OBJECTIVE

A Mid-Level System/ LAN Administrator position encompassing computer networking electronics and coordinating and supporting computer science activities for a high technology Internet technology government or service organization. Desired Career Locations The District of Columbia Maryland and Virginia. Teleworking is also desirable.

BACKGROUND SUMMARY

• Over 10 years of progressive experience encompassing
• Developing New Concepts
• Evaluating Information Technology Issues
• Active directory Windows 7 Remedy Helpdesk Desktop Support
• Honorable Military Airman
• Food Drug Administration Desktop Support technician

DEMONSTRATIONS OF EFFECTIVENESS

Studied and obtained a Bachelor of Science degree at Bowie State University. Participated in a senior year group project to create a website to earn my major logged in remotely updated website with codes and hyperlinks and completed project assignment. Result Earned a Bachelor of Science degree at Bowie State University Bowie MD.

Studied and obtained an A Certification as a student at TESST College of Technology. Participated in both individual and group studies completed homework assignments and studied additional material. Result Earned the A Certification at TESST College of Technology Beltsville MD.

Studied and achieved a Xerox Internship. Involved with in class projects and additional assignments with my classmates and teachers. Created computer project for class and achieved the highest grade in the class. Result Awarded an Internship with Xerox Corporation in Springfield VA.

WORK EXPERIENCE

Confidential

At the Confidential I supported around 10 000 users at 4 different sites as a Tier 2 technician. As a Tier 2 desktop support technician I received tickets through CA ticketing system. I was responsible for HP printer issues such as jams rollers/toner/transfer/fuser kit replacements as well as clearing the print queue on the printer server. I solved issues in person or using remote tools. I imaged windows 7 8 laptop and desktop PC s over the network using windows 2012 server deployment services. I configured hard drive encryption for laptop PC s using netsafe. I added and removed computer names in active directory. I migrated users from windows XP to windows 7 transferred the user s data over the network from old pc to new pc. If the user required any software that was not on the standard deployment I installed the required software as necessary. I solved outlook 2010 and 2012 issues. I configured blackberry s phones for users using the BES server.

Confidential

At the Food Drug Administration FDA I supported the CBER/CDER Tech Refresh task orders under the FDA Customer Support Services contract supporting around 9 000 users I was a tier 2 refresh technician. As a tier 2 Desktop support/refresh technician I was responsible for scheduling PC setups and setting up the new PC for users and Desktop support. I received tickets in HP Service center and contacted the user via email or phone to schedule a date and time to fix their PC issue or migrate them from Windows XP to Windows 7. I set-up checkpoint encryption with a default user name and password that the user changes at a later time. I installed the requested software that the user requires with license keys if needed. For migration I transferred the user s data from the old Windows XP PC to a new Windows 7 PC with Windows easy transfer over the network. I added network drives local network printers on the user s profile. I also added the users PST files back to outlook 2010. I also instructed users how to use the Cisco VPN on Windows 7. I also did some PC re-imaging and unlocking/password resets and account creation through active directory.

Confidential

At the Confidential supporting around 10 000 users I was a tier 3 technician. As tier 3 I was responsible for scheduling phone moves computer moves data drop moves and answering helpdesk calls. I receive tickets in remedy and contact the user via email or phone to get more info I move the pc to the new location after testing the network ports for connectivity then if a phone is part of the move I correspond with the telecom team which contacts Verizon for the phone move or new phone line. If a new data drop or data drop move is needed I would correspond with the evergreen team for a quote. Other task would include updating active directory info updating excel spreadsheets for phone moves computer moves desktop support request data drop installs. Creating floor plans using MS visio. Corresponding with users for voicemail resets. Picking up surplus equipment and returning it to inventory. I would sometimes get tasked with tier 2/1 issues WDE encryption resets software installs PC hardware and software issues printer monitor scanner installs. Active directory password resets and account unlocks with some phone support to help out the help desk team. Created tickets in remedy for the queue managers.

Confidential

At the Confidential supporting around 10 000 users I was a SDA Service Desk Analyst routing tickets using BMC Remedy to the appropriate queues and helping users remotely to solve their issues. Remotely install software user request. Clearing system logs on servers and user PC s. Repair and restore PST files. Restore files from backup and run virus scans. Used Active directory to Add and remove users to Distribution list. Reset Passwords and unlock accounts. I serve as point of contact for all end users requests and incidents. Create a trouble ticket for all reported incidents. Verify user contact information categorize ticket accurately and provide full documentation of event. Provide first call resolution or triage for all calls. Utilize the knowledge base network tools and other support documentation to identify and resolve end users technical problems. Provide customer status of ticket when requested. Annotate in the ticket all troubleshooting performed and if applicable the resolution. Maintain full ownership of trouble ticket through its lifecycle. Escalate tickets to the appropriate Tier II support group when required. Performed other assigned duties in providing IT Support. Then in Jan 2011 I moved to Tier II desktop support where I still used remote tools to solve issues or walk to user desk if needed to resolve issues. As DSD I dealt with other issues such as printers print servers domain controllers file servers joining PCs to the domain s creating user accounts also dealt with classified PC and servers. VM server 2003 and 2008 experience. I am also familiar with script files C visual basic programming.

Confidential

At the Confidential I was a phase installer for new PC s and a help desk specialist. Rerouted tickets to the appropriate queues and helping users remotely to solve their issues. Restored data from users old PC s to new PC s from users back up source patch cable from old pc to new pc or network drive. Helped apply security patches to networked PC s to ensure network security. Installed software that user provided or pulled it from network servers. Connected users to network printers and/or local printers at user s desk. Help users transition from office 03 to office 07. Unlocked users PC accounts and outlook accounts through active directory. Added remove PC s in active directory. Removed unauthorized software from users PC s. Cisco VPN experience.

Confidential

At Confidential I was a help desk PC Technician helping users resolve PC issues. I setup Blackberries for users. I reimaged hard drives. I backup and restored user data so they can continue to do their job effectively. I replaced hardware. Went to users desk to install software and solve PC related issues.

Confidential

At Qualxserv I replaced computer hardware and diagnose problems for Dell Sony and IBM computers.

Confidential

Senior Airman veteran

In the Confidential worked on the A-10 aircraft weapons systems and loaded bombs. I disassembled bomb racks missile launchers 30mm guns and rocket pods. I inspected cleaned and repaired or replaced any mechanical parts or electronics when necessary. I tested the items with special electronic test equipment such as the CTS tester. I reassembled the items putting them back into commission on the aircraft for use to defend our nation.