OBJECTIVE

• Desktop Support Technician or Systems Administrator
• To secure a challenging yet rewarding position within a progressive organization offering the opportunity and training to further develop my technical skills.

PROFILE

EMPLOYMENT

Confidential, Lanham, MD, Feb.2011 - Current
Digital Life Specialist

• Was responsible for consulting customers about products that fit their needs
• Was responsible for selling computers and accessories
• Was responsible for inventory in the computer and accessory department
• Assisted Geek Squad with difficult Troubleshooting task
• Assisted Geek Squad with PC Set ups
• Assisted Geek Squad with Virus Removals
• Assisted Geek Squad with software installation

Confidential, Washington, DC, Feb. 2010 – June. 2010 
Tier 2 Desktop Support

• Utilized Operating Systems Windows XP Professional, Windows XP Home Edition, Vista Home Edition.
• Installed Microsoft Office Suite 2003 Windows XP Professional, Service Pack 2, Windows XP Home Edition, Vista Home Edition.
• Responsible for installation, configuration, troubleshooting, support and maintenance of PC hardware and peripherals including desktop computers, laptop computers, scanners, modems, and a variety of networked printers.
• Setup and configured Lotus Notes 6.5, properly created and moved ID files, reset passwords, and performed data migration. Provided permissions for additional user access for calendars, inbox, and address books. Archived emails.
• Resolved Lotus Notes software error messages
• Synchronized Lotus Notes Password with Windows password
• Single handedly imaged 150 dell computers using Ghost 8.0
• Added each imaged computer to our network database via Active Directory

Confidential, Alexandria,VA /Washington, DC, Aug.2008- Jan. 2010Tier 2 Desktop Support / Jr. Systems Administrator

• Utilized Operating Systems Windows XP Professional, Windows XP Home Edition, Vista Home Edition.
• Installed Microsoft Office Suite 2003 / 2007, Windows XP Professional, Service Pack 2, Windows XP Home Edition, Vista Home Edition.
• Responsible for installation, configuration, troubleshooting, support and maintenance of PC hardware and peripherals including desktop computers, laptop computers, scanners, modems, and a variety of networked printers. Added the Group Policies to each imaged machine so that Security team, Server team, Network Team, and Technical Support would have rights to remote into each computer
• Maintained Microsoft Active Directory for the specific needs of the enterprise environment by establishing user accounts, network security, troubleshooting printer issues, back up devices, and installing and maintaining Symantec Anti-Virus server.
• Assisted System Administrator by using Veritas Backup Exec for locating files and other back up information
• Assisted the Database Administrator with managing the portal via SharePoint.
• Assisted the System Administrator by creating end users accounts via Active Directory and Hyena
• Assisted the Systems Administrator by creating email accounts and implementing some of the Exchange features for Outlook Web Access for Outlook 2003 and 2007
• Assisted the Systems Administrator by managing accounts on the Blackberry Enterprise Server
• Assisted the Systems Administrator and Network Administrator by managing the RSA Server via Pointsec.
• Assisted the Database Administrator by creating and managing the inventory database for the users using RSA Token.
• Assisted the Network Administrator by assigning IP Addresses to the Network Printers.
• Assisted the Systems Administrator by configuring all new servers.
• Assisted the Systems Administrator by converting the physical server into a virtual server
• Assisted the Systems Administrator by managing the virtual server.
• Assisted the Systems Administrator by migrating the domain from a private industry to a L-3 Communications Domain.

Confidential,Washington, DC, Aug.2006- Aug.2008Tier 2 Desktop Support

• Utilized Operating Systems Windows XP Professional, Windows XP Home Edition, Vista Home Edition.
• Installed Microsoft Office Suite 2003 Windows XP Professional, Service Pack 2, Windows XP Home Edition, Vista Home Edition.
• Responsible for installation, configuration, troubleshooting, support and maintenance of PC hardware and peripherals including desktop computers, laptop computers, scanners, modems, and a variety of networked printers.
• Setup and configured Lotus Notes 6.5, properly created and moved ID files, reset passwords, and performed data migration. Provided permissions for additional user access for calendars, inbox, and address books. Archived emails.
• Resolved Lotus Notes software error messages
• Synchronized Lotus Notes Password with Windows password
• Single handedly imaged 450 dell computers using Ghost 8.0
• Added each imaged computer to our network database via Active Directory
• Added the Group Policies to each imaged machine so that Security team, Server team, Network Team, and Technical Support would have rights to remote into each computer
• Maintained Microsoft Active Directory for the specific needs of the enterprise environment by establishing user accounts, network security, troubleshooting printer issues, back up devices, and installing and maintaining Symantec Anti-Virus server.
• Implemented and deployed Symantec antivirus through out the Office of the Solicitor in headquarters and across various cities across the United States. Responsible for imaging computers and data migration.
• Manually pushed out Symantec AntiVirus 10.0 via the server, used Active Directory to disable improperly imaged accounts with the secured STIG compliant before Fore Scout software was available, which automatically searches and blocks computers that could potentially threaten network.
• Assisted network team using Veritas Backup Exec for locating files and other back up information.
• Experienced in Hardware troubleshooting for Dell Desktop Computers, Gateway Laptop computers, HP LaserJet printers, HP Scanners, Dymo Label Makers, and Dell and Benq Monitors.
• Skilled with troubleshooting software such as WordPerfect 10 and 12, Lotus Notes 6.5, LexisNexis, SharePoint Portal 2003, Microsoft Office Suite, QuickTime, Filemaker, Correspondence Tracking System(CTS), Correspondence Legislation System(CLS), Adobe Acrobat Reader and Adobe Acrobat Professional, Roxio, and LexisNexis and Concordance.
• Assisted with managing the portal via SharePoint.
• Resolved slow connectivity issues.

Confidential,Alexandria, VA, Aug.2004- Aug.2006Help Desk Tier 1/ Quality Control Lead

• Provided customer assistance with routine inquiries and problems such as software, hardware and network operations.
• Responded to and diagnosed problems through discussions with users including but not limited to problem recognition, research, isolation, and resolution steps.
• Resolved innumerable problems assigned to second level support, senior operator or supervisor.
• Conducted quality assurance monitoring for users as well as adherence monitoring of governments regulations.
• Reviewed tickets to assure accuracy and efficiency.
• Provided PowerPoint presentations to new employees for Quality Training.
• Acted as Team Lead, when Team Lead was absent.
• Managed and scanned Common Access Cards (CAC); deleting information as needed.
• Resolved Network connectivity issues
• Remotely provided technical support across the nation
• Added information to the Knowledge Base
• Trained new employees
• 95% of my calls was resolved within 10 minutes without being escalated to the next tier
• Acted tier 2 agent for the third shift.
• Acted Systems Analyst for the third shift, I would be the first point of contact if a computer was having issues, I would do simple command such as ipconfig /renew or if a patch went through the system and the third shift would have our computers off I would have everyone do a gpupdate, and I would reset the BIOS password.

EDUCATION Major: Computer Information Systems
Courses included introduction to Network, computer programming design, unix operating system, C++ Programming.