SKILLS:

• Configure and troubleshoot wireless connectivity
• Direct desktop support experience
• Experience and use of remote control tool sets (LANDesk and Dame Ware)
• Experience and working knowledge of MAC OS 10.X & Office 2008
• Experience with Call Tracking Systems (preferably Remedy ITSM)
• Expertise in supporting Microsoft based HW/SW (2000, XP, and higher)
• Troubleshoot, diagnose, resolve and document technical service requests
• Experience and knowledge of ghosting software & support of specialized apps
• Experience and working knowledge of Active Directory & Active Server Role
• MCSA or MCSE
• Experience with LAN/WAN connectivity issues (toning/tracing ports)

EMPLOYMENT HISTORY:

Confidential - Washington, DC

Tier I Specialist

Responsibilities:

• Receive an average of 40 calls daily from all DC Govt. Agencies who were experiencing problems with their PC or MAC, document and manage service tickets through Remedy ticket database.
• Worked on Windows 7, XP, and MAC operating systems 10.X
• Remote into user’s PC using LANDesk or Bomgar remote tool to resolve problem.
• If problem could not be resolved remotely, I would escalate ticket to proper DC Govt. agency helpdesk.
• Granted security access when user’s needed passwords reset
• Reset passwords for domains, emails, Peoplesoft Application, Pass Application, Wales Application (DC Police), Google Apps
• (DC Public Schools) and other DC applications that required passwords for log-in
• Configured VPN client when user could not remote.
• Setup and configured any DC Govt. local and network printers.
• Troubleshoot Office 2003, 2007, and 2010 applications (i.e. Word, Excel)
• Troubleshoot, diagnose, resolve and documented technical service requests.
• Installed, setup, and configured Outlook 2003, 2007 and 2010 client for new and existing users.
• Added, deprovisioned, disabled/enabled user accounts for all DC Govt agencies in the Active Directory and Active Role Servers.
• Managed, configured and installed all applications under admin rights for each DC Govt. agency.

Confidential - Greenbelt, MD

Deployment Specialist/Desktop Support

Responsibilities:

• Contracted to sweep post deployment
• Backup and restored service using the Connected Backup PC Agent.
• Setup and configured local and network printers.
• Configured user Outlook 2007 and 2010.
• Troubleshoot Office 2003, 2007, and 2010 applications (i.e. Word, Excel)
• Manually setup VPN if needed.
• Made sure network connections were active at switches and ports.

Confidential - Washington, DC

Desktop Support

Responsibilities:

• Contracted to update the backlogged tickets in Remedy.
• Documented each ticket through Remedy ticketing software and resolved problem remotely or personally interact with the user.
• Ghosted image to PC’s and configured for users.
• Joined new PC to Domain thru Active Directory.
• Troubleshoot any TCP/IP , Office 2007 and 2010 Outlook 2007, or HP printer problems.
• Made sure network connections were active at switches and ports.
• Installed departmental software for each department
• Setup and configured local and network printers.
• Update physical memory to users laptops
• Added users, changed passwords, and policies to user accounts on Active Directory.

Confidential- Rockville, MD

Desktop Support

Responsibilities:

• Documented each ticket through Remedy ticketing software and resolved problem remotely or personally interact with the user.
• Ghosted image to PC’s and configured for users.
• Joined new PC to Domain thru Active Directory.
• Made sure network connections were active at switches and ports.
• Troubleshoot any TCP/IP , Office 2007 and 2010, Outlook 2007, or HP printer problems.
• Installed departmental software for each department
• Setup and configured local and network printers.
• Update physical memory to users laptops
• Added users, changed passwords, and policies to user accounts on Active Directory.

Confidential- Washington D.C

Deployment Specialist/Desktop Support

Responsibilities:

• Ghosted image to PC’s and configured for users.
• Documented PC Asset #, Serial #, and PC name
• Moved old PC to storage and replaced with new PC.
• Joined new PC to Domain.
• Setup and configured new PC’s
• Troubleshoot any TCP/IP, Office 2007, Outlook 2007, or HP printer problems.
• Prepared end users for new log-ins.
• Deployed users data to network drive then moved data to imaged PC.
• Trained techs for usage on new PC’s.
• Installed departmental software for each department

Confidential - Washington, D.C

Desktop Support Specialist

Responsibilities:

• Prioritize each ticket according to their importance, and personally interact with the user to resolve the problem within the Hospital.
• Troubleshoot any TCP/IP problems. Troubleshoot malfunctions of VPN, wireless and network connections to resolve operational issues and restore services.
• Setup and configured Office 2007 and Outlook 2007.
• Prepared end users for Novell to Active Directory migration.
• Upgraded and configured Semantic Antivirus software.
• Setup and configured local and network printers.
• Researched and documented new fixes to tech catalog.
• Added users, changed passwords, and policies to user accounts on Active Directory.

Confidential - Bethesda, MD & Washington, DC

Desktop Support Specialist

Responsibilities:

• Receive calls from users and Army Officers who were experiencing problems with their PC, document and manage service tickets through Unicenter ticket database, prioritize each call according to their importance, Resolve, troubleshoot the request.
• If problem could not be resolved, I personally interact with the user to resolve the problem.
• Remote into user’s PC using Unicenter remote tool to resolve problem
• Configured PC’s and laptops for Army Secured web sites.
• Setup and configured HP, Xerox and Minolta local and network printers.
• Installed and configure Army in-house software.
• Upgraded or installed all needed software.
• Installation, Configuration and Troubleshooting support of Dell Desktops and Toshiba Laptops Running Windows 2000, XP.
• Configure TCP protocol for LAN.
• Added users, changed passwords, and policies to user accounts on Active Directory.
• Installed Common Access Card (CAC) readers and proper drivers for each reader.
• Installed Active Card Gold software for the CAC readers.
• Connected to Public Key Infrastructure (PKI) home web page to download user’s Class 3 Root CA Certificate and Assurance Root CA Certificate.
• Registered certificates on Common Access Card to allow user to use from PC.
• Setup mail forwarding from Army Knowledge Online (AKO) account.
• Setup Outlook email client for secured message format, proper Signing and Encryption Certificates, and published certificates to Group Access List.

Confidential - Bethesda, MD and Washington, DC

Desktop Support Specialist

Responsibilities:

• Troubleshoot, diagnose, resolve and document technical service requests,Receive calls from users and Naval Officers who were experiencing problems with their PC, document and manage service tickets through Remedy ticket database, prioritize each call according to their importance.
• Remote into user’s PC using LANDesk remote tool to resolve problem.
• If problem could not be resolved over the phone, I personally interact with the user to resolve the problem.
• Ghosted image to Dell laptops and PC’s and configured for users.
• Troubleshoot Windows 95/98/2000,XP desktop operating systems
• Configured PC’s and laptops for Naval Secured web sites.
• Installed and Configured Citrix Windows Client.
• Installed and configured Cisco VPN client.
• Configuration, Installation and troubleshooting various wireless Networks
• Installed Xerox Document Share printers.
• Setup and configured HP, Xerox and Minolta local and network printers.
• Installed, setup, and configured Outlook mail for new and existing users.
• Installed and configure naval in-house software.
• Configured desktops for secure naval websites.
• Migrated, deployed data, and imaged (using Ghost) new laptops and PC’s.
• Upgraded or installed all needed software.
• Installed and configured Blackberry client.
• Configure TCP protocol for LAN.
• Worked with DHCP, IP, WAN, LAN, Active Directory 
• Installed and configured Blackberry client for synchronization with Blackberry server.
• Added users, changed passwords, and policies to user accounts on Active Directory.
• Installed Common Access Card (CAC) readers and proper drivers for each reader.
• Installed Active Card Gold software for the CAC readers.
• Connected to Public Key Infrastructure (PKI) home web page to download user’s Class 3 Root CA Certificate and AssuranceRoot CA Certificate.
• Registered Common Access Card (CAC) certificates to allow user’s access to Navy Medicine Online (NMO) accounts.
• Setup Outlook email client for secured message format, proper Signing and Encryption Certificates, and published certificates to Group Access List.
• Installed and configured Semantic Antivirus software.
• Trained new techs
• Researched and documented new fixes to tech catalog.

Confidential - Washington DC

Desktop Support

Responsibilities:

• Troubleshoot, diagnose, resolve and document technical service requests Receive calls from users who were experiencing problems with their PC, document and manage service tickets through IBM Personal Communication Mainframe software, prioritize each call according to their importance, if problem could not be resolved over the phone, I personally interact with the user to resolve their problem.
• Installed and configure Groupware email, Corel Office versions 9, 10, 11, and IT Inoculate or eTrust anti-virus software.
• Installed, configured, and Ghosted Windows 2000 and company issued software to PC’s.
• Resolved network connection with Novell Client 4.95.
• Troubleshoot Windows 95/98/2000,XP desktop operating systems.
• Assisted in shipping, receiving, and inventory of hardware.
• Researched and documented new fixes to tech catalog

Confidential - Washington, DC

Technical Support

Responsibilities:

• Installed Common Access Card (CAC) readers and proper drivers for each reader.
• Installed Active Card Gold 2.2 Middleware software for the CAC readers.
• Connected to Public Key Infrastructure (PKI) home web page to download user’s Class 3 Root CA Certificate and Assurance Root CA Certificate.
• Imported Certificates to Certificate Store on PC.
• Registered certificates on Common Access Card to allow user to use from PC.
• Setup mail forwarding from Army Knowledge Online (AKO) account.
• Setup Outlook email client for secured message format, proper Signing and Encryption Certificates, and published certificates to Group Access List.

Confidential - Largo, MD March

Network Support

Responsibilities:

• Assist clients with the coordination of network installations.
• Participate in new client routing projects, to include the testing, troubleshooting, installation, and implementation of new/improved software.
• Provided support for TCP/IP and IPX/SPX protocols.
• Ghosted P.G.County’s image from server to courthouse PC’s.
• Provide remote desktop support through LANDesk software, migrate and deploy desktops in Prince George County.
• Configure TCP protocol for LAN.
• Provide network administration support to Prince George County.
• Provided PC support for NT, Novell, Win95, workstations.
• Provides MAC support when needed.
• Imaged desktops using Norton Ghost Utility.
• Constantly log customer's trouble tickets and updating resolutions using Magic Help Desk support ticketing system.
• Provide technical support for Microsoft Outlook, Office, etc.
• Researched and documented new fixes to tech catalog.

Confidential - Washington, DC and Rosslyn, VA

Desktop Support

Responsibilities:

• Documented each ticket through Remedy ticketing software and resolved problem remotely or personally interact with the user.
• Installation, Configuration and Troubleshooting support Desktops Running Windows 2000, XP.
• Configure IP address for network connection.
• Install and configure Lotus 5.0.3, Office 2000, Tivoli, and Norton Anti-Virus 2000.
• Synchronize network and Lotus passwords.
• Setup Lotus Notes profiles.
• Configure users PC to access Lotus Notes through the FSWEB.
• Installed, configured, and Ghosted Windows 2000 and company issued software to new PC’s.
• Configure TCP protocol for LAN.
• Wrote Batch scripts and created and edited MSI packages.
• Provided MAC support when needed.
• Resolved protocol and DNS conflicts on PC’s.
• Reset print drivers, reconfigure printer ports, setup and share local printers, install print drivers, and map network printers.
• Configure user’s laptops for remote usage.