
  • Trained staff in the use of standard business and administrative software, provided instruction or written documentation where required.

Confidential, Washington, DC

Desktop Support Team Lead

  • Responsible for providing remote and phone support to offices in Washington D.C, Newington, VA and Rockville, MD.
  • Maintained and assigned tickets from 7 different queues.
  • Develop, implemented, and reviewed systems administrator projects.
  • Provided onsite repairs for laptops, PC, monitors and network printers.
  • Trained newly hired technicians on the best practice to troubleshooting and resolving technical issues.
  • Closed up to 15 calls on a daily basis based on the ticket priority.
  • Repair, installation and networking of MAC OS.

Confidential, Rockville, MD

Technical Analyst

  • Answered calls, created, followed up, closed or dispatched tickets using remedy ticket system.
  • Installation and troubleshooting of Quickbooks, AS/400, Oracle, Blackboard, File Maker Pro, J-initiator, SBSIS, VPN, ILP, SEMS, EXCENT, Active Directory, and other school related software.
  • Provided over the phone support under and high call volume.
  • Support for Blackberry and Palm devices.
  • Created groups, users; located servers, computers, and reset password via Active directory.
  • Built servers and domain controller with provided instructions, and site visit to check servers and switches, by maintaining periodic functionality.

Confidential, Kensington, MD

Desktop Support Technician

  • Responsible for managing a network of multiple computers and performing workstation file migration.
  • Installed, configured, upgraded and maintained software applications; installed and networked printers and routers

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