SUMMARY:

• A productive, reliable and highly professional Information Technology (IT) Specialist with over 15 years of practice in complex IT environments, possessing extensive hands - on experience in building and support secure network systems, servers and desktops and with innovative solutions based on sound business decisions.
• An optimistic team builder that consistently provides excellent customer support for complex production systems with continuous services improvement to meet the business objectives.
• Extensive hands-on experience deploying and troubleshooting Windows desktop and server platforms.
• Part of 24/7 on-call technical support team responsible for meeting network Service Level Agreement.
• Team player with strong analytical and problem-solving skills.
• Ability to communicate effectively and adapt quickly to complex business environments.

TECHNICAL SKILLS:

Experience in configuring and troubleshooting: Cisco routers, switches, hubs, bridges Wireless Routers, Wireless AP, 802.11 AC, B, G & N Desktop, Laptop, Server & Tablets PCApple Smart Phones, Android Smart Phone, IPad, Android Tablets and Mobile Iron

Desktop OS: DOS, Windows 98/NT/XP,Vista,Windows 7,Windows 8.1, Windows 10 and Mac OS 10.9

Server OS: Windows 2008, 2012, 2016 Server

Security software: Symantec Anti-virus suite, Symantec Ghost, Dell Kace1000 & Mcafee

Backup Software: Veritas Backup Exec, Acronis Backup, Kace 1000

VPN software: Cisco any connect, TeamViewer and Citrix

Other Software: Microsoft Office 365, 2013, 2010, SharePoint, Project and Visio;

Network protocols: TCP/IP, IPX/SPX, 802.11a, b, g, n IPv4 & IPv6

Virtual machine: VMware, parallel desktop for macLotus Notes, Microsoft Outlook, Exchange and Active Directory

End: user migrations from Windows 7 to Windows 10

AV Conference: Microsoft Teams, Zoom, BlueJeans, Lync 2013

Ticketing System: ServiceNow, Kace 1000

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support\ Junior Admin

Responsibilities:

• Manage the functionality and efficiency of group of computers running on one or more operating system.
• Create and Administer user and service accounts, AD group membership and Exchange mailboxes.
• Support Video Teleconferencing in all designated conference rooms.
• Create & disable exchange mailbox.
• Request/review quotes from vendors and coordinate purchase with authorized personnel.
• Perform/monitor daily backup of critical data.
• Troubleshooting Windows and Server operating system and system hardware.
• Maintain and configure printers, maintain Ghost images, repair/replace hardware and software as required.
• Install, configure, patch, upgrade & maintain Windows 7/10/, Server, Office 365, workstation/laptop/Server
• Ensure all systems are running antivirus clients with most recent AV signatures.
• Perform IT infrastructure installation, configuration, maintenance, and troubleshooting.
• Create and maintain Mitel VoIP system.

Confidential

Desktop Support Specialist

Responsibilities:

• Provide mid-level support and resolutions for internal customers, working both remotely and on-site.
• Deploy, maintain, and troubleshoot desktop, laptop, printers, scanners, and other IT related equipment
• Perform day-to-day duties and responsibilities with high-level of customer service.
• Maintain conference room equipment (Projectors, Monitors, and ModoPads).
• Maintain the ITSM ticketing system by resolving tickets based on SLA’s and according to ITSC policies and procedures.
• Migrate users from Windows 7 to Windows 10 with Office 365.
• Support and maintain voice IP Phone.
• Troubleshooting Mac OS and system hardware.
• Create and administrator users and service accounts, AD group membership and Exchange mailboxes.
• Configures and maintains wireless mobile devices, including but not limited to Androids and iPhones.
• Instructs customers and support staff in use of equipment, software, and manuals.
• Apply diagnostic and troubleshooting techniques to identify problems, investigate cause and perform corrective measures.

Confidential

Desktop Support Analyst

Responsibilities:

• Manage the functionality and efficiency of group of computers running on one or more operating system.
• Create and Administrator user and service accounts, AD group membership and Exchange mailboxes.
• Support Video Teleconferencing in all designated conference rooms.
• Inform users of the status of their tickets by phone call, email or instant messenger.
• Participates in special projects as required.
• Request/review quotes from vendors and coordinates purchase with authorized personnel.
• Perform/monitor daily backup of critical data.
• Troubleshooting Windows and Mac operating system and system hardware.
• Maintain and configure printers, maintain Ghost images, repair/replace hardware and software as required.
• Installing, configuring, patching, upgrading & maintaining Window 7/10/Mac OS on workstation/laptop
• Ensure all systems are running antivirus clients with most recent AV signatures.
• Track software licensing.
• Create and maintain Mitel VoIP system.
• Migrate and maintain Microsoft Office 365

Confidential

Help Desk Support Technician

Responsibilities:

• Configures, installs, and supports desktop, laptop computers, handheld devices, printers, scanners and monitors
• Assist with image desktop, laptop computers and deploys to end users.
• Create and modify Active Directory accounts and computers
• Create and modify online email groups
• Perform Mitel phone system management, including deploying phones, adding/changing voice mailboxes & Extensions.
• Assist with troubleshooting and completion of Help Desk ticket issues.
• Execute various wireless smartphone related task, including provisioning, configuring and troubleshooting.
• Experience with dealing directly with users both locally & remotely, their day to day support issues.
• Maintaining remote offices sometimes require travel.
• Plan and implement deployment schedules for applications, patches and service packs at the Desktop level.
• Inventory and track all hardware and software received and deployed
• Assist in Department projects.
• Migrate and maintain Office 365, 2013 and 2010
• Installing, configuring, patching, upgrading & maintaining Window 7/10/Mac OS on workstation/laptop.
• Setup audio/video/teleconferencing equipment for meetings if required .

Confidential

Help Desk Support Specialist

Responsibilities:

• Configures, installs, and supports desktop computers, laptop computers, handheld devices, printers, monitors.
• Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
• Installing, configuring, patching, upgrading & maintaining Window XP/7/Mac OS on workstation/laptop
• Supports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.
• Re-images desktops and laptops, as needed, and deploys new equipment to end users.
• Supports NIH proprietary software.
• Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates.
• Performs advanced diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and printers.
• Provides technical support to the customer for meeting management by responding to meeting requests and providing audio/visual support during meetings, broadcasting, robotic camera operation, bridge lines, projectors, etc.
• Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory

Confidential, Herndon, VA

IT Support Specialist\Technician

Responsibilities:

• Troubleshoot computer hardware, software and Network systems
• Utilized remote assistance tools such as PC Anywhere & Microsoft SMS to troubleshoot PC/LAN problems.
• Managed creation and removal of network domain user accounts
• Configured and managed remote-user network access utilizing Cisco VPN Client or TeamViewer
• Ensure network protection from malicious attacks, viruses, adware/spyware by installing various network monitoring tools and anti-virus and anti-spyware software.
• Troubleshoot, modify and repair various computer hardware including monitors, keyboard and printers
• Install and configure new software on user’s computers.
• Image and deploy new desktop and Laptop hardware devices.

Confidential, Herndon, VA

Technical Support Specialist

Responsibilities:

• Helped migrate all workstations from Windows 98/2000 platform to Windows XP platform
• Utilized remote assistance tools such as PC Anywhere & Microsoft SMS to troubleshoot PC/LAN problems.
• Managed creation and removal of network domain user accounts
• Configured and managed remote-user network access utilizing Cisco & Nortel VPN Client software
• Ensured network protection from viruses, adware/spyware attacks by installing anti-virus & Anti-spyware software.
• Created and managed trouble-tickets using Remedy and HP Openview systems.
• Implemented network protocols on customer network including ADSL, frame relay & ATM
• Created and managed trouble-tickets using Remedy and HP Openview systems.
• Revised and maintained documentation for configuring CPE equipment (including Cisco Routers and switches).
• Perform troubleshooting on DSL lines related to slow throughput, packet loss and bandwidth utilization
• Coordinated post-installation testing with DPOP technicians prior to circuit turn-up.

Internet Support Specialist

Confidential, Largo, MD

Responsibilities:

• Provided Tier-I support for customer problems including creation & escalation of trouble tickets
• Coordinated high-speed Internet access HSIA problem resolution with NOC personnel
• Compiled dispatch procedures to perform DSL circuit install and disconnects.
• Processed new voice & data orders through CSG provisioning system