Summary of Technical Skills

17 Years of progressive IT support and 8 years of management in helpdesk and desktop infrastructure support. Experience supporting windows operating systems to include Windows 95, 98, Me, NT 4.0 pro 2000 pro, Win xp, 7, Server 2000, 03, 08 r2 Server. Provided end-user support as well as software and hardware installation configuration. Comprehensive understanding of PC workstations, structure and architecture. Installed and configured Dell, Compaq, Hp and IBM laptops/desktops, and HP laser/color printers and peripherals. Provided end-user support, as well as internal and client support for computer / hardware and software. Demonstrated exceptional performance under stressful, time-sensitive conditions comfortable working independently or on a team able to manage multiple projects flexible and able to adapt with ease to rapidly evolving environments

Technologies Supported

Desktop Utilities/Tools Operating Systems Remote Client

• Blue screen view MS-DOS RDP
• Ultra Win cleaner Windows 95- Windows 7 Boomgar
• Disklite defragger Windows Active Directory PC Anywhere
• Desktop security software Windows 2000-2008 Users/Computers
• Point Sec Encryption Microsoft Office Virtual PC
• Spybot spyware/malware removal Office 95- 2010 VMware
• McAfee security center E-Mail Clients Oracle VB
• Safe boot encryption Outlook VPN Client
• Symantec Endpoint protection Lotus Notes Cisco
• Norton anti-virus Google Apps Juniper

Imaging / distribution deployment Printers IP Phones

• Altiris deployment console HP Laser Avaya
• Norton/Symantec Ghost Lexmark Cisco
• Acronis clone IBM WorkCentre Nortel

EXPERIENCE

Help Desk Engineer

Confidential

• Imaged Desktop and Laptops via Microsoft deployment server 2008 R2
• Decommissioned stand-alone servers, desktops and laptops
• Pushed/deployed software packages to machines via Altiris console
• Backup and restored data using Acronis backup and recovery
• Backup up MacBook pro and workstations via Disk Utility
• Encrypted and Decrypted MacBook pro and Windows Laptops
• Troubleshot an array of different issues for Windows and Mac machines
• Pushed software to Macs via Lanrev

Lead Instructor

Confidential

• Developed a 3 phase hands on training program
• Provide hands on training to students
• Students are trained to provide phone, remote and desktop support for win XP, Win 7 and Mac OS X users
• Students also learn to escalate complex issues to tier 2
• Students also learn to manage the helpdesk mailbox queue
• Assign trouble tickets to techs via a ticketing system
• Train students to provide support for break-n-fix issues
• Students are also trained to provide support for PKI certificate issues and digital and encrypted email issues
• All students are evaluated once a week and quizzed to make sure CompTIA text book material are being properly learned
• All students forgo an 8 week rigorous training before they complete the program. Once they have completed the program they can sit for CompTIA A exams

Service Desk Manager

Confidential

• Manages the day-to-day operations of the network operations and security operations monitoring service desk. Identifies, researches, and resolves complex technical problems.
• Developed multiple service desk processes to include a detailed step by step procedure on incident management, incident escalation, identifying repetitive issues and root cause analysis.
• Created and managed escalation procedures and ensures service levels are maintained.
• Documents, tracks, and monitors problems to ensure resolution in a timely manner practices, and procedures.
• Relies on extensive experience and judgment to plan and accomplish goals.
• Responsible for providing assistance in the continuous operation of the NOC and Soc.
• Provided support and monitoring services, to all customers as outlined by the client.
• Attended and participated in customer, internal and team meetings.
• Provided leadership to 13 and guidance to NOC and SOC analysts

Service Desk Supervisor

Confidential

• Oversees the day to day operations of the IT support Center and associated task to include leading 15 technicians within the IT support Center
• Provided technical direction and guidance to Tier1/2 technicians review work performed for technical accuracy, effectiveness, efficiency, and adhere to standards and procedures
• Direct completion of tasks within estimated SLA timeframes Reviewed daily metric stats
• Act as a liaison between IT Support and agency personnel
• Ensure that contract and agency personnel adhere to licensing requirements
• Ensure appropriate coverage for Phone and Desktop Support
• Ensure the completion of tasks, assignments and tickets
• Ensure appropriate coverage for Phone and Desktop Support
• Engaged in quarterly performance reviews of techs
• Ensure Service Level Agreements are being met in all areas
• Preformed as primary contact for routine IT Support issues with the client and contractor
• Provide and direct Tier 2 support of IT issues, and escalate to Tier 3 when appropriate
• Make decisions on technical matters related to IT support
• Performed quality assurance for IT support trouble tickets and IT support documentation such as standard operating procedures

Technical Instructor

Confidential

• Developed a 3 phase hands on training program.
• Provide hands on training to students.
• Students are trained to provide phone, remote and desktop support for win XP, Win 7 and Mac OS X users
• Students also learn to escalate complex issues to tier 2
• Students also learn to manage the helpdesk mailbox queue and assign trouble tickets to techs via a ticketing system
• Train students to provide support for break-n-fix issues
• Students are also trained to provide support for PKI certificate issues and digital and encrypted email issues
• All students are evaluated once a week and quizzed to make sure CompTIA text book material are being properly learned
• All students forgo an 8 week rigorous training before they complete the program. Once they have completed the program they can sit for CompTIA A exams.

Sr. Help Desk Support

Confidential

• Provided remote support for 10,000 end-users
• provided support for Windows XP, Windows 7 and VMware VDI machines
• Provided Cots support for 30 in-house applications
• Troubleshoot RSA token issues
• Troubleshoot Network connectivity issues
• Troubleshoot Network/Local printer issues
• Troubleshoot Safe boot encryption issues
• Troubleshoot Safe boot encryption issues
• Troubleshoot Blackberry issues

Desktop Support Lead Tech for the last 5 years

Confidential

• Supported a multitude of different operating systems include windows 2000 professional, windows XP and Win7
• Monitored ACD management console for all techs responding to tier 1 calls
• Managed and provided stats on ACD metrics to include time waiting, calls in the queue and call wrap up times.
• Provided help desk support to a variety of different end-users as well as upper management and executives
• Addressed and resolved all trouble tickets via phone or email submitted by end-users within a set SLA
• Reported all incidents and change requests submitted by end-users via remedy ticketing system
• Troubleshoot IPhone IOS and Android based devices
• Manually pushed software updates and hot fixes to machines when planned weekly software updates failed
• Unlock and reset passwords in Active Directory
• Created and relocated PC's in Active Directory
• Troubleshoot issues connecting to wifi access points
• Troubleshoot varies of issues regarding email support
• Tested Cots software on a dev/production machine prior to it pushing out
• Reviewed daily help desk SLA metrics
• Engaged in performance reviews for techs
• Provided leadership to 8 techs
• Engaged in multiple Operating System Migrations
• Engaged in multiple Hardware Migrations

Broadband Technician Lead

Confidential

• Assign trouble tickets to techs
• provided leadership to 10 techs
• Reviewed daily metric stat
• Configured and troubleshoot peer to peer SOHO networks via high speed cable modems
• Troubleshoot Fiber Optic signal strength issue with a digital meter
• Analyzed analog/digital RF connectivity issues to include RF linkages and cable modem hardware issues.
• Engaged in performance reviews
• Created multiple Standard Operating Procedures for Troubleshooting high speed modems
• Purchased, provisioned and devised a 500 high speed modem deployment for project for George Washington University

Technical Support Rep

Confidential

• Provided superior customer care
• Registered domain accounts
• Modified domain accounts
• Troubleshoot domain account issues
• Edited domain account information with vi-editor.