PROFILE:

Accomplished IT Engineer with experience in PC hardware/software diagnosis & repair, remote administration & technical support to assist with end - users, adhering to company provided Service Level Agreements while displaying the most prominent level of customer service while in the process. I am currently seeking a position with your company to assist in reaching my primary goals of advancing in the field of Information Technology, in addition to furthering my knowledge & technical expertise within the field. Included in my resume, I will display my previous work experience, educational background, as well as various skills and qualifications which I have accomplished. I consider myself to be one that is easily able to adapt to new protocol in a fast pace environment, a motivated self starter, in conjunction with an eagerness for advancement. In conclusion, I would only hope that these ranking factors are taken into consideration when the selection of the next candidate is selected for the position.

IT SKILLS:

Platforms: Windows 2000, Windows Server 2003, Windows Server 2008/2008 (R2), Windows XP, Windows Vista, Windows 7, Red Hat Enterprise Linux 5, Mac OSX, VMware ESX/ESXi 4/5

Hardware Utilities: Desktops & Laptop PC’s, Hewlett Packard Printers (LaserJet & Inkjet), Cisco Catalyst Switches/Routers, Network Interface Cards, Wireless Data Cards, Video & Sound Cards, Optical CD-ROM/DVD drives, Hard Disk Drives (PATA/eSATA), iSCSI, Memory (RAM) Devices, Tape Back Up Drives, Scanners, Blackberry Handheld Devices, RSA Secure ID Tokens, Iron Key Secure Storage Drives, Dell PowerEdge servers, NetApp Fas2020/2040 storage area networks, Cisco Catalyst gigabit Ethernet switches, Fortigate & Fortimail Enterprise protection devices

Software Utilities: Active Directory, ActivIdentity, Adobe Acrobat Pro X, ApproveIt Desktop, Cisco Systems VPN, Cisco Systems AnyConnect Secure Mobility Client, Checkpoint Endpoint Security Encryption, Pointsec Enterprise Encryption, MS Office Suite 2003/2007/2010 , Google Chrome, Internet Explorer, Mozilla Firefox, Safari, McAfee Anti Virus, ZoneLabs Integrity Virus, Symantec Endpoint Manager/Client, VERITAS Backup Exec, Peregrine Service Center, Numara Track-It, BMC Remedy, Symantic Ghost Console, VMware vSphere Client, WinSCP, Putty, Splunk

WORK EXPERIENCE:

Confidential

Sr. Desktop Support Engineer

Responsibilities:

• Installation, configuration, and troubleshooting of standard image software and approved software
• Reimaging of PC s utilizing the baseline image per enterprise entity
• Installation, configuration, and maintenance of various peripherals to include production printers
• Installation/Reinstallation of printer drivers
• Clearing/resolving common printer errors if possible or interfacing with manufacturer to escalate printer problems covered by a manufacturer s or the Confidential s maintenance contract
• Mapping network printers
• Performing data back & restoration in relation to Windows 7 migration
• Providing exceptional customer service, technical support, training and diagnostic activities to systems and software including productivity applications, operating systems, Active Directory (AD) and equipment used in customer organizations
• Informal training and customer assistance with common desktop activities and questions - Windows 7 training, conference bridge training, common software program questions
• Facilitating information exchange from the site IMOs to the Network Enterprise Center (NEC) for additional support and/or help with activities requiring other skills
• Following up on customer issues if requested with the accounts team or other unresolved concerns
• Weekly reporting on customer incidents, successful initiatives, and escalations of unresolved issues to other personnel within the Confidential according to management guidance
• Applying Confidential information security/information assurance policies, principles, and practices such as Confidential s (hardening of systems) and IAVA s
• Supporting Blackberry devices with issues such as smart card integration, troubleshooting mail send/receive issues, Enterprise mail activation, verifying phone settings and data plan, and restoration of the BB account on the BES
• Account provisioning requests (adding, deleting, modifying privileges)
• Software license management
• Inventory Management and activities
• Resolving customer tickets thru the use of BMC Remedy Action Request System, escalated from the Tier I group

Confidential

Information Security Specialist

Responsibilities:

• Serves as a member of VIRT (Virus Incident Response Team)
• Evaluate and test various releases of threat protection software
• Testing of threat signature files and updating of definitions upon requirement
• Assist the user community wutg computer virus relates problems as they arise, assisting in detection & mitigation
• Reimaging of PC s utilizing the baseline image per enterprise entity
• Responds to customer inquiries concerning application malfunction, configuration, installation, and update
• Development of user documentation for new products and maintain user documentation for existing applications
• Assist in the collection & submission of malware code samples to vendors
• Preparation, production, and distribution of Antivirus Home Use CD s containing the latest anti - virus software
• Monitor and review of incident logs of Fortinet & Fortimail devices via Splunk
• Preparation of status reports for management and shift leads

Confidential

Help Desk Technician

Responsibilities:

• Responsible for responding 24x7 support to IT incidents and requests received from the clients user community to include over 14,000 users via ACD telephone calls, email, fax, walk - ins, and the internet fly-by
• Troubleshoot and resolve user incidents and requests dealing with the Microsoft Windows XP operating system, Active Directory, Microsoft Office Suite, Blackberry, Citrix and all client owned Commercial Off-the-shelf (COTS) products
• Troubleshoot and resolve user incidents and requests dealing with all client owned Government Off-the-shelf (GOTS) products.
• This includes web applications, mainframe applications and other proprietary applications
• Password resets for Active Directory, BlackBerry, Oracle, VPN Client, Citrix, Pointsec/Checkpoint Disk Encryption, RSA Secure ID devices and proprietary application accounts which utilize the Peregrine ServiceCenter ticketing system to record incidents/requests by providing detailed information such as the user s issue, steps taken during the diagnose phase of a ticket and solutions to obtaining a resolution
• Utilize available Standard Operating Procedures (SOP s) and the ServiceCenter Knowledge Base to provide first call resolutions for user incidents and requests over the phone and remotely utilizing SMS Remote Access
• Adhere to meet all Service Level Agreements (SLA s) to perform tasks provided in the Incident Management Plan to resolve incidents when tasked by the Tier Lead Manager, assist Tier III technicians to perform tasks provided in the Problem Management Plan to resolve reoccurring incidents
• Adhere to all Client and ITSolutions LLC, policies and guidelines

Confidential

Hardware Engineer / Systems Integrator

Responsibilities:

• Assist in the efforts to build, design, maintain & troubleshoot parameters of a development prototype sensor processor suite to be implemented in modules utilized by entities of the United States Armed Forces
• Prepare detailed specifications and methods to interface computer products, consisting of the interaction between CPU and peripheral units (hardware), and between the operating system and user programs (software) Implementation of VMware ESX Server to provide multiple virtual hardware platforms while minimizing hardware costs & energy consumption
• Responsible for the build, configuration, and management of a datacenter environment thru the use of vSphere & vCenter Server
• Implementation and administration of various hosts & clusters, housed within a development environment through the utilization vSphere Client
• Responsible for the implementation & configuration of both Windows Server 2008 & Red Hat Enterprise Linux 5 operating systems post installation, to include specifying parameters of IP Configurations, verification of inter - networking & routing, implementation within DNS, & establishment of FQDN s
• Coordinate hardware and software installations and upgrades to ensure work is performed in accordance with company policy
• Implementation of auditing tools, such as Splunk, to monitor, report, and analyze data within the virtual environment in order for compliance with Information Assurance
• Testing of development prototypes to determine their functionality, reliability, & ability to be manufactured with consistent quality prior to building within stand-alone units for deployment.
• Responsible for producing testing & procedure documentation for client use, to include administration guides, user guides, and system test plans
• Responsible for the administration, configuration, and maintenance of other forms of hardware media to include: NetApp FAS2020 & 2040 Storage Area Networks (SAN), APC, Acumentrics, and Intellipower Uninterruptable Power Supplies (UPS), Cisco Catalyst series Gigabit Ethernet switches, as well various Dell Poweredge rack servers
• Responsible for the coordination of receiving & distribution of hardware related items, in addition to deployments of sensor processor suites & stand-alone units
• Installation, testing, and configuration of Android based biometric applications to be implemented on Android devices (Phones & Tablets)

Confidential

Desktop Support Technician

Responsibilities:

• Management of various user accounts and workstations, to include creation, modification, & deletion via Active Directory
• Password resets for Active Directory accounts, VPN Client user accounts, Blackberry devices, and RSA Secure ID devices
• Analyze, log, track and complex software and hardware matters of significance pertaining to networking connectivity issues, printers, servers, and application errors to meet business needs
• Building of desktop & laptop PC s, via ghost images, installation and configuration of operating system, application software, in addition to implementation of security tools, such as antivirus & encryption
• Coordinate hardware and software installations and upgrades to ensure work is performed in accordance with company policy.
• Recommends resolutions to complex matters of significance and coordinate the implementation of the approved course of action
• Utilize standard corporate tools, such as the Track - It ticketing system to record changes, service requests, and problem activities for tracking purposes
• Installation, configuration, & maintenance of local/network printers, copiers, fax machines, and Nortel Networks VOIP telephones
• Responsible for data backup & restoration on end user workstations
• Implementation of regulations on desktop computers as set forth by the DoD Information Assurance Accreditation Process (DIACAP) for Threat Reduction Support Center Network (TRSCNet) as well as the Cooperative Threat Reduction Resourcenet (CTRRS) and relay conformance to Helpdesk Supervisor
• Planning and coordination of hardware deployment, lifecycle replacement, and warranty repairs