SUMMARY

• Experience supporting windows operating systems to include Windows 95, 98, Me, NT 4.0 pro & 2000 pro, Win xp, 7, Server 2000, 03, 08 r2 Server,
• Provided end - user support as well as software and hardware installation & configuration,
• Comprehensive understanding of PC workstations, structure and architecture. Installed and configured Dell, Compaq,
• Hp and laptops/desktops, and HP laser/color printers and peripherals. Provided end-user support, as well as internal and client support for computer / hardware and software.
• Demonstrated exceptional performance under stressful, time-sensitive conditions; comfortable working independently or on a team; able to manage multiple projects; flexible and able to adapt with ease to rapidly evolving environments,

PROFESSIONAL EXPERIENCE

Help Desk Engineer,

Confidential, Rockville, MD

Responsibilities:

• Imaged Desktop and Laptops via Microsoft deployment server 2008 R2,
• Decommissioned stand-alone servers, desktops and laptops,
• Pushed/deployed software packages to machines via Altiris console,
• Backup and restored using Acronis backup and recovery,
• Backup up MacBook pro and workstations via Disk Utility,
• Encrypted and Decrypted MacBook pro and Windows Laptops,
• Troubleshot an array of different issues for Windows and Mac machines,
• Pushed software to Macs via Lanrev

Lead Instructor,

Confidential, Laurel, MD

Responsibilities:

• Provide hands on to students,
• Students are trained to provide phone, remote and desktop support for win XP, Win 7 and Mac OS X users,
• Students also learn to escalate complex issues to tier 2,
• Encrypted and Decrypted MacBook pro and Windows Laptops,
• Assign trouble tickets to techs via a ticketing system,
• Train students to provide support for break-n-fix issues,
• All students are evaluated once a week and quizzed to make sure CompTIA text book material are being properly learned,

Service Desk Manager,

Serco, Fairfax, VA

Responsibilities:

• Manages the day-to-day operations of the network operations and security operations monitoring service desk. Identifies, researches, and resolves complex technical problems,
• Developed multiple service desk processes to include a detailed step by step procedure on incident management, incident escalation, identifying repetitive issues and root cause analysis,
• Created and managed escalation procedures and ensures service levels are maintained.,
• Documents, tracks, and monitors problems to ensure resolution in a timely manner practices, and procedures,
• Relies on extensive experience and judgment to plan and accomplish goals,
• Responsible for providing assistance in the continuous operation of the NOC and Soc,
• Provided support and monitoring services, to all customers as outlined by the client,
• Attended and participated in customer, internal and team meetings,
• Provided leadership to (13) and guidance to NOC and SOC analysts,

Service Desk Supervisor,

Confidential, Washington D.C,

Responsibilities:

• Oversees the day to day operations of the IT support Center and associated task to include leading (15) technicians within the IT support Center,
• Provided technical direction and guidance to Tier1/2 technicians; review work performed for technical accuracy, effectiveness, efficiency, and adhere to standards and procedures,
• Direct completion of tasks within estimated SLA timeframes • Reviewed daily metric stats,
• Act as a liaison between IT Support and agency personnel,
• Ensure that contract and agency personnel adhere to licensing requirements,
• Ensure appropriate coverage for Phone and Desktop Support,
• Ensure the completion of tasks, assignments and tickets,
• Ensure appropriate coverage for Phone and Desktop Support,
• Engaged in quarterly performance reviews of techs,
• Ensure Service Level Agreements are being met in all areas,
• Preformed as primary contact for routine IT Support issues with the client and contractor,
• Provide and direct Tier 2 support of IT issues, and escalate to Tier 3 when appropriate,
• Make decisions on technical matters related to IT support,
• Performed quality assurance for IT support trouble tickets and IT support documentation such as standard operating procedures,

Technical Instructor,

Confidential, Laurel, MD,

Responsibilities:

• Developed a (3) phase hands on program,
• Students are trained to provide phone, remote and desktop support for win XP, Win 7 and Mac OS X users,
• Students also learn to escalate complex issues to tier 2,
• Students also learn to manage the helpdesk mailbox queue and assign trouble tickets to techs via a ticketing system,
• Train students to provide support for break-n-fix issues,
• Students are also trained to provide support for PKI issues and digital and encrypted email issues,
• All students are evaluated once a week and quizzed to make sure CompTIA text book material are being properly learned,
• All students forgo an 8 week rigorous before they complete the program. Once they have completed the program they can sit for CompTIA A+ exams,

Sr. Help Desk Support,

Confidential, Alexandria, VA

Responsibilities:

• Provided remote support for 10,000 end-users provided support for Windows XP, Windows 7 and VMware VDI machines,
• Provided Cots support for 30 in-house applications,
• Troubleshoot RSA token issues,
• Troubleshoot Network connectivity issues,
• Troubleshoot Network/Local printer issues,
• Troubleshoot Safe boot encryption issues,
• Troubleshoot Safe boot encryption issues,
• Troubleshoot Blackberry issues