PROFESSIONAL SUMMARY:

• Solutions - focused Network and Technical Support Specialist (Software and Hardware) with broad-based experience and hands-on skills in the successful implementation of highly effective network and technical operations and the cost-effective management of innovative customer support strategies with more than 16 years experience. Proven ability to successfully analyze an organization's critical support requirements, identifies deficiencies and potential opportunities, and develops innovative solutions for increasing reliability and improving productivity. A broad understanding of networking and computer hardware issues and software's, including installation, configuration, management, troubleshooting, networking and support. Skilled in communicating highly technical information to both technical and nontechnical personnel. Very strong technical/business background, excellent communication skills on the phone and in person, works well in a team, excellent time management and strong dedication to keeping project deadlines.

PROFESSIONAL EXPERIENCE

Tier 2/3 IT Support Specialist

Confidential - Fairfax, VA

• Provide technical support for issues of tier II complexity, including installation, setup, and maintaining and replacing all standard PC/LAN systems.
• Focus on the end user experience to ensure productivity and efficiency in the workplace.
• Complete configuration and setup laptops, PC’s, cell phones, voicemail and IP phones. Includes restoration of PC’s impacted by virus and spyware intrusion.
• Work with Microsoft Active Directory and Exchange including adding, moving, changing tasks and modifying distribution lists.
• Maintain hardware and software inventories and recommend new equipment or software packages.
• Use imaging software to deploy to multiple PC’s. Add, move and change IT assets in the IT asset inventory database.
• Assist with new branch setup and retrofits
• Maintain customer satisfaction on resolving trouble tickets via the designated survey system.
• Assist with PC setup and deployment for new employees using standard hardware, images, and software
• Follow operational standards for reporting, monitoring, troubleshooting, and documenting issues in the service desk software.

Tier 1 Help Desk Support

Confidential - Falls Church, VA

• Help troubleshoot user with web base applications.
• Create and respond to Remedy tickets.
• Analyze our customers’ needs, satisfying requests, and allocating resources. All implementation schedules established and kept not to interfere with customers’ mission critical activities.

Systems Administrator

Confidential - Washington, DC

• Responsible for maintaining and monitoring Windows 2003, 2007 server. File Sharing Permission, and Active Directory.
• Implement effective customer satisfaction strategies by identifying and eliminating the root causes of customer problems.
• Install and support Windows operating System and Application software, upgrades, and security patches.
• Analyze our customers’ needs, satisfying requests, and allocating resources. All implementation schedules established and kept not to interfere with customers’ mission critical activities.
• Troubleshoot, reimage, maintain, and deploy HP desktops, laptops and printers.
• Used VMware to correct compatibility problems the company were having with running certain software on the computers.

Network Admin Lead

Confidential

• Supervise, plan, schedule, organize, monitor, and troubleshoot hardware and software data communications equipment; provide departmental support for all network communications
• Responsible for maintaining and monitoring Windows 2003, 2008 server. File Sharing Permission, and Active Directory.
• Configure and maintain Cisco 1300 and 1400 series bridges. Configure and maintain Cisco 2950, 2960, 3550, and 3560 series switches.
• Maintain and administrate Windows 2003 Exchange Server, Printer Server and Domain Server on Dell PowerEdge servers.
• Install and support Windows operating System and Application software, upgrades, and security patches.
• Maintaining and administering Satellite up-link of data and voice with provider Caprock.
• Windows 2000 Cluster Server Support Specialist - Modifying, deleting registry entries as needed. Creating TCP/IP Infrastructure: DHCP, DNS. Active Directory, auditing, creating user’s accounts for Organizational Units, managing storage, server replication and synchronization, defining local and group policies.
• Analyze our customers’ needs, satisfying requests, and allocating resources. All implementation schedules established and kept not to interfere with customers’ mission critical activities.
• Actively involved in various network-related activities, which include, but are not limited to, NetWare accounts, E-Mail accounts, and printer configurations.
• Exceptional organizational skills and attention to detail, team player assisting upper tier experts with various levels of computer knowledge and accomplish tasks of varying complexity within established schedules.
• Deploy new workstations and printers, installing operating systems, applications, and plotters.
• Maintain and administrate Windows 2003 Exchange Server, Printer Server and Domain Server on HP servers.

TECHNICAL EXPERIENCE:

Operating Systems: Windows - OS X

Hardware: Printers, Scanners, Laptops, Workstation, Servers, SCSI, Modems, Network CardsHubs, 3Com, Netgear & Cisco Switches, and routers, and other peripherals.

Software: AS400, Citrix Met frame, Remedy, Microsoft Communicator Peregrine, Lotus Notes, Primavera, Microsoft Lync, Visio, Pervasive SQLM QuickBooks, Windows Terminal Server, MS IIS Server, PCAnywhere, GroupWise

Networks/Protocols: LAN/WAN, TCP/IP, IPX/SPX, NWLINK, NETBEUI, WINS, DNS, DHCPPOP3, SMTP, FTP, TELNET, VPN, RIP, NAT, TFTP, Ethernet.