SUMMARY

• Accomplished IT professional with demonstrated success implementing strategic IT initiatives that improve business functionality with a positive impact, to produce quality IT works.
• Proven ability to lead and motivate teams to maximize productivity, technology savvy, people skilled, self - starter, adapt at moving into new technologies, possess first rate communications and collaboration skills to lead and work in concert with diversegroups effectively.
• Authorized to work in the US for any employer

TECHNICAL SKILLS

• Intel* based Servers and Dell Workstations
• HP LaserJet printer/scanners
• Cannons
• Lexmark's
• Blackberry
• VPN Secure Client
• CA Unicenter Service Desk
• CA Unicenter
• Citrix
• Remedy
• & Footprints ticketing system. MS Office/Suites windows 2000XP. Windows-7
• Outlook and Lotus Notes.

PROFESSIONAL EXPERIENCE

Lead Help Desk

Confidential

Responsibilities:

• Responsible for performing Help Desk support to staff on all applications.
• Answers trouble calls, determines resolution, documents work done, adds to Knowledge Base to assist with solving common user issues or problems.
• Troubleshoots computer problems and determines source, and forwards service requests to appropriate team member.
• Instructs users in the use of equipment, software, and manuals.
• Works with Information Systems colleagues to research and document problem resolutions.
• Maintains system standards; loads and initializes PC software (operating system, networking software, applications software, etc.) tests PCs for correct network operations including access to printers, e-mail, and business applications; instructs users on use of the PC and its access to the network; may be required to unpack, verify contents, and configure new personal computers and setup personal computers based upon an existing client/server model.

Help Desk

Confidential, Reston, VA

Responsibilities:

• technical support and troubleshooting for US Fish & Wildlife Service wide, by phone and in person.
• Image machines with Ghost software and install commercial on the shelf software provided by the specific department.
• Provided training to end-users and managers regarding data transfer and Lotus Notes archives.
• Developed quick reference guides for Office 2010 and other software packages for users.
• Provide Confidential support; create Confidential accounts on the Confidential Enterprise Server and reset passwords for existing accounts.
• Created network accounts and shared drives for new employees.
• Setup new and existing users with Lotus Notes email accounts.
• Add and remove users from specific groups.
• Apply VBS scripts for network capabilities to shared drives internal and external.
• Troubleshoot McAffe Endpoint Encryption logon and synchronization.
• Configure and troubleshoot Apple Mac Books and Ipads for specific users

Desktop support

Confidential, Reston, VA

• Department of Labor employees.
• Develop and recommends processes, software, and procedures to ensure effective configuration management.
• Worked with network specialists, applications developers, and security specialists to prevent recurring problems, Record, track, and document the help desk request problem-solving process through to final resolution using Remedy.
• Perform account creations and deletions in Active Directory.
• Grant users access to specific shared network drives and remove user groups from shared files, upon request.
• Troubleshoot network and remote connectivity issues.
• Deploy patches, service packs, and critical updates to all workstations.
• Provide technical support on standard COTS applications, installations of encryption software for laptops.
• Perform hands-on solutions at the desktop level, including installing and upgrading software, installing hardware, implementing files backups, and configuring systems and applications.
• Provided support for the Audio/Visual conferences.
• Performed post resolution follow-ups to Remedy Service requests.
• Provided Confidential support; create Confidential accounts on the Confidential Enterprise Server.
• Troubleshoot RSA Token.

Desktop Support Tier

Confidential, Washington, DC

Responsibilities:

• Duties include troubleshooting Microsoft Windows and COTS products.
• Configure and support File & Print services, GPO, DNS, and DHCP.
• Image and deploy new machines using Ghost software.
• Install Desktop and laptops for new employees and interns at requested locations.
• Move and install end user equipment to new location.
• Remap users to local and network printers.
• Create new user profiles and assign specific permissions based on request.
• Configure and troubleshoot Confidential handheld devises.
• Configure Confidential devices for Wireless Synchronization.
• Work closely with associates to provide solutions.
• Use Remedy ticketing system to resolves and updates tickets.
• Perform SMS pushes of requested software to user's machines.

Senior Help Desk Analysts

Confidential, Virginia

• Provided technical support and assistance for the General Service Administration, duties included, diagnose and resolve complex end user hardware and software problems including modems and remote access software.
• Coordinate computer upgrades and replacement process.
• Create new network and Lotus Notes accounts.
• Tasked with writing the manual instructions for software installation, test procedures.
• Configured test systems and conduct quality assurance tests.
• Participate in the deployment of new software platforms.
• Provided technical support for network based hardware and software via telephone and desktop support, assisted with training of newly hired technicians.
• Logged and reported the status of technical requests and issues using help desk documentation, reset passwords for network login, trouble-shoot issues pertaining to Virtual Private Network (VPN) and RAS.

Senior Staff Assistant

Confidential, Washington, DC

Responsibilities:

• Provided administrative assistance to the Public Service Commission, served as second point of contact for LAN Administrator.
• Conduct routine backup for two offices, assisted end-users with network and hardware issues. Serve as the assistant to the Human
• Resource Manager. Received correspondence and replied to mail not requiring managerial attention, reviewed all correspondence prepared for the Chairman's review or HR Manager's signatures.
• Created, maintained, and updated the employee information database in Access and Excel.
• Assist employees in completing Employee Training forms for Career Development classes, maintained and updated the HR Office's District Personnel Manual, PSC Employee
• Handbook, reference files, and other resource documents.
• Created, updated, and modified Leave spreadsheets and performed Leave Audits.
• Assisted with special projects and assignments and developed reports that involved analysis and evaluation of information.

Help Desk Coordinator

Confidential, Gaithersburg, MD

• first-level technical support calls for MS Windows 95/98/2000, Outlook 2000, and other software, dispatched engineers to various contract client sites, performed system upgrades and configured hardware/software on client machines, executed daily backups for the in-house Novell and NT servers, installed standalone or network copies of software to PCs for client locations.
• Assist clients with network login issues.
• Performed new application rollouts at client locations, prepared new working guidelines and provided assistance in resolving related issues, confirmed all calls were resolved and tickets were closed in the Support Desk database.
• Utilize existing hardware and software to make operations more efficient.
• Assist managers in scheduling onsite audits and special projects, documented daily requests, problems, trouble-tickets, and network architecture, performed customer satisfaction calls to existing clients.