SUMMARY

• Energetic, extremely motivated IT and Audio Visual Professional seeking a position which complements and utilizes my advanced IT Technical Support, Audio/Visual Conferencing, Business and Customer Relations skills to assist an organization in meeting its goals.

TECHNICAL SKILLS

• Microsoft Windows OS (95 - Windows 7), Windows Server (2003-2008), Macintosh OS X/OS 9
• Desktop Support/Network Administration
• Hardware/Software Installation and Configuration
• Break fix
• WAN/LAN/voice-over IP
• Audio/Visual Production and Support
• Network/Domain Administration
• Active Directory
• Symantec Endpoint Encryption (SEE)
• Guardian Edge Encryption
• PeopleSoft (Database Administration)
• Seibel Database Systems (Public Sector)
• Remedy Action Request System
• Network Server Imaging/Ghost
• Microsoft Office 2003-2010
• Citrix Networking/Server Farm
• Altiris Remote Desktop tool
• Cisco Systems (VOIP Telecommunications/VPN)
• Exchange: EAS/PKI

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Technician

Responsibilities:

• Tier II Technician with current/active MBI clearance providing excellent customer service and support to six thousand federal government employees and contractors.
• Including support of all hardware/software and TCP/IP network related issues for Veterans Affairs Central Office (VACO) in Washington, DC.
• Daily responsibilities include, but are not limited to: hardware/software troubleshooting, TCP/IP networking, Active Directory 2008 administration, laptop encryption using Symantec Endpoint Encryption (SEE), Citrix WAN configuration/administration, server farm analysis, Cisco VPN configuration, Big Fix, network server imaging of PC workstations and laptops, laptop and workstation deployment and provisioning, Remote HW/SW troubleshooting using various tools, office relocations/moves, PKI certificates support (import/export, etc.), Microsoft Outlook support/configuration and troubleshooting, Network Administration, Cisco client configuration (wireless, etc.), hard drive wiping, monitoring the Remedy Service Desk/ Ticketing System and transferring to other groups when appropriate.
• Installing and troubleshooting local/network printers and scanners. Regularly completing various other duties as necessary.

Confidential

Desktop Support Engineer

Responsibilities:

• Desktop Support Engineer providing at-desk, phone and email support to users of computer hardware and software, peripherals, as well as with fixed and mobile phones.
• Reported to the IT Services Manager under the Director of Operations and Engineering.
• Responsible for performing at-desk/bench analysis, diagnosis and resolution of laptop, desktop, phone and printer issues; installation, configuration, maintenance and troubleshooting PC and Mac hardware/software. Outlook .ost repairs/rebuilds.
• Configuring Outlook user profiles, and performing all Outlook file backups to servers for HR/legal holds purposes.
• Basic troubleshooting and configuration of BlackBerry, iPhone, Palm and Windows Phone handheld devices.
• Performed asset management duties on a regular basis using Numera’s TrackIt.

Confidential

IT Help Desk Technician

Responsibilities:

• Help Desk Technician for Confidential . Community College, responsible for providing support to all Faculty, Staff and Students of Confidential (all campuses) via email, phone, and electronic live chat, perform various IT related functions such as: continually checking all web portal/network performance and functionality.
• Providing front-line advice service to end-users on software and hardware related issues PC/Mac, Performing first-level diagnosis of customer issues, maintaining high first-call resolution rate.
• Opening and taking ownership of incidents and service requests using SmarterTrack Ticketing System; tracking issues until resolved. Escalating issues as required. Managing telecommunication systems accounts (Cisco Systems).
• LAN accounts administration in an Active Directory environment. Microsoft Exchange mailbox/group creation/supporting both in network, and Outlook Web Access, database administration using PeopleSoft, Server Farm analysis on an hourly basis, and reporting outages and other issues in a timely fashion.
• Apple iPhone/iPod Touch devices troubleshooting and support. Performing other technology support duties as needed.