SUMMARY

• 12 years of systems and network support in enterprise Government agencies and Commercial IT environments.
• Supported over 130,000 users in LAN and WAN.
• 5 Years in Automation tools and PowerShell/VB Scripting
• Advance computer and software troubleshooting skills, and a strong, proactive client - service ethic.
• Extensive experience supporting users in Microsoft Windows Server and Microsoft Exchange- environments.
• Well-organized and self-directed individual and team player.
• Ability to solve practical problems and deal with a variety of concrete variables.
• Ability to provide leadership and supervision to a range of technical staff including conflict resolution.
• Ability to work with non-technical staff to determine user and business needs and provide solutions.
• Effective internal and external customer relations skills; ability to participate in and respond effectively to sensitive inquiries, negotiations, complaints, and team activities.

TECHNICAL SKILLS

Windows: NT 4.0, Server 2003, 2008 R2, 2012 and Hyper-V. General Windows OS File Sharing, User Management, File Manager, Working with NTFS, Printing Services, Server Manager, Cross Domain Management, System Policy, User Profiles, Security, Disaster Recovery, NetWare to NT Migrations, Installation, Configuration and Backups Data. Setup and Configure DNS, SQL, AD Server, IIS, SMS /SCCM 2007 and 2012, Hyper-V.

Image Capturing tool: Ghost, MDT Lite touch, WinPE, BartPE and Caspar suite. Manage Active Directory Service acct groups and domain, Server Manager, DFS and Print service.

Apple/ Mac: OS 8, 9, X and 10-10.8.1. Support and configure users, groups, mounts and backup File server. Data Migration from Windows, Parallel to Mac, Install, setup and configure VMware, parallel and Boot Camp software on Mac Pro and XServer. Remote support and troubleshoots. Upgrade the MAC OS, HW and Software.

Cisco Routers and Switches on hand experience: with new IOS. IOS command structure; router configurations and security using access lists to create firewalls, configure both LAN and WAN ports to accept various protocols on the network. Copy and manipulate configuration files Router security through use of passwords (setup and configure VLAN).

PROFESSIONAL EXPERIENCE

Confidential, Washington, DC

IT Specialist |SCCM and AD Administrator

Responsibilities:

• Desktop Engineering providing support to the government and HP client.
• Provide Tech Refresh Desktop Engineering support to transition from the old Images to the new Image. My work would include operational Tier 2 support for the existing Windows XP and Windows 7 (32 bit OTS) Images but I also help with the significant non-business unit related Application packaging requirements and their transition to the Tech Refresh Windows 7 and Windows 8 64 bit platform. These are in reference to one off applications that are used throughout my organization; work with NOC and security team to hardening the security guideline.
• Provide Tier 2 and Tier 3 support for escalated Operating System; application software; and/or hardware issues utilize Active Directory, SCCM, SQL 2008 to complete the task; and support the Mac and Unix Operating system as needed.
• Support for the integration of OTS desktop software images (test, troubleshoot and deployment to designated test machine prior to deploy it to production.
• Provide remote PC repair services by using SCCM Explorer and remote support by editing the registry value, repair the software installation and corrupted file and drivers. If necessary format the HD and re-imaging.
• Create/automated processes by utilizing PowerShell scripting, Specops, Lumension and Powerbroker working with internal and external clients to solve technical issues related to system integration Apps and HW.
• Created cross-functional processes to support system integration systems by setup and configure SCCM, AD and Generate Report and manage all workstation.
• Troubleshoot/ solve problems related to system integration. Worked with internal/external clients, QA, and Software and Hardware Engineers to solve problems related to data, custom client configuration, system builds, etc.
• Create and execute test cases for all mandatory, optional and compliancy applications
• Package various software, patches and firmware and deploys them by using SCCM; Troubleshoot and resolve all issues related to software deployed
• Design a new AD SMS/ SCCM Group for each package then add them to the right security group>Create software Package by Uploading the source file to SCCM, create Install, Kickoff and Notification program for 32 and 64 Bit Win OS, in addition I have created Software Collection: Advertise and Exception or exclusion list prior to Advertise to Production server.
• Serve as point of contact for software review and certification
• Write, edit and analyze Basic scripting by utilizing VBscripts and WYSE for various automated functions
• Repackage the source file from vendor by utilizing Wise\ Admin Studio to create MSI file and removing unnecessary doc. and then write .exe file to make it executable and extra foot print and silent install.

Confidential, Washington, DC

Windows 7 Specialist/ Desktop Engineer/SCCM Engineer

Responsibilities:

• Knowledge of best practice for windows OS, desktop deployments and Utilize Java Script to automate push and package the Images.
• Write JDK program and run, update, install, setup, configure, and troubleshoot program.
• Work in Triage assisting affected users with data migration, programs and application issue.
• Troubleshoot Win7 professional OS and peripherals and find work around solutions.
• Experienced in desktop, laptop and Server platform deployments: Use Altiris, DMT, CA ITSM and SCCM tools to migrate and automatically push software.
• Utilized SCCM/ SMS to manage software distribution to selected target systems through a remote process and focus on deployment OS, common applications, drivers, and security patches.
• Remote support on OCS, Remote Desktop, PC Anywhere, and Tivoli.
• Windows 7 Image and Script deployment utilizing Altiris, Ghost and Casper.
• Work with Configuration Management and Software Distribution tools and technologies.
• Perform automated and manual testing for deployments.
• Work independently and in a team environment to update and close trouble tickets.
• Perform support for air card drivers, printers, Microsoft Office and OCS, Cisco SoftPhone, audio, data recovery, and wireless issues.
• Write and link the existing Java script and complete the application Pkg in Wise/ Admin Studio then work on SCCM.
• Map network drives and printers and change and modify port names (change IPv4 Class C IP address to IPv6 Class A network).
• I take initiatives to make necessary decisions as a site lead.
• Utilize WEBAD and Active Directory tool to verify user credentials, machine, GP, AD container, and security setting and create new user ID and new system to the Domain.
• Create temp user profile, repair the existing user profile, if necessary copy data and restore manually.

Confidential Capital Heights, MD

Desktop Engineer III/ Project Support Team Lead

Responsibilities:

• Assisted with directing and coordinating local area computer network for the entire Metro IT region, System Security/ Surveillance, digital processing and telecom activities at the CRDS/IRS and other locations.
• Coordinated and supervised existing IT department.
• Provided Level III support for over 500 desktops and provided phone and in-person support in standard Windows desktop applications.
• I have Supported a team that was responsible for PC troubleshooting: Windows XP, Win7 and Outlook/Exchange.
• Built software applications to provide the technical architecture of Web sites or Web-based software products.
• Managed support of all IT systems and UNIX/LINUX VMware environment.
• Maintained all systems and software and utilized WASP for inventory and renewals.
• Communicated with equipment vendors to ensure timely procurement of computer equipment and software.
• Responsible for organizing and shipping all electronics equipment as well as computer refurbishing.
• Performed system administration duties to include setup of user accounts; creation of shared folders, files, and printers; and setup of logon scripts and user profiles.
• Oversaw connectivity in CRDS, IRS and off-sites infrastructure to ensure optimal performance to include working with all ISPs to monitor and analyze connectivity, bandwidth use and data usage trends.
• Responsible for installation, testing, maintenance of all hardware; overseeing installation of all patches, service packs, hot fixes and upgrades to all software on CRDS/IRS network servers.
• Recovered data, setup and installed programs, configured HD, upgraded memory, and updated all Apps and OS.
• Managed all network connectivity to include RAS, VPN, Cisco any connect (tunneling), and Terminal Service conn.
• Managed the VERITAS backups for CRDS/IRS to include verification of backups and testing file restoration and disaster recovery procedures routinely.
• Monitored Remote SRDF, SanCopy, EMC Control Center on CRDS/IRS network.
• Established and maintained CRDS/IRS server event logs daily, Network, user environment, directories, and security.
• Assisted with development of system solutions consistent with DHS/IRS objectives.
• Maintained all software systems, i.e., WinWits; Sclogic Microsoft Windows, etc.
• Designed, specified, configured, installed, tested and maintained all CRDS/IRS network infrastructures to include all servers, routers, bridges, switches, modems, cabling and Internet service providers.
• Recommended and implemented improvements for all software, hardware and infrastructure.
• Developed, implemented, and maintained all CRDS/IRS IT policies and procedures.
• Negotiated contracts with and coordinated activities of hardware, software, support, and training vendors. Collected and analyzed network and memory utilization statistics.
• Responsible for backing up network and updating virus protection software on servers daily. Managed updates (Microsoft, Symantec Antivirus) to all CRDS/IRS workstations.
• Troubleshot Sclogic systems inside containment environment.
• Created and managed Ghosting environment of systems.
• Maintained effective and efficient operations of the CRDS/IRS IT Department.
• Ensured there was minimal downtime of critical IT resources during business hours.
• Provided weekly notification to users of any expected downtime in network resources.
• Developed effective plans to meet and implement business needs, delivered solutions on time and within budget, and developed and delivered IT budget for CRDS/IRS.
• Developed and presented technical procedures at CRDS/IRS.
• Developed training for non-technical staff and management users.
• Developed and delivered training to field technicians CRDS/IRS.

Confidential, Bethesda, MD

Senior Technology Specialist/ Desktop and Configuration Engineer III

Responsibilities:

• Troubleshot any issues with Windows and Mac desktops and laptops with focus on the standardizing and hardening guidelines for Mac.
• Replaced MacAfee product with SEP. In addition, installed SEP client on each system that has not connected to the network.
• Supported the research team (scientists) with their instruments (Water, DB, Microscope and Davis), computer upgrade and data recovery.
• Provided day-to-day support for the scientific community, Data Center, FDA techs and management.
• Created Image for FDA CBER and CDER organization updated, automated and corrected the existing Images for Mac, Linux and Windows OS (suggested improvements to simplify the process). Review the SMS and update the ADM Scripting.
• Managed all systems on the Network, utilizing AD, Counter Spy and SEP product to track and report statuses.
• Developed and modified operating procedure manuals by learning the organization’s platform and solved the problem by conducting team meeting).
• Migrated legacy hardware and OS to new upgraded OS and reviewed the data with end user after the data migration is completed to check the data structure and network share drive and printers.
• Ensured that all applications migrated from the development to the operational environment.
• Ensured proper escalation during outages or periods of degraded system performance, problem resolution, and customer satisfaction.
• Supported the integration team to test new applications and worked on feedbacks from test results from the Beta team. (Worked closely with the vendors and contractors to handle more complex issues).
• Helped rerun cables and tested the new and existing applications.
• Added machines to Active Directory and created UID and re-imaged problematic system.
• Built Win Server 2008 and X server, created OU, updated the GPO and configured the Firewall.
• Updated X Server, Software, Data transfer from G4 and G5 to Intel base processor.
• Troubleshot issues related to Apple OS 8-10.7, Win XP, Vista and Win 7, Microsoft Office 2003, 2007, 2010; Macintosh Office 2004, 2008 and 2011, and Entourage.
• Managed and standardized all Mac devices, created Object in AD container and joined them to the domain.
• Packaged all type of applications and deployed them to large and small groups.

Confidential

Network Engineer

Responsibilities:

• Troubleshot setup and configured end user workstations and servers.
• Updated drivers and firmware to external devices that attach to workstations: camera, fingerprint scanner, CAC printer, and USB adapter/ Ports.
• Added and removed computers from Active Directory and CA Desktop Server Management Service.
• Troubleshot, repaired, escalated and resolved problems of the Windows Server and Network system.
• Installed new Server and workstations.
• Added username to the right groups, setup and configured. Updated user profile and group policy on Active directory, as well as managed the user accounts and assets.
• Checked VPN and VSAT Connectivity, Firewall setup and Cisco network configuration.
• Coordinated time with end user for software remote installations and additional technical assistance.
• Terminated unauthorized workstations upon email notifications, opened tickets and escalated when needed.
• Ran SQL and CA DSM, generated script to create and implement query for software deployment, and updated exclusion list and report.
• Utilized CA Unicenter Desktop and Server Management tool to schedule SDO Jobs. In addition, monitored and reported asset, external devices, and software release.
• Tested new applications on all Beta RAPID workstations, created new package for deployment, setup and configured.
• Worked closely with Tier II, SE, DMDC and upper management team.
• Opened SRT when required, updated and closed existing tickets. Followed-up with site VO and SSM.
• Setup and configured BMC product: Remedy for ticketing and KMR and Marimba Client utilized to run audits, protect data, setup Naming Convention, and TOE Security.
• Packaged software on CA DSM/ ITSM and Altiris: toolset provided the means and/or methodology to conduct tests on lab machines that emulated production desktops to ensure that any conflicts or other installation problems were resolved in a test environment prior to broad distribution.
• Reimaged servers, desktops and laptops and updated Windows OS, BIOS, other drivers, and patches.
• Utilize AdminStudio to package software and MSI files. In addition write ISScript.msi on Wise.

Confidential, Washington, DC

Network Engineer

Responsibilities:

• Designed, installed and supported Windows/NT network. Performed troubleshooting to isolate and diagnose common problems. (Staged and installed drivers and updated firmware).
• Upgraded network hardware and software components as required. Installed, upgraded, and configured network printing, rights, security, and software on file servers.
• Provided customers with network technical support setup and configured VPN and VLAN to strengthen the security and performance. Setup and configured servers, routers and switches by US Senate standard.
• Established network customers, customer environment, directories, and security for networks being installed.
• Troubleshot issues related to Windows NT, Windows 2000 Client, Windows 2000, 2003 and 2008 Servers, MS Exchange, Compaq/ HP, IMB, Dell and SUN Servers, LAN/WAN, routing systems, or TCP/IP.
• Installed setup and configured Mac workstations and laptops, and remote support for LAN and WAN user.
• Worked on Compaq server and HP workstations by monitoring the operational system, answering help desk calls and emails; monitored and supported dataflow, basic system troubleshooting, and user account management.
• Performed basic UNIX commands: login to workstations, change directories, edit files, check file system status, disk utilization, mounting directories, etc.
• Work well and manage the SMS/ SCCM, File Server, Active Directory, Terminal Server, Group Policy and SQL server
• I Create UID and Password up on request; established E-mail accounts recover and repair Data and user profile
• Support VERITAS: backup, storage foundation, volume manager SMS, tripwire and EMC

Confidential, Bethesda, MD

Computer Support Specialist

Responsibilities:

• Provided on-site and remote location technical support and was on a maintenance team for Customer Service & Support (CS&S) desktop IT Infrastructure products and services
• Troubleshot hardware and software related problems and provided ETA and documentation on completion.
• Supported Windows OS Office applications and Mac OS. Supported all sites with any issues relating to PC's, peripherals, and network / mainframe printers (map network drive and File and Folders).
• Performed a variety of duties in support of computers, network (LAN/ WAN) and client server unit.
• Dropped a new Image on new PCs and rebuilt systems, updated hardware drivers and applications.
• Created new UID, installed propitiatory applications and programs.
• Setup VPN and AT&T Air Cards.
• Coordinated data migrations, reimaged, recovered data and transfer PST files remotely or manual.
• Reviewed input and output data to verify adequacy and appropriateness of material required for data processing and related operations (setup Asset Tag, install EPHD and Connected Backup).
• Maintained internal records by cataloging, dispersing, returned tapes/ disks, and scheduled backups.
• Built and post knowledge base documentation on Remedy (BMC) and share point sites.
• Provided project management and leadership within the department.
• Installed Parallel, VMware software on Mac OS (Intel processor) and upgrade Memory if needs.

Confidential, MD

Communication Technician II

Responsibilities:

• Ran and utilized Auspec and DOCSIS system, helped setup and configured new hire user profiles, updated and downloaded new apps and patches.
• Troubleshot the Mini- Amp, TAP, PC, Modem, EMTA, DCT, CABLE CARD and HD BOX.
• Monitored transportation point to distribution, presented reading on AC output Voltage. Read general system layouts from blueprints.
• Troubleshot devices that connect to Comcast network remotely and reset and configured all devices attached to WAN. Repaired trunk and distribution system.
• Checked the signal level on modem DRP, UTP and DSN used a variety of applications to send signal hard heat to the devices.
• Developed and maintained operate PC to input and retrieve subscriber account data such as installations and service call scheduling and rescheduling info.
• Configured modem S/ N and MAC addresses, node and IP addresses within the billing system.
• Compiled, maintained, and prepared various operational reports, logs and files. Troubleshot routine and non-routine problems involving subscribers online service using system knowledge and various tools. (Follow-up/ created a trouble ticket for installations and service calls).
• Installed: Comcast Online service, CDV, wireless equipment. Installed network interface card or USB adapter and provision cable modem; modify PC/software configurations to establish connectivity.
• Demonstrated online service and educated customers about connecting to the service.
• Updated manual and Setup add NIC in Mac OS 8 and 9.