SUMMARY

• High level of computer literacy and expertise, wif over 19 years of experience in information technology, security and networking.
• Extensive experience training customers on complex computer issues. Strong experience in configuring and troubleshooting hardware in LAN/WAN environments.

TECHNICAL SKILLS

• Security+ Certified Professional
• Network+ Certified Professional
• Server 2012
• Active Directory Administration
• Identity Access Management/Enterprise Account Management
• Cryptography and IT Security
• PGP, whole disk encryption, Bitlocker
• RSA, LDAP, Kerberos, PKI/SSL
• Expert Knowledge of Voltage Encryption, secure file, and secure email
• Okta Verified
• Documentation, writing helpdesk documents and noledge base
• Project Management
• Desktop Support in Citrix, terminal servers, Xen Desktop, Xen App, & Service Desk ticketing system
• High proficiency wif Windows XP, 7 and 8. MS Office products: Excel, Word, PowerPoint, and Publisher

PROFESSIONAL EXPERIENCE

Confidential

Sr. Desktop Engineer

Responsibilities:

• End user support and troubleshooting hardware, software and network issues
• Active Directory Management & Administration
• Win 10 and Office 2016/365 Support
• Phone and remote support of corporate wide end users
• Hardware maintenance, repair, and deployment
• Ticket management, creation, resolution and escalation
• Problem solving, multitasking, attention to details
• Project assignments wif little to no supervision
• Desktop computing environment consists of Windows 7, MAC OS, and iOS
• Handle escalated requests from IT Helpdesk Analysts, via Help Desk Tickets or telephone in a courteous and professional manner
• End user support and troubleshooting hardware, software and network issues
• Active Directory Management & Administration
• Okta Verify Troubleshooting
• Win 10 and Office 2016/365 Support
• Phone and remote support of corporate wide end users

Confidential

Sr. Desktop Engineer

Responsibilities:

• End user support and troubleshooting hardware, software and network issues
• Active Directory Management & Administration
• Win 10 and Office 2016/365 Support
• Phone and remote support of corporate wide end users
• Hardware maintenance, repair, and deployment
• Day to day activities including ticket management, creation, resolution and escalation
• Problem solving, multitasking, attention to details
• Project assignments wif little to no supervision
• Desktop computing environment consists of Windows 7, MAC OS, and iOS
• Handle escalated requests from IT Helpdesk Analysts, via Help Desk Tickets or telephone in a courteous and professional manner
• Deliver fixes to the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications sometimes using remote access technology
• Access software updates, drivers, noledge bases, diagnostics utilities, and frequently asked question resources on the Internet and internal noledge base to aid in problem resolution
• Build rapport and elicit problem details from employees
• Perform post - resolution follow-ups to all help requests
• Record, track, and document the incident request problem-solving process through to final resolution
• Manage escalated incidents and resolve the incidents working wif Desktop Services team to capture details in noledgebase articles for future reference
• Asset Management tracking as equipment is deployed / returned to stock/ retired.
• Provide VPN connectivity support for remote personnel
• Support all network printers and desktop peripherals
• Evaluate documented resolutions and analyze trends for ways to prevent future problems

Confidential

Service Desk Analyst

Responsibilities:

• Conducted training for the entire corporate office employees on new email policy
• End user support and troubleshooting of software and hardware issues
• Phone and remote support of corporate wide end users
• Creation and maintenance of noledge base for the service desk
• Password resets and account management in Active Directory
• Support on MS Office and other Microsoft products
• Day to day activities including ticket management, creation, resolution and escalation
• Identity management of user accounts, modification, provisioning, and administration using Active Directory. Network support and troubleshooting, security access documentation
• Web forms, HTLM documentation for client’s website. QA and testing software and databases

Confidential

IT Security Specialist

Responsibilities:

• Supported Cryptographic Services Department wif Voltage Encryption (secure file and secure email)
• Tracked issues utilizing the console and server logs for Voltage Console and Administration
• Troubleshot issues dealing wif different aspects of Voltage encryption/security
• Managed incoming requests from users needing support wif Voltage Encryption
• Created and updated step by step documentation dat assisted the helpdesk troubleshooting encryption issues
• Developed reports to track different metrics and SLAs
• Utilized IT security and products, PKI/SSL certificates, PGP whole disk encryption
• Assisted wif user account creation, provisioning, and administration
• Exchange management, user email account creation
• Reviewed and granted users permission and access to resources
• Oversaw incident and ticket management using Remedy Ticketing System
• Provided remote and onsite troubleshooting support of hardware and software for residential and business customers
• Offered technical support of Mac, iPhones, iPads, PC’s, laptops, scanners, printers and other hardware as well as applications and related technologies

Confidential

Helpdesk Analyst

Responsibilities:

• Involved in root-cause analysis project to resolve issues in a multi-platform environment
• Performed troubleshooting of various systems, and user issues
• Active Directory administration, creation, provisioning and deletion of user accounts
• Resolved printing issues and did other hardware troubleshooting
• Identified and solved problems wif MS Outlook, Exchange server and MS Office products
• Performed LAN/WAN troubleshooting and diagnostics
• Provided troubleshooting assistance for wireless devices such as Blackberries, iPhones and iPads
• Offered VPN remote end user support
• Provided remote software support and troubleshooting of proprietary software designed for the YMCAs across the nation
• Managed ticket troubleshooting, remote customer support, software testing, and hardware troubleshooting

Confidential

Systems Consultant/Desktop Analyst/ Desktop Engineer

Responsibilities:

• Configured, imaged, maintained and installed desktop/laptops and related hardware
• Evaluated, identified, and repaired complex network and hardware problems for end users
• Implemented, configured and troubleshot print services in Citrix environment
• Provided local and remote end user support to software related issues, questions, and technical support of iPhones, iPads, PC’s, laptops, scanners, printers, other applications and related technologies
• Set up and managed user accounts in Active Directory
• Deployed and implemented Windows 7
• Designed training and support for new Desktop Support Analysts to increase efficiency
• Supported virtual/ remote workers in a Citrix environment; troubleshot issues wif Citrix and terminal servers (XenApp 4 & 5)
• Performed Active Directory administrative tasks, such as passwords resets
• Solved printing issues and other hardware issues
• Diagnosed MS Outlook, Exchange server and MS Office products
• Performed LAN/WAN troubleshooting and performance diagnostics
• Provided Mainframe troubleshooting well as Mainframe password resets
• Researched, resolved and documented all customer inquires
• Input all trouble issues into a Remedy ticketing systems Ι Managed projects given to various helpdesk agents
• Created step-by-step documentation for troubleshooting various technical issues. Created noledge base for use of helpdesk agents