SUMMARY:

Skilled senior help desk technician with 8 years of experience providing client/server technical, desktop, and network support to government agencies and small to medium sized businesses. Experience diagnosing, troubleshooting and resolving client issues with hardware/software maintenance, installation, and upgrades with excellent customer service, communication, and interpersonal skills; multi task, detail and result oriented.

TECHNICAL SKILLS

• Operating Systems: Windows 8/ 7/ Vista, XP, and Mac OS X.
• LAN, TCP/IP, DNS, DHCP, Citrix, VPN, Cisco routers and switches, Windows Server 2003/2008, Symantec Backup Exec, Active Directory, Remote Desktop Connection to server (RDP), Microsoft Systems Center Configuration Manager (SCCM).
• Experienced and skilled in Windows and Mac desktops and laptops computers; Windows 7 migration (imaging, software installation and configuration, full disk encryption, transfer, and deployment); printer installation, configuration, and repair; end - user consultation and .
• Security: General system security with an emphasis on malware prevention and elimination. Installation and configuration of Symantec Anti-virus and McAfee.
• Microsoft Office Suite (Outlook, Word, Excel, Access, PowerPoint, etc.).
• Email: Microsoft Outlook 2003/2007, Entourage, and Lotus Notes 8.5.
• Ticketing tools: Remedy, Touch Paper, Clarify, ZenDesk, SpiceWorks, LAN ticket system.

PROFESSIONAL EXPERIENCE

Confidential, Washington, DC

Responsibilities:

• Help Desk support to Library of Congress (LOC) staffs and contractors over the phone and deskside visit.
• Support includes users’ LOC account password unlock or reset that is hosted by LIB domain as well as Momentum account password hosted by FHE domain;
• VPN support with providing two factor authentication password (RSA token) via audix, provide VPN self-service registration support to users who wish to receive their PIN over their cellular phone, create tickets using FootPrint ticketing tool and route these tickets to responsible group, assist walk-in users with their VPN configuration and verification on their LOC telework laptops, acknowledge users’ trouble calls and emails then enter into ticketing system, assist them and if needed escalate them.
• Responsible for monitoring the connected network equipments using Netcool and WhatsUp Gold (WUG) at 24x7 network operation center (NOC).
• Netcool and WUG alerts are acknowledged and outages are reported to responsible team leaders and members.
• My responsibility includes pinging the downed networks, check to see which subsystems are causing problem and note errors, how long they are down for, and mention in escalating ticket.

Confidential, Washington, DC,

Responsibilities:

• Assisted users either via phone, remote access tool (SCCM) or desk side visit with hardware, software, network connectivity, email, VPN, and Citrix issues. Documented problems, resolved, and closed tickets.
• Help desk tickets distribution and management. Windows servers 2003 and 2008 updated, backed up (Veritas backup exec), error identified and corrected.
• Created, modified, deleted, reset and unlocked Active Directory network accounts.
• My support included but not limited to creation of PKI smart cards in order to decrypt encrypted emails as well as using VPN, configuration and users of Check Point VPN, creation and modification of (Department Of Labor) DOL EPS (E-Procurement System) and Citrix Webmail accounts (for users to access their personal emails) using Windows server 2003.

Junior System Administrator,

Confidential, Washington, DC

Responsibilities:

• Level II support either via phone or desk site visit on variety of desktop and laptop computers employing Windows 2000/XP, Mac OS X. Configured and deployed Mac OS X as well as Win XP computers.
• I supported Microsoft Office suite and Adobe CS4 to all staffs.
• Responsible for daily servers check for errors running on VERITAS Backup Exec for Windows Server 2003/2008, fix and/or escalate the errors.
• Scheduled and ran daily incremental and weekly full backups.
• Run server updates. Active Directory assistance with user accounts.
• Served as a back-up support to the Systems Administrator for efficient and dependable operations of Confidential computing environment, including server administration, application availability, telecommunication connectivity, and d security.

IT Support Specialist,

Confidential, Washington, DC

Responsibilities:

• Provided level 2 support for Corcoran staffs, faculty, and students. Active Directory user accounts modified/ created/ deleted as requested.
• Server latest update and patch installed.
• Troubleshot, fixed, and closed issues using ZenDesk ticket systems. Successfully imaged, file transferred, and deployed of over 200 all-in-one Dell Vostro computers.
• I supported Mac OS X and Windows XP for Corcoran faculty and students.
• I assisted users with Microsoft Outlook 2003/2007, Entourage, Excel, Word, Power Point, COTS/ Adobe CS4/ WiFi/ BlackBerry/Symantec Anti Virus, Raiser’s Edge, and Scheduler Plus.
• Occasionally provided AV support for staff presentations or meetings.

Help Desk Technician,

Confidential, Washington, DC

Responsibilities:

• PC image, configuration, migration, and deployment. Installed in-house and COTS software per request.
• Resolved and closed Remedy trouble tickets that were received from tier I staffs from RTP (Research Triangle Park, NC).
• Installed and configured network and local printers.
• I also performed Quality/ Assurance (Q&A) for upgraded computers, installed PointSec for PC and PatchLink, updated virus definitions for Symantec Antivirus, supported Microsoft Office applications, Cisco IP TV, Lotus Notes 8.5, and secured wireless connection (WiFi).