Technical Support Analyst Resume DC - Hire IT People

TECHNICAL SKILLS

Windows 10, Windows 8, Windows 7, Windows Vista, Windows XP and all older Windows operating system platforms.
Workstation and server platform support.
Word, Excel, PowerPoint, IE, Outlook, Microsoft Access, and Exchange,
SCCM, Unix, DOS 6.22, SMS, IIS, Backup Exec, Ghost, Terminal Server,
GoToAssist, PC Anywhere, Tivoli, Netcool, Siebel, LANDesk and Remedy.

PROFESSIONAL EXPERIENCE

Confidential, Washington, DC

Lead Technical Support Analyst

Responsibilities:

SCCM Engineer and Application packager.
Provide daily leadership and guidance to desktop engineers to meet customer expectations and serve as an escalation point for incidents that cannot get resolved with first touch.
Lead company - wide computer migration and refresh.
Package all software applications and automate software delivery throughout company via SCCM 2012.
Also setup software metering metrics for software inventory.
Currently packaging over 200 applications for SCCM automated deployment using Admin Studio 2015 and EMCO MSI Package Builder Enterprise.

Confidential

Senior Support Engineer, Wireless Technician and VIP Liaison

Responsibilities:

Installed, maintained and did troubleshooting of all hardware and software applications.
Was an escalation point for all Windows 7 operating system related issues.
Setup and troubleshoot Blackberry devices on the corporate network as well as coordinated connection support for telework and remote system access via Citrix and RSA server.
Provided printer setup and network scan configuration.
Provided network account maintenance via Active Directory and system patch maintenance via SCCM.
I was also designated as the technical liaison for all company VIPs.

Confidential, Bowie, MD

President

Responsibilities:

Confidential, Annapolis, MD

Senior Staff Engineer.

Responsibilities:

I was responsible for the build and subsequent support of Windows 2000 and Windows 2003 servers.
Final escalation point for all Windows Operating Systems and relevant technology issues.
Responsible for the remediation of network security scans that revealed security risks on all Windows servers.
Reviewed Microsoft security vulnerability patches to determine how and when to introduce into the current client environments.

Confidential, Washington, DC

Desktop Support Engineer

Responsibilities:

Network, system, software and desktop support for Invitrogen Sciences Biotech Confidential users within a Windows XP environment.
Duties consisted of user system account maintenance, Outlook profile management and packaged software distribution via LANDesk software management suite.
Tier 2 and 3 support for over 450 local and remote users.

Confidential, Annapolis, MD

Operations Engineer II

Responsibilities:

Previously responsible for systems management of Windows NT, Windows 2000, Unix and Microsoft Exchange applications within client environments.
This included the installation, configuration, and operation of hardware and software in a 24 x 7 data center.
Owned the operational architecture of customer production systems and websites, and worked to maintain consistency across production platforms.
Provided support and maintenance for client web servers that guaranteed web site up time of 99.9 %.

Confidential, Greenbelt, MD

Consultant

Responsibilities:

Provided support to the Veterans Administration (VA) network staff 24x7 on Windows NT with Confidential and Microsoft Clusters, Raid 5 and Raid 0+1.
Provided support to over 150 VA hospital sites with an estimate of about 10 Confidential servers per site.
Visited VA sites and installed new hardware systems or software solutions such as implementing DHCP, local WINS and DNS servers.
Administered help to the sites by using Remotely Possible and PCAnywhere to dial-in.
Previously set up 100-MB fiber network in a clustered environment using SMS 2.0 to distribute software to client machines.
Also completed medical imaging project to assist the Department of Veterans Affairs in making their radiology department digital.

Confidential, Greenbelt, MD

Helpdesk Engineer

Responsibilities:

Provided technical support of Windows NT OS.
Assisted customers with hardware and software installation issues.
Installed and configured CD-ROMs, floppy drives, memory, sound cards, hard drives, and network devices.