OBJECTIVE

Goal-oriented team player and quick learner with recent Certified in: MCP, MDST, MCTS, MCIT, CHDP Working on PMP with BS in computer science / network engineering and AS in computer technology completed during almost 14 years varied IT experience. Proven abilities in network engineering and administration, technical support, and all aspects of hardware / software troubleshooting and problem resolution. Strong communication skills.

WORK EXPERIENCE

Helpdesk/software analyst

Confidential

Provide desk side end user and or phone support to our local and remote customers while resolving all Incidents within each BU's identified SLA Perform installs, moves, add or changes IMAC Identify and escalate situations requiring urgent attention to the Senior Manager or the appropriate support organization Responsible for special projects as needed related to the support we provide our customers or the support of our IT environment.

Desktop Support

PC Related Service Request for the Dc police department and EMS Imaging, setup and deployment of Desktop and Laptop Computers. Installation and setup of PC Peripherals. Movement and tracking of PC related hardware. PC Software Installation, Including Microsoft applications, Shrink-wrapped applications, development tools and internal applications. PC Related Incident Support Tier 2 Support Provide Second tier technical support for multiple products to internal associates via Remedy tickets. Support, troubleshooting, repair or replacement of PC Hardware and related peripherals. Support, troubleshooting and remediation of software related issues.

Desktop Support Analyst

Computer/IT Services

the school's 64-acre campus, including software and hardware management, Managed project to migrate campus ERP system from on-site data center to enterprise hosting system using Rackspace, loading and configuring database and authorizing client access to ensure a seamless transition Administered Windows Server 2003 and 2008r2 systems, maintaining system and hardware version control, as well as security management. Served as solutions consultant and/or architect for new implementations and provides day to day administration Developed procedures and protocols to expedite account administration, network management and campus technical support. Produced system documentation, as well as status reports specifications as they related to configuration and maintenance. computer and laptop rollouts and break and fixes.

Desktop support

Information Support Specialist

I repair, troubleshoot desktop and software packages at WSSC. Duties include: interacting with end-users to identify current computing procedures and desktop-based LAN systems software operations and making recommendations for selection accordingly providing technical documentation of product corrections writing installation and operation procedure manuals for end-users documenting and logging all activities maintaining an updated inventory quickly resolve escalated issues and a variety of other tasks to support desktop hardware and software processes and critical business strategies. I was responsible for addresses a broad range of issues from over 560 software applications, GIS, reporting, document management, web applications to data and telecom networking and server and database issues and in doing so, staying abreast of all changes that may affect the user community. I also was responsible for authoring IT FAQ and other documentation to assist end-users in moving towards customer self-service. Key Responsibilities: Provide support to WSSC employees in development, installation, vendor selection, maintenance, and repair of desktop equipment and applications, printers and faxes and other office equipment, according to set Service Level Agreements and IT procedures. Ensure that timely, accurate, and complete assistance to WSSC employees in the areas of PC peripherals support, software applications, GIS, reporting, document management, web applications to data and telecom networking and server and database issues, according to set Service Level Agreements and IT procedures. Work with the Helpdesk team to handle user requests and trouble tickets received by the Helpdesk Call Center, or respond to requests from other business units. Follow-up on support issues with customers to ensure that problems are resolved and customer service is improved. Author the IT FAQs, knowledgebase articles, and instructions about how to address commonly experienced technical issues relating to configuration, hardware, networking and applications. Develop and execute documented, repeatable processes to troubleshoot desktop services and systems and recommend improvements.

Desktop Support

Computer Hardware

Providing support for over 7,000 users for the United States Military including doctors lawyers JAG , teachers, pharmacist techs, nurses and patients resolving problems using remote access provided by CA software or resolving issues at user's desk. We use trouble tickets in a fast pace environment working for the general down to the civilian. With access in some highly security areas maintain back up of all data for users, promoting and demoting users with administrator rights. Changed password's, mapped drives, made changes to their security policies, and configured their e-mail on outlook 2000-2003. Remove and add workstations in active directory, blackberries, palm pilots, glucometers printers, Xerox document center, CAC card's and any device that was needed to help user complete their job was added to and from the network. Created naming convention for user computer to match there department performed test's with the new software's to ensure it's efficiency performed migration to windows XP, ghosting software. Installed and configured SQL software database kea 420, CHCS and CHCS2.Install shared Printer and network printers to the network, resolved all hardware problem, network problems and software issues to ensure that there was no problem with the employee's PC upon leaving their Office. We worked with several departments in order to get jobs done throughout the day activating ports for users and adding them to active directory. .

Independent Contract

Network monitoring windows 2000 server and XP Pro computers Repaired and reinitialized backup systems for backups using tape aware Yosimite technologies software on dell 3200 series computer. Created user profiles and managed user activities in Windows 2000 serve created security schemes and disaster plans using ghost-imaging software, CA associates software and virus removal firewall software.

Independent Contract

Installed IBM dummy terminals to UNIX server Updated all windows XP's computer software Updated all computers installed VPN on computer to allow owner to view computer from home.

Independent Contract

Repaired or Rebuild previously owned computers to be functional Installed computers and printers to network using 1 switch and 1 Cisco router configure router. Installed software and updated black berry PDA address books and phone numbers Configured Microsoft Outlook for sending and retrieving of e-mails from e-mail server.

Sam's and Wal-Mart stores Computer Hardware installations Specialist/HP

Replaced old HP Workbench in several stores for Store Manager and District Managers with new Workbench's. Performed all backup Services through site links so, all data could be synchronized. Replaced all training CBL Hp brio PC's these systems was used for training so proprietary software was installed on every machine and added to the network. Replaced old Cisco Routers with new updated models of Cisco Routers if needed. Companies that this was performed for Sam's Club, Wal-Mart, and Ready Labor to name A few. Using my own vehicle to arrive to each sight.

Desktop support

Evaluated communication hardware and software, troubleshoot LAN/ WAN and other network related problems, while providing technical expertise for performance and configuration of networks. Performs general LAN/WAN administration, provided technical leadership in the integration and test of complex large-scale computer integrated networks. Assisted conversions, cutovers and removal of data on all hard drives using kill disk. Coordinated with all responsible users and sites. Supervises staff.

Helpdesk/software analyst

Installed mandatory specialty software on windows 2000 and NT machines. Installations were for 7000 users for the United States Military. We used trouble tickets in a fast pace environment working for the general down to the civilians. With access in highly security areas maintain back up of all data for users, promoting and demoting users with administrator rights. Changed password's, mapped drives, made changes to their security policies, and configured their e-mail on outlook and outlook express 2000-2002. Removed and added workstations to and from the network, changed computer names to match there department performed test's with the new software to ensure it's efficiency performed migration to windows2000 for NT machines that were gateway gp7450's using Norton ghosting software. Installed and configured SQL software database kea 420, shared Printer installation, Resolved all hardware problem, network problems and software issues to ensure that there was no problem with the employee's CPU upon leaving their Office. Worked in a team environment with two teams of six Tech's per team we were expected to finish 7-10 jobs a day I averaged 15 per day.

Exxon Mobile Computer Inventory Specialist

Confidential monitors and computers for computer rollout. Kept accurate tracking for Each piece of hardware New computer's was unpacked recorded and designated to be placed in different offices to be implemented for upgrades.

Computer Technician/Independent

Evaluated, installed, and supported local area network LAN and wide area network WAN hardware and software components for the installation and set-up of an adult learning center. Established and documented standards for network architecture, and helped plan and coordinate network integration. Participated in network readiness evaluation implementation strategies for Windows 2000 Professional and Server, as well as Windows 98 client NT 4.0 server on the network. Evaluated readiness of donated HW mostly Dell, Compaq, HP, IBM PCs for systems requirements. Performed necessary upgrades, installations and configuration of HW components, such as, hard drives, RAM, motherboards, floppy drives, sound cards, NIC cards, and ZIP drives. Assessed end-user software and application requirements. Installed, configured, and supported Microsoft Office Suite 97/2000, and Microsoft Outlook 98/2000. Installed Norton Anti-virus for virus protection. Installed and configured Internet Explorer 5.0 and Netscape Navigator for internet connectivity. Formulated necessary configuration system changes for software applications to facilitate network system interoperability and integration with applications. Trained end-users and provided software and hardware familiarization overview for new systems. Coordinated third-party maintenance for network equipment.

Satellite Communication Engineer

As supervisor tier 3 agent , I was responsible for Quality Control in Support of the needs of Hughes Network Systems, daily successful Monitoring/Grading of all Call Center Agent's, insuring that all agents were giving the correct information to all Hughes customers good call control averaging 15-20min per call all customers are receiving the highest level of professionalism, and maintain the correct troubleshooting resolutions are being given on an individual basis by each tech on the tech floor. Other duties include: time management, scheduling lunches and breaks for each agent conducting follow-up classes for new troubleshooting information and call control techniques. As a tier 3 agent, my duties were the following: Troubleshoot and Maintenance of DirecTV and Direcpc satellite hardware and software configurations, IP Addresses, Win routing, TCP/IP suite bindings, Username Password Authentication, Dynamic IP Tunneling, Windows Os 95-982nd, Network Configurations of Local Area Network using Win Nt server and Workstation, Installation and implementation of Direcpc Web cast Newscast, DPC LNB Configuration installation, Customer E-mail configurations and subscriptions to news and mail servers, Browser Proxy Configurations for Internet Explorer 4-5 and Netscape Navigator 4.0-7, Vantive software to keep track of all trouble tickets, and ISP Scripting.Performed PC repair, maintenance, and upgrades on customer's Non-Proprietary, Dell and Compaq personal computers. Performed upgrades, installations, and break/fix of HW components motherboards, modems, CD-ROMS, SCSI cards. Installed and configured Windows 3.1, 95, and 98 operating systems.