SUMMARY:

• Seeking career advancement in the Metropolitan area with a growth Oriented company in the Technology Industry.
• Would consider minimal travel and Contract employment.

TECHNICAL SKILLS:

Operating systems: Windows 7, XP Home and Professional, Windows 98, Me, NT, Windows 2000 and 2000 Server also Microsoft office suite 2000, XP and 2003, Dame Ware Utilities, Active Directory, Message Manager, Symantec Antivirus, MacAfee E - Policy, ARC serve Version 7.0, VERTIAS Backup, Net Backup Version 4.5 AT&T Global Network Client, Norton’s Ghost imaging, VNC Viewer, VPN Client, Tight VNC, Macintosh Retrospect, Remote Desktop, Dragon, Lotus Notes 6.5, LANDesk Management, DRA Account & Resource Management, JSRA Citrix Client.

Systems (Desktop/Laptop) : Dell, Compaq, HP, E-Machines, Tiger and Gateway systems

Tracking Systems: Remedy, Magic, Heat, ITSM

Also Skilled With: Scanners, PDA’S, Dictation systems, Fax Machines, Printers, Hardware and various software programs.

EXPERIENCE:

Confidential, Washington, DC

Helpdesk Analyst

Responsibilities:

• Receive telephone calls from users having problems using computer software and hardware or inquiring how to use specific software, such as statistical, graphics, data base, printing, word processing, programming languages, electronic mail, and operating systems.
• Talk to users to learn procedures followed and source of system or software errors.
• Answer any questions of the user, applying my knowledge of computer software, hardware, and procedures.
• May test software and hardware to evaluate ease of use and whether product will aid user in performing work.
• I also assist remote client users via phone and also by remote access, providing support of Tokens and G/on sticks and any issue with network and database connectivity and also assisted in the imaging and rollout of Windows 7 for all new systems within the agency.
• I ghosted and re - imaged laptops and desktops for new and existing employees in the agency; I adjusted clients account in Active Directory controlling and adding permissions as needed by each client.
• Also performed various other hardware installs/repairs including printers, card scanners, Dragon microphone, projectors and setups for web conferences.

Confidential, Washington, DC

Helpdesk Analyst

Responsibilities:

• Once received from Dell, the systems first had to be recorded and added to the OCFO inventory database,
• Then after setting up the clients profiles the system were deployed to the clients added to the OCFO domain all the client data was then transferred from the old system to the new systems setup and configured Outlook and Lotus Notes E-Mail accounts to include backup PST files if needed, favorites and any office documents the client had on their old systems. Once completed the old systems were removed from the client’s office and returned to the Lab for processing.

Confidential, Washington, DC

Senior Helpdesk Analyst

Responsibilities:

• I assist the customers via phone and also by remote access.
• Training is provided when needed or requested by the customers, I utilized programs Such as Landesk to remote into the systems for program and printer installs or for end user training. 90% of service calls were resolved at my tier level.
• I resolved computer accounting reset and lockouts using (DRA) software and hardware issues.
• I perform tier I-II level problem resolution and implement problem escalation and tracking using Remedy as needed I setup new client account and adjusted client permissions in Active Directory.
• Assists local and remote end users with resolving hardware and software issues setup and configured E-Mail accounts, Problems using PointSec accounting network communication and remote VPN client connection and configuring of DOJ systems. I also process service requests for several agencies within the Department of Justice.

Confidential, Washington, DC

System Analyst

Responsibilities:

• I resolved computer software and hardware problems of users:
• Receive telephone calls from users having problems using computer software and hardware or inquiring how to use specific software, such as statistical, graphics, data base, printing, word processing, programming languages, electronic mail accounts such as Outlook and Lotus Notes and several other operating systems.
• Talks to users to learn procedures followed and source of error.
• Answer questions, applying knowledge of computer software, hardware, and procedures.
• May test software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Write software and hardware evaluation and recommendation for management reviews for this government setting supporting between 1,500 and 2000 users 90% PC and 10% Macintosh based.
• Also supported clients with disabilities by supporting software such as Confidential Speaking and Jaws software.

Confidential, Washington, DC

Helpdesk Analyst

Responsibilities:

• Perform end user support and account creations using Active Directory also provided training for the end user including problem determination for the office of PLATTS Information Systems, Perform tier I-II level problem resolution and implement problem escalation and tracking as needed.
• Assists local and remote end users with resolving hardware and software E-Mail issues, Problems with network communication and connectivity issues for the following companies of Confidential we support over 1700 users throughout North America.
• Also supported clients with disabilities by supporting software such as Confidential Speaking and Jaws software.

Confidential, Beltsville, MD

Helpdesk Analyst/Lead

Responsibilities:

• I assisted the customers via phone also by remote access.
• Training was provided when needed or requested by the customers, I utilized programs Such as Dameware Utilities, to remote into the systems for program installs or for end user training 97% of service calls were resolved at my tier.
• I was responsible for administering accounts for Webex (Online conferencing), adjusting or giving permissions in Active Directory;
• I administered and maintained daily virus updates to our local server, and the server that supports our offices in Pasadena, CA.
• All servers and network printers were monitored by Confidential . All request were created using the Magic Tracking system

Confidential, Washington, DC

Senior Systems Analyst

Responsibilities:

• Performs end user support and training including problem determination for the office Of Information Systems, Perform tier I-III level problem resolution, and implement problem escalation and tracking as needed.
• Assists local and remote end users with resolving hardware and software E-Mail issues for Outlook and Lotus Notes, Problems with network communication and connectivity issues.
• I am one of the Senior Analysts supporting several other agencies within this Government building including License and Permits, Alcoholic Beverage Regulation Administration, Hearings and Adjudication, Also the Office of the Director.