PROFESSIONAL EXPERIENCE

Confidential

IT Specialist

Responsibilities:

• Independently supported a customer base of 50 people with technology experience at all levels, from novices to experts
• Wrote standard operating procedures, best practices and check lists for IT related activities applying Department of Commerce security rules and regulations
• Addressed groups of people orally regarding network access and hardware configurations and explained the benefits of different access alternatives (eg VPN via WiFi or USB modem)
• Clearly communicated guidance to users on equipment (eg iPad, USB drives) and software (eg Enthought Python) to purchase and created quotes
• Inventoried old and new equipment, laptops, printers, monitors in preparation for excess
• Using current security operating procedures, submitted software for approval through appropriate channels while ensuring 508 compliance
• Using Department of Commerce regulations, low level formatted all hard drives using KillDisk
• Scanned and filed all paperwork for property passes, equipment hand offs, account creation and deactivations while keeping all departments apprised of current stage (eg sign - offs required could include managers, users, security and property managers)
• Created computer, user and email accounts
• Ensured compliance of HSPD-12 by CAC enforcing all user accounts to ensure network security
• Installed printer toner cartridges and toner fusers
• Repaired and or replaced broken hard drives and successfully retrieved data from damaged drives
• Arranged for warranty work with Dell for laptops and desktops
• Ensured users understood the use of different tools available such as digital signatures
• Offer different ways of solving a problem (eg, to increase screen size, a key command is available or resolution reconfiguring)
• Maintained Public Trust Clearance

Desktop Support Specialist

Confidential

Responsibilities:

• Provide direct technical support to a wide range of customers, from clerk typists to the Deputy Commissioner of the FDA
• Install computers, printers, air cards, CAC cards, optical mouse, keyboards and VOIP equipment
• Install computer COTS software; such as, SAS, Office, Rosetta Stone, TOAD, Adobe Acrobat
• Install FDA proprietary software
• Reserve, prepare and test conference rooms for the Office of the Commissioner
• Remove and destroy trojans, viruses and ransom
• Add, remove and create devices and users to Active Directory
• Add, remove and create devices and users to the Blackberry Enterprise Server
• Troubleshoot Remote access issues including RSA Tokens, VPN client issues, and air cards.
• Troubleshoot and configure canon copiers including eCopy
• Support operating systems Windows XP, 7 and Macintosh OSX
• Remove and track down rogue machines from the FDA network per the FDA Information Systems Security Officers for the Office of the Commissioner, used McAfee to determine security vulnerabilities
• Participated in the FDA Macintosh deployment initiative which included group and individual training, editing SOPs and reporting anomalies and issues; also, contacting outside vendors such as SAS
• Participating in the Windows 7 deployment pilot program which includes group and individual training, editing SOPs and reporting anomalies and issues
• Write and edit SOPs for Blackberry operation and installation
• Updated, downloaded and installed applications and patches using SCCM
• Compose, edit and send correspondence regarding technical issues to end users and support staff
• Work outside normal operating hours by responding to email from critical users when necessary
• Work on - call one weekend every 6 weeks

Confidential

SR Help Desk Specialist

Responsibilities:

• Answer incoming helpdesk phone calls and emails and provide support remotely using Remote Desktop Client
• Provide overall desktop computer diagnosis and problem resolution support for the client including software installs and configuration, hardware and peripheral equipment installation and maintenance, wireless and LAN configuration and access issues
• Identify software application, network and hardware malfunctions and take appropriate action to resolve issues ensuring data and system integrity
• Meet or exceed support SLAs
• Reset/unlock Active Directory passwords, enable workstation accounts
• Map network drives and printers
• Install proprietary FDA applications, COTS applications and drivers for various USB devices
• Troubleshoot VPN connections including RSA tokens, routers and modems
• Troubleshoot 2 Factor Authentication issues

Confidential

Support Specialist

Responsibilities:

• Provide remote technical support for over 3,000 Prometric technical testing facilities world - wide
• Common issues dealt with included downloading and uploading tests and test results, operational problems, and procedural issues
• Using VNC, diagnosed remotely workstation and printer issues
• Rebuilt workstation profiles and configured workstations
• Set up demos and sent service scripts to stations
• Diagnosed network connection devices such as Netopia Router, Satellite dish, modems
• Worked with Active Directory setting up accounts and adding workstations to the domain, verified security measures in AD GPOs
• Diagnosed HP Laser jet printer issues and configured File printers
• Remotely diagnosed audio video equipment such as cameras, monitors and microphones
• Troubleshoot monitor, sound issues, video card issues, etc
• Ran crystal reports and exported reports into different formats
• Escalated hardware and software replacement requests to vendors with appropriate documentation