PROFILE Objective

Microsoft Certified Professional MCSA 2003, MCSE 2003, and A Certified Technician with a unique experience in information technology, and computer hardware expertise. Over ten years of experience in the IT industry, with proficiency in hardware diagnostics and end-user training. Recognized as an accomplished technical consultant, and skilled at providing effective technical instruction. Keep up-to-date with changes in technology through continuing education and training.Seeking a technical position, so as to leverage my broad information technology skill-set, and recently acquired industry certifications, strong leadership and interpersonal skills, and rapid adaptability within challenging dynamic environments.

SUMMARY OF QUALIFICATIONS

• Over ten years of experience in the IT industry and customer service experience, providing Help Desk and Network Support.
• Able to Multitask and work under pressure. Work independently or as a team member. Meet project deadlines and prioritize.
• Install and configure Windows- based platform such as Windows 2003 Server, Windows XP and Windows Vista.
• 2 years experience with WSUS Windows Server Update Services, Dell Kace scripted installs, PATCH Link, LANrev and LAN Desk and Desktop Central 6.0. Familiar with SMS, but used SMS remote tool to access user's desktop.
• Over 2 years of experience ePO ePolicy Orchestrator, McAfee VirusScan 8.0/8.5i or Anti-Spyware 8.5.
• Encrypt all Laptop and Desktop with Pointsec to meet FDCC Federal Desktop Core Configuration .
• Over 2 years experience in asset management utilizing Desktop Central 6.o and LANrev. Updating all asset tag data of hardware and software specifications and licensing for inventory and audit purposes. Upload all the information on to SharePoint.
• Certified A Technician for Hardware with re and Software troubleshooting and repair.
• MCSA 2003, MCSA Messaging, and MCSE 2003
• Excellent customer service skills.

Professional experience

Confidential

Sr. Help Desk Admin

• Local Support for VIPs in the Office Directors and Executive only
• Manage desktop laptop on Windows XP and Windows 7 platform
• Mange MACs with OS X Snow Leopard, Lion, Mountain Lion, Office MAC 2011
• Airwatch Mobile Device Management
• Support in house software such as: Nvision, NBS, DDRMS, and congressional hearing software the BRAIN.
• Assist end-users troubleshooting HW, SW, and network related issues. Manage, configure and troubleshoot group policy security settings at the user-level and modify the registry.
• Setup, configure and troubleshoot workstations, laptops, handheld devices and printers. Image laptops and desktops with updated version of Windows XP, Windows 7 and deploy them.
• AV System Support. VTC Polycom and Tandberg, Audio, laptop, and conference set-ups
• Polycom and Tandberg in a conference room environment Adobe Connect Microsoft Communicator and Microsoft Lync and Skype on Government computers desktops/laptops .
• Use Active Directory to setup new user logon, user accounts, Computer accounts, DL accounts, email accounts, modify groups and distribution lists, apply permissions for files and shared folders. Reset passwords.
• Create and maintain enterprise baseline Active Directory Group Policy Object management in accordance with the Federal Desktop Computer Configuration FDCC standard. Train and mentor other technical staff on GPO management.
• Manage the McAfee EPO server and ensure virus definition files are pushed to all desktops. Train and mentor other technical staff on EPO management.
• Build, update and maintain Windows XP and Windows 7 PC and laptop images for an enterprise environment using Dell Kace.
• Deploy Windows XP and Windows 7 images, applications, updates and security patches using Dell Kace.
• Document the Windows XP and Windows 7 image and train other technical staff on the image build process.
• Ensure the PC security baseline meets government security standards.
• Setup disk encryption with PGP for laptops, Desktops, MACs and mobile devices.
• Log, track and document all issues in Remedy Ticketing System.
• Troubleshoot network connectivity problems, and activate network ports
• Bomgar remote tool to assist remote users. Dell Kace to deploy patches and softwares.

Confidential

Sr. Help Desk Admin

• Manage desktop laptop on Windows XP platform
• Assist end-users and troubleshoot various hardware, software and network related issues. Manage, configure and troubleshoot group policy security settings at the user-level and modify the registry.
• Setup, configure and troubleshoot workstations, laptops, handheld devices and printers. Image laptops and desktops with updated version of Windows XP and deploy them.
• Use Active Directory to setup new user logon and email accounts, modify groups and distribution lists, apply permissions for files and shares and reset passwords.
• Recover data from non bootable hard drives and from Shadow Copy.
• Log, track and document all issues in Remedy Ticketing System.
• Setup disk encryption for laptops and mobile devices.
• Troubleshoot network connectivity problems.
• Setup and configure Bluetooth and wireless Wi-Fi networking.
• Assist on brown bag training and setup conference rooms for projector use and video conferencing.

Confidential

Tier II Help Desk

• Member of the Tier II Support that oversees distribute, maintain, and repair desktop, laptops, printers, and mobile devices, in a multiple-node Windows NT/2000/XP and Active Directory platform.
• Support user with any issues such as, HW, SW, and network related problems. System maintenance, backups, and configuration of resources, and end-user services.
• Maintain and ensure the stability of remote access software and hardware e.g. BlackBerrys, laptops, Citrix, SRAS, Cisco VPN, Microsoft Terminal Server, Outlook Web Access, etc.
• Ensure standard FDA image and remote patch deployment stability as well as provide appropriate feedback to the FDA image development team.
• Develop courseware and provide on-going training so as to keep end user as well as technicians apprised of the latest technological developments.
• Assist in documenting standard operating procedures for FDA software.
• Develop new support policies in order to maintain an efficient support and call tracking system.

COMPUTER EXPERTISE

Operating Systems:

• MS-DOS, Windows 3.11/95/98/ME/NT/2000/XP/Server 2003 with Active Directory, Macintosh OS 7-9/X
• Applications:
• Lotus Notes, Microsoft Office Suite Visio, WordPerfect, Lexis-Nexis, Westlaw
• Support Tracking:
• Peregrine ServiceCenter, Remedy Action Request System, Applix Workcenter, TrackIt, Heat
• Other:
• Norton Ghost, SMS Remote Tools, PC Anywhere, DameWare, Cisco VPN Client, Citrix, Active Directory, Group Policy, Backup Exec