SUMMARY

Experienced in both intelligence and Information Technology IT . Skilled in providing high-level information security assessments with proven results. Technically skilled in Windows NT, Windows 2000/2003, and Windows XP, Vista and Windows 7. Windows Server 2000/2003/2008. Supported to staff and customers by testing software and hardware products.

PROFESSIONAL EXPERIENCE

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Patent Trademark Office

As an technician at the OCIO Service Desk Tier I/II, level, various program are used daily. Some COTS and MS Office: such as Interation Client, MS Lync, Symatec pcAnywhere, Active Roles Active Directory Remedy 7.6 and 6.3, Ms Outlook, Supporting Microsoft Exchange/Cloud Word, 10, Remote Desktop, Network and local printers, Software Installs, Troubleshooting applications such as OACS, EAST, EDAN, WEBEX, simple password resets. Also assiting government telework staff in connecting to the OCIO network via VPN. ensure a timely resolution, simulates or recreates user problems to resolve operating difficulties and or problem escalation to Tier 3 service support. Answer end user calls and log all trouble tickets into end user ticketing application, and troubleshoot/reply/follow up to emails.

Confidential

• In a HelpDesk environment Tier I, I used Active Directory with password reset and membership, SMS in working closely with the customer on a daily basis to solve challenging issues that include issues with hardware, software, networking, and user accounts.
• Assist user to connect to the Network from home or TDY with VPN.
• Utilize PeopleSoft program, Maximo to unblock user account, reset password, Install/map network and local printers.
• Update Malware bytes anti-malware for users' PC.
• Migrating O/S from Windows 7 to Windows 8.
• Assist users with their archiving, PST files to send and receive emails.
• Troublehoot hardware devices, Network printers to communicate with end users and upgrade software applications via company policies.
• Install software needed for company's needs and respond to trouble ticket via emails and phone calls.
• Used Avaya ACD for call Routing with staff members and assisting clients.

Confidential

Support Desk Technician- Systems Administrator

• As a Support Desk Technician I Installed software needed for company's needs and respond to trouble ticket via emails and phone calls.
• Tracking inventory with bar code scanner and in a Excel speedsheet as it transfer to each individual.
• Performed duties with Active Directory Group Policy in part controls user access
• Created-move- move accounts to other OUs
• Disabled accounts in class and un-class Active Directory
• Extensive experience with XP operating systems/Basic experience with MAC operating systems in assitsting clients their menulats, dock, using finder the equivalent to windows explorer, assisting clients with spotlights and the get info tool about the pc itself and the client that is using the pc. Also using spotlight to locate the clients files and folders.
• Responding to clients request as a desktop support person by visiting their office of cubicle area as a customer support agent for any and all request they may have.
• Troublehoot hardware devices, Network printers to communicate with end users and upgrade software applications via company policies in a Window XP enviornment. Resolved issues and responded to request concerning Black Berries, FOBs, Network Accounts and Cable Xpress
• Used SMS to remote to individuals PCs to troubleshoot issues
• Maintained over four thousand client's PCs
• Mapped network drives and reset password for various programs
• Ensured deployment process, satisfaction and the usability for end user with applications such as PeopleSoft, Ariba, Momentum.
• Located restored files installing network printers and setting defaults
• Closed tickets via UTT and Remedy System and enabled and disabled users account OUs
• Worked with functional leads to transition knowledge for PeopleSoft applications: PD, Distribution, Asset Management, Ariba and Status Tracking, for the purchase of hardware, tracking and assisting all monies for the department staff, Work with Functional and Development teams to identify and resolve defects by testing the possible error that may be occurring. Staying abreast of modifications to the IPMS application via training programs and online modular situations.
• Used Avaya ACD for call Routing with staff members and assisting clients

Confidential

Lead SR. IT Specialist II

• As the lead Desktop Support Technician, I trained and tasked five IT support members to run helpdesk effectively .
• Responded to inquiries and requests for assistance with the organization's computer systems.
• Performed troubleshooting and fault isolation on Windows XP system components in simple.
• Responding to clients request as a desktop support person by visiting their office of cubicle area as a customer support agent for any and all request they may have.
• Troublehoot hardware devices, Network printers to communicate with end users and upgrade software applications via company policies.
• Extensive experience with XP operating systems.
• Tested and evaluated software and hardware products in order to determine value to agency operations.
• Supported 1500 users locally and remotely SMS with laptop, desktops, hardware, and network troubleshooting.
• Software installation of Remedy, SMS 2003, Microsoft suite, MS project, Adobe 8.0, McAfee.
• Provided full disk encryption using Wave Systems Corps.

Confidential

Shift Supervisor Help Desk Technician Tier II

• Held weekly meetings, with Call Center staff to ensure that clients in the Pentagon receive the very best service.
• Responding to clients request by visiting their office and cubicle area as a support agent for the PFPA Call Center.
• Developed possible solutions to meet user's needs and instruct them of possible resolutions.
• Ensured PFPA's critical life-safety networks were maintained and operating through remote access SMS and first level telephonic problem resolution, responding to client issue via email and phone.
• Opened, monitored, tracked, and closed trouble tickets.
• Installed, configured and troubleshot O/S systems.
• Trained staff members to troublehoot hardware devices, Network printers to communicate with end users and upgrade software applications via company policies. Maintained printers to include replacing toner, installing maintenance kits, adding to client machines, Installed and troubleshot hardware to include hard drives, floppy drives, CD R/RW drives, zip drives, video, network, and sound cards, monitors, modems etc.Mapped network drives and troubleshot network connectivity issues.
• Used Avaya ACD for call Routing with staff members and assisting clients

Confidential

Desktop Support Technician

• Supported over 1000 users at BAE systems
• Working in a Call Center environment, responding to client issue via email and phone in regards to Ms suite, software updage and network connectivity.
• Installed drivers for applications and printer, troubleshot problems in Lotus Notes, and MS office 2000/XP
• Configured laptop through Citrix and via registry key and copied data in the BAE archive
• Unlocked users account and reset their password.
• Configured Blackberries, and restoring users Lotus Notes ID
• Used Avaya ACD for call Routing with staff members and assisting clients

Confidential

Field Technician

• Installed, repaired, and configured various hardware components and software applications:
• Anticipated problems and provided technical support and preventive maintenance ensuring a timely resolution.
• Employed automated diagnostic programs to investigate and correct repetitive problems. I have assumed increasing responsibility of one of the largest deployments at the World Bank with a team of five technicians. I have preformed and trained my technicians to
• Prepare PCs and Laptops for end user
• Installed operating system using Symantec Ghost
• Joined Active directory Domain-Installed SMS packaged applications
• Installed and configured non packaged applications as needed. I have backed up data from retiring machine using external hard drives.
• Removed retiring equipment and set up new machine and any accessories per end user specifications
• Restored data to new machine and verified data integrity
• Connect and configured any required docking devices or peripherals as needed.
• I assisted end users with hardware and software migration
• Initial Lotus Notes setup and configuration as needed operation system overview highlighting differences between Windows 2000 and Windows XP Professional
• Locating restored files installing network printers and setting default printer
• Mapping network drives as needed. I work closely with departmental IT staff and end user to ensure seamless deployment process, satisfaction and the usability with all aspects of new computing environment.

Confidential

HelpDesk Tier I

• Supported globally oriented, mission-critical computers:
• Ensured data integrity by performing scheduled system backups while applying data storage technology.
• Performed routine tasks to maintain computer equipment and their peripherals.
• Troubleshoot network hardware and software such as card readers scan jets portable CD burners.
• The ACES programs, DFAS, INFOCONNECT MAPPER Systems.
• PKI
• Ghosting/updating Windows 2000 via CD/over the Network
• Ordering hardware/software needed.