Summary

Technical support professional experienced in Active Directory administration networking hardware maintenance troubleshooting and repair. Accomplished in end - user desktop and network support with exceptional customer service skills. Experience in Windows computing environments including knowledge of server and desktop operating systems as well as standard applications and utilities. Well-versed in communicating technical information to technical and non-technical personnel.

Technical Skills- Select areas of qualification include

• Windows Vista/NT/2000 XP W7 W8 Microsoft Office Suite 2010 Microsoft Visio MS Project MS SharePoint
• Altiris Support
• Web Design-Support
• ITIL-V2-Trained
• Schedule Patching via Big fix-
• ADM ARS knowledge
• Commvault Backup working knowledge
• Network Security 218760 ENG
• Java 212087 ENG
• Network switching hardware Enterasys
• Windows Server Support Technologies Remedy7.1 Service Now Working IDS Snort
• Internal/ External Customer Service
• Excellent communication and interpersonal skills

Experience

Network Engineer /Net Ops

Confidential

• Daily activities involving configuration patching updating and troubleshooting the operational systems Create/Edit/maintain security/distribution groups Account Provisioning creation /deletion/modification
• Create/Modify Printer Queues update drivers
• Collect performance metrics from access and error logs and other technical diagnostic tools. Monitoring MS logs HP Insight and other software for any server Deploying security patches via Big Fix for ECOPY Production servers Assist in Evaluating recommend system implementation and support the adoption of emerging technologies.
• Problem identification and root cause analysis including problem reporting management and tracking through Remedy ticket tracking Service Now
• Monitors usage to ensure security of data and access privileges supports and maintains network servers and appliances establishes and maintains user accounts profiles file sharing access privileges and security. SAT verification and account re-enables
• Install server upgrades software and hardware schedule downtime to minimize user impact including system migration and hardware replacement tasks. Researches analyzes monitors troubleshoots and resolves simple server or data network problems.
• Provide customer service to all clients by assessing their needs provide information or assistance resolve their problems or satisfy their expectations Networking topologies protocols and services such as Ethernet TCP/IP DNS and DHCP
• Installing of switches Network hardware Enterasys during maintenance
• Experience with computer networks data storage and firewalls routers AD Exchange
• Blackberry Activation email filtering forcing polices on devices passwords device encryption with Active sync supported devices remote wipe /sanitation.
• Uses encryption technology penetration and vulnerability analysis of various security technologies and information technology security research.
• Provide phone email support for the NIH OD Office of the Director includes a wide OU structure
• OHR DLR OTT OLAO NITACC OAMP OLAO all which include different levels of users from
• Directors Deputy Directors Researchers Auditing Personnel Managers AO s Contracting Officers and other support specialists

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LAN Technician- Desktop Support

Confidential

• Responsible for day to day logging tracking and resolving of National Institutes of Health Office of the Director customer reported IT problems concerns or requests.
• Interface with customers providing phone remote and desk side IT support.
• Work directly with members of other teams to troubleshoot resolve desktop incidents and update the customer.
• Maintain analyze troubleshoot deploy and repair computer systems hardware and computer peripherals.
• Replace upgrade maintain and documents hardware and software systems.
• Install configure using imaging software maintain and troubleshoot applications.
• Create and add users to NIH domain using ADM management tools.
• Image PC and notebooks using Altiris deployment tools.
• Load encryption software on all laptops Point Sec .
• Surplus government equipment using BC Wipe software.
• Create images for computers ordered outside of NIH specifications.
• Setup and provide Blackberry support.
• Installing Active Client Software and Smart Card Reader
• ITCPP new installs for different IC s. Each group purchases machines with standard images created with
• Programs specific for that group update machines Altiris point sec if it s a laptop transfer profile map drives printers configure new machine with current data.
• Assisted in streamlining internal oracle and external prism applications process for NIH NBS software they purchased for daily job functions.

PC Technician

Confidential

• Provided on-site support computer support services for small business home or office on site support.
• Maintained analyzed troubleshot deployed and repaired computer systems hardware and computer peripherals.
• Install configure using imaging software maintain and troubleshoot applications.

Help Desk Specialist -SM Consulting

Confidential

• Responsible for technical and informational support for the Private Wealth Management Web site.
• Provided phone and email support.
• Documented all employee contact information using Magic ticket tracking software to resolve issues related to PWM site.
• Created and modified user accounts.
• Assisted users with posting information to proprietary web site used to get tips on trading mutual funds stocks and bonds.

PC Technician Subcontracted Adecco Technical Services

Confidential

• Provided customers with assistance to identify and troubleshoot Gateway computer problems.
• Responded to incoming calls from customers requesting assistance with Gateway computer systems.
• Troubleshot and corrected software and hardware issues.
• Installed configured maintained and troubleshot hardware and software applications.
• Assisted customers with determining what system would better accommodate their personal or business needs.
• Handled customer s issues and complaints in a professional manner.

PC Technician

Confidential

• Provided customers with assistance to identify and troubleshoot computer problems.
• Responded to incoming calls from customers requesting assistance with computer systems.
• Troubleshot and corrected software and hardware issues.
• Installed configured maintained and troubleshot hardware and software applications.
• Assisted customers with determining what system would better accommodate their personal or business needs.
• Handled customer s issues and complaints in a professional manner.

Desktop Support Subcontracted Adecco Technical Services

Confidential

• Installed and configured Windows 2000 Professional operating systems and applications to include special and classified applications.
• Installed configured and troubleshot HP Lexmark and IBM network and personal printers.
• Installed cabling for severs and PC s to be added to network.
• Assigned modified and upgraded user account.
• Generated distributed accounts and reset passwords.
• Installed configured maintained and troubleshot hardware and software applications.
• Responded to incoming calls and emails requesting technical assistances.
• Converted from token ring to Ethernet network for classified internal network.

PC Technician Part Time Work

Confidential

• Responded to service calls for PC repair.
• Installed hardware and software applications.
• Provided onsite support at customer homes and businesses for vender specific machines.

Helpdesk Technician

Confidential

• Provided support to web users on a variety of issues.
• Responded to telephone calls and e-mails for technical support.
• Identified researched and resolved technical problems.
• Tracked and monitored issues to insure timely resolution.