EXECUTIVE SUMMARY

Over fifteen years of professional experience with an impeccable track record of accomplishments in assisting with migration and providing computer technology support administrative and supervisory support to Private sector Military and Government Personnel. Microsoft Certified Professional MCP . Primarily responsible for supporting the Commander Comptroller and various Chief level personnel to include desktop support of the President VP s and Board of Directors. Performed network administration and overall technical support and telecommunication services to PC/Mac and network users in an office setting and on a consulting basis including network administration and providing system/application training to hundreds of users familiarizing them with the basic concepts of computing and application usage. Exceptional problem-solving and troubleshooting ability skill set to create innovative solutions to both routine and complex problems. Proficient in supporting multi-platform Windows 3.1/95/98/NT 4.0/2000/XP/Vista/Win 7/8 Mac OS and Mac OS X MS Office applications Outlook Word Excel Visio PowerPoint SharePoint and Project etc. Experience in troubleshooting Wi-Fi devices including Blackberry / iPhone / iPad / iPod / Tablet printers Dell / Canon / HP / Konica / Xerox printers servers scanners etc. Respond to all helpdesk calls/tickets in a timely and efficient manner. Team Player with a positive can do attitude. Demonstrated commitment to quality. Government clearance TSC/SC obtainable.

TECHNICAL SKILLS

• Systems Windows 2000/XP/Vista/Win 7/8 and Mac OS and Mac OS X
• Software ABSS Adobe Acrobat/FinePrint BlackBerry/PDA/iPhone/iPod/iPad Tablets ACCPAC Acronis ActiveSync ADS Alacris Altiris AMBIS Symantec Corporate AntiVirus Symantec Endpoint Protection McAfee VirusScan Enterprise Trend Micro Enterprise/OfficeScan VSOF Veritas/Symantec Backup Exec Bluetooth IMPACII CRIS Dell KACE Active Directory ITAS VEDS Chrome OneNote Sofie NBRSS JInitiator NBS Pointsec SKYPE QVR E-Grants ERA SAS VMware E-Log QWS3270 Secure Anyconnect VPN ICS Viewer Win Backup Utility Citrix Costpoint DEPCON DOORS Eagles ERwin Expensable 6 FinePrint Firewall Internet Explorer User State Migration Tool USMT 4.0 Firefox Flash Player Form Flow Thunderbird GFI LAN guard Network Security Scanner Symantec/Norton Ghost HEAT Hummingbird Exceed Java Jaws PDF Creator/Editor OnNet Extra /SNA mainframe MS Exchange MS Office Suite XP/2003/2007/2010 MS Office Mac 2004/2011 Lync Lotus Notes MicroBas NI-488.2 GPIB for Windows NDS Belkin Easy Transfer Cable Netcensus NetToolX Novell Client NTRC Opera PAL POP Power Archiver RRS SafeIT RAS SAP GUI SharePoint SUS Client RTS PGP Pointsec Remedy Oracle Initiator SCCM/SMS Softmax Pro Safari STARS SyncToy BOMGAR Sysprep 2000/XP Track-It Visio Viewer Visual Basic VNC Viewer VPN VoIP Visio Sametime ServiceNow PIV Privilege Manager Project Windows Easy Transfer WinFrame Client Wi-Fi WISE WS FTP.

PROFESSIONAL EXPERIENCE

Confidential

Tier 2 Desktop Support Technician

• Assisted with new workstation deployment and upgrading of e-mail users utilizing Outlook and MS Host Integration Server 2010 client supporting approx 5 000 XP/Win 7/Mac workstations.
• Provide escalated end-user support for the National Cancer Institute NCI which is part of the National Institute of Health NIH which is the Federal Government s principal agency for cancer research and training at the National Institute of Health NIH .
• Proficient in supporting upgrading troubleshooting and remediating issues pertaining to current and future versions of desktop and laptop operating systems to include but not limited to XP/Win 7/Mac OS X and other hardware.
• Deploying images using Altiris/Symantec Ghost BIOS and firmware updates.
• Install configure support upgrade troubleshoot and remediate issues pertaining to current and future versions of NIH and NCI common-use Commercial Off-the-Shelf COTS software.
• Install configure and upgrade new/reissued PC hardware and software in accordance with NCI and CTB policies and procedures.
• Integrate system peripherals such as Bluetooth Network Printers Scanners Wi-Fi Blackberry/iPhone and VPN while maintaining highest quality operations to end-user.
• Configure and support end-user network connectivity including but not limited to LAN Wi-Fi and broadband wireless cards maintaining current and accurate documentation that identifies statically set IP addresses and pertinent information related thereto.
• Install configure and support current and future versions of TCP/IP networking and remote access this includes but is not limited to VPN and Citrix client.
• Install configure and troubleshoot e-mail client software Outlook and guide/assist customers in the management of their email and use of these client applications including but not limited to the use of rules and personal folders/archives.
• Entered and closed tickets in Service Now ticket tracking system.
• Installation and configuration of various medical and departmental specific applications.
• Encrypt all Desktop and Laptop PC s data while utilizing PGP Desktop professional.
• Sanitize all decommissioned Desktop PC/Mac s by utilizing BC Wipe and Acronis utilities.

Confidential

Tier 2 Desktop Support Technician

• Responsible for providing support of new and existing workstation deployment and upgrading of e-mail users with primary focus on Outlook and MS Host Integration Server 2007 client supporting approx 250 XP/Win 7/Mac OS and Mac OS X.
• Provide escalated end-user support for the National Institute of Diabetes and Kidney Diseases NIDDK which conducts and supports basic and clinical research at the National Institute of Health NIH .
• Proficient in supporting upgrading troubleshooting and remediating issues pertaining to current and future versions of desktop and laptop operating systems to include but not limited to XP/Win 7 Mac OS and Mac OS X and other hardware.
• Install configure support upgrade troubleshoot and remediate issues pertaining to current and future versions of NIH and NIDDK common-use Commercial Off-the-Shelf COTS software.
• Install configure and upgrade new/reissued PC hardware and software in accordance with NIDDK and CTB policies and procedures.
• Deployed images using Dell KACE/Altiris BIOS and firmware updates Utilize both Windows Easy Transfer / User State Migration Tool USMT 4.0 to migrate user profiles from old to new Windows installations Vista XP to Win 7 laptop and desktop.
• Setup and Configure Conference room Audio Visual equipment.
• Integrate system peripherals such as Bluetooth Network Printers Scanners VoIP Wi-Fi Aircard Projector Blackberry/iPhone/iPad/iPod/Tablet and VPN while maintaining highest quality operations to end-user.
• Creating modifying assigning group rights and deleted user id s for all new/existing employees in Active Directory and providing support accessing network drives password issues including resets etc. Followed internal processes for Provisioning and De-provisioning of User ID s.
• Install configure and support current and future versions of TCP/IP networking and remote access this includes but is not limited to VPN and Citrix client.
• Provide liaison between users and developers of HHS/NIH standard and locally written systems such as but not limited to CRIS NBRSS E-Grants ERA SAS E-Log QWS3270 IMPACII and JInitiator etc.
• Proficient in supporting and troubleshoot Microsoft Office applications including Outlook Entourage Access Word Excel PowerPoint SharePoint Project etc. and guide/assist customers in the management of their email and use of these client applications including but not limited to the use of rules and personal folders/archives.
• Entered and closed tickets in Remedy/Service Now ticket tracking system.
• Installation and configuration of various medical and departmental specific applications.
• Encrypt all Desktop and Laptop PC s data while utilizing PGP Desktop professional.
• Sanitize all decommissioned Desktop PC s by utilizing BC Wipe utilities.

Confidential

Tier 2 Desktop Support Technician

• Assisted with new workstation deployment and upgrading of e-mail users utilizing Outlook and MS Host Integration Server 2003 client on approx 2000 Win 2000/XP Mac OS workstations.
• Provide escalated end-user support for the NIAMS institute at the National Institute of Health NIH .
• Proficient in supporting upgrading troubleshooting and remediating issues pertaining to current and future versions of desktop and laptop operating systems to include but not limited to Vista XP Windows 2000 and Mac OS X and other hardware.
• Install configure support upgrade troubleshoot and remediate issues pertaining to current and future versions of NIH and NIAMS common-use Commercial Off-the-Shelf COTS software.
• Install configure and upgrade new/reissued PC hardware and software in accordance with NIAMS and SITB policies and procedures.
• Enable/Disable user accounts via Active Directory as needed by management.
• Deploying images using Altiris/Norton s Ghost BIOS and firmware updates.
• Integrate system peripherals such as Bluetooth Network Printers Scanners Wi-Fi Aircard Projector Blackberry/iPhone/iPad/iPod and VPN while maintaining highest quality operations to end-user.
• Configure and support end-user network connectivity including but not limited to wired LAN wireless LAN and broadband wireless cards maintaining current and accurate documentation that identifies statically set IP addresses and pertinent information related thereto.
• Install configure and support current and future versions of TCP/IP networking and remote access.
• This includes but is not limited to VPN Parachute dial-up iPASS PC Anywhere and Citrix.
• Install configure and troubleshoot applications including Outlook Entourage PowerPoint SharePoint Project Excel Word etc. and guide/assist customers in the management of their email and use of these client applications including but not limited to the use of rules and personal folders/archives.
• Provide liaison between users and developers of HHS/NIH standard and locally written systems such as but not limited to AMBIS IMPACII ITAS VEDS VSOF Oracle Initiator SOFIE and SKYPE etc.
• Entered and closed tickets in Remedy ticket tracking system.
• Installation and configuration of various medical and departmental specific applications.
• Responsible for hardware technical support for users network printers and peripherals.

Confidential

Senior Technical Support Analyst

• Serve as the initial point of contact for resolution of desktop/workgroup-related problems of new and existing workstation deployment and upgrading of e-mail users utilizing Lotus Notes 6.52 and MS Host Integration Server 2003 client on approx 200 Win 2000/XP user environment.
• Creating and naming workstation adding user to domain giving administrative right mapping network drives setting new users ID and password configuring managing and troubleshooting computer systems using DameWare NT Utilities/Active Directory Management tools.
• Setup imaged and deployed various Dell/Compaq Laptops/workstations running SysPrep imaging using Symantec Ghost 2003/RDP over the network server installing upgrading configuring remote access to network via VPN for high speed for users who telecommute setup and configure Laptops for secure wireless connection via intranet and internet protocols.
• Utilizing DameWare NT Utilities to initiate actions on workstations files users policy retrieval and evaluation cycle for automated software delivery update issues.
• Install and configure users Lotus Notes 6.5x e-mail mapping to Windows 2003 servers exported/imported calendars contacts and tasks to ensure synchronization of e-mail on both Laptops and workstations.
• Create/Enable/Disable user Domain accounts via DameWare NT Utilities/Active Directory as needed by management.
• Installation and configuration of various electronics engineering and departmental specific applications for end-users.
• Proactively monitor configuration settings for compliance Microsoft update virus protection and other security measures.
• Installing configuring and set-up new and existing VoIP Phones Desktops/Laptops utilizing Bluetooth Port Replicators Wireless Mouse/Keyboards Network Printers Scanners Wi-Fi Aircard Projector Blackberry/PDA s and VPN while maintaining highest quality operations to end-user.
• Responsible for hardware technical support for users network printers and peripherals.
• Re-imaged desktops utilizing Symantec Ghost Cast server for on-site and remote users.
• Provide remote support to end users utilizing DameWare Mini Remote control and SMS Administrator Console.
• Entered and closed tickets in Netsupport DNA ticket tracking system.
• Troubleshoot research diagnose document and resolve technical issues/problems/questions received via email phone calls callbacks or escalations and provide support on Windows 2000/XP MS Office 2003 Word Excel PowerPoint SharePoint Outlook Lotus Notes e-mail packages Intranet/Internet connections Network/Wireless connectivity issues and hardware and/or associated peripheral equipment.
• Coordinate with external vendors to service and repair computer hardware.
• Purchase desktop related equipment and supplies as required.

Confidential

Technical Support Analyst

• Assisted with new workstation deployment and upgrading of e-mail users utilizing Outlook and MS Host Integration Server 2003 client on approx 2000 Win 2000/XP Mac OS workstations.
• Creating and naming workstation adding user to domain giving administrative right mapping network drives setting new users ID and password configuring managing and troubleshooting computer systems using Active Directory Exchange Management tools.
• Setup imaged and deployed various Dell Laptops/workstations running SysPrep imaging using WinPE over the network server installing upgrading configuring remote access to network via VPN for high speed for user who telecommute.
• Utilizing systems management server SMS to initiate actions on workstations files users policy retrieval and evaluation cycle for automated software delivery update issues.
• Install and configure users Outlook e-mail mapping to exchange servers exported/imported calendars contacts and tasks to ensure synchronization of e-mail on both Laptops/workstations.
• Setup and configure Laptops for secure wireless connection via intranet and internet protocols.
• Enable/Disable user accounts via Active Directory as needed by management.
• Installing configuring and set-up new Phones Desktops/Laptops Mac OS X Tiger iMac iBook utilizing Bluetooth Port Replicators Wireless Mouse/Keyboards Printers Scanners PDA while maintaining highest quality operations to end-user.
• Reimaged desktops for on-site and remote users.
• Provide remote support to end users utilizing SMS.
• Entered and closed tickets in HEAT ticket tracking system.
• Handle all issues related to O/S and Microsoft Office products including Word Excel SharePoint PowerPoint and Outlook e-mail packages etc.
• Installation and configuration of various medical and departmental specific applications.
• Responsible for hardware technical support for users network printers and peripherals.

Confidential

System Administrator/Desktop Support Technical

• Various desktop support positions through CDI Business Solutions client support IIF IBM Washington Memorial Hospital/MedStar and Computer Sciences Corporation CSC .
• Daily responsibilities included the Install/configure and set-up of new VoIP Phones basic hardware/maintenance for PC s/Laptops Mac OS X Bluetooth Port Replicators Wireless Mouse/Keyboards Printers Scanners Wi-Fi PDA s software and network support as it pertains to end-user devices.
• Responsible for Desktop Support of the President VP s and Board of Directors.
• Create manage and maintain user Domain accounts using Console One iManager and Active Directory users and computers.
• Assisted with the migration deployment and upgrading of e-mail users utilizing Outlook/Lotus Notes 4/5.11/6.5 and MS Host Integration Server 2003/2004 client on approx 4500 Windows 2000/XP workstations from Microsoft SNA for NT/Novell client.
• Implementing Active Directory Services SMS maintaining Replication Trust Relationship and enforcing Domain wide Group Policies.
• Responsible for repairing and troubleshooting of PC s/Laptops and Mac OS 2/X iMac iBook components e.g. hard drive memory modems motherboards etc. experience in warranty claim with major manufacturers Compaq Dell HP IBM Apple .
• Create and maintain computer accounts on the network manage application push to different clients using application explorer on Console One.
• Preparing and deploying images of numerous servers and desktop/laptop using Norton Ghost.
• Performs or guides remote end-users through the installation of hardware/software and network components on their personal PC s/Laptops to meet computer needs.
• Diagnoses and troubleshoots problems with end-users on multiple systems in order to maintain proper functioning.
• Installation and configuration of all Microsoft Office products to include various clinical and departmental specific applications for end-users.

Confidential

Police Officer

• Crime prevention law enforcement apprehending suspects and conducts criminal investigations including maintaining regular patrols and responding to calls for service.
• Frequent interaction with local state and federal law enforcement authorities utilizing Remote Video 2nd generation Application integrated network/web-base utility VPN LAN/WAN via the Intranet and Internet on PC s running Windows 98/2000/XP.
• Direct traffic at the scene of an incident or give first aid to an accident victim.
• Minimizes personal injury ensures operation of equipment.
• Other tasks included Decision Making legal compliance handles pressure deals with uncertainty physical fitness judgment objectivity dependability integrity safety management professionalism selflessly protecting citizens.
• Builds relationships with the citizens of local neighborhoods and mobilizes the public to help fight crime.
• Training new employees ability to provide education on the concepts of computing and application usage.

Confidential

Systems Administrator/Program Manager

• Maintain network information and specialize in security related matters.
• Responsible for supporting the Commander Comptroller and various Chief level personnel.
• Provided senior technical support for the migration of 12 500 e-mail users utilizing Microsoft Exchange and Outlook 98 clients concurrently implemented TCP/IP with DHCP to the additional Windows NT domain containing the Exchange Server.
• Installation of MS Mail system connector gateway .
• Technical administration of the comptroller financial systems while implementing Active Directory Services which included providing technical assistance ensuring security creating and deleting users license administration backup services and training and support to end-users.
• Current high level government clearance acquired.
• User Account Administration Windows 2000 and Active Directory Terminal Server creation and maintenance of user accounts and groups implementation of file-level and share-level security user rights relating to shares and permissions.
• Network Support Design and installation of cabling changes. Monitor and control system performance and security. Identify and diagnose problems and factors affecting servers computers and network performance. Inventory control of all computers. Installed and configured various laptop/desktop and Mac OS workstations. Upgraded all software and network peripherals assigned to FM and IMA including servers/desktops/laptops systems and printers. Ensures LAN/WAN connections to Defense Mega Centers DMCs and local Wing applications. Reconfigured servers to ensure highest efficiency and security running through a LAN/WAN and NT 4.0/Novell/2000 Server environments. Proficient in both User Manager/Server Manager and Active Directory administration tools. Provide information and protection awareness training to all FM/IMA end-users. Implemented comprehensive disaster recovery plan to overcome shortfalls within the FM/IMA organization.