EXPERIENCE

Confidential

Data Migration Specialist

• Windows XP/Vista to Win 7 manual migration for 3,500 users.
• Prepared and documented all existing data. Belarc Report Advisor
• Installed new upgraded laptops while running migration script for data backups.
• Recorded all inconsistencies in backup and the restoration of data.
• Followed all IMF SOP requirements for new updates implemented daily.
• Run checks to ensure that all data has migrated successfully.
• Checked for accuracy of installation while verifying that user data, email/ archive, local and networked printers, scanners, desktop, internet/intranet for department specific applications are installed and properly working.
• Assisted in post-migration troubleshooting and related fixes associated with migration or user profiles.
• Kept detailed records of work performed while adding changes to the database as needed.
• Modified user accounts on domain, password resets and remote VPN access.
• Provided guidance and technical support to customers regarding computer hardware, software, and/or network issues related to migration.
• Provided extensive Windows 7 support in addition to troubleshooting client issues, VPN administration, Active Directory and Remote desktop.
• Supported Commercial of-the-shelf COTS software for MS Office 2007/2010 and Internet Explorer in a MS Windows XP and Win 7 environment.
• Supported customized WU applications for the web browser as well as client-server based browsers.
• Troubleshot hardware problems on workstations and peripherals.
• Built and configured desktops and laptops.
• Managed an inventory of systems, subsystems and component parts used in repair work.
• Assisted System Administrators in system maintenance and implementation.
• Logged and managed requests for Desktop Support and provided progress reports.
• Provided remote support for branch offices to perform support Windows RDP .
• Built computers using Ghost Imaging and MS Deployment Tools.
• Supported laptop users through VPN and Bitlocker Encryption.
• Monitored and managed HP Service Desk for incoming requested and incident tickets.
• Fixed user issues related to MS Outlook and other Office apps. Mac 10.8 Mountain Lion support.
• Installed Visio and Project software requested by users for browser related issues Citrix and other browser based apps . Remote Desktop Support.
• Built and rebuilt machines using standard imaging.
• Configured Microsoft Outlook email, archives, OST and PST files and folders and data file management for Microsoft Office 2007 2010.

Confidential

Customer Support Technician

• Held the responsibility for all data transfer and data migration for user data profiles from Microsoft XP to Microsoft Windows7.
• Provided extensive Norton's Ghost imaging while maintain Ghost servers.
• Imaging, sysprep configuring, deploying and testing. Implementing Microsoft's Windows XP and Windows 7. Belarc Report Advisor.
• Provided Microsoft Office 2007 and 2010 support while modifying and troubleshooting MS Outlook and end user E-MAIL issues, Deployment and installation of WMATA imaged dell laptop and desktop computers, peripheral devices, to and from WMATA locations in and around the Washington Metropolitan Area.
• Created, identified, and implement proper techniques for data transfer and installation set forth in WMATA guidelines and SOP's.
• Held the responsibility of importing and exporting data.
• Maintained system integrity once data transfer has been completed.
• Researched and implemented fixes and install patches and workarounds when using Windows 7.
• Installed and configured Microsoft Outlook email, archives, OST and PST files and folders, data file management for Microsoft Office 2007 2010.
• Tracked progress of deployment via pc barcodes while resolving issues during and after installing new pc to user locations.
• Helped users become familiarized with updates after migration. Perform follow-ups with end-users requiring additional installs. Remote Desktop installs.
• Checked for accuracy of installation while verifying that user data, email/archive, local and networked printers, scanners, desktop and internet/intranet department specific applications are installed and properly working.
• Assisted in and with post-migration troubleshooting and related fixes associated with migration or user profiles.
• Kept detailed records of work performed and added changes to database as needed.
• Modify user accounts within the WMATA domain, Password resets, Provided extensive Windows 7 support for troubleshooting client issues.
• Provided Internet/intranet connectivity, web applications, password resets for Microsoft Windows 7. Provide guidance and technical support to customers regarding computer hardware, software, and/or network issues related to migration.
• CITRIX REMOTE VPN access. Citrix installations and Troubleshooting. Provide user with solutions to accessing work from home or abroad. Research error messages, determine point of failure. Walk customer though steps of determining points of connectivity failure. Delete temp files, clear cache and cookies from browser. Turn off pop-blockers. Determine failure point at which user gets an error message. Home network, Citrix server issues pinging citrix server , or endpoint desktop workstation unable to login to workstation etc. Ask questions, last time the user logged into Virtual Private Network. Key FOB issues. Active Directory .
• Maximo ticketing system. Held responsible for maintaining Maximo ticketing systems while creating, updating and modifying user trouble tickets.
• Resolved level 2 issues, meeting SLA requirements and metrics.
• Provided level 2 network printer and scanner support to end user.
• Assorted software installing MPDT.

Confidential

Desktop Support Specialist

• Provided level 3 technical support to all IDS integrated defense systems personnel and business partner visitors.
• Implemented USD ticket tracking system phased out in place of REMEDY tracking system.
• Troubleshot desktop support calls and tickets for repairs, new user setups, logon issues and resets.
• Held the responsibility for PC Leash refresh, sysprep re-imaging, software deployments, and migrating for Windows XP to Win 7's 64 -bit platform.
• Provided manual backups Memeo for enterprise software installation, configuration, and provided support for Microsoft XP and Windows 7.
• Provided customer support for users on at home and on travel.
• User applications and profile management, Wireless Network , WWAN aircard PEEP wireless , Cisco VPN client , Drive Mappings, Printer Mapping, 2003-2008 print server maintenance and support, PGP enrollment Whole Disk Encryption support, Lotus Notes 8.5 and Sametime, net-meeting, install, configure, support , Microsoft Office Suites Visio, Excel, Word, etc , Microsoft Outlook install, configure, support , data archiving, ERPM, on the RTN Secure network domain. Cisco Remote access. Lotus Notes 8.5 setup and installs, configure, repair and maintain.
• Provided asset tracking, inventory management, large and small conference room setup Creston's MPS Multimedia Presentation System , VTC video teleconferencing , and A/V support and maintenance. Teleconferencing.
• Supported Blackberry troubleshooting, synchronizing, configuring, and support.
• Provided HP printer maintenance and support.
• Maintained VAG visitor's access gateway for users
• Used DRA active directory tool for modifications.
• Provided RTN network support while configuring and providing administrative support for the AVAYA 4600SW IP series telephone system.

Confidential

Desktop Support Technician

• Provided first level technical support to clients contracted with OCTO DC Office of the Chief Technology Officer located in Washington DC region.
• Interacted with customers collecting incident information and lead users through basic diagnostic procedures to determine source of pc issues.
• Used Windows XP and Windows7 when troubleshooting issues.
• Provided MAC OS 10 and Window 7 PARALLELS support for users using the MAC 10 OS.
• Documented each interaction, with customers in troubled ticketing systems.
• Ensured all end user incident response goals are met in accordance with established service level agreements.
• Answered questions to end-users by identifying problems, researching answers, troubleshooting primarily from a desk via email and phone. Citrix Remote Desktop VPN Client and web access services troubleshooting. Citrix InstallCheck for error messages pertaining to
• Actively responded to user request for wireless VPN Juniper support for users working from home or abroad.
• Provided tier 1 and tier 2 support to DC fire and rescue FEMS, MPD Metropolitan police dept, DCPS DC public schools, OAG Office of the Attorney General, and over 60 district agencies under OCTO.
• Provided Windows XP and Windows 7 support for common issues such as resetting passwords via active directory, Microsoft issues, user profile modifications, internet connectivity access issues, providing support for the Microsoft Office 2003-2007 suite, drive mapping, hardware/software support, e-mail access support, web-mail, domain and DNS resolution issues, and modified user accounts for DCPS.
• Updated and modified tickets generated by the REMEDY ticketing system tracking tool.
• Routed and escalated tickets to 2nd level support team as necessary.
• Ensured all issues in regards networking outages were reported to the network operations center NOC .
• Created, modified, and disabled accounts using Active Directory.
• LANDesk Remote Access for Mac OS xnd the Windows OS environment. Parallels support Windows XP and Mac OS 10.

Confidential

Desktop Support Technician

• Worked as an Active Desktop Support providing tier two support for Bae System.
• Actively provided service for users accessing local or network drive components in a WIN 2000 and XP environment.
• Maintained user friendly support to clients with pc issues pertaining to software applications, hardware configurations and proprietary software used by either Bae Systems or Computer Sciences Corp.
• Monitored and resolved escalated trouble tickets through Bae's USD tracking system software.
• Resolved hardware and software issues generated from tier 1 help desk..
• Reimaged pc's by installing software, printer configurations, and desktop VPN connections.
• Gained extensive experience with Lotus Notes, outlook, yantra, sametime, and USD unicenter service desk tracking software .

Confidential

Helpdesk Technician

• As an customer service support technician, task were to troubleshoot problems related to desktop and laptop issues, especially as they related to user error, users questions as relates to their pc, connectivity issues, and network problems.
• Communicated with clients to determine whether trouble with pc required level 1 or level 2 support.
• Entered data into footprints database then determined what steps needed to help resolve clients' issues.
• Provided experienced using active directory, global connect, lotus notes, Inotes, and Citrix.
• Provided password resets and other issues that users experienced with software.
• Quickly routed and resolved connectivity issues, email failures, and printing issues.
• Adhered to help desk related policies, procedures, and standards as covered in our USDA Customer Support Manual.
• Provided knowledge using tracking software applications such as footprints, remedy, USD unicenter service desk and tracking software solutions.
• Interacted with customers to collect incident information and lead user through basic diagnostic procedures to determine the source of error.
• Accurately Documented incidents in trouble ticketing systems and monitored progress of incidents to ensure timely resolution.
• Documented each interaction, attempt interaction with customer in trouble ticketing system.
• Ensured all end user incident response goals are met in accordance with established service level agreements.
• Answered questions to end-users by identifying problems, researching answers, troubleshooting primarily from a desk via email and phone.
• Provided on-site assistance for users on a daily basis.
• Maintained trouble ticket systems by keeping documentation of service calls and collecting support information for future uses in a knowledgebase document.

Confidential

Desktop Support Technician

• Provided desktop support by troubleshooting issues for PCs, laptops, or tablets and their peripherals.
• Provided assistance with new user setup and account maintenance and password reset.
• Gained practiced with pro-active problem solving, responding to email, voicemail, and calls in a timely fashion.
• Investigated and tested reported issues in a promptly manner.
• Re-imaged Dell and other types pc's using Norton's Ghost.

Confidential

Computer Technician

• Held the responsibility for active directory, logon policy, password resets, user accounts and e-mail resets in a network environment.
• Assisted in and with post-migration troubleshooting, and related fixes associated with migration or user profiles.
• Kept detailed records of work performed and added changes to database as needed.
• Provided guidance and technical support to customers regarding computer hardware, software, and/or network issues related to migration.
• Supplied hardware troubleshooting skills, extensive XP, and Win2000 Professional troubleshooting.
• Provided Microsoft based knowledge pertaining to logon scripts, policies and Windows XP, 2000 Security model.
• Deployed and assisted with integrated messaging systems including win XP.
• Gained desktop experience troubleshooting various operating systems including, Win XP configurations, and e-mail client setups.
• Acquired experience with desktop and laptop configurations including, Windows NT, Windows 2000 Client, Active Directory, MS Office, MS Outlook and working knowledge of computer related hardware and software.

Confidential

Network Technician

• Provided port mapping for all dorm rooms located on University campus.
• Provided user link-runners and tone generators for tracing network connectivity or connectivity issues from client settings to network switches and routers.
• Identified and recorded connectivity levels or issues for each suite on campus.
• Labeled and identified appropriate Ethernet and fiber-optic cable for testing with link-runners to telecom closet.

Confidential

Dispatcher / Database Technician

• Identified the type and scope of service to be performed on a daily basis.
• Determined and scheduled orders according to urgency.
• Kept records of repairs, installation, removal of equipment and appliances and hours required on each job.
• Updated and ensured TADD, EAMS, and REMEDY databases are maintained daily.
• Maintained Excel spreadsheets, created tickets for de-install and re-installs.
• Updated change records and all data related issues.
• Opened trouble tickets for users while identifying and resolving hardware, software, and network problems in a timely manner.
• Escalated unresolved trouble tickets in a promptly manner.
• Tracked calls and keep customer informed until resolution.
• Updated trouble ticket status and close trouble ticket upon resolution.
• Responded promptly to user questions on hardware and software problems submitted via the Help Desk System.
• Updated the Remedy Help Desk system to reflect tasks performed and issue resolution.
• Maintained and installed systems by troubleshooting hardware and software problems while repairing any inoperable systems or associated equipment.

TECHNICAL SKILLS

• Microsoft Windows XP, Windows7 32/64 bit OS support. Office 2003 thru 2010 mail support, Active Directory account modifications, Remedy, Unicenter Service desk, Footprints, and Maximo ticketing systems, Desktop/ Network Support, LANDesk, Juniper Remote Desktop,
• Citrix VPN support. PGP Disk encryption. Drive mapping, Parallels for PC and MAC.
• Data Migration Support and deployments, Post Migrations Follow-ups, Ghost Imaging, Virus protection, sysprep. Run scripts to perform data backups and software installations. Troubleshoot issues. Sysinternal. Symantec's.
• Standard and non- standard Software installations, Printer support and maintenance,
• VTC Video Conferencing support, Avaya phone support. Creston's MPS Multimedia Presentation System , VTC video teleconferencing , and A/V support /maintenance. Teleconferencing.
• Network support NOC center for OCTO call alarms
• Network fiber upgrade: link-runners and tone generators for tracing network connectivity to network closets.
• Troubleshoot hardware, and software issues.
• Assist in post-migration troubleshooting and related fixes associated with migration or user profiles.
• Checked for accuracy of installation while verifying that user data, email/ archive, local and networked printers, scanners, desktop, internet/intranet for department specific applications are installed and properly working.
• Run checks to ensure that all data has migrated successfully.
• Follow SOP requirements
• Recorded all inconsistencies in backup and the restoration of data.
• Install new upgraded desktop/laptops for deployments. Run data migration scripts.
• Prepared and documented all existing data. Perform backup of specific data to be migrated
• Migrations and /or Refresh: Prepare hardware, Run Belarc report advisor. Check upgrade OS for compatibility, backup and re-install user data to upgraded PC and/or OS. Check integrity.
• Record any incidents or issues for post migrations follow-ups. Install any non-departmental specific software that was previously install to pc if compatible with upgraded OS.