PROFESSIONAL EXPERIENCE:

Confidential

Wireless Helpdesk Analyst

• Provides value added customer services by attending to customer queries and issues
• Attending Escalation Calls Logged by Client: CSvD Data Centre SAN servers and Linux Activities
• Provides overnight, weekend and evening software, hardware, peripherals and network support to more than 3,000 employees of the US Census Bureau.
• Monitoring Tool: BSM for monitoring Windows systems and applications for server and application health
• Perform and participate in incident handling process, incident discovery, analysis and verification, incident tracking, containment and recovery, incident response coordination and notification
• Managed disk drives in Red Hat Enterprise 6 using Linux Volume Manager
• Experience in creation, and managing user accounts, security, rights, disk space and process monitoring in Solaris and Redhat Linux
• Successfully administered jailed accounts, file permissions, Novel iManager, HP Server Automation opsware , Remedy 8, sudoers file
• Performing system reductions using Red Hat Enterprise Linux Server release 5.10
• Experience in installing Firmware upgrades, kernel patches, system configuration, performance tuning on Linux/Unix systems
• Working knowledge of HP Server Automation, and Site Scope
• User Management Administration, LDAP Administration and File system management.
• Swap space management
• Utilize HP Server Automation to add/remove/modify user accounts and server accounts

Confidential

Help Desk

• Provide phone support as backup to the Helpdesk assisting customers with logon issues, password resets in Active Directory, Install Windows updates, troubleshooting network connections, mapping printers on the network and TCP/IP mapping of printers when not showing on the print servers
• Lead a team of 8 technicians
• Ensured that SOP's were followed by migration technicians
• Provide assistance with identifying and isolating faulty system software and/or hardware components and restoring the system s to full operational capabilities.
• Maintain network configuration management and related documentation, including System Security Plans or other documents as mandated.
• Diagnosed pre-installation requirements, and examined the current computing environment
• Plan, develop, document, and execute test programs to verify system operability and compliance with standards and requirements prior to deployment and retesting at completion of deployment of the WINDOWS 7 OS.
• Set the BIOS and DNS/WINS on individual machines.
• Provided training and documentation to users after migration to Win7 and to MS Office.
• Perform pre-assessment on customers systems prior to the migrating the user and perform full back of the system
• Inform Management team of any network issues that relates to Win7 migration
• Install and configure new network components and/or software applications
• Perform hardware, operating system Win7 or application Office 2011 upgrades of workstations
• Add and delete user accounts and computers from OU's and workgroups
• Implement and maintain local network backups for users on the OSE domain
• Perform quality assessments for recently migrated users to ensure that all network drives, printers, Outlook.pst folders, favorites, desktop and documents and settings folders where retrievable and functioning appropriately. .
• Setup users MS Outlook email and assisted them with creating .pst folders.
• Assist user with connecting via Citrix VPN using the RSA tokens after migration
• And troubleshoot VPN connection issues for customers who were experiencing difficulties.

Confidential

Wireless Helpdesk Analyst

• Provide phone support for wireless customers who request upgrades to their PDA's, IPADS, and blackberry devices.
• Input tickets in CA ticketing system once customer reports an issue update CA tickets and close tickets after ensuring that customer was fully functional.
• Supported over 6000 Blackberry users nationwide
• Activate Blackberry devices on the Blackberry Enterprise Server 5.0
• Configure devices with email accounts and PKI and S/MIME Encryption
• Create IT Policy for Blackberry user's via BES 5.0
• Manage Blackberry accounts with wireless providers Verizon, AT T, Sprint, T-Mobile
• Upgrade, replace, order new devices
• Tether Blackberry devices to work as a modem
• Configure broadband MIFI devices for wireless access anywhere
• Troubleshoot issues with Blackberry devices
• Assist user with backing up data via Desktop Manager software

Confidential

Help Desk Temporary

• Provided end user support via phone to employees at the John Hopkins University Laboratory
• Provided Blackberry support and setup and sends activation OTA's via BES 5.0 for email access and encrypting
• Remote using Outlook Communicator and Bomgart and Terminal Serves
• Installed and troubleshoot SEP Symantec Endpoint Protection and Altiris for virus protection
• Installed and setup IP Softphone software
• Reset accounts in Active Directory
• Pushed requested software via Directory Software Console
• Input/updated tickets in CA ticketing system
• Mapped network drivers and printer setups
• Troubleshoot MS Office Outlook 2007/2010 issues
• Troubleshoot backup issues, restore backup files using Iron Mountain application
• Troubleshoot Mac Leopard /Lion issues by running Applejack Install software from the Self-services
• Troubleshoot issues with in-house applications, COTS and website access
• Troubleshoot issues with Encryption, and Digital Signing
• Added users and computers to the Domain
• Updated documents in Sharepoint
• Setup/Troubleshoot Juniper and Cisco AnyConnect VPN for remote access users.
• Escalated Tier III issues

Confidential

Help Desk Analyst Contractor

• Provided end user phone support for applications, hardware, and network infrastructure.
• Provided local desktop support for the Washington, DC office installing, configuring, and diagnosing, optimizing and upgrading/re imaging workstations and laptops.
• Provided remote phone support to users by installing, setting up and troubleshooting Windows7, and Windows Vista, and Microsoft Outlook.
• Updated Remedy ticketing system with incident details and resolution
• Created Asset tickets in Remedy when systems are replaced for inventory
• Added users and disabled users and machines on Active Directory.
• Added, Removed and renamed workstations to the Domain via AD.
• Provided Blackberry support and setup installing desktop software and syncing email accounts
• Troubleshoot and repair network printers install scanners
• Map users to network drives and printers
• Install software Office 2007-2010 Adobe Entrust Certificates SQL 9i, Oracle 11g, etc. Updated software
• Configured Lotus Notes 8.5.2 and setup thumb drives for offsite access for Notes users
• Migration and deployment of Windows 7
• Troubleshoot issues with TCP/IP, VPN access, network settings for internet/intranet and installing various software applications.
• Reset passwords in Active Directory, troubleshoot hardware issues and updated tickets using Remedy.
• Provided outstanding customer service
• Reformatted laptops
• Swapping out monitors and setting up desktops
• Printer set-up
• Tape back-ups
• Migrated data to be archived

Confidential

Help Desk Analyst Contractor

• Member of a 20 person Help Desk team to support a user base of approximately 3500 users for the United States Coast Guard USCG .
• Provided technical support to walk-in and to telephone customers via the Help Desk line.
• Recorded and updated all calls into the Remedy ticketing system.
• Installed and configured USCG developed and COTS software approved by the Configuration Control Board.
• Troubleshoot hardware and application software.
• Re-imaged machines using Ghost and RIS server.
• Participated in the migration from Windows XP to Vista.
• Installed configured workstations and laptops Vista Enterprise and Windows XP .
• Mapped users email Outlook 2007 .
• Added users and disabled users and machines on Active Directory.
• Reset user's passwords, unlock accounts via Active Directory
• Configured users for CITRIX remote access.
• Reconfigured users' profiles on the Exchange Server.
• Provided outstanding customer service on every call.
• Reset RAS Tokens
• Ensured DoD Public Key Infrastructure PKI certificates remain current on the installed base of equipment
• Installed, configure and troubleshoot CAC PKI card readers and ActivClient software
• Setup import/ export encryption certificates to send/receive security documentation over the network
• Setup Audio/Visual equipment for conference meetings
• Ensured good practices in standard methodologies and processes are used to deliver an integrated solution according to ITIL v3

Confidential

Help Desk Coordinator Contractor

• Provided full support to the DBA's, Developers, Business Analyst, and Quality Assurance Team.
• Tracked changes of software applications and hardware in Remedy BMC
• Served as information technology specialist assisting with software operation, maintenance and disposition of existing systems, which includes assignments related to designing, writing, testing, debugging, and maintaining software applications that met technical and functional requirements of the organization
• Assisted in Beta testing of the in-house software and Web creation.
• First level of support with customers issues and provided technical assistant to customer via Remote Assistance before reporting matter to Development team.
• Recorded BUGS.
• Troubleshoot users with Lotus Notes mail issues.
• Ran Queries in Structured Query Language SQL on database applications.
• Made changes and updates for Development team in the application Player provides input and suggestions on issues involving the entire IT department.
• Created and updated Workflow charts using Visio, and PowerPoint.
• Managed Help Desk manual and assist with establishing policies procedures and, document and train users on the software application.
• Coordinated GOTOMEETINGS with remote staff for training, demos and conference calls.
• Troubleshoot VPN connections, and critical error messages in both applications password resets, make account changes, unlocking accounts, and answering 'how to questions'.

Confidential

Team Lead Helpdesk Analyst/ Tech Contractor

• Provided phone support on Helpdesk to end-users
• Input Remedy tickets to report incident for tracking and SLA's.
• Served as Team Leader supervising 6 field techs for the Help Desk team
• Provided on-demand network administrator assistance provide support with Cisco Router issues such as configurations of the ip route.
• Create installation and user's guide for the day-to-day operations for Help Desk technicians.
• Provide Tier I and II technical support.
• Responsible for installation and configuration of all DOD required software upon new PC setups.
• Performed support functions to Project Managers, Network Admins and Engineers.
• Ensured DoD Public Key Infrastructure PKI certificates remain current on the installed base of equipment
• Installed, configure and troubleshoot CAC PKI card readers and ActiveClient software
• Reported system and network outages to Base Commander and supporting staff.
• Answered phones from users requesting assistance with Outlook setup and troubleshooting.
• Remotely access SMS to the user's workstations for troubleshooting matters.
• Installed software MS Office, Adobe Reader, Acrobat, Citrix, Form Flow, etc upgrade OS WinXP, Win2003
• Added users, reset passwords and unlocked accounts via Active Directory
• Added computers to the DOMAIN.
• Troubleshoot hardware issues over the phone via SMS, and by visiting user's work-site.
• Assigned tickets and re-assign tickets to Network Administrators and Engineers.
• Performed complete PC and laptop setups.
• Networked printers installed scanners and other scientific hardware.
• Troubleshoot network connections and assist on occasion with server setups.
• Managed Help Desk emails and voicemail system to ensure that all users have been assisted within a timely manner.
• Provided outstanding customer service