SUMMARY

• IT Desktop Support Position utilizing over twenty plus years of Expert Customer Support Skills gained over the years for an Active Directory Environment for IT Help Desk Hardware and Software Installation and Configuration.
• All Contracting Companies from listed below was in Support of The Environmental Protection Agency/Office of Research and Development on the EPA FAIR II Contract at the Ronald Reagan Building Headquarters, Washington, DC. Although the Contracting Companies Changed My Position was Permanent for a twenty year period except for the One Year Contract with Kforce albeit still supporting EPA User Community in an Active Directory Environment.

SKILLS

Lotus Notes, Web Page Design. Microsoft Suite including Publisher and Visio. Oracle Apps. Microsoft Outlook, BMC Remedy, Bomgard, Daneware, Boxtone and Blackberry PDAs, Novell's Netware,VPN and VMWare. MCSE in Windows NT 4.0 Platform and Cyber Security Certifications completed. CISCO NAC and CISCO ISE Technology. Active Directory environment for authorization and authentification for EPA Users, Applications and Service Databases.

PROFESSIONAL EXPERIENCE-TEMP

Confidential

Customer Support/Help Desk

Windows Active Directory Environment Administrative Console. Windows 7 Desktops and Laptops Support. Windows 7 Laptop Hard Drive Imaging and updating. Microsoft Office 2003 and Office 2010 Installation and configuration. Confidential Support with Confidential Conferencing Systems. Symantec EndPoint Protection Software Installation and Configuration. Virtual Private Networking with Juniper and Confidential Agent. Excellent communication skills and telephone etiquette to technically resolve issues in a user friendly manner.

Confidential

Tier 1 Help Desk BlueTraq Project

Excellent communication skills and telephone etiquette to technically resolve issues in a user friendly manner. Confidential and Students with downloading , accessing and modifying Information in the Confidential. Reset Students Passwords, Finalized Bookstore Purchases and assisted Students Class Changing and Information Accessing via the Internet.

PROFESSIONAL EXPERIENCE

Confidential

Senior IT Support Specialist

• Worked in an ITIL/ITSM Service HelpDesk Environment utilizing BMC Remedy CRQ Change and Incident Management for Software, PC and Laptops Installations and Configurations in an Active Directory Environment.
• Using BMC Remedy Incident Management/ITIL v3 framework I accomplished PC Moves for existing Users, PC and Laptop Configuration and Installation for New User and decommissioned Laptops and PC in an Active Directory Environment for The Environment Protection Agency at the Ronald Reagan Building at 1300 Pennsylvania Avenue NW DC.
• Laptops and Desktop Hard drives were imaged according to EPA User Program Office User Profile/Scripting requirements.
• Active Directory User Management for Password Resets and Network access permissions depending on Program Office Server App Access.
• Utilizing BMC Remedy Change Request Management for all Software ie. Sever based Apps such as Oracle, ARC GIS, Adobe X Professional. Microsoft Office Suite including Publisher, Visio and other COTS was installed and configure per User s request via EPAs Call Center.
• Microsoft Windows XP/7 Installation and Configuration with Active Directory User Management, Blackberry Activation and Configuration using Boxtone Remote Server Dashboard.
• Provided Office Manger with daily Morning Reports of Computer Asset availability, quantity and conditions that were provided to Regional Sites Managers for Asset Management.
• Decommissioned and Surplus outdated equipment as needed and as requested by EPA Program Offices.
• Assisted less experienced Techs with building layout and building navigation as well Hardware and Software Procedures on how to get the job done with minimal time affect upon Users.

Confidential

Senior Technical Support Professional

• Senior LAN/Help Desk Support Analyst in a Microsoft AA Active Directory Network Support Role. HelpDesk Tier 2 BMC Remedy Support Specialist and Incident Management for tracking User Problem Resolution from began date to time of problem resolution.
• Planed and Implemented Windows XP Desktops and Laptops Installations and Hard Drive Imaging. Proficient with the Installation and Configuration of Blackberry PDAs, IBM Lotus Notes E-Mail for daily contact with User on assorted Issues ranging from slow response of PCs to User Printing and Plotting capabilities.
• Video Teleconferencing was accomplished using a variety of Tandberg Video Conference Units and setting access to remotes sites in the USA and abroad. Adjusting Video display depending on geographic area and apps used.
• Microsoft Office and Adobe Acrobat X Software installations and configurations.
• Provided Leadership and Guidance for less experienced technicians and suggested how Techs should respond to individual Users according to User's temperament Technical knowledge.
• Setup Training Rooms and Conference Room with Laptop and PCs according to level of access needed and requested to access the World Wide Web and restrictions and access thereto.
• Installed and Configured ARC GIS Software with a Google Maps Overlay for several EPA Scientist.
• Installed and Configured Oracle IRMS Application Support System for EPA/ORD /POSS Program Office Customers.
• Installed and Configure DELL Network Printers and User Group Access to the Printers.
• Provided Daily Training Session for the EPA User for Software and Hardware usage.

Confidential

System Analyst

• Installed, Configured and Supported Windows NT Servers and LAN Client Operating Systems. Installed and Administered Novell's GroupWise E-Mail Remote Gateways and Message Severs.
• Installed and Configured Hardware and Software Applications used in the LAN Networking Environment for the Office of Research and Development at EPA's Headquarters, Washington, DC.
• Rolled Out over sixty Desktop Computers in one session migrating PCs from Windows 98 to Windows 200.
• Using Borland dBase III Plus wrote and maintain PC Inventory System for The Environment Protection Agency for Computer Tracking Sysytem.