SUMMARY:

IT Technical Support Specialist with 19 years of progressive experience leading and supporting the administration of enterprise networks, software, hardware, and technology management standards. Identifies and implements improvements to hardware and software platforms, and develops technical support strategies to increase system performance and manageability. Professional experience includes working for multiple agencies of the Confidential . Currently seeking roles in Office 365 Administration and Azure Cloud Solution Support.

TECHNICAL SKILLS:

APPLICATIONS: Office 365 (O365), OneDrive, SharePoint & Exchange Online, Microsoft Office 2016, Outlook 2016, Lotus Notes, Domino Administrator 8.5, Active Directory, Azure, Active Directory, AD Connect, MaaS360, Bomgar

OPERATING SYSTEMS: Office 365, Azure, Windows 10, Windows 8.1, Windows 7

HARDWARE: Confidential Laptops/Desktops, iPads, Windows Tablets, iPhones, Windows Phones

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Desktop Support SME

Responsibilities:

• Performed incident management, problem management, diagnosed outages, and escalated technical support cases, working to resolve system issues in a timely manner.
• Conducted maintenance and troubleshooting of enterprise applications, including ongoing administration of Outlook 2016, OneDrive, Skype for Business, Office 365 (O365) on - line Services and MaaS360 support for mobile device management.
• Supported enterprise connectivity and communications, providing comprehensive technical support of network resources. add connectivity with PIV Smartcard’s, Cisco AnyConnect and Pulse Secure VPN.
• Managed the configuration and Imaging and repair of laptops, servers, and networks, and educated users in the proper management of new technologies.
• Maintain accurate statuses on all user-submitted tickets and escalate/reassign tickets to other IT support departments when required.

Confidential, Washington, DC

Team Lead

Responsibilities:

• Supported all aspects of network hardware and software implementation, administration, and support; ensured the availability, operability, and stability of all technology assets.
• Interfaced with management, IT service providers and vendors regarding technical issues, and served as top-level escalation point for technology support incidents.
• Delivered computer support services to achieve all Service Level Agreements (SLAs) through the effective management and closure of support requests.
• Researched and recommended new technologies to achieve improved operational performance while controlling and reducing the costs of technology operations across the enterprise.

Confidential, Washington, DC

Global IT Support Analyst

Responsibilities:

• Handled escalated technical support cases for all global IFC employees; processed incoming requests for issues related to Lotus Notes 8.0, Vista, Microsoft Office 2007, Citrix, eCitrix, and VPN.

Confidential

Global IT Support Analyst

Responsibilities:

• Maintained Active Directory accounts, performed user account password resets and recoveries and configured file and folder share permissions.
• Evaluated and resolved issues, using SCCM, Citrix Console, Windows Remote Assistant, Sametime, and telephone support.
• Delivered global support during Blackberry device upgrade of more than 5,000 devices using BES 5.0.

Confidential, Arlington, VA

Deskside Support Specialist

Responsibilities:

• Provided Deskside support on issues related to desktops, laptops, Blackberry devices, network connectivity, CAC Reader, XP, Office 2003, Outlook, Adobe, digital scanners, printers, and fax machines, and other hardware and software.
• Imaged, configured, and setup employee workstations and laptops for new users, replacements, and office
• Migrations, while also managing user accounts in Active Directory.

Confidential, Arlington, VA

Deskside Support Specialist

Responsibilities:

• Provided remote and deskside support for more than 800 US Fish & Wildlife employees; serviced hardware, network and applications, including Windows XP, Lotus Notes R6.5, Office 2003, SharePoint, Adobe, VPN, government customized applications, and Intranet sites.
• Administered Microsoft Server 2003 in an enterprise Active Directory environment; create and manage user, group and computer accounts, network printers, scanners, and shares.
• Planned and completed department-wide desktop, laptop and Blackberry rollouts, supported Confidential laptops for remote use, and imaged laptop and desktop hard drives for new employee setups and workstation upgrades.