Experience/Work History

Confidential

Desktop Support

Responsibilities

• Monitored Remedy queue for customer trouble tickets and resolved within the required metric standard. Configured laptops desktops printers personal data assistants blackberry devices for over 30 000 both classified and unclassified Department of Defense personnel.
• Provided support with customer email accounts publishing digital/encryption certificates Common Access Card CAC issues such as Personal Identification Number PIN and password resets.
• Assisted teleworking customers with remote access Juniper Citrix Cisco VPN and Web Mail to shared folders network drives and email accounts.
• Key contributor for enterprise wide deployment of the Headquarters Air Force HAF Standard Desktop Configuration SDC XP Windows7 upgrade using SCCM System Center Configuration Manager to configure migration.
• Consistent with demonstrating exemplary attention to detail by using a variety of sources to accurately assess the situation using logic to identify the problem and resolve issues in minimal time.
• Documented and reported problems while providing detailed status updates to management.

Confidential

Windows Administrator

Responsibilities

• Installed and supported Windows network. Established network customers customer environment directories and security for networks being installed.
• Installed and configured Windows 2000 / 2003 network with active directory and troubleshooting.
• Configured and troubleshot DNS and DHCP and handled VPN IIS Servers.
• Provided in depth support for Server 2003 and Server 2008 platforms in a fast paced working environment.
• Upgraded network hardware and software components as required.
• Assisted management in network design enhancement and expansion activities and assisted in the proactive monitoring of the health of the network.
• Developed automates backup and restoration procedures for multi-server LAN.
• Responsible for the configuration and application support on multiple HP Proliant and IBM xSeries servers hardware installs installation/setup of operating systems creation of logical volumes and configuration of networking components.
• Responsible for end-of-life procedures and database updates.
• Created and implemented group policies installed and monitored antivirus and firewalls in servers.
• Performed imaging and re-imaging of high profile user desktops.
• Provided laptop support using Ghosting software.
• Administered network shares to files/folders by assigning user permissions in User Manager/Web Admin.

Confidential

HP Hardware Field Engineer

Responsibilities

• Provided warranty and break fixes on Hewlett Packard servers desktops laptops printers and plotters at various government locations.
• Provided second level technical support and assistance to customers and field technicians.
• Performed installations preventative maintenance and part replacement on server desktops laptops printers and plotters at customer locations as well as maintain company-issued assets from home.
• Installed upgrades and configures network printing rights security and software. Setup videoconferences.
• Provided and respond to customers questions needs concerning access or resources on the network.
• Responsible for parts inventory and for updating all customer tickets.

Confidential

Network Engineer Level II

Responsibilities

• Installed and supported Windows networks. These enterprises consisted of over 20 000 users.
• Established network customers customer environment directories and security for networks being installed.
• Provided second level technical support and assistance.
• Provided technical support by analyzing hardware and/or software data identifying the root cause of the problem and developing/implementing hardware and/or software solutions.
• Provided and responded to customers questions and needs concerning access or resources on the network.
• Installed upgraded and configured network printing rights security and software. Setup videoconferences.
• Upgraded network hardware and software components as required.
• Assisted management in network design enhancement and expansion activities as well as assist in the proactive monitoring of the health of the Senate network.

Confidential

Computer User Support Specialist Level II

Responsibilities

• Administered user accounts resources and services such as email addresses shared folder system updates profiles and attributes via Active Directory.
• Configured desktops email clients PDAs web browsers capture printers perform software installs user accounts and groups LDAP and provide end user training on various applications.
• Provided relocation services of all types for end user computer equipment.
• Maintained Remedy Help Desk System records ensuring prompt efficient and effective service.
• Demonstrated experience with Ghost Windows Server 2003 2008 XP 32 and networking.
• Demonstrated knowledge of LANs routers and switches.
• Delivered asset tagged set up and assisted in the configuration of end-user Macintosh Windows OS desktop hardware software and peripherals for new users.
• Provided resolution of advanced end user inquiries network and hardware failures printer configurations and Internet related problems.
• Performed troubleshoot for advanced system failures using diagnostic tools.

Skills/Accomplishments/Interests

• Windows XP Vista Windows7 Mac OS Windows Server 2003 2008 Microsoft Office07/10 Remedy Internet Explorer Adobe Acrobat X People Soft Oracle Products