SUMMARY:

• Talented IT professional specializing in leading high - performing and multi-disciplinary teams from product development through successful product launches.
• Accustomed to managing multiple projects and priorities in fast-paced environments. Self-motivated desktop technician experienced in supporting network infrastructure for multi-user and remote environments.
• Adapt at communicating with key stakeholders in assessing project needs. Detail-oriented team leader who excels at establishing clear objectives for team members and enforces deadlines to keep projects on track.

PROFESSIONAL EXPERIENCE:

Confidential

System Administrator

Responsibilities:

• 40 Hours Per Weeks Push software updates through SCCM Delete machines from SCCM and ad for imaging Enable accounts and unlock accounts in Active Directory Reports compliance activities to management and external stakeholders such as audits, assessors and regulators
• Close 10 plus tickets daily Develops IT compliance plans, strategy, metrics and tracking mechanisms for the agency Install and troubleshoot pulse secure VPN Provide expert consulting assistance to users in the use of LAN software and connectivity, including remote access, file transfer
• Internet access, and satellite technology Connect disabled ports to the switch Create, resolve, and monitor tickets in Remedy ticketing system Interprets and communicates regulatory guidance across the agency Prepares new or modifies existing products by applying expert judgement and ingenuity in interpreting information and providing recommendations or making decisions which impact policies and programs
• Prepares life cycle maintenance documentation, reports, computer security operating procedures, and and accreditation plans. Configures, troubleshoots, and maintains customers' software and hardware
• Experience in Microsoft HyperV Proficient with WSUS and Symantec Endpoint Protection (SEP) Experience with PKI authentication services Experience with EMASS Trained on Security Center (HBSS) for checking scans and running scans

Confidential

Technical lead

Responsibilities:

• 40 Hours Per Weeks Identify problem areas and implemented all necessary Collaborate with other departmental leaders Keep abreast of all new technologies to keep current Reports progress, goals, suggestions and all issues to management
• Trains new employees and all previous staff Provides technical expertise to a Help Desk team of 8 Provides quality troubleshooting with step - by-step instructions to resolve problems Monitors technical team queue to ensure SLA'S are being met on time and are in compliance Handles all escalated issues
• Responsible for the walk-up window to provide immediate service for the users Ensures myself and the team are providing excellent customer service Provides level II and level III helpdesk support to staff of more than 550, solving 100% technical issues
• Collaborate with Tier 3, Account Managers, Project Managers, and Network Engineers to come up with patches to resolve companywide issues Complete security scans, using Malwarebytes, and CPES logs, on devices that were deemed compromised
• Work with Information System Security/Information Assurance Office (ISSO) of Information Technology Infrastructure and Operations (ITIO), to ensure that clients were aware of any cybersecurity policy or protocol related to a project or daily operation concern
• Identify security vulnerabilities; identify security countermeasures to resolve existing or potential information assurance security problems Ensures rigorous application of information security/information, assurance policies, principles, and practices in the delivery of customer support services

Confidential

Help desk tier

Responsibilities:

• 40 Plus Hours Per Weeks Worked with Remedy and Service now ticketing system daily Configured, troubleshoot, and upgraded Checkpoint Firewalls for Manage clients, which included network and/or resource access, software, or hardware problems Knowledge of share point, one drive, and box
• Installed new software through the Media Library, Company Servers and App zone Installing and troubleshoot IBM Big Fix and Microsoft System Center Installed different types of hardware daily, removing and replacing hard drives, as well as, batteries Setup docking stations and assisted in deployments
• Mapped users to printers and setup printers on users laptops Troubleshoot smart card readers and disabling lacs Provided troubleshooting, repairs, testing, and modification of Local Area Network (LAN) / Wide Area Network (WAN) electronic equipment and services Performed equipment installs, relocations, and maintenance of a wide array of fielded equipment from a Unix base server to Macintosh computer workstations and associated equipment, including printers, scanners, external hard drives, monitors, audio equipment
• VOIP phones, video teleconferencing equipment, modems, and cryptographic devices Installed and uninstalled VPN connections for troubleshooting network connection issues at home Developed Continuity of Operations (COOP) and Disaster Recovery (DR) operations and conduct evaluation of COOP and DR during annual incident response Utilized Active Directory daily by resetting passwords, extending accounts, and checking account information Handled Office 2016 failures and errors with Outlook
• Word, Excel, Power Point, and Skype Troubleshoot windows 10 and windows 7 Remove and change load behaviors in the registry to troubleshoot

Confidential

Automated Loan Processing Analyst

Responsibilities:

• 25+ Hours Per Weeks Monitored Access macros to integrate loan information into format for loan approval at Citi Answered phones and emails to reset passwords and help clients register to the company's website to upload documents
• Ensured downloads and uploads were working daily Monitored 36 monitors daily to correct input errors Setup network printers to perform printing functions from OCR Software Trained new team members on using Mainframe environment and virtual desktop environment
• Audited reports weekly Configured rapid prototype, testing, and modification of Local Area Network (LAN) / Wide Area Network (WAN) electronic equipment and services Managed system information security architecture, design, installation, operational planning, and risk remediation activities on more the 15 servers/systems worldwide for various Citi Bank locations, ensuring all systems installed according to schedule without issues Administered multiple PIX firewalls throughout WAN to ensure LAN integrity from external threats Setup Cisco Intercept IDS and Cisco Works for
• Windows for network monitoring

Computacenter

Help Desk Tier

Responsibilities:

• 40 Hours Per Weeks Helped built a high - available, scalable and highly secured network with state-of-the art solutions, primarily based on technologies from Cisco Installed new software through the Media Library, Company Servers and App zone Spearheaded the network infrastructure and security track of the IT system upgrade and provided "hands-on" implementation work to increase corporate productivity and efficiency Installed different types of Hardware Daily, removing and replacing Hard drives and
• Batteries Setup docking stations and assisting in deployments Mapped users to printers and setting up printers on users laptops Efficiently provided application load balancers, multi-layers firewalls, Global Site Selectors, intrusion protection system (IPS), proxy, network management systems and network operations center solution to increase system reliability and efficiency Imaged laptops, Desktops, and
• Surface Pro tablets (SCCM) Implemented, monitored, and enforced IT-related procedures, processes and practices Installed and uninstalled VPN connections for troubleshooting network connection issues at home
• Performed GP policy updates Utilized Active Directory daily by resetting passwords, extending accounts, and checking account information Worked with users on their proprietary Software's ex. (Citrix, Kummunity, and Share Point) Handled Office 2013 and 2016 failures and errors with Outlook, Word, Excel, and Power Point Called outside sources for parts to fulfill warranty's Closed more than 20 tickets on a daily basis Renewed s and handling trust issues with Any Connect Experience with troubleshooting IE9 and IE11 in Enterprise mode Experience with Cisco Any Connect and Phone building Trouble shoot keychain issues, Any Connect issues and install Software on Mac PC's Setup Air Watch, Emails, and transfer information on IPhones and Androids Deployed and Setup Laptops, Docking Stations, and Set-up Cisco Desk Phones

Confidential

Field Service IT Technician

Responsibilities:

• 40 Plus Hours Per Weeks Responsible for the daily performance of computer systems. Answered user inquiries regarding computer software or hardware operation to resolve problems.

  Entered commands and observed system functioning to verify correct operations and detect errors. Setup equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

  Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Analyzed expanding network, ran fiber, and implemented wireless communication for up and coming

  Safeway locations Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities.

  Read technical manuals, conferred with users, or conducted computer diagnostics to investigate, or resolved problems to provide technical assistance and support. Work on all mobile devices Android's and IPhone Installed and troubleshoot AirWatch