SUMMARY

• An accomplished IT Professional with over 12 years of expertise in User Support and maintenance of networks.
• Proven ability to lead and motivate, in order to maximize levels of productivity.
• Experience troubleshooting various Microsoft Operating systems, and supporting various Network Infrastructures.
• Communicate well with all levels of clients and users, including support and training.
• Creative and analytical thinker with demonstrated ability to troubleshoot problems, determine strategies, and consistently implement effective solutions to resolve various issues within the current SLA time frame.

TECHNICAL SKILLS

• PDAs, Blackberry Enterprise, Mail - Microsoft Exchange / Domino Servers, Window Systems (XP,
• Vista &WIN7), Remedy, Microsoft Office Suite, MS Exchange and Lotus Notes, WSuS, Norton Corporate Antivirus, Microsoft Office 2013 & 365, Lotus Client, Microsoft Azure, VMware vCloud,
• Adobe Acrobat, Remote Desktop, LANDesk Remote Software, Networking LAN/WAN, TCP/IP, IPX/SPX, HTTP& HTTPS, Windows anti-virus, Access control lists users, Network Connectivity devices - Cisco Switches, HP Printers / HP Blades, Dell workstations & Laptops, Cisco wireless access point 351, Windows Server 2003/2008/2012 , Various Firewall Technologies, Sata hard-drives, Cisco 7940 IP Phones, Support of Macintosh Leopard & Lion 10.5 & 7, Safari and Iworks, Event Viewer, / PowerEdge R820. Microsoft SQL Server 2008/2012, Backup Exec and Dell AppAssure

PROFESSIONAL EXPERIENCE

System Administrator

Confidential

Responsibilities:

• Provide technical support for Veteran Administration end users in Washington, D.C. Assist with various IT Issues in a timely manner.
• Work details include: Print Server Administration, Mapped Drive Support, (Google Apps for Government) Active Directory Account Management (remote management server), IT Security - Patching, Incident Reporting, IBM Big Fix. (McAfee Endpoint Encryption) Keep up to date network diagrams by way of (Microsoft Visio) (SharePoint).
• T rack all tickets via CA Service Desk Manager. Perform file Server user support and recovery. Create, Manage, maintain and support Active Directory Service Accounts. Resolve all assigned tickets in Queue. Servers Support (HP & Dell).
• Assist Database Admin. (SQL 2012) Work closely with Domain and Infrastructure teams to provide complete Network Support. Perform Monthly windows updates on Network Servers.
• Maintain operations and maintenance of system hardware, software and related IT equipment. Manage and keep network devices up to date by way of SCCM. Work with Sunflower ticket tracking system to track and manage VA assets.
• Manage Users folder rights by way of Group Policy (Security Groups - Global/Universal), Manage elevated privileges for system users.
• Perform Network Scans & Remediation, by way of (Nessus) T enable Network Security. Support for Remote End Users, Developers with Microsoft Azure (Cloud) & Office 365 / Windows 7.

Technical Support Specialist

Confidential

Responsibilities:

• Provide technical support for Confidential end users at Union Station, Washington D.C. Assist with various IT Issues in a timely manner. Support Blackberry Desktop Manager / Blackberry Enterprise Server 4.0 /
• PDA remote e-mail retrieval. Work details include: the creation, change and deletion of user accounts and permissions, as needed. Keep up to date network diagrams by way of Microsoft Visio. T rack all tickets via Remedy. Perform e-mail user support and recovery. Administer desktop installed firewalls.
• Update bi-weekly IT Managers, any network changes or upgrades. Manage, maintain and support Microsoft Exchange 2010/ Outlook Client. Maintain Active Directory by way of Group Policy,
• Provide Microsoft Office 2010 support to end users. Work closely with development teams & Database Admins, to create various database designs. Perform Monthly windows updates on production Servers. Work with warranty venders to upgrade, repair or replace defective hardware parts. Maintain operations and maintenance of system hardware, software and related IT equipment. Manage and keep network devices up to date by way of SCCM. Work with IBM ISM / Maximo ticket tracking system to manage trouble issues & assets.

System Administrator

Confidential

Responsibilities:

• Supported IT issues for High Profile Military Generals and Officers in a professional manner. Performed systems and end user support for over 150 Dep't of Defense users, at Bollings A.F.B. Performed user support for various network issues.
• Assist Help Desk Personal with on-site Tier I & II Remedy issues that required escalating. Administered Microsoft Office training to end users. Administered Blackberry Enterprise Server and supported Blackberry handheld devices.
• Worked as a team player to resolve workstations, switches, audio and video equipment and printer issues. Created, changed and deleted user accounts and permissions per request. Prioritized work tickets with help desk personnel.
• Provided account management support (created deleted, updated and changed accounts and reset passwords). Imaged Workstations via of Norton Ghost. Maintained McAfee Enterprise Anti-Virus clients on network workstations. Build when needed and maintain Network Servers, along with monthly security patches.

I.T. Consultant

Confidential

Responsibilities:

• Provided support for both the 2nd & 3rd level IT divisions for the Confidential, helping with the 2010 Census drive. As part of the 2nd & 3rd levels of support, handled a wide variety of IT services for B.O.C, supporting over 500k users across the United States.
• A ssisted Headquarter staff with Lotus Notes. Monitored Outlook e-mails from Harris Headquarters, to keep in sync with level four IT personnel. Created and maintained all employees in Active Directory.
• Created and maintained all employees on 2nd server side called portals. Responded to incoming IT questions in a timely manner. T racked 100% of all customer contacts. Researched all questions and issues, and resolved each with customer satisfaction.
• Created Remedy helpdesk tickets for all IT issues, and worked on the issues until resolved. Serviced, handled, and programmed Cisco IP phones, while maintaining the Unity server 16. Stay up to date with Government policies and procedures, to provided immediate resolution. Support Macintosh Lion 10.7

Network Technical Support

Confidential

Responsibilities:

• Helped manage, design, support and maintenance of network infrastructure for various state-of-the-art security Integration and manufacturing companies. Provided innovative solutions for complex information technology IT departments.
• Performed network implementations, wiring installations, hardware setup, testing and training. Assisted in the Building and maintaining of Windows 2003 servers / Active Directory and associated software networks.
• Installed 351 Cisco wireless Access Points and associated software. Made recommendations on the purchase of hardware and software upgrades.
• Identified and troubleshot various issues related to desktop computer hardware, operating systems, and software applications for Windows desktops. Provided Small Office Print Management support.