SUMMARY:

Over 10 years of experience working in a classified deskside support environment.

TECHNICAL SKILLS:

Software, Application and Operating System Experience: Excel, Word, PowerPoint, Visio, Outlook, Teams, Skype, OneNote, Adobe Acrobat DC, Adobe Acrobat Reader, Remedy, ServiceNow, MobileIron, OneDrive, Google Drive, Windows Defender, McAfee, Active Directory, Remote Desktop, Dame - Ware, Air-Watch, MSExch2016, PowerShell, SCCM, Windows 7, 8, 10, iOS, Android, HP Service manager, Pulse Secure, Cisco AnyConnect, Active-Client, WINDARS, DMUC, DMCC, MobiKey

EXPERIENCE:

Confidential

Responsibilities:

• Provides onsite support and maintenance for high visibility government users, including Presidential appointees and their staff, within the JSP desktop computing environment.
• Support includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance.
• The VIP Desktop Technician will also troubleshoot problem areas (remotely, in person, by telephone, or via e - mail) in a timely and accurate fashion.
• Configuring and deploying mobile devices; DMUC, DMCC, and WINDARS.
• Experienced Purebred agent and Mobile-Iron specialist troubleshooting and configuring MDM and remote device management.
• Provides end-user assistance where required.
• VIP Support Desktop Technicians work from tickets assigned in the IT Support ticketing system (currently Remedy), e-mails received (VIP mailbox), and phone calls fielded (VIP hotline).
• The VIP Desktop Technician will support a rotational on-call response for after-business-hours issues.

IT Field Service Team Lead

Confidential

Responsibilities:

• A field service technician is responsible for helping clients install, repair, and maintain equipment.
• Provided deskside support for government and contractors for the Confidential contract.
• Support includes troubleshooting, repairing, and replacing motherboards, ram, and hard drives.
• Troubleshooting software issues, patching and activating ports, installing network printers, this is in a NIPR/SIPR environment.
• As a team lead, I reviewed ticket reports, status reports, managed the ticketing queue, trained incoming staff.

Information Technology Specialist

Confidential

Responsibilities:

• Provides technical support for the Executive Office of the President.
• Supported a geographically dispersed 8,000+ user community across multiple government agencies.
• Deployed mobile devices and hardware for the end users.
• Provides resolutions for escalated service tickets (ServiceNow).
• Worked with customer to evaluate and solve technical problems.

Senior Information Technology Specialist \ Systems Administrator

Confidential, Washington, DC

Responsibilities:

• Provided technical support to the Secretary of State and their staff.
• Monitored network operations, classified and unclassified.
• Provide resolution for escalated service tickets using ServiceNow.
• Creating and implementing distro list and duty accounts using Active Directory.
• Assisting customers in using and troubleshooting VMware and VDI.
• Configured and maintained all system applications, security policies, and network configurations.
• Performed upgrades, patches and installed applications and new equipment for customers.
• Maintained a log of completed work using an incident-tracking application (ServiceNow).
• The position required the technician to use SolarWinds, Neural-Star and Operations Manager to create SCOM alerts.
• The position monitored the various switches and routers on the network as well.

Information Technology Support Technician

Confidential, Washington, DC

Responsibilities:

• Provided resolution for escalated tickets.
• Worked with customers to evaluate and solve technical problems.
• Configured and resolved internal and/or external device issues.
• Configured and maintained all applications, system security and network configurations.
• Troubleshot network performance LAN, WAN and VPN.
• Performed upgrades, patches and installs.
• Maintained a log of completed work using an incident tracking application (Remedy).
• Unlocked accounts and made edits to existing accounts using Active Directory.
• Configured mobile devices using MobileIron MDM.
• Used and setup Iron keys and RSA tokens for customers.
• Deployed peripherals, Laptops, Desktops and different variations of docking stations.

Information Technology Specialist

Confidential

Responsibilities:

• Provided desktop support to include diagnosing and resolving hardware and software issues.
• Resolving network and server issues.
• Configuring switches and routers for network use.
• Experience in developing and managing a local area network.
• Managed infrastructure installation services including network facilities, and Information Assurance.
• Insured current documentation was kept on LAN/WAN configurations, frame-relay and point to point.
• Monitored bandwidth usage and connections of wireless information technology devices.
• Resolved different network and hardware issues.
• Resolved problems within Microsoft office (outlook, excel, etc.).
• Worked with Active Directory to build user profiles, reset passwords, unlock accounts, etc.
• Answered user inquiries regarding computer, email, phone connectivity, software or hardware inquires to resolution or escalated.
• Prepared equipment for customer use, performed and ensured proper installation of services, operating systems, or appropriate software.