Technical skills

SUMMARY EXPERIENCE:

• Helpdesk /Service Desk Support 5 years
• Desktop Implementation/Administration/Support 4 years
• Server Administration/Support 1 year
• Hardware Troubleshooting/Support 5 years
• Exchange Server Administration 1 year
• Enterprise Blackberry Administration 2 years

Supported Hardware:

• Intel based PCs and compatibles: Dell, Toshiba, and HP desktop models.
• Intel based Laptop's: Dell Latitude's, 7500x , Toshiba Satellite, Tecra, Prot g IBM and Hp models.
• Network Printers: Lexmark, Xerox, and HP printers.
• Network Cards:Ethernet, 3Com, Xircom and Compaq Intelligent 10/100, Fast Ethernet 10/100.

Supported Software:

• Desktop OS: Windows 7, Windows XP and Windows 2000
• Network OS:Window 2003/2008 Server, and Windows NT 4.0 Server
• Enterprise Applications: Exchange 2003/2007, MS Professional Office Suite 2003/2007/2010, Outlook 2003/2007/2010, Blackberry, MS Share Point 2007, Lexis Nexus, SMS, Remedy, Service Now, McAfee, Norton Anti-virus, Remote Desktops, Bomgar
• Monitoring Software: NetIQ, and Hp Open view, Nmap, Nessus, Wireshark, Cellebrite
• Network Protocols: TCP/IP, SMTP, POP, DHCP, SNMP

Professional experience:

Confidential

System Adminstrator

• Assisting with orientation and on-boarding of new employees using company software and hardware and filling out Privilege Access Agreement forms.
• Provide technical support for IT issues via phone, email, or walk-in.
• Assisting and troubleshooting pc configurations to include drive mapping, email setup, PST Personal Storage builds, Outlook repairs and scan to file from Xerox printer.
• Create customer accounts using Active Directory and assigning them to distribution mailboxes.
• Trained to monitor security logs using syslog.
• Famaliar with NIST and FISMA, to maintain current policies and regulations.

Confidential

Systems Administrator Contractor

• Performed hardware drive swaps from defective 6930 HP PCs to functional devices.
• Performed Windows Easy Transfers WET and transferred pertinent data/software from XP platforms to Windows 7 platforms.
• Installed, monitor, and troubleshoot software and/or hardware related issues locally and remotely.
• Assist meeting coordinators in preparing and resolving issues with video conference equipment VTC , and conference bridges.
• Liaison between the examiners and Telecom in order to setup or restore port related issues.
• Provide support to IT Access Management activities including processing tickets for new employees, updating user access in several business applications, and terminations.
• Documented and monitored Tier 2 issues using the Service Now Incident tracking tool.
• Provided knowledge of computer equipment and capabilities in a networked environment including Personal Computers, peripheral equipment and data communications.
• Trained to troubleshoot port issues, configure Cisco routers and switches NAT, DHCP, and VLAN

Confidential

Desktop Support Technician

• Installed Windows 7 operating systems on desktops and laptop computers by using Ghost/Imagining software.
• Installed, repaired and troubleshooted Xerox printers ex. Xerox 5400 Series
• Responsible for replacing bad hardware components ex. Hard drives, System boards, Memory, Sound Cards, Video Cards, and Network cards
• Conducted site surveys and developed job requirements to be part of proposals for future business.
• Responsible for installing Windows 7 and Windows XP, Windows 2000 operating system on desktops and laptops by Ghosting/Imaging software.
• Troubleshooted network connectivity problems by troubleshooting the network card or running an ipconfig or winipcfg to test for TCP/IP connection.

Confidential

Helpdesk Support Technician

• Provided technical support to 100's Allstate end users and executives across the US.
• Set up network printers, troubleshoot printer connectivity issues, and requesting supplies for printers via Remedy ticketing system.
• Diagnosed and resolved Outlook issues.
• Installed XP/Windows 7 on desktops and laptops by using ghosting or imagining software.
• Documented and escalated issues to Tier 2 based on Service Level Agreement SLA .
• Troubleshooted blackberry issues by unlocking phones and resetting passwords/voicemails.
• Provided software and operating system software support.
• Created user accounts in Active Directory using Server 2003/2008 admin tools.

Confidential

Yeoman Administrative Assistant

• Prepared and typed correspondences and reports such as evaluations.
• Audited service records, making sure they are current with relevant information and
• keeping them in a secure location.
• Handled travel orders and determined mode of transportation using software
• for reimbursement for travel expenses.
• Prepared meeting rooms and conducted orientation material to navy personnel.
• Operated electronic postage meter, sorted, and distributed mail.
• Operated mail procssing equipment, barcode sorter, and optical bar code readers.
• Trained to instruct classes on various topics assigned to me.
• Performed drill and ceremony duties for funerals.
• Picked up 200 new recruits per night and processed them into the military by
• administering drug test, processing their pay, clothing allowance and assigning
• living quarters.

Confidential

Assistant Manager

• Handled managerial duties when store manager was not onsite.
• Handled sales forecasting and inventory management using MS Excel.
• Resolved issues with both customers and employees, delivered sales presentations,
• in addition, expanded customer base.
• Executed comfort in a high-pressure environment and maintained crucial deadlines.