IT Support Specialist Resume

SUMMARY:

To further my advancement in the Information Technology field while expanding my knowledge of current practices and technologies.

WORK EXPERIENCE:

Confidential

IT Support Specialist

Responsibilities:

Provides technical support in an enterprise environment of with over 5000 users including users in various sites in the Continental United States and worldwide.
Worked on a team during a company merger to complete an Active Directory migration from one domain to the newly created domain.
Currently working on a project to set up AirWatch for the company’s new Bring Your Own Device policy. Completing configurations for iOS, Android 4.2 and above and Windows Mobile.
Assisted in modifying the post - migration Active Directory forest structure to better suit company needs.
Worked on a team to set up Microsoft System Center Configuration Manager (SCCM)
Overhauled the companies imaging process from individually configuring workstations and using bootable USB drives to standard image managed through SCCM and administered via PXE boot process.
Configured and administered BMC Footprints ticketing system for IT Department and for the company travel agents.
Troubleshoots and manages the compound’s network infrastructure, including switches in ten different buildings in indoor and outdoor WiFi networks.
Manages audio/visual equipment in the conference rooms and classrooms and spec’d out new projectors and supporting equipment.
Configured and administered various Access and company proprietary databases.
Completes Tier 1 functions: Password/Account Management, software installations, workstation set ups.

Confidential

Deputy Team Leader

Responsibilities:

Sub-Contractor under Unisys on the Army Enterprise Service Desk (AESD)
Assisted with the set up and maintenance of the new Unisys Help Desk in Virginia Beach.
Supervisor of a team of 23 agents.
Trains the agents to use the AESD systems.
Ensured all agents remained in compliance with Army, DISA, and Federal Contract regulations.
Managed sensitive information while abiding by the governments regulations for classified and unclassified networks.
Conducted quality assurance checks on agents submitted tickets and coached on areas needing improvement.
Provides technical assistance to forty-four Continental US Army installations.
Troubleshoots Windows, Mac, Blackberry (RIM), Android, iOS operating systems along with various pieces of security and network equipment.
Granted administrative privileges to computers and accounts.
Educates users on ways to adequately manage files and protect computer systems

Confidential

IT Specialist/Tier 1 Help Desk Support

Responsibilities:

Sub-contractor on the Hewitt-Packard NMCI (Navy Marine Corp Intranet) contract, providing technical support to United States Navy and civilian personnel.
Granted administrative privileges to computers and accounts on the NMCI network.
Performs account management services abiding by DISA standards.
Troubleshoots Windows systems and Microsoft Office Suite
Maps and troubleshoots network drives and devices
Troubleshoots remote users accessing NMCI network through Citrix.
Educates users on ways to adequately manage files and protect computer systems
Utilizes various windows and specialty tools such as MMC consoles, Microsoft Remote Assistance, Remote Desktop Control, UNC connections.
Navigates and manages Hewitt-Packard Service Manager ticketing system.
Abides by Federal Government’s policies and procedures from handling classified and sensitive information.