TECHNICAL SKILLS:

Active Directory, Exchange 2003, Server 2003, Server 2008 R2, Hyper V, VMware, Microsoft Operations Manager MOM , Systems Center Operations Manager 2007 SCOM , Dell OpenManage, HP Openview, Remedy, Magic, HEAT, Track it, Netman, SMS, Networking, Net Support Manager v.11, Dameware, Microsoft Office Professional 2007/2011, Vista, Windows 7, TCP/IP, Internet, Backup Exec 12, Cisco Anyconnect VPN, CGMS, Goodlink,, Whats up Gold WUG , Zenworks, ServiceNow

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Analyst

• Provide first and second tier technical support for DISA employees nationwide.
• Use Remedy ticketing system for fielding user requests, running reports and assigning work via Remedy.
• Provided support for Microsoft Office and related problems.
• Provided Account administration utilizing Active Directory.
• Performed software updates and repairs remotely utilizing Dameware.

Confidential

Network Administrator

• Provide 24x7x365 Enterprise Network Monitoring and support to the Coast Guard Telecommunication Information System Command Enterprise Management Facility TISCOM-EMF
• Assisted with migration from Windows XP to Windows Vista and Windows Vista to Windows 7.
• Perform mailbox and account administration using Microsoft Exchange System Manager ESM and Active Directory Users Computers ADUC for US Coast Guard users across the country and worldwide.
• Monitor and troubleshoot all Coast Guard Enterprise servers using Microsoft Operations Manager 2005 MOM and Systems Center Operations Manager 2007 SCOM
• Configure, troubleshoot and build Dell Power Edge Servers using Windows Server 2003 in efforts to support the Enterprise Migration Project on both Classified and Unclassified platforms
• Perform installation and configuration of Windows 2003 Server, DHCP, WINS and DNS configurations.
• Troubleshoot and resolve alerts per instance and develop reports for upper management regarding network status/connectivity, task creation, views, and add management packs.
• Manage Domain Controller promotions and execute Exchange 2003 Server builds and installations including builds and role setting for Domain Controllers, Site Servers, and Distribution Servers throughout the network
• Roll out of new Dell T610 Servers for Coast Guard Virtualization Project from Server 2003 to Server 2008
• Initialize user mailbox and account security sweeps in coordination with the Information Systems Security Officer ISSO
• Perform backup and restore jobs using VERITAS Backup Exec
• Use Remedy ticketing system for fielding user requests and assigning work via Remedy.

Confidential

Senior Technical Support Analyst

• Provided telephone and desk side support for network users at Andrews AFB.
• Responsible for creation and management of user accounts utilizing Active Directory on Classified and Unclassified networks.
• Responsible creating reports and logging customer requests in Remedy .
• Assisted in rollout of Standard Desktop Configuration SDC of over 3000 computers.
• Responsible for mail account creation and configuration using MS Exchange.
• Installed and configured Cisco VPN software on SDC laptops.

Confidential

IT Specialist

• Responsible for all IT support for the 13 DAPS Washington office remote sites. The sites included: The white House, The Pentagon, Fort Belvoir, Fort Meade, Quantico, The Naval Academy, NIH and Fort McNair among others.
• Responsible for creating and supporting user accounts in Microsoft Exchange utilizing MS Outlook.
• Responsible for installing and supporting PKI software for users at all remote sites.
• Responsible for creating knowledge database and the SOP for the Washington Office Group.
• Performed Quality Assurance testing for all sites. Responsible for maintaining that all servers and desktops meet DOD Gold Disk standards.
• Responsible for administration of PBX phone systems.

Confidential

IT Specialist

• Responsible for desktop/hardware and telephone support of laptops and workstations in Novell/Microsoft environment.
• Created weekly Anti-virus reports for the OSWER program office.
• Provided phone support for remote and local users.
• Responsible for creating and maintaining Ghost images for desktops and laptops.
• Provided desktop support of EPA standard software including Microsoft Office and Lotus Notes.

Confidential

Network Technician

• Served as the primary Help Desk contact while providing first through third tier technical support.
• Served as primary backup for Network Engineering and Administration Staff.
• Responsible for creating Process Flowcharts and Standard Operating Procedures for Technical Help Desk.
• Responsible for maintaining hardware inventory, loaner inventory, warranty and license database, and ordering all necessary parts and supplies.

• Assisted in migration from Novell 5.1 Network to a Windows 2000 Network. The migration consisted of 80 users and 20 servers.
• Responsible for creating and maintaining Ghost images of all models of desktops and laptops.
• Responsible for performing and maintaining backups of all servers.

Confidential

Move and Relocation Team Lead

• Managed a team of eight network technicians, which included directing tasks for day-to-day operations.
• Solely responsible for the physical setup of two networks at remote locations Windows 2000 and Novell .

• Served as the Move Relocation Team liaison for Networking, System Administration, Telecommunications, and Booz Allen IT management, and the client community of 60,000 users.
• Performed desktop support for Windows 95/98/NT/2000 operating systems.
• Migrated user data across WAN to different servers, as well as moved user objects and group shares to the new location.
• Setup and configured printers and workstations in NDS and Active Directory.