OBJECTIVE

• Results oriented, meticulous and highly motivated Information Technology Specialist. Offering creativity and critical thinking skills to help generate innovative ideas.
• With an extensive experience using plethora of tools to maintain the confidentiality, integrity, and availability of an organizations infrastructure.
• Resourceful at creating real resolution methods to complex technical issues whiles providing excellent writing, communication, and excellent organizational skills to effectively provide services to technical and non - technical users of information technology.

TECHNICAL SKILLS

• MacAfee SIEM * Microsoft Office 365
• 2010 Symantec Endpoint Protection Manager *Dell
• Lenovo Support WireShark *Splunk IBM BigFix *Remedy
• SNOW Active Directory
• GPO*Nessus *OpenVAS *Windows Server - 2008
• 2016 Citrix Administrator *SCCM
• MDT *Windows OS - XP
• 10 *Symantec Management Center Cisco - Switches
• Routers *VMWare
• Hyper-V Linux Remote Administration - Goverlan
• TeamViewer etc.

PROFESSIONAL EXPERIENCE

Confidential

Tier III Service Desk Analyst

Responsibilities:

• Performed Customer services in resolving user incidents over the phone and walk-ins.
• Clean installation of Operating System (7,8,10) installation on agency issued systems.
• Backup and restoration of user files and systems
• Configuration and support of Microsoft office Suite (2010, 2016) applications me.e. Outlook, Word etc.
• Use SIEM technologies and other native tools to perform the evaluations and monitoring of security events for ASOC team.
• Provide advice and assistance concerning computer software and/or equipment specifications for the utilization and acquisition, resolve issues involving conflicting requirements.
• Manage inbound requests via the OCC ticketing system (Service Now), as well as via telephone calls and emails.
• Follow-up and remediation of MacAfee\Malwarebytes\Windows Defender Security Manager (IPS) intrusion reports submitted by ASOC and report back with reports and screenshots of actions taken to remediate incident.
• Prepare and maintain documentation outlining equipment operations and preventative maintenance.
• Install and configure links for VPN tools used by the agency (Cisco AnyConnect, Pulse Secure, Network Connect)
• Active Directory Management - Account Creation, Password Reset, Roles modification, Attribute editing, Permissions etc.
• Mail Exchange accounts management (EAD) for Outlook
• System Center Configuration Manager (SCCM) management - application deployment, updates packaging etc.
• Group Policy Management - STIG, review and enforcement, Hardware repairs\troubleshooting - laptops -840,820,650 HP Elitebooks
• Virtualization support and configuration - VMware, Hyper-V
• Participate in design, development, testing, and implementation of software programs and/or computer equipment’s
• Support implementation and maintenance of network and system services
• Test and debug programs according to detailed requirements. Install, test, and configure network workstations and peripherals; and instruct customers in logging on and accessing network services.
• Acts independently under general direction while providing technical assistance and advice on complex activities.
• File Shares and Permissions Others.

Confidential

Service Desk Analyst

Responsibilities:

• Customer service
• Windows 7 Imaging over PXE network and UEFI\NTFS Bootable USB drive
• Migration of user files and setting using USMT software or manual migration if software fails
• Training users on best practices
• BitLocker Encryption Configuration - BIOS Trusted Platform Module(TPM) Settings, OS Level Setup and Recovery
• Microsoft Outlook setup
• User defined Application Software installation and configuration
• Install user attached printer and devices
• Remote desktop administration and assistance for end users

Confidential

DC, Desktop Support

Responsibilities:

• Run Dell developed scripts to ensure system integrity
• Verified all end user and dell supported software’s are up to date
• Provide hands-on technical support
• Remote Desktop Assistant
• Perform vulnerability and compliance scans - Malwarebytes
• Hardware/software break/fix support and troubleshooting
• Remedy Ticketing Software

Confidential, Washington, DC

Service Desk Analyst

Responsibilities:

• Windows 7 deployment using windows imaging over the TCP\IP network
• Migration of user files and setting using USMT software or manual migration if software fails
• Customer service
• Install user network attached printer (s) - HP4545, HP2727, Ricoh 6501
• BitLocker Encryption Configuration - BIOS Trusted Platform Module(TPM) Settings, OS Level Setup
• Microsoft Outlook setup
• ActivClient smart card setup to ensure successful sign on into systems and VPN connectivity with updated certificates
• User defined Application Software installation
• Training users of best practices for the newly deployed computer systems
• Network and Hardware troubleshooting

Confidential Washington, DC

IT Support Tech.

Responsibilities:

• Provide customer service
• Clean up computers.
• Run diagnostic programs\software’s to resolve problems like slowness, tracking cookies and spywares
• Install, configure, and support all hardware and software on workstations
• OS troubleshooting
• Train computer users on best practices
• Networking
• Break\fix - Motherboard replacement, LCD
• Maintain repair and upgrade computer systems (Dell desktop, Laptop and Server systems)

Confidential

Computer Repair Technician

Responsibilities:

• Provided on-site computer repair services to small business and private customers
• New Operating System installations (windows XP,7,8,10, Linux)
• Diagnosed software issues, installed updates or new software and removed malicious programs
• Disassembled systems on-site to diagnose issues and make selected repairs
• Motherboard replacement and resetting for laptops, desktop and smart phones
• Train computer users
• Consulted with customers regarding technological needs as well as technical problems
• LCD and Keyboard replacement for laptops (IBM Compatible systems)
• Took systems off-site as needed for major repairs/rebuilds
• Networking (T568A and T568B Crimping)
• Run diagnostic programs like Tuneup Utilities, Malwarebytes, Superantivirus etc. to resolve system problems

Confidential, MD

IT Service Tech

Responsibilities:

• Customer service - Accept Customer systems in-store for repairs
• OS installation (Windows - 98,XP, Vista, 7,8,10)
• Networking of workstations and Printers - (IPV4, T568b)
• Data recovery using tools like Hiren’s Boot CD
• Laptop and Desktop repair\troubleshooting
• Remote Administration using TeamViewer
• Install, modify, and repair computer hardware and software applications
• System clean-up (hardware: clearing dust clogs, Software: removing unused system files etc.)

Confidential

Technician

Responsibilities:

• Provide customer service
• Microsoft Word and Excel data processing
• OS installation – Windows XP, Vista
• Hardware installation – desktop\laptop (Break and Fix)
• Train computer users on best practices
• Windows OS troubleshooting and Repair using OS Bootable CD
• Printer networking and installation (Crimping – T658b, IPV4